Manager of Victim Services and Volunteer Programs

Salal Sexual Violence Support Centre•Vancouver, BC

9d•Hybrid

About The Position

The Manager of Victim Services and Volunteer Programs is responsible for the strategic leadership and programmatic oversight of Salal’s Victim Services and Volunteer Programs, including Salal’s Volunteer Program and Training, Sexual Assault Response Team, 24-hour Crisis and Information Line, Hospital and Clinic Accompaniment Service, Police and Court Accompaniment Program, and Victim Service file work. The Manager supervises and manages the Victim Services team which includes the Victim Services Coordinator, Victim Services Workers, Sexual Assault Response Team workers, Victim Services Medical Support Worker, Relief Victim Services/Hospital Accompaniment Staff, and the Volunteer Coordinator. The Manager develops, monitors, and evaluates Salal’s Victim Services and Volunteer programs to provide strategic direction and vision, and to ensure service excellence and alignment with Salal’s mission and values. The Manager fosters and maintains strategic relationships and partnership opportunities to ensure the program’s success. As a member of Salal’s senior leadership team, the Manager is responsible for promoting and fostering systems change through growing the mission and vision of the organization and ensuring Salal’s programs and services meet the organization’s core values and fiscal, ethical, and legal responsibilities.

Requirements

At least 5 years of leadership experience within the anti-violence, social service, community, health, non-profit or related sectors, with knowledge of victim services, sexual violence response, advocacy, and related fields.
Experience working within intersectional feminist, anti-oppressive, trauma-informed and decolonizing frameworks, and a commitment to intersectional feminist values and principles.
Undergraduate degree in Gender Studies, Sociology, Psychology, Social Work, Criminology, or a related discipline. An equivalent combination of education, training and experience will be considered.
Must have a strong working knowledge and critical analysis of the issues and systems of oppression, including the criminal level system, and their impact on survivors of marginalized genders; and a deep commitment to ending gender-based violence and advancing social justice.
Knowledge of the impact and dynamics of structural inequality and the ability to apply an intersectional feminist, anti-oppressive, decolonizing approach to program operations, leadership, HR and workplace culture.
Strong people leadership, relationship-building, facilitation and communication skills.
Highly flexible and agile, good tolerance for ambiguity and time-driven deadlines, ability to prioritize and quickly adapt to changing priorities, and work under pressure and organize workflows while balancing a varied and demanding workload.
Experience in project management and excellent time management skills, with the ability to work on multiple projects, balancing strategic thinking and operational excellence.
Ability to coordinate, support, lead and motivate a multi-disciplinary team.
Ability to work well independently and as a leader and a member of a team.
Ability to provide, accept, respond, and reflect on constructive criticism and feedback from staff, volunteers, and the Leadership Team in a respectful manner.
Effective and accountable decision-maker; able to assess situations to determine the importance, urgency and risks while remaining curious and reflective; able to execute on clear and timely decisions in Salal’s best interests with resourcefulness and creativity.
Demonstrate collaborative, cooperative, and respectful approach to working with other community agencies.
Satisfactory completion of a criminal records check for work with vulnerable populations.
Flexibility to perform other job requirements as required.

Nice To Haves

Previous experience working in a unionized environment is an asset.

