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Apply By: Monday, September 28, 2026 11:59 pm EDT

Client Service Specialist

Job ID: 249348

Posting status:

Open

Organization:

Legal Aid Ontario

Division:

Client and Lawyer Support Centre

City:

Any City

Position(s) language:

English

Job term:

4 Temporary contract positions for up to 24 months, with the possibility of extension and/or conversion to an FTE.

Job code:

Not Available - Not Available

Salary:

Not available $58,589.09 - $67,920.79 per year

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.

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

About the job

Primary function: This position is responsible for providing Tier 2 Client Lawyer Service Centre (CLSC) services to clients who choose to access Legal Aid Ontario (LAO) by telephone and online chat. This includes interviewing legal aid applicants over the phone to obtain the legal and financial information necessary to decide whether a legal aid certificate should be issued, or if alternative service is appropriate.

This is a 100% Work from Home position.

Reporting to: Team Manager, Client and Lawyer Support Centre

What you bring to the team

Mandatory Requirements

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

- Monday, November 23, 2026 - Wednesday, December 16, 2026
- Tuesday, May 25, 2027 - Thursday, June 24, 2027

Additional Requirements:

A dedicated computer system with all required software will be provided to successful candidates throughout their employment, including an Ethernet cable that will need to be connected to an employee provided high-speed home internet connection. Sufficient actual bandwidth must be available during business hours in addition to an personal use in the home. Minimum employee home internet requirements include:

- Supported: Cable, DSL and Fibre
- Not Supported: LTE, Satellite or Wireless
- Recommended Minimum Internet Package Posted Speeds: Download: 75 Mbps/Upload: 20

Mbps
- Actual required speeds during business hours: Download: 25 Mbps/Upload: 10 Mbps

The candidate's existing internet provider and package will be validated during the pre screening process, based on the physical address provided for the candidate's remote work location. In some cases, employee internet speeds may need to be increased in order to meet business needs.

Key accountabilities

- Assisting callers in a contact centre environment and by providing assistance in priority sequence.
- Determine applicant's legal eligibility for legal aid service, following advanced guidelines set out in LAO's policy and procedures.
- Actively solicit and analyze applicant's financial eligibility for legal aid service, based on understanding of the applicant's financial details and LAO's policies and procedures
- Making a decision whether or not to issue a legal aid certificate, based the applicant's legal and financial assessment, and LAO eligibility policies
- Explaining where, when and how to access non-certificate services available to applicants, including, local legal service centres, legal clinics, duty counsel, and the lawyer referral service.
- Clarifying status of specific legal aid files, in response to telephone inquiries from clients
- Entering and maintaining client files and details in customer relationship management (CRM)

software, spreadsheets, databases, and other tools
- Responding to queries and complaints in a professional,



courteous manner and providing referrals to appropriately address requests for further information
- Documenting client issues and escalating to other LAO departments as appropriate
- Identifying areas of improvement and voicing ideas to help build a strong foundation for a client service delivery structure grounded in best practices
- Working with exposure to emotionally charged situations and distressing or traumatic content for example, providing support to agitated clients or hearing disclosures of traumatic experiences
- Performing back office file review, decision making and processing duties for certificates and/or contribution agreements
- Other related duties as required

Required skills & experience

- Excellent customer service skills with the proven ability to empathetically manage difficult client relationships while effectively resolving outstanding issues or problems
- Ability to efficiently elicit and process the necessary information from a diverse clientele, reasoning out and making sound judgements around eligibility
- Excellent verbal and written communication skills with a demonstrated aptitude for interviewing
- Organizational skills with excellent attention to detail and the ability to multitask
- Knowledge of the larger social justice network in which LAO operates
- Proficiency with Microsoft Office Software
- Experience in supporting clients in an online chat environment is considered an asset

Organizational Competencies Expected
- Client Focus
- Adaptability and Flexibility
- Personal Motivation and Accountability
- Focus on Quality and Best Practice
- Problem Solving and Judgment
- Organizational Awareness
- Teamwork and Collaboration

How to apply?

Submit a résumé and cover letter.

- Please clearly set out in your cover letter why you are interested in the Legal Aid Worker position, and highlight relevant experience, skills, and training that make you an ideal candidate.
- Only those candidates selected for an interview will be notified.
- 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.

Note: If a permanent employee, currently represented by OPSEU, is the successful candidatefor this opportunity, they will return to their home position at the conclusion of this assignment, if the position continues to exist.
- Please note that all applicants are encouraged to provide a valid email address for communication purposes.
- Applicants may receive written correspondence regarding this job posting directly to the email address provided on their résumé or to the one used to set up their Candidate Profile if applying on Njoyn.
- As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to a position with LAO? You will need to create a profile AND then apply for the position. Already have an Njoyn account? Just sign in and select "my jobs" to apply.-Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-(phone hidden) or email support:[email protected].

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions. Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

- diversity, equity and inclusion initiatives
- accessibility
- Anti-Racism Policy

What we offer

What does LAO offer? At LAO, we are committed to fostering a supportive and rewarding work setting for our employees. Our comprehensive benefits package reflects our commitment to enhance employees' professional and personal well-being, reflecting our values of equity, inclusion, diversity and belonging.

Your health and wellness

Our health and wellness program includes:

Dental, health and life insurance





- Short-Term Disability and accidental death & dismemberment insurance
- Permanent employees are eligible for long-term disability insurance
- An employee assistance program (EAP) that offers professional, confidential counselling services to employees and members of their immediate families. The EAP operates programs that address common life issues such as childcare, smoking, financial difficulty, and more.

Your work-life balance Employees enjoy generous paid time-off including:
- 17 vacation days at hire,
- Sick days
- Discretionary days
- 3 paid days for religious or cultural observances
- Statutory holidays and The National Day for Truth and Reconciliation, Remembrance Day and Easter Monday

Your career LAO supports your career development by offering professional development and networking through several programs, including training to support a positive culture of equity, diversity, inclusion and belonging (EDIB), and lunch and learns to build client service skills
- Informal Employee Networks for staff with shared identities to connect, support each other and build professional networks
- Law Society of Ontario (LSO) accredited training to support learning and professional development for all employees
- EDIB-focused training
- Mentorship programs, including an Indigenous-focused mentorship program

Your future Employees are eligible to enroll in the defined benefit Public Service Pension Plan which provides financial security during retirement.

Additional information:

Apply by: Monday, September 28, 2026 11:59 pm EDT

Position details:

- 4 English Temporary, duration up to 24 months, Any City, Anywhere in Ontario

Compensation group:

Excluded

Work hours:

Schedule N/A

Category:

Customer and Client Services

Posted on:

Monday, September 14, 2026

How to apply:

- You must submit your application using only one of the methods identified below.
- Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.
- Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.
- Be sure to quote the Job ID number for this position.
- OPS employees are required to quote their WIN EMPLOYEE ID number when applying.

Send application to: To apply submit a cover letter & resume through http://www.legalaid.on.ca/en/careers

Language requirements and assessment:

All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:

Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely).

The circumstances around an employee's exit will be considered prior to an offer of employment.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25. Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.

Strengthening Ontario, together

📌 Client Service Specialist (Ontario)
🏢 Legal Aid Ontario
📍 Ontario