Supervisor, Family Advice Services - Vancouver, Canada - Legal Aid BC

Legal Aid BC

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are

Legal Aid BC (LABC) is a non-profit organization, created by the Legal Services Society Act in 1979, to provide legal information, advice, and representation services to some of BC's most vulnerable and marginalized citizens; those who do not have the financial, educational, social or health resources to effectively access the justice system when their families, freedom, or safety are at risk.

Our vision is client-focused legal aid that ensures access to justice for all, with a mission to provide legal aid services that people need, and to promote better access to justice.

At LABC, we know that our continued ability to help the people who need us is due to the hardworking individuals who make up our team, dedicated to making a difference in the lives of people in need.

We foster a positive culture of open communication for our team to thrive within, underpinned by our values of service, diversity, integrity, accountability, and leadership.

Legal Aid BC is committed to making equity, diversity, and inclusion part of everything we do. We need people from all backgrounds and experiences to help build the future of legal aid. We care deeply about the culture we are creating and are seeking staff that are not only strong in their own aptitudes but care deeply about supporting the people we serve and each other. If this sounds like you, please apply_

The Opportunity
As
Supervisor, Family Advice Services, your primary function is to supervise the family advice intake and administrative processes on the Family LawLINE and other family advice services (ex. Family duty counsel) and ensure the established standards of quality, including reliability, timeliness, and performance are met.

Provide training, instruction and guidance on use of telephone systems, equipment, and technology and coordinate operations within Vancouver and remote LABC family advice locations.

Investigate complaints and assess/design procedural systems.

Liaise, assist and support IT staff to ensure that all family advice telephone, technical and CIS issues are logged, tracked and fixed in a timely and accurate manner.

Effectively write and edit test scripts, create dashboards and create/edit user guides, job aids.

Key accountabilities include, but aren't limited to:
a) Perform call monitoring and provide trend data to the Department Manager;
b) Compile and track call centre performance at a team or individual level using the telephone reporting system, CIS reports and other data management systems;
c) Liaise with IT to ensure the reporting systems can be adapted to fit family advice services' needs;
d) Ensure call centre quality control benchmarks such as wait times, dropped calls and volumes are being met;
e) Set the quality standards for incoming calls and determine if the calls are handled according to LABC standards

More About You

You have:

Grade 12 education supplemented by relevant certificate/degree in related courses (business administration, criminology, administrative legal assistant)
Minimum 5 years' relevant experience, including at least 2 years as an Intake Legal Assistant, and at least 1 year (within the past 5 years) in a call centre environment, or relevant experience as outlined in rated requirements
OR an equivalent combination of education/experience
All LABC employees are required to provide proof of full COVID19 vaccination as a condition of hire and ongoing employment._

We Offer
A competitive annual salary, as well as a comprehensive benefits package (based on your employment status and affiliation) including:

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 pension plan
Support for training and development
An Employee and Family Assistance program
The opportunity to participate in various Employee programs (Employee Wellness, etc.)
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)
We would like to thank all external applicants for their interest but regret that only those shortlisted will be contacted._