Supervisor, Intake B020-24

LEGAL AID BC

POSTING

 

TO:                                 LABC STAFF (cc: BCGEU)

 

FROM:                            HUMAN RESOURCES DEPARTMENT

 

POSITION:                      SUPERVISOR, INTAKE

 

                                        ONE REGULAR FULL-TIME POSITION – VANCOUVER

 

COMPETITION NO:        B020-24

 

DATE POSTED:              May 7, 2024

 

CLOSING DATE:            May 15, 2024

 

STARTING DATE:           ASAP

 

SALARY:                         Job Class 16 ($65,100 - $74,366)

 

HOURS OF WORK:        35 hours per week, Monday to Friday

This position has the option to participate in a modified work week schedule (37.5 hours/week) Monday to Friday, with the extra hours worked as one earned day off taken once every three-week scheduled cycle.

 

PRIMARY FUNCTION:   

 

To supervise and provide direction to Intake staff on intake process, interview applicants to determine eligibility and coverage for legal aid, monitor, review and verify applications; provide instruction and guidance on legal issues, policies and procedures; investigate complaints, assess/design procedural systems.

 

The following job duties are illustrative examples and shall not be construed as an exhaustive description of all the work requirements that may be inherent in the job.

 

VALUES STATEMENT: 

 

Our commitment to the principles of fundamental justice embedded in the Charter of Rights and Freedoms, and to Truth and Reconciliation, and Equity, Diversity, and Inclusion is ambitious and foundational.  It informs everything we do, as we defend liberty, equality, autonomy, and dignity; as we dismantle colonization, racism, sexism, transphobia and homophobia, and all discrimination.  These are our values, and they inform our hiring practices too.  Our business is aiding people in severe legal distress and necessitates internal and external alignment of practicing these values.  Integrating Truth and Reconciliation and Equity, Diversity, and Inclusion throughout every aspect of Legal Aid BC is critical to building that culture, and we prioritize ongoing resources to achieve that goal. 

 

DUTIES:

 

1. SUPERVISE INTAKE PROCESS AND CALL CENTRE: 

1. Oversee work of Intake staff to provide an empathetic, non-judgemental, open-minded and person-centred approach aimed at building trust with clients in order to identify legal problems(s) and urgency, meeting them where they are at; 
2. Coach staff to provide quality client care through practice of active listening, non-violent communication, non-violent crisis intervention, de-escalation techniques in order to achieve productive communication and information sharing with clients facing barriers to service through a lens of Truth & Reconciliation and Equity, Diversity & Inclusion; 
3. Check, review and verify information on legal aid applications of intake team; 
4. Provide instruction/guidance on legal issues, policies and procedures and legal resource materials to staff daily; 
5. Respond to questions and requests for assistance from Vancouver Intake staff, refer and/or consult on complex legal matters or difficult situations with manager as required; 
6. Interview applicants for legal aid and determine eligibility and coverage for all legal aid services; Review rejected files on request of interviewer/applicant; obtain new or missing information (if any), reassess and take appropriate action, explain policies; escalate to the Audit & Investigation Department when necessary; 
7. Respond to enquiries referred by reception/switchboard such as telephone intake from hospitals, shut-ins, freedom of information requests etc. Explain organization policy and refer to appropriate department, if necessary; 
8. Maintain regular communication of pertinent information to all intake staff, local agent assistants, provincial supervisors, department managers, supervisors and others, as required; 
9. Provide on-going training on Call Centre, Client Information System (CIS) and intake process with staff; 
10. Monitor calls and provide trend data to the Department Supervisor and Manager; 
11. Monitor Intake operations to identify areas for improvement and make changes to process or procedures to improve operations and meet Intake objectives; 
12. Make recommendations to Department Supervisor and Manager to improve department operations, as needed; 
13. Compile and track performance at a team or individual level using the Call Centre reporting system, CIS reports and data management systems; 
14. Liaise with other departments regarding intake processes; 
15. Lead and conduct team meetings to review case load and team activities; 
16. Act as resource for Intake team to de-brief and troubleshoot challenges with clients and difficult client interactions; and  
17. Collaborate with stakeholders to remove barriers for clients to Intake applications and access to Legal Aid BC services. 
18. Provide training and implement changes affecting Intake procedures; 
19. Identify topics and create and maintain training aids and distribute to Intake staff; 
20. Ensure Intake staff understand and have been trained to carry out policy and process changes that affect Intake procedures; 
21. Monitor and provide feedback to Intake staff and provide direction in performance development, including establishing individual goals and objectives; 
22. Review Intake Policies and Procedures (IPP) and recommend updates and provide interpretations of IPP to Intake staff; 
23. Provide input and information for development of intake call centre system, processes, guidelines and evaluations; 

 

2. REVIEW REQUESTS FOR RETROACTIVE AND ESCALATED LEGAL AID SERVICES: 

1. Assess and authorize retroactive approvals from lawyers when required; 
2. Assess and approve legal aid requests escalated by private bar or staff member because of unique circumstances; 
3. Review complex case files and provide discretionary approval or provide recommendation to Provincial Supervisors for discretionary reviews, where needed;  
4. Review and assess complex Intake files referred by Intake staff and decide on best course of action; 
5. Assist Intake staff in more complex or difficult client interactions as needed and take conduct of file and interactions with clients, if needed; and  
6.  Review complaints from clients, provide corrective action, or refer to Supervisor or Manager, if necessary. 

