Training and Quality Specialist (6 months)

Legal Aid Ontario; Toronto; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Certification in training (asset)

French language skills (asset)

Job summary

Legal Aid Ontario is seeking a Training and Quality Specialist in the Intake Operations Support department to develop and deliver staff training, a QA program, and knowledge resources that improve intake efficiency. You will design content and materials, analyze training needs, monitor quality, and support remote learning while reporting to the Manager, Knowledge and Information Management and Training.

This is a full-time role based at the Provincial Office that offers opportunities to

Qualifications

• Experience delivering training to adult learners.
• Ability to manage a full training cycle from design to delivery.
• Strong writing and content development skills.
• Knowledge management and content development experience.
• Experience with remote/online training delivery methods.
• Excellent presentation, facilitation and relationship-building skills.
• Understanding of LAO policies and procedures.

Responsibilities

• Conduct orientation sessions and arrange on-the-job training for new hires.
• Create, develop and deliver LAO training initiatives (LAO 2020, process changes).
• Plan, develop, and provide training programs using classroom and on-the-job methods.
• Analyze training needs to develop or modify programs.
• Evaluate training effectiveness and suggest improvements.
• Develop content, manuals, multimedia aids for staff interactions on platforms like Chat, KIM, Service Location Finder.
• Maintain KIM content per style guide and support KIM users.
• Develop a QA program and ensure QA is incorporated into training.
• Monitor calls for QA and advise on staff training and knowledge needs.
• Identify service problems and propose solutions.

Skills

Front-line LAO experience

Adult training delivery

Full training cycle management

Training best practices

Clear writing skills

Knowledge management

Remote learning delivery

Presentation and facilitation

Client service awareness

Interpersonal and motivating skills

Critical thinking

LAO policies familiarity

E-learning delivery methods

Job description

Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients. As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law. If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Primary function

This position located in the Intake Operations Support department which is responsible for the development and delivery of staff training and creation of information and knowledge resources that will help intake staff operate at optimal efficiency. The Training and Quality Specialist will also develop and support a quality assurance (QA) program and ensure that QA standards are incorporated into the training process. Home Location: Provincial Office Secondary/tertiary locations: N/A Reporting to: Manager, Knowledge and Information Management and Training

Key accountabilities

• Conduct orientation sessions and arrange on-the-job training for new hires
• Create, develop and deliver training to staff pertaining to LAO initiatives (such as; LASA 2020, business process changes….etc.).
• Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences and workshops
• Analyze training needs to develop new training programs or modify and improve existing programs
• Evaluate the effectiveness of training programs and provide recommendations for improvement
• Develop and design content, training manuals, multimedia visual aids, and other educational materials on various platforms for staff/client interactions to satisfy knowledge and content needs. These platforms include; Chat, KIM, Service Location Finder.
• Adhere and practice knowledge and information management principles
• Motivate staff in achieving high performance, oversee the design and delivery of training programs
• Create and maintain KIM content ensuring that information adheres to the KIM style guide
• Provide support to KIM users and assist in identifying knowledge needs and information gaps
• Develop a quality assurance (QA) program standards and ensure that quality assurance is incorporated into the training process
• Monitor calls for quality assurance
• Provide advice and input on staff training and knowledge needs relating to operational policies, procedures and practices affecting client service
• Support the development and design of improved information services for LAO clients and staff
• Identify service problems and recommend solutions

Required Skills & Experience

• 2 year or more experience in LAO’s front line roles specific to the delivery of certificate program services(this may include intake experience such as taking a legal aid application)
• Work experience in developing and delivering training to adult learners
• Experience in managing a full training cycle
• A combination of training, education and experience that demonstrates a solid background in training best practices and fundamentals
• Excellent writing skills with the ability to write in a clear and concise manner and convey information appropriately for the intended audiences
• Understanding of knowledge management principles and practices including content development
• Understanding in developing and implementing employee training and quality assurance programs in a remote learning environment
• Strong presentation, facilitation, consulting and relationship building skills
• Sound knowledge of best practices relating to client service provision and previous experience in the areas of training and quality assurance
• Excellent interpersonal and motivating skills
• Critical thinking with the ability to recognize the interdependency in relevant work
• Advanced understanding of LAO’s policies and procedures
• Experience with alternative and technology based training delivery methods such e-learning

Assets

• Certification in training is an asset
• French language skills are an asset

Final candidates for this position will be required to undergo a criminal record check. This position is represented by OPSEU and the employee will be governed by the provisions of the collective agreement and union dues will be deducted bi-weekly from date of hire.

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community. We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code. Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.