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 Alberta Paule Armeneau QC, Director of Regulation and General Counsel, Law Society of Alberta

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

Agenda • The Case for Change • Goals • How it Works • Measuring Impact • Education and Collaboration 3

Shift to Proactive Approach 4

Interest Conflict of Opposing Other Counsel/ Court Failure to Respond Delay 5

1 2 BUILD RESILIENCE 3 IMPROVE ACCESS PROACTIVE ORGANIZATIONAL TO JUSTICE FRAMEWORK Create a Develop resources Improve access to to assist those justice for Albertans proactive lawyers in building by providing support organizational resilience, improving to lawyers, in framework at the competency, particular sole LSA that allows consistently practitioners and the organization delivering quality lawyers in small and to identify lawyers legal services and, rural firms, who are at risk. ultimately, avoiding best situated to complaints and address unmet legal mitigating loss. needs. 6

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INTAKE PROCESS Intake Unauthorized General Information Early Risk Analysis Practice of Inquiries Gathering Resolution Law Resolution Summary Conduct and Early Dismissal Stream Intervention 8

REI REVIEW PROCESS Resolution & Early Intervention Dismissal Referral to Resolution Dismissal with EI Conduct activities Department 9

Referral to Conduct Stats (Q2) 1-60 days 61 - 120 days 121 - 180 days > 180 days 10

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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

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and anticipatory regulation What is being suggested in @StevensonLaw Scotland? @SLCCcomplaints #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and anticipatory regulation What is being suggested in @StevensonLaw Scotland? @SLCCcomplaints #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? • Accessible How do you What • Adaptive to parties design approaches services? enable it? • Adaptive to different types of complaints • Risk based Disruption and • Proportionate anticipatory regulation • Restorative (and restoration delivered) • A learning cycle What is being suggested in @StevensonLaw • Scotland? Independent @SLCCcomplaints • Balance of probabilities #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? • Framework legislation How do you What • Transparency design approaches services? enable it? • Wide concepts of restoration and redress • Wide concepts of investigation and audit Disruption and • Adaptive systems anticipatory regulation • Consensual disposals - mediation and conciliation • Wiki rules / wiki process What is being suggested in @StevensonLaw • Scotland? Data sharing @SLCCcomplaints • A single organisation #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and anticipatory regulation What is being suggested in @StevensonLaw Scotland? @SLCCcomplaints #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and anticipatory regulation What is being suggested in @StevensonLaw Scotland? @SLCCcomplaints #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and anticipatory regulation What is being suggested in @StevensonLaw Scotland? @SLCCcomplaints #ReimagineRegulation

Good, Great, & Getting there The present What are we complaints trying to maze… Aspirational reform to better serve the profession and public achieve? How do you What design approaches services? enable it? Disruption and @StevensonLaw anticipatory regulation @SLCCcomplaints What is being Neil Alan Stevenson suggested in Scottish Legal Complaints Commission Scotland? #ReimagineRegulation