Victim Services Manager

Position Summary

The Victim Services Manager provides leadership, supervision, and strategic oversight for all victim-facing services at Your Safe Haven, including direct advocacy, confidential counseling support, outreach, education, community awareness, and coordinated community response efforts. This position serves as the guardian of survivor-centered practice, ensuring that all services prioritize client healing, emotional safety, empowerment, and strict confidentiality.

Core Responsibilities

• Program Leadership, Clinical Oversight & Healing-Focused Practice

• Provide strategic leadership and operational oversight for all victim services programs, including direct advocacy, outreach, education, and coordinated response.
• Ensure all services reflect trauma-informed, survivor-centered, and empowerment-based principles.
• Establish and reinforce standards for crisis intervention, safety planning, confidential advocacy, documentation integrity, and professional boundaries.
• Provide reflective supervision and case consultation to advocacy staff.
• Maintain consistency and quality of client support.
• Ensure programs operate in alignment with agency mission, ethical standards, service capacity, and funder requirements.
• Make program-level decisions regarding service models, workflow, and coordination strategies.

• Confidentiality Oversight & Ethical Compliance

• Ensure strict compliance with confidentiality laws, privilege standards, and funder requirements.
• Safeguard the integrity of confidential DV/SA services.
• Oversee documentation practices to protect client privacy.
• Provide guidance and training on informed consent, confidentiality limits, and ethical boundaries.
• Serve as the escalation point for confidentiality concerns or ethical questions.
• Ensure clear role delineation between confidential community-based advocacy and prosecution-based advocacy services.

• Staff Supervision & Team Development

• Directly supervise and evaluate victim services staff.
• Provide leadership, coaching, and professional development.
• Assign work, set priorities, and evaluate performance.
• Lead case management meetings and oversee quality assurance.
• Support staff wellness and address vicarious trauma proactively.
• Address performance issues and recommend corrective action when necessary.
• Model accountability by sharing equitably in on-call responsibilities.

• Community Partnerships, Coordinated Response & Consensus Building

• Lead and oversee community partnerships, referral relationships, collaborative initiatives, and shared activities.
• Serve as the agency's primary program-level representative in multidisciplinary teams, coalitions, task forces, and collaborative efforts, including STOP and Multidisciplinary Investigative Team (MDIT).
• Act as a consensus builder and bridge-builder, strengthening collaboration while maintaining ethical and confidentiality boundaries.
• Proactively de-escalate conflicts and reduce fragmentation across systems.
• Identify systemic barriers affecting survivor healing and recommend collaborative solutions.

• Grant Performance, Compliance & Reporting

• Oversee program-level grant deliverables and performance outcomes.
• Ensure accurate data collection, documentation, and reporting for direct services, outreach, and coordinated response activities.
• Review files and reports for compliance with PCADV, PCAR, PCCD, and other funder requirements.
• Participate in funder monitoring visits and audits.
• Collaborate with the Executive Director on grant implementation and reporting.

• On-Call Response & Direct Advocacy Participation

• Participate fully in the agency's on-call rotation, including evenings, nights, weekends, and holidays.
• Provide crisis intervention, safety planning, and trauma-informed advocacy.
• Respond to emergency situations involving law enforcement, hospitals, and courts.
• Serve as backup coverage during staffing shortages or emergencies.
• Model high-quality survivor-centered advocacy practices during crisis response.

• Program Development & Quality Improvement

• Analyze data, service trends, and partner feedback to identify service gaps.
• Recommend program improvements and policy updates.
• Support development of protocols related to advocacy, outreach, confidentiality, and coordinated response.
• Ensure continuous improvement aligns with survivor healing and safety outcomes.

• Other Duties

• This job description is not designed to cover all activities, duties, or responsibilities required of the employee.
• Duties may change as organizational needs evolve.

Qualifications

• Bachelor's degree in social work, psychology, criminal justice, or related field required; Master's degree preferred.
• Minimum 5 years' experience in victim services or related advocacy work.
• Demonstrated supervisory and program management experience.
• Proven ability to exercise independent judgment and discretion.
• Experience functioning as a consensus builder across systems.
• Knowledge of PCADV, PCAR, and PCCD standards.
• Strong leadership, communication, and organizational skills.
• Valid PA driver's license, reliable transportation, and willingness to travel.
• Ability to work flexible hours as needed.
• Act 33/34 Child Abuse Clearances Pennsylvania State Police Criminal History FBI Clearance.