Hotline manager and civil litigation lead

Pro Bono Ontario

About Pro Bono Ontario

Pro Bono Ontario (PBO) is a registered charity that increases access to justice in Ontario. PBO bridges the gap between lawyers who want to donate their services and low-income Ontarians who cannot afford a lawyer or qualify for legal aid. With a focus on legal problems that are both common and under-served, such as employment, housing, consumer protection, consumer debt, and estate planning (including substitute decision making and powers of attorney), each year PBO serves 34,000 low-income clients with nowhere else to turn.

Staff and volunteers of PBO’s Free Legal Advice Hotline, answer over 30,000 calls each year and make a significant difference in the lives of people who would not otherwise have access to legal assistance. Approximately 40% of the hotline’s call volume relates to civil procedure matters.

About the Position

Pro Bono Ontario is seeking an experienced lawyer who has program management experience, civil litigation experience, and experience serving diverse populations. This position reports to the Director of Hotline Operations and Knowledge. The successful candidate will thrive in a dynamic environment and be able to provide guidance and feedback as needs emerge.

This hybrid role offers the right candidate the opportunity to use their legal training to foster talent and assist vulnerable Ontarians with issues that can severely impact their well-being, while working in a friendly environment that prioritizes work-life balance.

Duties and Responsibilities

The duties and responsibilities of this hybrid-job fall into two broad categories. First, management of our Free Legal Advice Hotline and, second, Civil Litigation Lead.

Hotline Manager (60%)

The Hotline Manager’s primary responsibilities include:

Ensuring that PBO’s Hotline adheres to best practices for pro bono program delivery.
Overseeing all aspects of Hotline operations, including volunteer scheduling, training, and support.
Working closely with legal staff and volunteers to support the provision of high-quality legal services, including providing training and real-time support to volunteers and staff through PBO’s volunteer Slack channel, particularly on questions of ethics, professional responsibility, client management, and civil litigation.
Managing PBO’s client complaints and dispute resolution process.
Working closely with the Executive Director to support management of legal staff in relation to their work on the Hotline.
Liaising with the senior management team and supporting strategic planning and operational effectiveness.

Civil Litigation Lead (40%)

For each area of law in which PBO provides services, one staff lawyer or paralegal is assigned as the “lead”. The successful candidate for this role will serve as the staff lead for civil procedure at PBO. This lawyer will be responsible for:

At scheduled times, providing direct services to the public by answering Hotline calls and providing summary legal advice to callers with civil procedure matters (Small Claims Court, Superior Court, and, occasionally, Divisional Court or Court of Appeal)
Identifying clients who require enhanced short term pro bono services and providing those services.
Staying current in developments in civil procedure and updating other staff members on relevant changes.
Considering how findings from the provision of frontline services can be applied to improve overall hotline operations.

Requirements

We are seeking a positive and energetic candidate, who is both a team player and someone who can prioritize and manage diverse responsibilities well. Because this role involves providing live support to our volunteers, the successful candidate must be service-oriented and adept at shifting gears quickly to provide guidance and input when needed.

Other required qualifications include:

L1 license and in good standing to practice law in Ontario.
Minimum 3 years of civil litigation practice experience. Small Claims Court experience is an asset.
Keen interest in and understanding of the Rules of Civil Procedure, the Small Claims Court Rules, and the Rules of Professional Conduct, as well as a commitment to building expertise in this area.
Deep and demonstrated commitment to increasing access to justice in Ontario.
Prior experience managing staff is an asset.
Excellent oral, written and organizational skills.
Proficiency with the MS Office suite and comfort learning new technologies.
Prior experience with Salesforce or another CRM is a significant asset./
Prior customer service experience.
Sensitivity, patience and prior experience working with our client population, either having previously worked at a public interest organization or having worked on pro bono matters.

Additional Information

Salary range for full-time – $80,000 – $105,000 depending on qualifications.
Pro Bono Ontario offers an RRSP program, benefits, generous vacation, and a largely remote working environment.
Pro Bono Ontario is an equal opportunity employer that welcomes candidates from equity-deserving groups and is committed to providing accommodations for people with disabilities. Please let us know if you require accommodation during any aspect of the recruitment process and we will collaborate with you to address your needs.

To apply

Please apply by no later than April 2, 2024.

Please apply using the online form.