Responsibilities

Uses a relational leadership approach to build and contribute to a healthy, collaborative, agile and accountable team environment and workplace culture grounded in intersectional feminist, anti-oppressive, and decolonizing practices.
Develops Salal’s Victim Services and Volunteer Program strategy and program, ensuring alignment with the organization’s mission, principles and values.
Collaborates with the Leadership team to develop existing services and seek opportunities for program expansion aligned with Salal’s strategic plan, mission, vision, values, and operational objectives and priorities.
Identifies and cultivates strategic relationships and partnerships to further the objective and mission of Salal’s Victim Services and Volunteer Programs.
Evaluates and implements recommendations for programmatic improvements to better address the needs of the people Salal serves.
Works closely with the members of the Leadership Team to execute organization-level decision making. Participates in the development and implementation of agency wide initiatives, budget, policies and procedures.
Collaborates and coordinates with the Executive Director and Manager of Counselling and Clinical Supervision, and other related colleagues and agencies, to ensure seamless wraparound services for survivors.
Shares responsibility with the Leadership team to be available as Manager on-call after hours to respond to issues with the building, technology, or equipment, and to debrief or provide on-site support to staff and volunteers as needed.
Is an ambassador for, and defender of, Salal’s mission, vision, and values in the anti-violence sector and other public forums. When required, participates in public speaking, provides in-service training, attends conferences and symposiums.
Participates on a minimum of one Salal committee.
Oversees and is responsible for the operation, development, management, evaluation and quality assurance of Salal’s Victim Services and Volunteer Programs. Ensures smooth daily operation, outstanding service delivery, and alignment with Salal’s mission, vision and values, funder requirements and best practices.
Identifies project opportunities and oversees the launch of new initiatives.
Conducts annual program reviews and implements quality improvement processes, using program data, service user feedback, community feedback, and emerging trends to inform decision-making and service development.
Develops and grows the Victim Services staff and Volunteer teams through internal trainings, coaching, mentorship, supervision, team meetings and external professional development.
Works collaboratively to facilitate Victim Services team meetings, frontline team meetings, internal training, and opportunities for furthering the feminist practice of Victim Services and Volunteer Programs team members.
Oversees and ensures that systems are in place to maintain client records with accuracy, completeness and compliance with legal regulations including PIPA, anti-violence sector best practices, and ethical standards.
Completes internal statistics and prepares program reports for the Board, Annual General Meeting, and other publications and documents as required.
Acts as a central resource to Salal staff regarding the criminal justice system, victim service programs, legal resources and information, and legal options/dilemmas.
Facilitates and coordinates safety planning including liaising with justice system personnel, Victim Safety Unit, and/or local community partners.
Oversees hospital and clinic accompaniment and services provided by the program, maintaining contact and supporting staff after office hours, and liaising with the Manager of Social Change and BC Women’s Sexual Assault Service staff as required.
Develops systems to coordinate scheduling of regular and relief staff to ensure full shift coverage of Salal’s Information and Crisis Line, Salal Connect, and Hospital and Clinic Sexual Assault Service Accompaniment, and to ensure practical supports, advocacy, information and initial intake for Salal services and other related services are available and accessible to survivors reaching out to Salal.
Provides practical and support services to survivors, maintaining a minimal case load of direct service provision to survivors and/or witnesses.
Supports staff in navigating complex situations with care, integrity, and sound judgement; conducts triaging and assumes oversight of complex cases, when required.
Participates in regular clinical consultation meetings.
Evaluates and advances Salal’s Volunteer Program reputation and work in community.
Offers strategic guidance to the Volunteer Coordinator regarding the vision for modernization and growth of the Volunteer Program; oversees and supports the work of the Volunteer Program Coordinator.
Reviews and works collaboratively with the Volunteer Coordinator to ensure volunteer recruitment and training align with Salal’s mission and vision, and an intersectional feminist, anti-oppressive, decolonizing analysis.
Evaluates the Volunteer Training, workshop content and learning outcomes on an annual basis with the Volunteer Coordinator.
Ensures the Volunteer Training runs smoothly and efficiently.
Ensures the safety for survivors accessing Salal’s services by ensuring volunteers are being supported, coached and evaluated consistently by the Volunteer Coordinator.
Collaborates with the Volunteer Coordinator to plan ongoing professional development and monthly meeting topics for the Crisis Line and Support Group volunteers.
Collaborates with the Volunteer Coordinator to plan volunteer appreciation events to celebrate the volunteers’ commitment and contribution to Salal.
Ensure the Annual Gaming Report is completed by the Volunteer Coordinator and provided to the Bookkeper/Accountant for completion.
Represents Salal in ministerial meetings including regular Victim Services Coordinating Committee meetings. Is prepared to advise relevant government ministries and departments regarding legal, policy, funding or other issues as they arise.
Advocates for systemic changes for survivors of sexual violence and all marginalized genders.
Seeks out, builds, and maintains relationships with community partners to collaborate on projects and initiatives, and to strengthen resourcing and referrals for survivors.
Facilitates professional relationship development with medical, criminal justice and other system agencies and personnel through an intersectional feminist, anti-oppressive approach as a Salal staff member.
Provides educational and informational workshops to Salal volunteers and community members from a feminist/anti-oppressive framework, on feminist support for survivors of sexualized violence and other related topics.
Acts as a media liaison for specific program and organizational purposes as determined in collaboration with the Executive Director.
Is responsible for full spectrum HR functions (hiring, performance management, support, coaching, discipline, termination) of the Victim Services and Volunteer Programs.
Maintains a working knowledge of the Collective Agreement and of all relevant organizational policies, procedures, and standards.
With the Leadership team, determines program staffing requirements based on current and future organizational needs. Recruits, hires, interviews, orients, evaluates, and trains staff in the Victim Services and Volunteer Programs team.
Collaborates with the Manager of People and Culture to facilitate onboarding processes for the Victim Services and Volunteer Program team to set program expectations, orient new staff to program policies and procedures, and ensure they have the resources and support they need to succeed in their roles. Reviews onboarding processes on a regular basis.
Conducts supervision as part of Salal’s performance management program and provides support and guidance for members of the Victim Services and Volunteer Programs team.
Addresses staff performance issues in a proactive manner in accordance with the Collective Agreement.
Ensures attention is paid to maintain the knowledge, skill and clinical judgement for safe performance in the delivery of quality feminist, intersectional, anti-oppressive, decolonizing, survivor-centered services.
Represents Salal as the employer in labour/management meetings, as required; performs bargaining unit staff duties during a strike or lockout.
Manages scheduling and monitors staff attendance, ensuring all shifts are appropriately staffed.
Collaborates with the Manager of People and Culture to provide Victim Services and Volunteer Programs staff with the support and training to implement and maintain program standards. Organizes external training facilitation where necessary.
Oversees Victim Services and Volunteer Programs’ operating budget including being responsible for allocating funds, forecasting and budgeting.
Ensures programs are delivered in accordance with the requirements of funders.
Collaborates with the Executive Director and Manager of Fund Development to seek out and procure funding opportunities for program delivery and development.
Prepares and supports grant applications and program reports for funders and represents Salal in meetings with funders.