Supervisor of Client Services

**Background**

Victim Services of S.D.G. & A is currently seeking to fill a 1 year contract for the position of Supervisor of Client Services. This full-time bilingual position is 35 hours per week with flexible work hours which will include some evenings, weekends and on-call hours.

Reporting to the Executive Director, the Supervisor of Client Services is a member of the Leadership Team and is responsible for the recruitment, scheduling, coordinating and management/oversight of all services and programs of the agency to ensure the effective and efficient operation and management of the Victim Crisis Assistance Ontario Program (VCAO), the High Risk Mobile Tracking System Program (MTS), the Family Court Support Program (FCSW), the After Hours Program and the Internet Child Exploitation Counselling Program (ICE). The Supervisor of Client Services provides oversight and supervision to all staff who provide direct support for the Agency’s Programs. The Supervisor of Client Services supervises, coaches and completes file assignment among the Victim Specialists, the Family Court Support Worker, the ICE Service Specialist and the Program Support Specialist and will be their primary support for case consultation. The Supervisor of Client Services may carry a caseload and conduct follow-ups with victims and their families and the After Hours Program to provide supportive and/or practical assistance as required.

**Duties and Responsibilities**
- **Client and Service Delivery and Supervision**_
- Provides coaching and supervision to all staff and ensures coverage for the After-Hours Program
- Provides daily support, coaching, case consultation and program debriefing and supervision to Victim Specialist, Family Court Support Worker, Intake Specialist, Ice Service Specialist and Program Support Specialist when required;
- Ensures on scene assistance considerations are addressed in difficult or large-scale emergency situations by personally attending the scene as needed;
- Provides on-call and back up on-call support from time to time; assumes intervention responsibilities during weekday office hours and weekend/weeknights as needed; carries cell phone as required;
- Provides client case management which will include follow-up with victims and their families and the provision of supportive and/or practical assistance as required as well as make referrals to appropriate community agencies;
- Meets with victims who qualify for the Victim Quick Response Program and assists in completing the necessary documentation;
- Sends requesting officers follow-up/feedback reports; and
- Assists in providing intervention and support to clients of all Programs as required.
- **Program/Volunteer Management**_
- Leads, coordinates and manages all volunteer related activities such as recruitment, screening, training, onboarding, scheduling as needed;
- Develops schedules for the After Hours staff and Program and maintains monthly log of hours and calls for service;
- Provides debriefing opportunities for staff following supports and interventions provided;
- Completes regular performance reviews (probationary and annual) with all staff reporting to this position;
- Ensures Volunteer Policies and Procedures are followed and updated;
- Provides leadership and support to all projects as assigned by the Executive Director (i.e. special events, fundraising committee, etc.);
- Assists with fundraising activities and corporate sponsorship programs as required; and
- Supervises and orientates any school/government placements involved in program/office-based duties.
- **Community Involvement and Outreach**_
- Assists the Executive Director in providing ongoing training to police, emergency services as well as agencies/organizations;
- Attends agency and community events on behalf of the agency and is responsible for the delivery and coordination of public education initiatives and presentations about agency programs and services to community partners and groups; and
- Travels to the counties and to Akwesasne and Prescott Russell (for Family Court Support Program) for service delivery and/or to liaise with appropriate community partners.
- **Administrative/Office Management**_
- Ensures policies and procedures affecting all Programs, staff and volunteers are developed, updated and followed;
- Ensures that statistical information is collected and documented;
- Maintains and updates resource directory and folder in data and ensures the most current relevant resources are available on the website portal; ensures resource materials and service provider pamphlets are available;
- Other duties as assigned by the Executive Director.
- Degree or Diploma in human services field;
- A minimum of three years experience in a supervisory/management role in human services field;
- Demonstrated experience in human services and providing support to victims as a crisis intervention worker or equivalent;
- Bilingual (written, spoken) in both English and French **