Courthouse Intake & Assessment Officer (Temp) – Internal


Competition Number: LAA-21-17

Job Type: Full Time, Temporary (up to 6 Months)

Location: Edmonton

Posting: Internal

Competition Ends: April 13, 2021

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

Our Client Services Call Centre is currently seeking to fill a full-time temporary Courthouse Intake & Assessment Officer position (up to 6 months) in our Edmonton office.

As a CIAO, you will assess and determine eligibility for all in-person applicants at the courthouse.   Assessments include eligible matters for criminal, family, and immigration issues.  You will assist Duty Counsel both at the courthouse and through other channels such as email and Microsoft Teams for Duty Counsel throughout the province.

Key Responsibilities – your key responsibilities will include:

  • Perform Docket Support for Duty Counsel by reviewing daily docket matters to provide service eligibility detail (current legal issue, history, complex client assessment based on pre-defined guidelines. i.e. FASD, self-identified mental health challenges)
  • Review files and make decision (based on requirements) to Duty Counsel for service approval
  • Refer client to Duty Counsel, Assessment Team, RCAS or LAA website for assistance as required.
  • Access JOIN to validate client legal issue and court date (where applicable) for criminal matters, and enter information accurately into CRM
  • Create a standard monthly payment plan upon initial contact for new and existing clients as applicable based on established guidelines.
  • Upload and attach client’s documents into CRM as required on a daily basis
  • Performs other duties as required


Qualifications & Experience:

  • Post-secondary degree/diploma in criminal justice/corrections is preferred
  • Minimum 2 years’ experience in a legal field
  • Experience interacting/interviewing with clients to complete applications

Required Skills and Competencies:

  • Excellent communication skills including active listening, and the ability to build rapport and convey empathy
  • Demonstrated ability to utilize effective and efficient interviewing techniques to skillfully govern the client through the application process
  • Demonstrated ability to gather information from all relevant sources to make a comprehensive detailed recommendation with an understanding of how the decision will impact the client and the organization
  • Ability to remain calm and be effective during challenging situation
  • Ability to work in a team environment demonstrating flexibility and assertiveness in a changing workplace
  • Able to complete a comprehensive review of a variety of data points to provide a quality recommendation to Duty Counsel regarding service eligibility
  • Ability to work without close supervision, and take initiative

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, Outlook, and MS Teams
  • Ability to understanding, interpret and apply Legal Aid Rules, Board & Administrative Policies, Processes and Procedures with sound judgment
  • Minimum of 50 WPM typing skills

Notes: Applicants selected for an interview will be required to complete some pre-employment skill assessments.

How To Apply

If you are excited about this position, are an internal employee and you possess the above requirements, please forward your resume to [email protected] referencing posting number LAA-21-17.   

Thank you for your application, please note that only those applicants selected for an interview will be contacted. This competition will remain open until April 13, 2021. 

Stay Informed

The latest news from LAA delivered straight to your inbox.