LAA-24-25 - Contact Centre Intake Officer (Full Time)

Legal Aid Alberta is seeking to fill three (3) vacancies for full-time permanent, Contact Centre Intake Officer (CCIO) 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.

Who you are
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.

What you need to know about the role

• CCIOs are responsible for directly engaging with clients that may be emotionally charged. Some of the situations may involve:
  • Criminal Offences (Adult and Youth)
  • Domestic Violence
  • Child Abduction and Child Welfare apprehensions
  • Refugee Claims etc.
• CCIOs are responsible for managing callers in heightened emotional states, which may include fear, hopelessness, rage, self-harm, and conflict.
• We support Albertans facing legal issues who are often in distress, in addition to those calling from jail or a police station, we assist individuals in shelters, hospitals, treatment centers, young offenders’ centers, and mental health facilities. 
• Our Contact Centre handles approximately 750 calls per day, most clients applying for assistance are involved in the criminal justice system.
  Call evaluations and metrics are utilized to help ensure a positive and uniform client experience, with team members receiving actionable feedback, coaching and support.  

Job Description
Reporting to the Manager, Client Intake Services, some of the key responsibilities include:

• Talking to clients on the phone to determine if they’re eligible for Legal Aid Alberta services.
  Referring clients to the appropriate legal team, based on established guidelines.
• Answering a high volume of calls professionally and efficiently in a call centre environment.
• Reviewing and assessing online applications based on established procedures to determine if they’re eligible for Legal Aid Alberta services.
• Entering data and record keeping.
• Assisting clients with their repayment options.
• Developing your service skills through quality assurance feedback and contact centre monitoring.
• Contributing your ideas to further improve Legal Aid Alberta services.
• Ensuring the privacy of clients and dealing with sensitive data appropriately

Qualifications

Education and Experience:

• To be successful in the role, you will have at least 2-3 years of work experience in jobs with a focus in customer service
• Experience working in high volume inbound call center environment will be considered as an asset.

• Legal support experience or educational background will be considered an asset
• You must have a high school diploma
• Post-secondary diploma will be an asset

Knowledge and Skills:

• Active listening
• Excellent communication skills
• Ability to manage diverse and high-volume calls while completing data entry simultaneously.
• High levels of accuracy and attention to detail.
• Ability to remain calm and be effective during challenging situations.
• Ability to adapt in a changing workplace.
• Problem solving attitude.

Behavioural Attributes:

• Strong ability to manage high stress, emotionally charged situations with calm and controlled demeanor.
• High degree of emotional intelligence
• Display of confidence and grit when managing challenging clients
• Demonstrate resilient attitude, with ability bounce back from challenging situations.
• Strong problem-solving skills, with ability to make decisions quickly under stressful situations.
• Strong attention to detail
• Ability to communicate accurately and effectively.
• Ability to navigate changes or unexpected challenges with a positive attitude.

What We Offer
We are committed to creating a work environment that promotes mental health and well-being. Perks for working with us:

• Full Time Salary Starting at – $3,539.16/month
• Hybrid work culture – occasional days in the office
• Monday through Friday schedule between 8 a.m. and 5 p.m.
• Three weeks paid vacation and two bonus days
• 12 paid statutory holidays
• Extended paid time off around the December holiday period
• Health and dental benefits
• RRSP with 7% employer match
• Flexible benefit options (Health and Personal spending account) to cover additional health care costs or to spend on eligible expenses such as fitness services, tuition, green living, childcare needs, etc.
• Room to grow your career

How to Apply
If you got excited at the prospect of being a part of our team when you reviewed this posting and you meet the minimum qualifications, select “Apply Now” to apply for this position. This position will close on May 8th, 2024. Please note that only those selected for an interview will be contacted.

Requirements
The successful candidate will be required to provide an acceptable criminal record check.
Shortlisted candidates will have to undergo a behavioural and skill assessment test to qualify.