Quality Service

About Legal Aid Ontario

Reports

Listed below are various reports regarding Quality Service at Legal Aid Ontario. If you require further information on any of the reports listed below please feel free to contact us.


Area Offices

The Quality Service Office (QSO) has partnered with the Institute for Citizen-Centred Service to develop a client survey, using the Institute's common measurements tool (CMT). The survey will be used at LAO's 51 area offices. They consist of standardized questions that will allow LAO to benchmark and identify best practices in client service delivery across Canada.


Community Legal Clinics

Client service measures and self-assessment are the two key Quality Service Office initiatives relating to clinics. In addition, QSO continues to carry out quality reviews of clinics as required and provide best practices and precedents on request.

With client service measures, each clinic reports to LAO the results of 3 measures that focus on access, timeliness, and client feedback.

Click here to view the Community Legal Clinics 2006-2007 Client Services Measures Report. ( PDF 229 KB)

With the self-assessment tool, individual clinics conduct assessments in key areas such as governance and service delivery. It is currently being user-tested and will be finalized in May 2005. The completed self-assessment is submitted anonymously to LAO every three years, and the information used to celebrate clinic strengths and identify systemic issues.

Clinic Self-Assessment Tool ( PDF 281 KB)

Clinic Boards

Website for building governance capacity: www.onboardlegalclinics.org

Student Legal Aid Services Societies (SLASS)

SLASS Self Assement Tool
The SLASS Self-Assessment Tool (SAT) was developed to assist Student Legal Aid Services Societies identify strengths and weaknesses within their societies and decide on priority areas for improvement. The SAT will also provide LAO with information for celebrating SLASS successes and identifying systemic issues.

SLASS Self-Assessment Tool ( MS Word, 422 KB)
SLASS Self-Assessment Tool ( PDF, 565 KB)

SLASS Client Service Measures
The Student Legal Aid Services Societies (SLASS) approved 3 Client Service Measures (CMT) related to access, timeliness, and client satisfaction feedback.

Click here to view the SLASS 2006-07 Client Services Measures results ( PDF KB)

The Quality Service Office at Legal Aid Ontario has developed a resource package to assist SLASSs with the implementation of client service measures.

SLASS Client Service Measures Resource Package ( MS Word, 170 KB)
SLASS Client Service Measures Resource Package ( PDF, 200 KB)

The Quality Service Office carried out on-site, baseline reviews of the six SLASS from 2002-2004 to identify areas of strength and areas requiring improvement. The report summarizes system-wide findings, provides a brief analysis of results, and discusses implications for LAO and SLASS.

QSO REPORT ON SLASS REVIEWS Abridged ( MS Word, 171 KB)
QSO REPORT ON SLASS REVIEWS Abridged ( PDF, 140 KB)


For more information contact Jawad Kassab, kassabj@lao.on.ca or Sherry Cameron-Stobie, cameros@lao.on.ca



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