Service Specialist

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

Reporting primarily to the Supervisors of Client Services, the ICE Service Specialist is responsible for responding to and processing all referrals and requests for information received for the Internet Child Exploitation (ICE) Counselling Program. In addition, the Service Specialist determines and confirms program eligibility to access funds for counselling funded by the Program. The Service Specialist will take a case management approach that will include follow-up with victims and their impacted family members for the provision of counselling services as required as well as referrals to appropriate community agencies. The Service Specialist will maintain an up-to-date list of qualified and eligible therapists and counsellors throughout Ontario to ensure responsive service delivery. The Service Specialist must demonstrate a high level of commitment and energy to Victim Services and work cooperatively with all team members, community partners and stakeholders to ensure optimal services are available to clients of the ICE Program.

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

**Duties and Responsibilities**
- **General Client and Service Delivery**_
- Confirms eligibility for the ICE Counselling Program;
- Adheres and complies with agency Policies and Procedures and Ministry Program Guidelines and directives and that service/program eligibility criteria is met and any changes are followed;
- Ensures a responsive and collaborative approach to calls and service/support requests from police, community partners and stakeholders;
- Ensures that all client case management activities are completed in accordance with Ministry Guidelines and agency timelines and enters client file information and Services Provider profile information into the client database;
- Records all services and recommended interventions offered and accepted into client case management database;
- Generates monthly and quarterly statistical reports for the ICE Counselling Program for the Supervisors of Client Services and the Executive Director;
- Coordinates client service planning and interventions with partners and colleagues;
- Provides telephone support and information and referrals to clients/victims calling or attending the office;
- Conducts risk, needs and safety assessments with all referrals;
- Coordinates matching activities for children, youth and family members impacted to the most appropriate Service Provider (therapist/counsellors);
- Completes follow-up calls with victims and impacted family members to ensure their needs have been met.
- **Program Support**_
- Leads and manages recruitment initiatives and screening for qualified and eligible Service Providers (counsellors and therapists) across Ontario;
- Ensures appropriate information is recorded regarding calls, requests for information and referrals;
- Records and monitors counselling fee payment processes, mechanisms and controls;
- **Community Involvement and Outreach**_
- Responds to a variety of telephone inquiries from community agencies and services, emergency services and the public;
- Provides information regarding the ICE Counselling Program and all programs offered by Victim Services of S.D.G. & A.;
- Liaises with community agencies to provide information about the ICE Counselling Program; and
- Attends and represents Victim Services at public events.
- **Program Evaluation and Improvement**_
- Receives, distributes and records satisfaction and feedback surveys from referral sources, family members and Service Providers;
- 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 service and program service provision, Team efficiencies and cohesiveness; and
- Responds to any complaints about the Program or feedback supported by a Supervisor of Client Services.
- **Administrative/ICE Program Lead**_
- Ensures all agency policies and procedures Ministry Guidelines and directives 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 involving the client case management database, requests for service etc.;
- Supports the Supervisor of Client Services with administrative tasks as and when required;
- Opens and maintains secure filing system for office, including client, Service Provider invoicing, administrative and program related files as appropriate;
- Ensures all client files and Service Provider files are up to date and maintained in the client database;
- Ensures payments to Service Providers for counselling services rendered are proces