Background

The Legal Aid Forum (LAF) is the leading non-state legal aid and human rights civil society organization in Rwanda comprising of over 35 Organizations, all working towards improving access to justice, legal aid and human rights promotion and protection.

Position Description

The Call Centre Legal Officer is responsible for receiving and making calls through LAF's legal aid call center "1022", and keep related records/information collected from callers.

Requirements

• Bachelor's Degree in Law from a recognized university.
• Diploma in Legal Practice from the Institute of Legal Practice and Development (Minimum of 3 years of professional experience in the legal field, preferably in legal aid service delivery or client advisory roles.
• Experience handling client inquiries, case documentation, and citizen feedback systems, with strong attention to accuracy and detail.
• Strong knowledge of Rwanda's legal aid framework
• Excellent communication and interpersonal skills, with the ability to explain legal issues clearly to non-specialists.
• Strong data entry, record-keeping, and reporting skills, including experience using digital tools or case management systems.
• High sense of professionalism, confidentiality, and empathy when interacting with beneficiaries.
• Fluency in Kinyarwanda and English
• Familiarity with Rwanda justice sector institutions.

• Receive and respond to calls from citizens seeking legal aid services, providing accurate legal information, advice, and referrals in accordance with LAF guidelines.
• Record and categorize all in-coming calls in LAF's management information system, ensuring proper documentation of client information, issues raised, and advice provided.
• Conduct out-bound calls to follow up on previously assisted beneficiaries or to gather additional information related to on-going cases or feedback surveys.
• Ensure confidentiality and ethical handling of all client information and legal issues discussed through the call center.
• Participate in the review and verification of data provided by users or beneficiaries of justice services to ensure accuracy and reliability.
• Support the analysis of data and feedback received from citizens to identify trends, recurring legal issues, and areas requiring institutional attention.
• Contribute to the preparation of periodic reports on call center performance, including key statistics, common legal issues, and recommendations for system improvement.
• Provide input to public awareness and outreach initiatives, including participating in Mobile Legal Aid Clinics and Legal Aid Weeks
• Participate in trainings, team meetings, and supervision sessions to strengthen legal knowledge, improve service delivery, and ensure continuous learning.
• Uphold professionalism, empathy, and ethical conduct in all interactions with beneficiaries.

• Excellent communication and inter-personal skills, with the ability to explain legal issues clearly to non-specialists
• Strong data entry, record-keeping, and reporting skills, including experience using digital tools or case management systems
• High sense of professionalism, confidentiality, and empathy when interacting with beneficiaries
• Fluency in Kinyarwanda and English
• Familiarity with Rwanda justice sector institutions

• Bachelor's Degree in Law from a recognized university
• Diploma in Legal Practice from the Institute of Legal Practice and Development