Training and Quality Specialist - Toronto, Canada - Legal Aid Ontario

Legal Aid Ontario

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Company Bio
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.

Primary function

This position located in the Intake Operations Support department which is responsible for the development and delivery of staff training and creation of information and knowledge resources that will help intake staff operate at optimal efficiency.

The Training and Quality Specialist will also develop and support a quality assurance (QA) program and ensure that QA standards are incorporated into the training process.

Home location:
Provincial Office

Secondary/tertiary locations:
not applicable

Reporting to:
Manager, Knowledge and Information Management and Training.

Key accountabilities

Conduct orientation sessions and arrange onthejob training for new hires
Create, develop and deliver training to staff pertaining to LAO initiatives (such as; LASA 2020, business process ).
Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, onthejob training, meetings, conferences and workshops
Analyze training needs to develop new training programs or modify and improve existing programs
Evaluate the effectiveness of training programs and provide recommendations for improvement
Develop and design content, training manuals, multimedia visual aids, and other educational materials on various platforms for staff/client interactions to satisfy knowledge and content needs. These platforms include; Chat, KIM, Service Location Finder.
Adhere and practice knowledge and information management principles
Motivate staff in achieving high performance, oversee the design and delivery of training programs
Create and maintain KIM content ensuring that information adheres to the KIM style guide
Provide support to KIM users and assist in identifying knowledge needs and information gaps
Develop a quality assurance (QA) program standards and ensure that quality assurance is incorporated into the training process
Monitor calls for quality assurance
Provide advice and input on staff training and knowledge needs relating to operational policies, procedures and practices affecting client service
Support the development and design of improved information services for LAO clients and staff
Identify service problems and recommend solutions

Required skills & experience

Work experience in developing and delivering training to adult learners
Experience in managing a full training cycle
A combination of training, education and experience that demonstrates a solid background in training best practices and fundamentals
Excellent writing skills with the ability to write in a clear and concise manner and convey information appropriately for the intended audiences
Understanding of knowledge management principles and practices including content development
Understanding in developing and implementing employee training and quality assurance programs in a remote learning environment
Strong presentation, facilitation, consulting and relationship building skills
Sound knowledge of best practices relating to client service provision and previous experience in the areas of training and quality assurance
Excellent interpersonal and motivating skills
Critical thinking with the ability to recognize the interdependency in relevant work
Advanced understanding of LAO's policies and procedures
Experience with alternative and technology based training delivery methods such elearning

Assets:

French language skills are an asset
Certification in training is an asset

Organizational Competencies Expected:

Client Focus
Adaptability and Flexibility
Personal Motivation and Accountability
Focus on Quality and Best Practice
Problem Solving and Judgement
Organizational Awareness
Teamwork and Collaboration

As per the requirements of the Collective Agreement governing this position, first consideration is given to current OPSEU member applicants.

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Equity Statement

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, Inu