Supervisor of Client Services

**Victim Services of Stormont, Dundas, Glengarry and Akwesasne**

**Supervisor of Client Services**

**Background**

Reporting to the Executive Director, the Supervisor of Client Services is responsible for the recruitment, scheduling, coordinating and management/oversight of Victim Services of S.D.G. & A programs, staff and volunteers to ensure the effective and efficient operation and management of a 24/7 crisis response service to victims of crime and tragedy. The Supervisor of Client Services provides oversight and supervision to the Service Specialists, Intake Specialist, Team Leaders and Crisis Response Volunteers who provide direct support for the Agency’s programs and services. The Supervisor of Client Services is responsible for supervising, coaching and case consultation with the Service Specialists, Intake Specialist, the Family Court Support Worker, Team Leaders and Volunteers. The Supervisor of Client Services holds primary responsibility relating to program service delivery expectations. The Supervisor of Client Services carries a caseload, when required and conducts follow-ups with victims and their families and provides supportive and/or practical assistance as required and makes referrals to appropriate community agencies.

This is a full-time, mandatory bilingual position based on 35 hours per week with flexible work hours which will include some evenings, weekends and on-call hours.

**Duties and Responsibilities**
- **Client and Service Delivery and Supervision**_
- Provides coaching and supervision to the After-Hours Team Leaders, Intake Specialist and Service Specialists and ensures coverage for the After Hours program;
- Provides daily support, coaching, case consultation, supervision and debriefing regarding intervention plans to the Team Leaders, Intake Specialist, Service Specialists and the Family Court Support Worker;
- Reviews and approves intervention plans including but not limited to safety plans, risk assessments and needs assessments;
- Works in partnership with the existing Supervisor of Client Services to ensure cross training knowledge and skills relating to all programs ensuring coverage for clients of all agency programs;
- Ensures on scene assistance to volunteers, Team Leaders, Intake Specialist and Service Specialists in difficult or large-scale emergency situations by personally attending the scene as needed;
- Provides on-call back up support from time to time; assumes Team Leader 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 referrals to appropriate community agencies;
- Meets with victims who qualify for the services and assists in completing the referral forms as required;
- Ensures updates are communicated by staff about eligibility for services or intervention planning updates to involved community partners;
- Assists in covering for the Family Court Support Worker, Intake Specialist, Service Specialists, Team Leaders and the existing Supervisor of Client Services during absences.
- **Program Management**_
- Collaborates with the Supervisor of Client Services to coordinate and manage all volunteer related activities such as recruitment, screening, training, onboarding, scheduling etc.;
- Collaborates with the Supervisor of Client Services to develops schedules for front line volunteers; maintains monthly volunteer log of hours; keeps phone/mailing lists up-to-date;
- Collaborates with the Supervisor of Client Services to maintain an up-to-date inventory of qualified therapists across Ontario with a particular focus on therapists with an expertise in the provision of counselling to all victims of crime and tragic circumstances;
- Collaborates with the Supervisor of Client Services to maintain 24-hour volunteer schedule; finds replacements when scheduled volunteers are unavailable;
- Provides debriefing opportunities for volunteers following supports and interventions provided;
- Works with members of the Management Team to ensure Volunteer Policies and Procedures and Ministry Guidelines are implemented, followed and updated;
- Provides leadership and support to committees as assigned by the Executive Director;
- Assists with fundraising activities and corporate sponsorship programs as required;
- Supervises and provides orientation to any school/government placements involved in program/office-based duties; and
- Attends professional development training and meetings as requested.
- **Community Involvement and Outreach**_
- Works cooperatively with the Management Team in providing ongoing training to police, emergency services as well as agencies/organizations;
- Collaborates with the Supervisor of Client Services to attend agency and community events on behalf of the agency and is responsible for the delivery and coord