Victim Support Services Manager

Description

Why Join Us? 

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.

Position Summary

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.

Key Responsibilities

Department Leadership

• 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.

Employee Development

• 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.

Trauma-Informed Interviewing

• 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.

Law Firm Partnership & Campaign Management

• 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.

Quality Assurance & Compliance

• 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. 

Operational Leadership

• 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.

Requirements

Education

• Bachelor's degree in Social Work, Psychology, Human Services, Counseling, Criminal Justice, or related field required.
• Master's degree in a related field preferred.

Experience

• 5+ years of professional experience supporting vulnerable or trauma-affected populations in social work, victim advocacy, case management, human services, or a closely related field.
• 3+ years of progressive leadership experience in a supervisory or management capacity.
• Experience with quality assurance, performance improvement, operational workflows, staffing, and performance metrics.
• Preferred experience in sexual assault advocacy, domestic violence, human trafficking, child advocacy, crisis intervention, victim advocacy, forensic interviewing, behavioral health, trauma recovery, legal support, or mass tort/complex litigation.

Knowledge, Skills & Abilities

• Strong knowledge of trauma-informed care, survivor-centered communication, forensic interviewing, and documentation standards.
• Excellent leadership, coaching, communication, analytical, organizational, and problem-solving skills.
• Ability to manage competing priorities, resolve conflicts, lead change, and build strong internal and external relationships.
• High professionalism, discretion, emotional intelligence, and accountability.

Physical Requirements

• Prolonged sitting and computer work; frequent use of telephone, headset, and computer equipment.
• Ability to communicate effectively in person, by phone, and virtually.
• Occasionally lift and carry up to 20 pounds.

Perks of Joining Our Team

• Comprehensive Health Coverage – Medical, dental, and vision plans designed to support your overall wellbeing
• Paid Time Off – Generous PTO to rest, recharge, and maintain work-life balance
• Meaningful Career Path – Continue impactful victim-advocacy work in a senior leadership role while supporting survivors and families during critical moments with compassion and respect
• Mission-Driven Leadership – Lead and develop a purpose-focused team within a growing legal services organization
• Work That Matters – A role where empathy, structure, and leadership come together to make a real difference

Schedule: Full-Time/Exempt 

Location: Las Vegas 89135 – This is an in-office position and is not eligible for remote or hybrid work. 

Compensation: $95,000 - $110,000 DOE

Tort Intake Professionals is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.

Employment is contingent upon the successful completion of a background check. Final hiring decisions will reflect the outcome of this screening process.

Physical Requirements: Prolonged sitting and computer work; frequent use of telephone, headset, and computer equipment. Ability to communicate effectively in person, by phone, and virtually. Occasionally lift and carry up to 20 pounds.