 

3. PERFORM SUPERVISORY DUTIES: 

1. Plan, assign, review, monitor and evaluate the day-to-day work of staff; 
2. Provide day-to-day supervision of staff including attendance management, overtime and training request approvals, casual time sheet approvals, scheduling of vacations, modified work weeks and other time off, and recommend disciplinary action as necessary; 
3. Plan and design procedural systems for intake process to meet constant changes in policies/procedures and legislation; 
4. Respond to day-to-day needs and problems of intake staff and process; 
5. Provide direction and guidance to staff to ensure completion of tasks and areas of business accountability, including quality of and accuracy of work; 
6. Participate in hiring, and training of staff and providing ongoing support and coaching; 
7. Assist staff to obtain necessary resources and professional development to assist them in their regular work and in achievement of strategic objectives; 
8. Assist in ongoing training on intake processes with staff; 
9. Resolve conflicts if disagreements arise and resolve issues that impact project, section and organization success; and 
10. Provide back up for other supervisors, as required. 

 

4. PARTICIPATE IN COMMUNITY DEVELOPMENT AND PUBLC LEGAL EDUCATION: 

1. Liaise with community agencies/groups regarding services provided or needed in the community; 
2. Design and present public legal education workshops and presentations on legal aid application services; and  
3. Provide support to Community Partners and other community groups on legal aid applications. 

 

5. PERFORM OTHER RELATED DUTIES: 

1. Respond to urgent and emergent situations as needed and engage emergency services as appropriate; 
2. Approve interpreter invoices for Vancouver intake;  
3. Participate and facilitate department meetings; and 
4. Other related duties, as assigned. 

 

QUALIFICATIONS:

 

Basic Requirements: 

• Grade 12 education supplemented by post-secondary education in Social Work, Psychology, 
• Criminology, or training as a Paralegal 
• minimum 5 years relevant experience as outlined in rated requirements with at least 2 years as an Intake Legal Assistant and experience as supervisor to diverse team  
• OR an equivalent combination of education/experience 

 

Rated Requirements 

• Extensive knowledge of Intake Policies and Procedures  
• Extensive knowledge of family, CFCSA, criminal and immigration law 
• Extensive knowledge of Legal Aid BC policy and procedures 
• Knowledge of Client Information System and intake call centre system  
• Must have supervisory and training experience 
• Ability to practice cultural competency using an extensive knowledge of Truth & Reconciliation and Equity, Diversity & Inclusion 
• Ability to analyze and assess legal problems 
• Ability to compile and analyse reports from systems to track Intake metrics 
• Ability to identify urgency and give appropriate legal information, procedural assistance, or make a referral 

• Ability to work effectively with a wide range of people including those with low incomes, physical/emotional disabilities, limited literacy, or otherwise disadvantaged 
• Ability to deal with distressed, demanding and/or hostile clients 
• Ability to recognize, de-escalate and defuse stressful situations and deal with clients in a sensitive and respectful manner  
• Ability to supervise and train staff 
• Ability to work well under pressure 
• Ability to make and maintain effective contacts with community groups  
• Must have excellent communication and interpersonal skills 
• Must be discreet and able to manage confidential information  
• Must be able to work well with others in a team setting 
• Must be familiar with general software applications (MS Word, Outlook) 
• Must have a strong desire to assist disadvantaged clients, including those with mental disabilities, those with low income, or those who have English as an Additional Language  
• Second language is an asset 
• Demonstrated awareness of the community's cultural diversity 
• Experience in working and understanding of Indigenous, immigrant and marginalized communities 

 

We offer (based on your employment status and affiliation):

• Four weeks paid vacation to start that grows the longer you are with LABC
• An excellent employee benefits package, where premiums are 100% paid by LABC
• A generous defined benefit pension plan
• Support for training and development
• An Employee and Family Assistance program
• The opportunity to participate in various Employee programs (Employee Wellness, etc.)
• Support for a healthy work/life balance
• Generous leave provisions (sick time, special leaves) 
• 13 paid statutory holidays
• An opportunity for a flexible hybrid work arrangement for some positions (LABC reserves the right to change this policy at any time)
• Transit friendly employer for eligible staff to have their commute subsidized
• Dog-friendly offices 
• Dedicated Cultural Leave provisions for Indigenous employees
• An Equity, Diversity and Inclusion Council, and Indigenous employees Council and Accessibility Committee of employees from equity-seeking groups that advises on ongoing improvements and investments in Equity, Diversity and Inclusion at our workplace

 

This competition may require skills testing based on the qualifications for this position: Written Assessment

 

Employment is conditional upon completing and obtaining clearance from the following: Criminal Record Check (CRC) in accordance with the Criminal Records Review Act Security clearance check by BC Corrections including a Canadian Police Information Computer (CPIC) system check

 

 

VISIT OUR WEBSITE AT www.legalaid.bc.ca

 

We would like to thank all external applicants for their interest but regret that only those shortlisted will be contacted.