Counsel, Office of the Complaints Resolution Commissioner – contract to September 2019

  • Company:
    Law Society of Ontario
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
  • Posted:
    3 months ago
  • Category:
    Customer Service

JOB PURPOSECounsel provides legal process analysis, expertise and support to the Complaints Resolution Commissioner (Commissioner) and Manager in the review and resolution of complainant-initiated concerns about complaints closed by Law Society staff without formal discipline.QUALIFICATIONS REQUIREDAn LL.B. or J.D. and membership in good standing with Law Society of Ontario*.Formal training in ADR theory and techniques is an asset.A minimum of 7 years” related post-call experience in private practice and/or legal experience with a Regulatory body or government environment with exposure to administrative law.Knowledge of the Law Society’s regulatory process, and in particular, solid understanding of the complaints review and resolution processes, or willingness to learn.Knowledge of policies and protocols supporting Ombudsman and / or formal appeals processes.Proficiency in Microsoft Office applications, databases, and the Internet/Intranet.Speaks and writes in a clear, articulate manner for individual and/or group situations.*By submitting your application for employment, you agree to a clearance check of your regulatory history with the Law Society, and to the use of this information in assessing suitability for employment at the Law Society.Client / Customer Service PlanningAssists in the development and maintenance of rules for the review and resolution processes within the confines of the Law Society Act as well as any applicable by-laws and policies.Develops templates and other tools used by the office of the Commissioner for appropriate dissemination of information including Commissioner decisions.Client / Customer Service DeliveryActs as subject matter expert regarding legal processes and procedures for the complaints review and resolution processes, providing pre- and post-review meeting advice and consultation to the Commissioner and affected parties.Reviews, analyzes, and summarizes files and related materials prior to complaints review and resolution meetings, and provides explanation, advice and clarification to the Commissioner and information to the complainants during review meetings.Upon direction of either the Manager or the Commissioner, drafts correspondence with respect to pre and post-review meeting procedural issues and helps draft decisions for the Commissioner.As directed, prepares communications and memoranda on behalf of either the Manager or the Commissioner, including assisting in the drafting and preparation of the Commissioner”s annual report to Convocation.People LeadershipFosters a positive working environment by being a role model, clarifying goals, building the commitment of individuals, strengthening the team’s collective skills, and encouraging creativity and problem solving, collectively and individually.Financial ResponsibilityAssists the Manager as required in the preparation of the Commissioner”s annual report to Convocation.ResearchConducts research regarding case law, statutory and regulatory issues on request of the Manager and the Commissioner, and in the course of preparing review meeting files and draft decisions for the Commissioner.Team MembershipProvides guidance and advice to other staff members within the office of the Commissioner, and liaises with Counsel in Professional Regulation and other members of the Professional Regulation Division regarding pre-and post-review and resolution meetings.Provides the Senior Coordinator, CRC, with information for input into the case management system, and helps to resolve issues raised by the Commissioner and Professional Regulation staff.Service OrientationThe requirement to maintain a high standard of commitment, ethics, respect, care in service delivery to clients (internal and/or external).Communication and Interpersonal SkillsThe requirement to structure and deliver effective verbal and written communication with clients, staff, licensees, the public, and others in a non-threatening and constructive way.Team OrientationThe requirement to share responsibility for the achievement of team goals and the associated behaviours required for individuals to contribute effectively in a team environment.Continuous ImprovementThe requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.Problem Solving and JudgementThe requirement to identify and analyze problems, determine root causes, evaluate alternative solutions and take and/or recommend appropriate solutions.Technical Competence / Professional KnowledgeThe requirement to apply knowledge and skills to carry out the work and/or provide advice. This also includes the quality of advice given, as well as the requirement to make decisions in the best interests of the organization as a whole.