Contact Centre Intake Officer


Competition Number: LAA-20-68

Job Type: Full Time, Permanent

Location: Edmonton

Posting: External

Competition Ends: When suitable applicant found.

Who We Are

Legal Aid Alberta is a Centre of Excellence that helps vulnerable Albertans across the province at some of the most difficult times in their lives. Through professional, effective and accessible services that support better outcomes for our clients, we make a difference in the lives of Albertans and deliver value that extends beyond those who receive our services.

Job Description

Based on pre-defined criteria, the Contact Centre Intake Officer obtains information and financial data from the client to determine service and financial eligibility. Applications involving criminal, family, civil and immigration law will be completed over the phone within our Contact Centre.

Key Responsibilities include:

  • Handling high volume in-bound calls to obtain information from client
  • Professionally and efficiently answer client calls seeking service from LAA
  • Handling different assigned phone queues including but not limited: General, Remand, Youth, Live Answer, Payments, etc.
  • Entering client information and financial data accurately into CRM
  • Where necessary, this position may task the matter(s) pending additional information from the client or awaiting internal activities in order to complete the assessment
  • For criminal matter, accessing JOIN to validate client legal issue and court date (where applicable) and enter accurately into CRM
  • Referring client (based on legal issue) to Duty Counsel, Assessment Team or forwarding offer to appropriate lawyer based on a defined appointing process.
  • Referring clients to RCAS or Legal Aid website for assistance for specific family matters
  • The Contact Centre Intake Officer may be assigned on a rotational basis to review and resend rejected offers.
  • Creating a standard monthly payment plan upon initial contact for new and existing clients as applicable based on established guidelines. Contacting clients on a rotational basis to negotiate payment arrangements
  • Taking payment from a client
  • Participating in special projects, focus groups, or acting as a subject matter expert for client services process or change initiatives
  • Performing other duties as assigned


Education, Knowledge and Experience:

  • Post-secondary education in administration -considered an asset
  • Previous experience in a law firm – considered an asset
  • Experience as an agent using live chat – considered a strong asset
  • Experience interacting with clients to conduct assessments and / or provide service is essential
  • Prior Contact/Call Centre experience is preferred
  • Knowledge of Criminal/Family/Civil/Immigration Law procedures and terminology – considered an asset

Success in this role requires:

  • Application of good judgment, critical thinking and problem solving skills
  • Ability to relate with clients from diverse background
  • Ability to thrive in a fast paced, high call volume and live chats environment while remaining calm when dealing with clients
  • High levels of accuracy, attention to detail, client-focused and quality-oriented performance
  • Professional phone etiquette and the ability to perform effectively under tight deadlines
  • Strong information gathering and good listening skills
  • Demonstrated ability to utilize effective and efficient call flow techniques to skillfully govern the client through the application process
  • Ability to interpret and apply Legal Aid Rules, Board & Administrative Policies, Processes and Procedures with sound judgment
  • Must be motivated to learn and develop
  • A true commitment to a position as a Call Centre representative

Technical Skills:

  • A high level of comfort working with technology and a keen enthusiasm for learning new systems including computer literacy of MS Office (Word, Excel and Outlook)
  • Understanding of databases and various computer applications:
    • Required – Ability to organize and transcribe real-time client interactions to a variety of computer applications (CRM tools)
    • Required – Ability to handle live chats in a technical environment
    • Experience with JOIN, Great Plains and Moneris is an asset


  • You must be able to meet security clearance for Department of Justice databases (e.g. JOIN).
  • Preference will be given to individuals with proven customer service experience in an in-bound call centre
  • Applicants selected for an interview will be required to complete pre-employment skill assessments.

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 forward your resume to [email protected] referencing posting number LAA-20-68.

This competition will remain open until the position is filled. Only those applicants selected for an interview will be contacted.

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