Victim Support Services Manager

About the role

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.

Responsibilities

• 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.

Requirements

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

Skills

• 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.

Benefits

• 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

Pay

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

Schedule

Schedule: Full-Time/Exempt; Location: Las Vegas 89135 – This is an in-office position and is not eligible for remote or hybrid work.