Victim Support Services Manager

Description

At Tort Intake Professionals, your work is more than a job, it’s a mission rooted in justice and compassion. You’ll help people through some of the most difficult moments of their lives, ensuring their stories are heard with accuracy, empathy, and respect. Every case is a chance to restore dignity—and your role makes that possible.

The Manager of Victim Support Services provides strategic and operational leadership for Victim Support Services, ensuring high-quality, trauma-informed support for survivors involved in complex mass tort litigation. Leads Victim Support Specialists conducting forensic interviews with survivors of sexual abuse, human trafficking, institutional abuse, domestic violence, and other vulnerable populations.

This leader will oversee department strategy, staffing, employee development, quality assurance, performance, and process improvement; serve as the subject matter expert on trauma-informed interviewing and forensic documentation; and act as the primary operational liaison with client law firms.

This position is ideal for a leader with a background in social work, victim advocacy, or human services who brings strong people leadership, systems thinking, and accountability to mission-driven work.

• Provide strategic leadership for the Victim Support Services Department by establishing departmental goals, performance expectations, and operational priorities.
• Oversee daily operations, staffing, resources, budgets, workflows, and performance metrics.
• Develop policies and best practices that promote quality, efficiency, accountability, and continuous improvement.
• Foster a culture of compassion, integrity, collaboration, and accountability.

• Conduct interviews, make hiring decisions, onboard, train, coach, and develop Victim Support Specialists while maintaining a strong network of qualified professionals to support future team growth.
• Develop comprehensive training in trauma-informed care, forensic interviewing, documentation, and legal processes.
• Conduct performance evaluations, development planning, and corrective action as needed.
• Support employee wellness, retention, and succession planning.

• Oversee forensic interviews to ensure consistency, professionalism, and trauma-informed practices.
• Establish standardized interview methods, templates, and documentation requirements.
• Ensure survivor-centered communication and accurate, complete, litigation-compliant documentation.
• Serve as the department expert on trauma-informed interviewing and forensic documentation.

• Serve as the primary operational liaison with client law firms.
• Lead campaign planning, implementation, timelines, deliverables, and performance.
• Translate litigation objectives into interview and documentation processes.
• Collaborate with attorneys and litigation teams and provide updates, reporting, and recommendations.

• Oversee QA programs and audit interviews for quality, accuracy, consistency, and completeness.
• Monitor compliance with organizational, legal, privacy, security, and campaign requirements.
• Identify trends and implement coaching, corrective action, and process improvements.

• Establish and monitor departmental KPIs, productivity, staffing, workflow, and service performance.
• Identify improvements that enhance efficiency, quality, and client satisfaction.
• Collaborate cross-functionally and prepare performance reports, dashboards, and presentations.
• Perform other duties as assigned.

• Bachelor's degree in Social Work, Psychology, Human Services, Counseling, Criminal Justice, or related…