Victim Support Services Manager

Manager of Victim Support Services

The Manager of Victim Support Services provides strategic leadership and operational oversight for the organization's Victim Support Services Department, ensuring the delivery of high-quality, trauma-informed support services to survivors participating in complex mass tort litigation. This position leads a multidisciplinary team of Victim Support Specialists responsible for conducting forensic interviews with survivors of sexual abuse, human trafficking, institutional abuse, domestic violence, and other vulnerable populations.

Reporting directly to the Director of Post Acquisition, the Manager is responsible for department strategy, workforce planning, employee development, quality assurance, operational performance, and continuous process improvement. This role serves as the department's subject matter expert on trauma-informed interviewing and forensic documentation while acting as the primary liaison between the organization and client law firms to ensure litigation requirements are effectively translated into operational processes.

Key Responsibilities

Department Leadership

• Provide strategic leadership for the Victim Support Services Department by establishing departmental goals, performance expectations, and operational priorities.
• Foster a culture of compassion, accountability, integrity, collaboration, and continuous improvement.
• Direct daily operations to ensure efficient workflow, resource allocation, and achievement of departmental objectives.
• Develop and implement policies, procedures, and best practices that promote operational excellence and high-quality survivor support.
• Monitor departmental metrics and implement initiatives to improve productivity, quality, and employee engagement.
• Manage department budgets, staffing plans, and operational resources as assigned.

Employee Development

• Recruit, interview, hire, and onboard qualified Victim Support Specialists.
• Develop comprehensive training programs focused on trauma-informed care, forensic interviewing, documentation standards, and legal processes.
• Provide ongoing coaching, mentoring, and professional development opportunities.
• Conduct regular one-on-one meetings, performance evaluations, and development planning.
• Address employee performance concerns through coaching and corrective action when necessary.
• Develop succession plans and identify future leadership opportunities within the department.
• Promote employee wellness and resilience while recognizing the emotional demands associated with trauma-informed work.

Trauma-Informed Interview Operations

• Oversee all forensic interview operations to ensure consistency, professionalism, and adherence to trauma-informed principles.
• Develop and maintain standardized interview templates, documentation requirements, and interview methodologies.
• Ensure interviews are conducted using survivor-centered communication techniques that prioritize dignity, respect, and psychological safety.
• Review documentation to ensure accuracy, completeness, and compliance with litigation requirements.
• Identify opportunities to improve interview quality, survivor experience, operational efficiency, and documentation consistency.
• Serve as the department's subject matter expert on trauma-informed interviewing and forensic documentation.

Law Firm Partnership and Campaign Management

• Serve as the primary operational liaison between Tort Intake Professionals and client law firms.
• Lead campaign planning, implementation, and operational execution.
• Translate litigation objectives into interview methodologies and documentation standards.
• Collaborate with attorneys and litigation support teams to ensure campaign expectations are met.
• Monitor campaign progress, timelines, deliverables, and completion metrics.
• Provide operational updates, reporting, and strategic recommendations to internal leadership and external clients.
• Develop and maintain strong professional relationships with attorneys, paralegals, and client representatives.

Quality Assurance and Compliance

• Oversee departmental quality assurance programs to ensure interviews and documentation meet organizational and client standards.
• Audit completed interviews for quality, accuracy, consistency, and completeness.
• Monitor compliance with internal policies, legal requirements, and campaign-specific guidelines.
• Identify trends, coaching opportunities, and process improvements through quality review.
• Implement corrective actions and continuous improvement initiatives to enhance service delivery.
• Maintain confidentiality and ensure compliance with all applicable privacy and data security requirements.

Operational and Business Leadership

• Establish departmental performance metrics and monitor progress toward operational goals.
• Analyze productivity, staffing levels, workflow, and service performance.
• Recommend and implement process improvements that enhance operational efficiency and client satisfaction.
• Support organizational initiatives and collaborate with cross-functional leadership teams.
• Prepare reports, dashboards, and presentations regarding departmental performance and key performance indicators.
• Perform other duties as assigned.

Supervisory Responsibilities

• Directly supervises Victim Support Specialists and other assigned personnel within the Victim Support Services Department.
• Hiring, onboarding, training, and employee development.
• Scheduling and workload management.
• Performance management and coaching.
• Employee engagement and retention.
• Corrective action and disciplinary processes.
• Performance evaluations.
• Leadership development and succession planning.

Requirements

Education

Bachelor's degree in Social Work, Psychology, Human Services, Counseling, Criminal Justice, or a related field required.

Master's degree in Social Work, Counseling, Psychology, Human Services, Criminal Justice, or a related discipline preferred.

Experience

Minimum of five (5) years of progressive leadership experience managing professional staff serving vulnerable or trauma-affected populations.

Minimum of three (3) years of supervisory or management experience.

Experience implementing quality assurance programs and performance improvement initiatives.

Experience managing operational workflows, staffing, and departmental performance metrics.

Experience in one or more of the following is preferred:

Sexual assault advocacy

Domestic violence services

Human trafficking programs

Child Advocacy Centers

Crisis intervention

Victim advocacy

Forensic interviewing

Behavioral health

Trauma recovery services

Legal support services

Mass tort or complex litigation support

Tort Intake Professionals