Position Summary
The Director of Victim Services & Volunteer Engagement provides strategic and operational leadership for The Center's victim services, advocacy programs, volunteer engagement, and guest services. This position is responsible for ensuring that individuals experiencing violence, crisis, discrimination, or victimization receive compassionate, trauma-informed, and culturally responsive support while developing the systems, staff, and volunteer infrastructure necessary to sustain high-quality services.
The Director oversees all direct victim service operations, including victim service grants, crisis response, volunteer advocate development, and guest services. Working closely with the Senior Manager of Community Learning & Engagement, this position ensures a seamless transition from CAN Advocate Training into supervised volunteer advocacy through structured onboarding, shadowing, mentorship, and ongoing quality assurance.
This role requires an experienced leader with a strong clinical foundation in trauma-informed care, crisis intervention, victim advocacy, and program management who can build systems, supervise multidisciplinary staff, respond to complex situations, and ensure excellence in service delivery.
Essential Responsibilities:
Victim Services Leadership
- Provide strategic leadership for all victim service programs and advocacy initiatives.
- Ensure services are delivered using trauma-informed, survivor-centered, culturally responsive, and evidence-based practices.
- Supervise victim services staff and provide coaching, mentorship, and professional development.
- Respond to complex, high-risk, or crisis situations requiring leadership intervention.
- Develop policies, procedures, and protocols that ensure quality, consistency, confidentiality, and compliance.
Volunteer Engagement & CAN Advocate Program
- Lead the operational development of The Center's volunteer advocacy program.
- Build the infrastructure necessary to transition CAN graduates into active volunteer advocates.
- Develop volunteer onboarding processes, competency assessments, and supervision models.
- Create structured shadowing opportunities for new advocates.
- Establish volunteer scheduling systems and performance expectations.
- Ensure volunteers complete required service hours while receiving ongoing mentorship and support.
- Develop continuing education opportunities for volunteer advocates in collaboration with the Senior Manager of Community Learning & Engagement.
Advocacy Operations
- Oversee advocacy services provided through victim service grants, including VOCA and other victim service funding opportunities.
- Ensure compliance with grant requirements, documentation standards, confidentiality laws, and reporting expectations.
- Monitor program quality through case review, data analysis, and continuous quality improvement.
- Develop systems that strengthen advocacy effectiveness and client outcomes.
Guest Services & Community Access
- Provide oversight of Guest Services as the primary point of entry into The Center.
- Develop systems that ensure guests receive welcoming, affirming, and efficient support.
- Improve front desk operations, referral pathways, service navigation, and electronic tracking systems.
- Ensure guest services align with advocacy and victim service priorities.
Staff Leadership:
Provide direct supervision to:
- Volunteer & Victim Services Support Manager
- Oversees Guest Services Specialist
- Victim Services Coordinator
Responsibilities include:
- Hiring and onboarding
- Performance management
- Professional development
- Team accountability
- Budget oversight
- Workforce planning
Collaboration & Program Integration
- Partner with the Senior Manager of Community Learning & Engagement to ensure alignment between advocate education and field practice.
- Collaborate on the implementation of cross-functional grants and initiatives that include both educational/prevention and victim service components.
- Collaborate with internal program leaders to strengthen referrals and interdisciplinary support.
- Build relationships with domestic violence agencies, sexual assault providers, hospitals, law enforcement, behavioral health providers, and other community partners.
- Represent The Center in collaborative meetings and multidisciplinary teams.
Grant Management & Program Evaluation
- Manage victim service grants, including VOCA, and ensure compliance with all funding requirements.
- Collaborate with the Senior Manager of Community Learning & Engagement on grant implementation and reporting for grants that include both victim service and educational or prevention components.
- Assist with grant development and proposal writing for victim services and advocacy initiatives.
- Monitor program outcomes and performance metrics.
- Prepare reports for funders, leadership, and stakeholders related to victim service programs.
- Identify opportunities for program growth and sustainability.
Qualifications:
Required
- Master's degree in Social Work, Counseling, Psychology, Human Services, Public Health, or a closely related field.
- Minimum three years of leadership experience in victim services, behavioral health, crisis intervention, domestic violence, sexual assault, or related social service programs.
- Experience working with LGBTQ+ communities.
- Demonstrated experience supervising professional staff.
- Experience responding to crisis situations and supporting individuals impacted by trauma.
- Strong knowledge of trauma-informed care, victim advocacy best practices, and crisis intervention.
- Experience developing operational systems, policies, and procedures.
- Experience managing victim service grants, program budgets, and compliance requirements.
- Excellent organizational, communication, and leadership skills.
Preferred
- Licensed Clinical Social Worker (LCSW) or Licensed Master Social Worker (LMSW).
- Experience supervising victim advocates.
- Experience developing volunteer programs.
- Experience with VOCA-funded programs or other victim service grants.
- Experience collaborating with multidisciplinary community partners.
- Bilingual in English and Spanish.
Knowledge, Skills & Abilities
- Expertise in trauma-informed care and survivor-centered practice
- Strong crisis intervention and de-escalation skills
- Clinical judgment and ethical decision-making
- Staff coaching and leadership
- Volunteer management
- Program development and quality improvement
- Grant compliance and reporting
- Relationship building and collaboration
- Data-informed decision making
- Excellent written and verbal communication
Starting pay: $80,000
Benefits:
- 403(b) W/Employer percentage match
- Health Insurance
- Dental
- Vision
- Employee Assistance Program – EAP
- PTO
- Paid holidays
- Floating Holidays
- Birthday time
