LAA-26-23 - Legal Intake Specialist - Full Time

Legal Aid Alberta•Edmonton, AB

4d•$51,500 - $74,663•Hybrid

About The Position

Legal Aid Alberta is seeking to fill multiple, permanent, full-time Legal Intake Specialist positions in our downtown Edmonton office. This position will appeal to someone who exudes empathy, thrives on challenges, possesses an exceptionally strong commitment to delivering high quality results, and aspires to make a difference. As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province. Working at Legal Aid Alberta means you are committed to upholding the principles of access to justice. You are confident and resilient with the ability to navigate and manage challenging subject matter and emotionally charged clientele. You can empathize with people, while maintaining focus of the task at hand. You have excellent communication skills, with the ability to communicate with individuals from varying backgrounds. You are proficient at data entry, multitasking and staying organized to ensure integrity of records. You are an active listener and able to follow service delivery guidelines to deliver high quality service to our clients. You work best in a fast-paced environment and you’re always up for a challenge. You are committed to self-care and practice positive methods of maintaining your mental and physical well-being.

Requirements

Minimum post secondary diploma from an accredited college or university in a related discipline.
Experience interacting with clients to conduct assessments and / or provide service is essential.
Prior Contact Centre experience is necessary.
Knowledge of Criminal/Family/Civil/Immigration Law procedures and terminology.
Knowledge of Legal Aid Rules, Board and Administrative Policy, and Federal and Provincial Statues, Municipal bylaws, etc.
Adaptability – Stay flexible and ready to pivot as priorities shift.
Time Management – Focus on completing tasks effectively before moving on.
Attention to Detail – Ensure accuracy even when switching tasks quickly.
Use of Tools – Leverage KARL and other resources to streamline transitions.
Maintain a Positive Attitude – Approach challenges with a problem-solving mindset.
Respect Others – Listen actively, avoid interrupting, and be mindful of tone and volume. Always respect all clients and all co-workers.
Be Accountable – Own mistakes, take feedback constructively, and strive for improvement.
Follow Processes – Use tools like KARL correctly, adhere to policies, and ensure accuracy.
Emotional Regulation – Handle stress appropriately and seek support if needed.
Be Present & Punctual – Show up on time, ready to contribute.
Reliability Matters – The team depends on everyone to be consistent.
Commitment to Clients – Regular attendance ensures quality service.
Professionalism – Treat work as a priority and uphold expectations.
Ability to perform effectively under tight deadlines
Understanding of databases and various computer applications.
Ability to organize and transcribe real-time client interactions to a variety of computer applications (CRM tools) is required.
Proficient in MS Word, MS Excel and Outlook.
Meets security clearances for the Department of Justice databases (e.g. JOIN).

Nice To Haves

Experience in criminology, law or relevant industry experience is an asset.

Responsibilities

Answer client calls professionally and efficiently, providing accurate information about LAA Services.
Manage one or more client queues as assigned.
Accurately enter client information and financial data into the CRM system.
Assess caller needs using critical thinking and expertise to complete proper processes and determine appropriate next steps.
Complete Client Gateway forms using critical thinking and expertise to complete proper processes and determine appropriate next steps.
Meet or exceed monthly and yearly Key Performance Indicators (KPIs).
Use call control techniques to efficiently gather essential information, maintaining a client-focused approach completing all calls in a reasonable amount of time.
Exercise appropriate autonomy to ensure call accuracy, efficiency, and resolution.
Provide value to each conversation and clear guidance to clients ensuring they understand their next steps. Task the matter(s) pending additional information from the client or awaiting internal activities in order to complete the assessment.
For criminal matters, access JOIN to verify client legal issue and court date (where applicable) and enter accurately into CRM.
Refer clients based on legal issues to Duty Counsel, Assessment Team.
Complete offer process ensuring the appropriate lawyer is sent the offers.
Refer clients with specific family law matters to appropriate resources such as Resolution Services (RS) or Legal Aid website for assistance.
Confidently and professionally inform ineligible callers of alternative resources including the LAA website.
Review and resend rejected offers on a rotational basis as assigned.
Establish and process standard monthly payment plans for new and existing clients following established guidelines.
Contact clients on a rotational basis to negotiate payment arrangements when
Complete off-call tasks as assigned.
Process client payments as required.
Participate in special projects, focus groups, process improvement initiatives either by volunteering or as assigned.
Performs other duties as assigned necessary.