LAA-26-52 - Legal Intake Specialist - Full Time
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Key skills for this role
Role Overview
Reporting to the Manager, Client Intake Services, some of the key responsibilities include:
• 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.
Key Skills for This Role
Full Job Posting
Job Description
Reporting to the Manager, Client Intake Services, some of the key responsibilities include:
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.
Education and Experience
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.
Experience in criminology, law or relevant industry experience is an asset.
Knowledge and Skills
- Knowledge
- 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.
- Skills
- 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
- Technical Skills
- 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).
Perks of working with us
- Full-Time Salary ranging between $51,500.00 – $74,662.93
- RRSP employer contribution
- Health and dental benefits
- Health and wellness accounts
- Employee assistance program
- Hybrid work opportunities
- Team environment
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, please select ‘Apply Now’ to create your candidate profile. This competition will remain open until a suitable candidate is found. Only those selected for an interview will be contacted.
- Anticipated Start Date – September 28, 2026
Requirements
- The successful candidate will be required to provide an acceptable criminal record check and social media screening. Shortlisted candidates will have to undergo a personality assessment test to qualify.
About Legal Aid Alberta
Publicly funded nonprofit legal services provider serving disadvantaged Albertans in criminal, family, child welfare and immigration matters.
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