Legal Aid Society (LAS) is seeking a Hub Coordinator to oversee the day-to-day operations of the Justice Hub, ensuring efficient, accessible and client-centred service delivery. The role involves managing client intake and triage, coordinating legal advice, representation, mediation and referral services, monitoring service standards and KPIs, supervising data management and reporting, and ensuring compliance with safeguarding, confidentiality and organisational policies. The ideal candidate will have a Master’s degree in Law, Public Administration, Social Sciences or a related field, with at least five years of relevant experience in legal aid, the justice sector or NGO management, along with strong leadership, coordination and analytical skills.

The Hub Coordinator will oversee the day-to-day functioning of the Justice Hub, ensuring effective service delivery, compliance with organisational policies and service standards, and smooth coordination across all operational units. The role is responsible for managing client intake and triage, coordinating legal and alternative dispute resolution services, monitoring service-level agreements (SLAs), supervising data management and reporting, and ensuring appropriate safeguarding and complaint-handling mechanisms. The Hub Coordinator will also monitor key performance indicators (KPIs), identify service delivery gaps, and support continuous improvements to ensure accessible, timely and client-centred justice services.

1. Justice Hub Operations and Client Intake

• Manage the daily operations of the Justice Hub to ensure smooth, efficient and client-centred service delivery.

• Oversee client intake and registration, ensuring client records are created within 15 minutes of arrival.

• Ensure accurate collection, verification and documentation of client information in accordance with established procedures.

• Conduct initial triage and assign clients to appropriate service pathways, including legal advice, legal representation, mediation and referrals.

• Monitor client flow and address operational bottlenecks to minimise delays and improve service accessibility.

2. Service Coordination and Delivery

• Coordinate with lawyers, mediators, paralegals and field officers to ensure timely and appropriate services.

• Facilitate coordination across service units to ensure clients are directed to the relevant support pathway.

• Monitor case progression and follow up on pending matters to ensure timely service delivery.

• Ensure service delivery aligns with established eligibility criteria, operational procedures and quality standards.

• Identify gaps in service delivery and recommend practical measures to improve client experience and operational efficiency.

3. Service-Level Agreement (SLA) Monitoring

• Monitor compliance with SLAs for legal advice, legal representation, mediation and referral services.

• Track service timelines, pending cases and performance against agreed service standards.

• Identify delays, recurring issues and areas of non-compliance, coordinating corrective action with relevant teams.

• Maintain accurate service delivery records and provide regular updates on SLA performance.

• Work towards achieving at least 80% SLA compliance across all service areas.

4. Team Coordination and Supervision

• Coordinate the work of Justice Hub personnel and facilitate effective collaboration across operational units.

• Lead weekly team stand-ups to review progress, address challenges and agree on priorities.

• Ensure team members understand their responsibilities, service standards and reporting requirements.

• Support consistent implementation of operational procedures and client service standards.

• Escalate staffing, operational and service delivery issues to the Program Delivery Specialist, as required.

5. Data Management, KPI Tracking and Reporting

• Supervise data entry and ensure client records and service information are accurate, complete and up to date.

• Monitor KPIs relating to client intake, triage, service delivery, SLA compliance and case progression.

• Prepare and submit monthly dashboards and performance reports to the Program Delivery Specialist.

• Review service data to identify trends, recurring bottlenecks and opportunities for improvement.

• Ensure weekly stand-ups, monthly dashboard reviews and required reports are completed within agreed timelines.

• Maintain confidentiality and ensure that client information is accessed and used only for authorised purposes.

6. Quality Assurance and Service Audits

• Conduct monthly reviews of service performance against established KPIs and operational standards.

• Coordinate quarterly service audits to assess compliance, service quality and operational effectiveness.

• Document audit findings, identify corrective actions and monitor their implementation.

• Promote continuous improvement in intake, triage, referrals, case management and client service delivery.

• Ensure records and processes are maintained in accordance with organisational requirements.

7. Safeguarding, Complaints and Data Privacy

• Oversee implementation of safeguarding measures and ensure clients are treated with dignity, respect and fairness.

• Ensure complaints are documented, addressed or referred through appropriate channels in a timely manner.

• Promote compliance with confidentiality, data protection and privacy standards.

• Ensure appropriate escalation of safeguarding concerns and other sensitive cases in accordance with LAS policies.

• Foster a safe, accessible and non-discriminatory environment for all clients and visitors.

8. Stakeholder Engagement and Governance

• Represent the Justice Hub in relevant governance meetings, coordination forums and visibility activities.

• Coordinate with internal teams, service providers and relevant external stakeholders to strengthen service delivery.

• Support compliance with organisational policies, programme requirements and agreed governance mechanisms.

• Share operational updates, service delivery challenges and recommendations with the Program Delivery Specialist.

• Contribute to initiatives that improve access to justice and strengthen the effectiveness of Justice Hub services.

9. Client-Centred Service Delivery

• Ensure every client interaction is handled with care, respect, empathy and understanding.

• Promote accessible and responsive services that recognise the diverse needs and circumstances of clients.

• Ensure clients receive clear information about available services, referral pathways and next steps.

• Identify barriers affecting access to services and recommend appropriate solutions.

• Uphold principles of dignity, inclusion, impartiality and confidentiality throughout service delivery.

QUALIFICATION AND EXPERIENCE

• Master's degree in Law, Public Administration, Social Sciences or a related field.

• At least five years of relevant experience in legal aid, the justice sector, NGO management or service delivery.

• Demonstrated experience in team leadership, operational coordination and service delivery management.

• Experience managing client-facing services, case coordination or multi-disciplinary teams will be an advantage.

• Experience in monitoring KPIs, preparing reports, managing dashboards and conducting service reviews is preferred.

• Familiarity with safeguarding, complaint management, confidentiality and data privacy requirements is desirable.

REQUIRED SKILLS

• Strong operational planning and coordination skills.

• Excellent analytical, reporting and data management abilities.

• Effective team leadership and problem-solving skills.

• Strong stakeholder engagement and communication skills.

• Ability to monitor performance against KPIs and SLAs.

• Proficiency in MS Office, spreadsheets and digital data management systems.

• Strong organisational skills and attention to detail.

• Ability to manage competing priorities and resolve operational challenges.

EEO & Non-Discrimination Statement:

Integrated into our shared values is LAS’s commitment to diversity and equal employment opportunity.All qualified applicants will receive consideration for employment regardless of sex, age, race, colour, creed, religion, disability, sexual orientation, gender identity, or any other characteristics or conduct protected by law. LAS is committed to being an inclusive organization where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people.Every individual at LAS has an ongoing responsibility to respect and support a diverse environment.

Safeguarding & PSEA Commitment

Legal Aid Society (LAS) is committed to the prevention and protection from all forms of sexual exploitation and abuse (SEA). LAS explicitly prohibits its staff, associates, partners, consultants, or any other representatives associated with the delivery of its work from:

• Engaging in any form of sexual exploitation or abuse;
• Sexual activity with children (persons below the age of 18) irrespective of a mistaken belief of the age of the child which shall not amount to a defense;
• Exchange of money, employment, goods or services for sex, including sexual favors or other forms of humiliating, degrading or exploitative behavior, is prohibited. This includes any exchange of assistance that is due to beneficiaries of assistance;
• Sexual relationships between LAS staff and beneficiaries of assistance, since they are based on inherently unequal power dynamics, undermine the credibility and integrity of the work of LAS and are strongly discouraged.