Training and Quality Specialist

Company Bio
Legal Aid Ontario employees are committed to making a difference in the lives of our clients.
As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.
If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.
Primary function
This position located in the Intake Operations Support department which is responsible for the development and delivery of staff training and creation of information and knowledge resources that will help intake staff operate at optimal efficiency. The Training and Quality Specialist will also develop and support a quality assurance (QA) program and ensure that QA standards are incorporated into the training process.
Home Location: Provincial Office
Secondary/tertiary locations: N/A
Reporting to: Manager, Knowledge and Information Management and Training
Key accountabilities
Conduct orientation sessions and arrange on-the-job training for new hires
Create, develop and deliver training to staff pertaining to LAO initiatives (such as; LASA 2020, business process changes….etc.).
Plan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences and workshops
Analyze training needs to develop new training programs or modify and improve existing programs
Evaluate the effectiveness of training programs and provide recommendations for improvement
Develop and design content, training manuals, multimedia visual aids, and other educational materials on various platforms for staff/client interactions to satisfy knowledge and content needs. These platforms include; Chat, KIM, Service Location Finder.
Adhere and practice knowledge and information management principles
Motivate staff in achieving high performance, oversee the design and delivery of training programs
Create and maintain KIM content ensuring that information adheres to the KIM style guide
Provide support to KIM users and assist in identifying knowledge needs and information gaps
Develop a quality assurance (QA) program standards and ensure that quality assurance is incorporated into the training process
Monitor calls for quality assurance
Provide advice and input on staff training and knowledge needs relating to operational policies, procedures and practices affecting client service
Support the development and design of improved information services for LAO clients and staff
Identify service problems and recommend solutions
Required Skills & Experience
2 year or more experience in LAO’s front line roles specific to the delivery of certificate program services(this may include intake experience such as taking a legal aid application)
Work experience in developing and delivering training to adult learners
Experience in managing a full training cycle
A combination of training, education and experience that demonstrates a solid background in training best practices and fundamentals
Excellent writing skills with the ability to write in a clear and concise manner and convey information appropriately for the intended audiences
Understanding of knowledge management principles and practices including content development
Understanding in developing and implementing employee training and quality assurance programs in a remote learning environment
Strong presentation, facilitation, consulting and relationship building skills
Sound knowledge of best practices relating to client service provision and previous experience in the areas of training and quality assurance
Excellent interpersonal and motivating skills
Critical thinking with the ability to recognize the interdependency in relevant work
Advanced understanding of LAO’s policies and procedures
Experience with alternative and technology based training delivery methods such e-learning
Assets
Certification in training is an asset
French language skills are an asset
To apply, submit a résumé and cover letter.
Only those candidates selected for an interview will be notified.
Final candidates for this position will be required to undergo a criminal record check.
This position is represented by OPSEU and the employee will be governed by the provisions of the collective agreement and union dues will be deducted bi-weekly from date of hire.
Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their résumé or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.
First time applying to a position with LAO?
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Already have an Njoyn account? Just sign in and select "my jobs" to apply.
Once you have successfully applied you will receive a confirmation email.
Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com.
Equity Statement
Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.
We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.
Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Work arrangement
Yes