Data set: Phone activity

Through Legal Aid Ontario’s toll-free number we offer intake, triage and support services to people applying for legal aid, existing legal aid clients and lawyers who provide legal services on behalf of Legal Aid Ontario.

The results for the number of persons assisted via the phone are grouped by:

• Call centre–Tier 1
  Agents in Tier 1 of LAO’s call centre can help assess service needs and provide information about qualifying for legal aid. Their responsibilities include, but are not limited to: triage, making referrals, performing status checks and updating client profiles.

• Call centre–Tier 2
  Tier 2 agents conduct an in-depth analysis of a client’s legal needs, financial situation and case details to determine eligibility for legal aid services. Their responsibilities include, but are not limited to: processing applications, issuing certificates, making referrals, and providing enhanced public legal information.

• Call centre–In-custody
  LAO also offers a service dedicated to helping people who are incarcerated across the province. Staff take calls directly from inmates to determine legal aid eligibility, process applications and issue certificates as well as conduct status checks on submitted applications.

• Call centre–Lawyers
  Lawyers who do legal aid work can contact the call centre for information on, including but not limited to: tariff, billing, account status and technical support. This group serves as a first point of contact for most lawyers’ enquiries.

Dataset

Limitations

Note that data collected does not contain and information about client identities, their applications for legal aid or particulars for their case. This information is considered confidential as per the Legal Aid Services Act.