Program Manager - Center for Victim & Survivor Services

National Center for Victims of Crime; Hyattsville, Northern (MD, KY); Hybrid; USD 63,000 - 77,000; Full time

Benefits offered by this job

401(k) retirement plan with company

Paid time off

Medical, dental, and vision insurance

Job summary

The National Center for Victims of Crime (NCVC) seeks a Program Manager for the Center for Victim & Survivor Services (CVSS) to lead 24/7 hotline operations, workforce management, and SOP development. This full-time, remote role supervises Victim Assistance Specialists and collaborates with partners across the NCVC network.

Responsibilities include monitoring hotline metrics, training, recruitment, budget support, and after-hours on-call coverage.

Qualifications

• Bachelor’s degree required.
• 2+ years of research and analysis experience, grants management, and/or project management, preferably in the victim services field.
• Prior curriculum development experience preferred.
• Prior call center operations and workforce management experience preferred.
• Strong verbal and written English communication skills; Spanish fluency preferred.

Responsibilities

• Support 24/7 hotline operations and workforce management.
• Supervise and support CVSS Victim Assistance Specialists.
• Monitor hotline metrics, SLA, quality assurance, and surveys.
• Ensure compliance with grant and project requirements.
• Develop and implement SOPs and training curriculum.
• Recruit, train, and onboard CVSS staff.
• Collaborate with external partners and subject matter experts.
• Design and manage project-specific research activities.
• Assist in budgets and financial management.
• Participate in after-hours on-call rotation.
• Stay current with trends in victim services.

Skills

Research & analysis

Verbal & written English

Leadership & supervision

Willingness to travel

Education

Bachelor's degree

Job description

The National Center for Victims of Crime (NCVC) is dedicated to serving individuals, families, and communities harmed by crime. Based in Maryland, NCVC was established in 1985 and has become the nation’s leading resource and advocacy organization for victims of all types of crime and for the people who serve them. We have played a critical role in shaping the national discussion on the impact of crime and what victims need in order to recover.

NCVC operates the VictimConnect Resource Center and DC Victim Hotline, 24-hour, 7-day a week confidential and anonymous hotlines.

Program Manager - Center for Victim & Survivor Services (CVSS)

This is an active participant on NCVC’s hotline leadership team. This position is expected to engage in innovation and leadership that directly supports hotline operations, workforce management, technology enhancements; the development and implementation of standard operating procedures, curriculum development and implementation; data collection and quality assurance; management of grant deliverables and reporting. This full-time, remote position will supervise CVSS Victim Assistance Specialists and will participate in an after-hours, rotating on-call role with CVSS Hotline Supervisors.

Key responsibilities specific to CVSS programs include but are not limited to:

• Support 24/7 hotline operations and workforce management.
• Supervise and support CVSS Victim Assistance Specialists.
• Monitor, review and manage hotline metrics, SLA, quality assurance and visitor feedback surveys.
• Support compliance with all grant and project requirements.
• Support implementation of CVSS call center technology enhancements.
• Develop, and maintain, implementation of CVSS standard operating procedures.
• Develop, maintain, and oversee CVSS recruitment, training curriculum and onboarding.
• Participate in collaborative coordination with external partners such as grantors, consultants, and subject matter experts.
• Design, implement, and manage project-specific research activities.
• Assist with the development, implementation, management, and modifications of project and program budgets.
• Participate in after-hours (evening and weekend) on-call rotation.
• Stay apprised of new and emerging trends across the victim services field.
• Provide programmatic support to VictimConnect, DC Victim Hotline, as well as other NCVC staff members as needed.
• Other duties as required

• Bachelor’s degree required
• 2+ years of research and analysis experience, grants management, and/or project management, preferably in the victim services field
• Prior curriculum development experience preferred
• Prior call center operations and workforce management experience preferred
• Requires demonstrated verbal and written English communication skills
• Conversational written and verbal fluency in Spanish, preferred
• Excellent communication, supervisory/management and leadership skills strongly preferred
• Ability and willingness to travel as requested

The starting salary for this position is $70,000 annually, based on experience.

NCVC offers a comprehensive employee benefits package including a 401(k)-retirement plan with company match, paid time off benefits, and medical, dental, and vision insurance.