2015 CAE Recipient Profile - Law Society of Upper Canada


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Client Service Centre – Executive Summary of our Excellence Journey

Created by an act of the Legislative Assembly in 1797, the Law Society of Upper Canada governs Ontario’s lawyers and paralegals in the public interest by ensuring that the people of our province are served by lawyers and paralegals who meet high standards of learning, competence and professional conduct. The Law Society is well-known as being a great place to work; we have been chosen as one of Greater Toronto’s Top Employers for nine consecutive years, and we continue to enjoy the full support of senior management in our journey to excellence.

When the Client Service Centre (CSC) was established in 1999 it consisted of only two departments: a Call Centre, and a combined Membership and Complaints area. Since then we have evolved into a multi-function group providing a wide variety of services to lawyers, paralegals and the public. The CSC is now the largest area in the Law Society’s Corporate Services Division, and consists of the following departments: Administrative Compliance, By-Law Administration Services, the Call Centre, Complaints Services, the Law Society Referral Service, and Membership Services.

Although the CSC did not formally apply for Level 1 PEP certification until 2005, our commitment to excellence – and our involvement with NQI (Excellence Canada’s predecessor) – began long before that time. As the public face of the Law Society, we have always recognized the vital role the CSC plays in our stakeholders’ perception of our organization, and of the legal professions in general.

A pivotal initiative in our excellence journey was the establishment of Department and Central Quality Improvement Teams (DQITs and CQIT). Through these teams we are able to ensure that great ideas at all levels of the organization are carefully considered, implemented whenever possible, and shared with other groups who may also be able to implement them.

We’re particularly proud of our employee focus. Evidence of the high level of engagement are everywhere – from last year’s  successful Health and Wellness Expo to the “Spirit Boards” found in each department that feature everything from internal news to neighbourhood events, discount coupons and tips for personal wellness.

Having reached this milestone in our excellence journey, we are excited to announce that the remainder of departments within the Corporate Services Division will be joining (or rejoining) the CSC on our continuing quest – including Human Resources, Information Services, the Project Management Office, the Corporate Resource and Training Centre, Facilities, and Catering. With the ongoing encouragement and support of both our CEO and the Executive Director of Corporate Services, our entire division is looking forward to adopting the new Excellence, Innovation and Wellness framework.