Victim Specialist

**Background**

Reporting primarily to the Supervisor of Client Services and to the Executive Director secondarily, the Victim Specialist will be responsible for providing assistance to victims of crime and tragic circumstances. The Victim Specialist will take a case management approach that will include follow-up with victims and their families and the provision of supportive and/or practical assistance as required as well as referrals to appropriate community agencies. The Victim Specialist must demonstrate and present with professionalism, tact and remain non-judgmental while providing assistance to clients accessing the Victim Quick Response Program as well as the MTS (Mobile Tracking System) Program. The Victim Specialist must demonstrate a high level of commitment and energy to Victim Services and work cooperatively with all staff members, community partners and volunteers to ensure optimal services are available to victims of crime and tragic circumstances. The Victim Specialist must also actively contribute and maintain harmonious relationships with Team members, volunteers, community partners and the Board of Directors.

This is a full-time permanent position, based on 35 hours of work per week with flexible work hours which will include some evenings, weekends and on-call hours. Bilingualism would be considered an asset.

**Duties and Responsibilities**
- Client and Service Delivery/Program Support_
- Conducts needs assessment, completes intakes with clients and develops safety plans, assesses VQRP+ eligibility, opens and maintains case management activities as per established practices;
- Serves as a member of an interdisciplinary team working with agency clients;
- Adheres and complies with all agency Policies and Procedures, Ministry Program Guidelines and Directives and ensures service/program eligibility criteria is met;
- Refers clients to agencies that provide financial assistance, legal aid, housing, medical treatment and other services;
- Ensures a responsive and collaborative approach to calls and service/support requests from police or community partners and stakeholders;
- Ensures that all client case information is entered into client case management databases;
- Meets with clients on scene as needed;
- Ensures on scene assistance in difficult or large-scale emergency situations by personally attending the scene with team members and/or volunteers;
- Ensures that all client case management activities are completed and entered into the database as per agency and Ministry guidelines and timelines and records all services and recommended interventions offered and accepted;
- Coordinates client service planning and interventions with partners and colleagues;
- Provides on-call support to the Urgent Response Program during evenings and weekends on a rotating schedule as required; carries agency cell phone as required;
- Provides telephone support and information and referrals to clients/victims calling or attending the office.
- Conducts needs assessments when required; and
- Completes follow-up calls with victims to ensure their needs have been met.
- **Community Involvement and Outreach**_
- Liaises with community agencies to provide information about Victim Services and its programs/services.
- Attends and represents Victim Services at public events, community initiatives and committees;
- Assists with fundraising activities and corporate sponsorship programs as and when required;
- **Program Evaluation and Improvement**_
- Participates in the development and implementation of evaluation processes;
- Collects and incorporates information gathered through the evaluation process to ensure an effective program and service delivery;
- Contributes and participates in Team meetings with an aim of improving program service delivery, Team efficiencies and cohesiveness;
- **Administrative**_
- Ensures all agency Policies and Procedures and Ministry Guidelines are followed and contributes to efficiencies of the program and Team;
- Coordinates and ensures all required statistical information is collected and documented in a timely manner in the client case management databases with close attention to detail;
- Supports the Supervisor of Client Services with administrative tasks relating to the client case management databases;
- Assists in maintaining and updating resource directories and that all resource materials and service provider information is current;
- Takes messages for members of the team;
- Greets volunteers and visitors entering office; and
- Completes other duties as assigned by the Supervisor of Client Services and/or the Executive Director.
- Possess a degree or diploma in human services field;
- Bilingual (written, spoken) in both English and French will be considered an asset;
- Have a minimum of two (2) years relevant work experience, preferably in program support and program/service coordination and working directly in a case management capacity with clients;
- Energetic indiv