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Early Intervention in Alberta
A proactive approach to complaints
Cori Ghitter
Deputy Executive Director & Director of Professionalism and Policy
Paule Armeneau QC
Director of Regulation and General Counsel
good look like? Moderator: David Lee Neil Stevenson, Chief - - PowerPoint PPT Presentation
good look like? Moderator: David Lee Neil Stevenson, Chief - - PowerPoint PPT Presentation
Workshop E1: Complaints models: What does good look like? Moderator: David Lee Neil Stevenson, Chief Executive, Scottish Legal Complaints Commission Cori Ghitter, Deputy Executive Director and Director, Professionalism and Policy Law Society of
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Agenda
- The Case for Change
- Goals
- How it Works
- Measuring Impact
- Education and Collaboration
3
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Shift to Proactive Approach
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Delay
Opposing Counsel/ Court
Other
Conflict of Interest
Failure to Respond
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1
PROACTIVE ORGANIZATIONAL FRAMEWORK
Create a proactive
- rganizational
framework at the LSA that allows the organization to identify lawyers at risk.
2 BUILD RESILIENCE
Develop resources to assist those lawyers in building resilience, improving competency, consistently delivering quality legal services and, ultimately, avoiding complaints and mitigating loss.
3 IMPROVE ACCESS
TO JUSTICE
Improve access to justice for Albertans by providing support to lawyers, in particular sole practitioners and lawyers in small and rural firms, who are best situated to address unmet legal needs.
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Intake General Inquiries Information Gathering Risk Analysis Summary Dismissal Conduct Stream Resolution and Early Intervention Unauthorized Practice of Law Early Resolution
INTAKE PROCESS
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Resolution & Early Intervention Resolution Dismissal Dismissal with EI activities Referral to Conduct Department
REI REVIEW PROCESS
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Referral to Conduct Stats (Q2)
1-60 days 61 - 120 days 121 - 180 days > 180 days
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Workshop E1: Complaints models: What does good look like?
Moderator: David Lee Neil Stevenson, Chief Executive, Scottish Legal Complaints Commission Cori Ghitter, Deputy Executive Director and Director, Professionalism and Policy Law Society of Alberta Paule Armeneau QC, Director of Regulation and General Counsel, Law Society of Alberta
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Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
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Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
SLIDE 17
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
- Accessible
- Adaptive to parties
- Adaptive to different types of complaints
- Risk based
- Proportionate
- Restorative (and restoration delivered)
- A learning cycle
- Independent
- Balance of probabilities
SLIDE 18
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
- Framework legislation
- Transparency
- Wide concepts of restoration and redress
- Wide concepts of investigation and audit
- Adaptive systems
- Consensual disposals - mediation and conciliation
- Wiki rules / wiki process
- Data sharing
- A single organisation
SLIDE 19
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
SLIDE 20
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
SLIDE 21
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?
SLIDE 22
Good, Great, & Getting there
Aspirational reform to better serve the profession and public
The present complaints maze… What are we trying to achieve?
#ReimagineRegulation
How do you design services? Disruption and anticipatory regulation What is being suggested in Scotland?
@StevensonLaw @SLCCcomplaints
What approaches enable it?