Remote-Legal Aide Ontario-French Bilingual Client Service Representative

Cochraneontario; Northeastern Ontario; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

Legal Aid Ontario is recruiting for a Remote-Legal Aide Ontario-French Bilingual Client Service Representative. The role centers on delivering high-quality client support from home, assisting callers, and guiding them through LAO services in both French and English.

The incumbent will use PeopleSoft and standard office tools, maintain accurate case details, and refer clients to appropriate legal resources when needed, while upholding equity, inclusion, and professional conduct.

Qualifications

• French/English bilingual required.
• Experience with PeopleSoft and Microsoft Office.
• Ability to handle distressing or traumatic content professionally.
• Strong verbal and written communication with empathy.
• Knowledge of public legal information is helpful.

Responsibilities

• Assist callers in a contact centre environment and provide information.
• Access client information through PeopleSoft and other systems.
• Provide Public Legal Information and route callers through LAO services.
• Enter and maintain case details in databases for future reference.
• Refer applicants to alternative legal resources and services when appropriate.
• Respond to queries and complaints professionally and empathetically.
• Handle emotionally charged situations with care.

Skills

Verbal communication

Written communication

Empathy

Multitasking

Problem solving

Tools

PeopleSoft

Microsoft Office

Job description

Remote-Legal Aide Ontario-French Bilingual Client Service Representative

Legal AidOntario employees are committed to making a difference in the lives of ourclients.

As anintegral partner in the Justice system, working at Legal Aid Ontario is morethan just a

job. It'san opportunity to help people who need it the most; to ensure each clientreceives the

access tojustice afforded to them under the law.

If you arelooking for a new challenge in your already meaningful career with a team

dedicatedto justice, and innovation in a flexible and supportive work environmentconsider

thisopportunity below.

GettingLegal Help Information for Lawyers Newsroom Publications & Resources AboutLAO Blog

Building adiverse workforce that represents the communities we serve while promoting asafe

cultureand work environment that dismantles systemic barriers, welcomes freshperspectives

andembraces differences as a priority is a core value at LAO. LAO encouragesapplicants

fromequity-seeking groups, including but not limited to individuals who are FirstNations, Inuit

or Métis,Black and racialized, as well as persons with disabilities, women and membersof

the2SLGBTQ+ community.

Werecognize the value of equity, diversity and inclusion and are committed toaddressing

systemicbarriers, and prioritizing, attracting and retaining diverse staff. Allinterested and

eligiblepeople will be considered, with due consideration to all protected groundsunder the

OntarioHuman Rights Code.

accountability,openness and consistency. Our recruitment process reflects our commitment to

equity,diversity and inclusion. Accommodations are available throughout therecruitment

process aswell as during employment at LAO. Please direct any accommodation requests to

ourrecruitment team.

Primary function

Theincumbent will use their excellent client service skills and knowledge of LegalAid Ontario (LAO) tomeet client needs and expectations through the use of a telephone based Clientand

Reportingto: Team Manager, Client and Lawyer Support Centre

This is a100% Work from Home position.

Key accountabilities

• Assistingcallers in a contact centre environment and providing information in priority
• Accessingclient information through the use of PeopleSoft and other computer systems
• ProvidingPublic Legal Information and where appropriate and moving the caller through
• LAO’scontinuum of services
• Clarifyingstatus of specific legal aid applications, in response to telephone inquiriesfrom
• clientsand lawyers
• Enteringand maintaining case details in PeopleSoft, Excel Databases, or other softwarefor
• futurereference by other LAO staff
• Communicatingeligibility for Legal Aid services based on completion of a legal and financial
• Documentingclient issues and escalating to other LAO departments or District Offices
• Referringapplicants that have been refused or that don’t meet established assistance guidelinesto seek other legal and/or government services, including the lawyer referral service,legal clinics, and duty counsel, where appropriate
• Identifyingareas of improvement and voicing ideas to help build a strong foundation for a clientservice delivery structure grounded in best practices
• Respondingto queries and complaints in a professional, courteous manner and providing referralsto appropriately address requests for further information
• Workingwith exposure to emotionally charged situations and distressing or traumatic content—forexample, providing support to agitated clients or hearing disclosures oftraumatic experiences.
• Otherrelated duties as required
• Excellent verbal and written communication skills and sound judgement forsupporting clients
• Excellentcustomer service skills with the proven ability to empathetically managedifficult
• clientrelationships while effectively resolving outstanding issues or problems.
• Knowledgeof the larger social justice network in which LAO operates and provides client
• Organizationalskills with excellent attention to detail and the ability to multitask
• Knowledgeof and experience with Aboriginal Peoples culture is considered an asset
• Demonstratedcompetency with PeopleSoft software will be considered an asset
• Demonstratedcompetency with Microsoft Office software
• DemonstratedProficiency in oral and written French (as well as English), selected candidateswill be tested)

Client focus

• Adaptabilityand Flexibility
• PersonalMotivation and Accountability
• Focuson Quality and Best Practice
• ProblemSolving and Judgment
• Teamworkand Collaboration

What do we offer?

At LegalAid Ontario, we are committed to fostering a supportive and rewarding work

environmentfor our employees. Our comprehensive benefits package reflects this

commitmentand is designed to enhance both professional and personal well-being.

We have acomprehensive health and wellness program that include dental, health and life

insurancealong with Basic Accidental Death & Dismemberment (AD&D) Insurance,Short [1] Term Disability (STD), andLong-Term Disability (LTD) coverage.

Employeesat Legal Aid Ontario also enjoy generous paid time-off policy includingvacation

days,illness days, discretionary days and statutory holidays.

Employeesare eligible to be enrolled to OPSEU Pension Plan, administered by OPSEU

PensionPlan Trust Fund (OPTrust).

Internet Type

• Supported: Cable, DSL and Fibre
• NotSupported: LTE, Satellite or Wireless
• Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload:20
• Mbps
• Actualrequired speeds during business hours:Download: 25 Mbps/Upload: 10 Mbps

InternetType:

Minimum employee home internet requirements include:

InternetType:

• Supported: Cable, DSL and Fibre
• NotSupported: LTE, Satellite or Wireless
• Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload:20
• Mbps
• Actualrequired speeds during business hours:Download: 25 Mbps/Upload: 10 Mbps

Thecandidate’s existing internet provider and package will be validated during thepre screening process, based on the physical address provided for thecandidate’s remote work

location.In some cases, employee internet speeds may need to be increased in order tomeet

businessneeds. Only those candidates selected for an interview will be notified.

Currently,the virtual live mandatory training is scheduled between (full participation is

required):

Employees at Legal Aid Ontario also enjoy generous paid time-off policy including vacation

days,illness days, discretionary days and statutory holidays.