Victim Support Manager

Tort Intake Professionals; Las Vegas (NV); On-site; USD 95,000 - 110,000; Full time

Benefits offered by this job

Health coverage

Paid time off

Career path

Leadership mission

Meaningful work

Job summary

Tort Intake Professionals seeks a senior leader to manage the Victim Support Services Department, guiding strategic direction, operations, and compliance. You will oversee forensic interviewing, documentation, and collaboration with client law firms, while developing staff and ensuring trauma-informed care across high-stakes cases.

The role requires a Bachelor's degree, 5+ years in related roles, and at least 2 years of supervisory experience; MSW preferred.

Qualifications

• Bachelor's degree required in a related field; MSW preferred.
• Minimum 5 years in social work, victim advocacy, case management, or similar.
• At least 2 years of supervisory experience and people management.
• Proven trauma-informed practices in client-facing and leadership roles.
• Strong written and verbal communication; detail-oriented and organized.

Responsibilities

• Provide strategic leadership for the Victim Support Services Department.
• Oversee daily operations, budgeting, staffing, and performance metrics.
• Develop policies and procedures to ensure quality survivor support.
• Coach and develop Victim Support Specialists; conduct evaluations.
• Maintain trauma-informed interviewing standards and documentation.
• Liaise with client law firms to translate litigation needs into processes.
• Monitor compliance with privacy, data security, and legal requirements.
• Lead campaigns and partnerships with attorneys and support teams.

Skills

Trauma-informed leadership

Team management

Strategic planning

Communication skills

Attention to detail

Education

Bachelor's degree

MSW or related field preferred

Job description

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.

About the Role

The Manager of Victim Support Services provides strategic leadership and operational oversight for the organization's Victim Support Services Department, ensuring the delivery of high-quality, trauma-informed support services to survivors participating in complex mass tort litigation. This position leads a multidisciplinary team of Victim Support Specialists responsible for conducting forensic interviews with survivors of sexual abuse, human trafficking, institutional abuse, domestic violence, and other vulnerable populations.

Reporting directly to the Director of Post Acquisition, the Manager is responsible for department strategy, workforce planning, employee development, quality assurance, operational performance, and continuous process improvement. This role serves as the department's subject matter expert on trauma-informed interviewing and forensic documentation while acting as the primary liaison between the organization and client law firms to ensure litigation requirements are effectively translated into operational processes.

Key Responsibilities

• Provide strategic leadership for the Victim Support Services Department by establishing departmental goals, performance expectations, and operational priorities.
• Foster a culture of compassion, accountability, integrity, collaboration, and continuous improvement.
• Direct daily operations to ensure efficient workflow, resource allocation, and achievement of departmental objectives.
• Develop and implement policies, procedures, and best practices that promote operational excellence and high-quality survivor support.
• Monitor departmental metrics and implement initiatives to improve productivity, quality, and employee engagement.
• Manage department budgets, staffing plans, and operational resources as assigned.

Employee Development

• Recruit, interview, hire, and onboard qualified Victim Support Specialists.
• Develop comprehensive training programs focused on trauma-informed care, forensic interviewing, documentation standards, and legal processes.
• Provide ongoing coaching, mentoring, and professional development opportunities.
• Conduct regular one-on-one meetings, performance evaluations, and development planning.
• Address employee performance concerns through coaching and corrective action when necessary.
• Develop succession plans and identify future leadership opportunities within the department.
• Promote employee wellness and resilience while recognizing the emotional demands associated with trauma-informed work.

Trauma-Informed Interview Operations

• Oversee all forensic interview operations to ensure consistency, professionalism, and adherence to trauma-informed principles.
• Develop and maintain standardized interview templates, documentation requirements, and interview methodologies.
• Ensure interviews are conducted using survivor-centered communication techniques that prioritize dignity, respect, and psychological safety.
• Review documentation to ensure accuracy, completeness, and compliance with litigation requirements.
• Identify opportunities to improve interview quality, survivor experience, operational efficiency, and documentation consistency.
• Serve as the department's subject matter expert on trauma-informed interviewing and forensic documentation.

Law Firm Partnership and Campaign Management

• Serve as the primary operational liaison between Tort Intake Professionals and client law firms.
• Lead campaign planning, implementation, and operational execution.
• Translate litigation objectives into interview methodologies and documentation standards.
• Collaborate with attorneys and litigation support teams to ensure campaign expectations are met.
• Monitor campaign progress, timelines, deliverables, and completion metrics.
• Provide operational updates, reporting, and strategic recommendations to internal leadership and external clients.
• Develop and maintain strong professional relationships with attorneys, paralegals, and client representatives.

Quality Assurance and Compliance

• Oversee departmental quality assurance programs to ensure interviews and documentation meet organizational and client standards.
• Audit completed interviews for quality, accuracy, consistency, and completeness.
• Monitor compliance with internal policies, legal requirements, and campaign-specific guidelines.
• Identify trends, coaching opportunities, and process improvements through quality review.
• Implement corrective actions and continuous improvement initiatives to enhance service delivery.
• Maintain confidentiality and ensure compliance with all applicable privacy and data security requirements.

Operational and Business Leadership

• Establish departmental performance metrics and monitor progress toward operational goals.
• Analyze productivity, staffing levels, workflow, and service performance.
• Recommend and implement process improvements that enhance operational efficiency and client satisfaction.
• Support organizational initiatives and collaborate with cross-functional leadership teams.
• Prepare reports, dashboards, and presentations regarding departmental performance and key performance indicators.
• Perform other duties as assigned.

Supervisory Responsibilities

• Directly supervises Victim Support Specialists and other assigned personnel within the Victim Support Services Department.
• Hiring, onboarding, training, and employee development.
• Scheduling and workload management.
• Performance management and coaching.
• Employee engagement and retention.
• Corrective action and disciplinary processes.
• Performance evaluations.
• Leadership development and succession planning.

Required Qualifications

• Bachelor's degree required, preferably in Social Work, Psychology, Human Services, or a closely related field (e.g., Sociology, Counseling, Behavioral Science, Public Health)
• Minimum of 5 years of professional experience in social work, victim advocacy, case management, or human services roles involving vulnerable populations
• At least 2 years of direct people-management or supervisory experience
• Proven ability to apply trauma-informed practices in both client-facing work and leadership responsibilities
• Strong written and verbal communication skills
• Exceptional attention to detail, sound judgment, and strong organizational skills in sensitive and confidential environments
• Must be legally authorized to work in the United States. Employment eligibility verification is required in accordance with federal law, including participation in E-Verify

Preferred Qualifications

• Master's degree in Social Work (MSW) or a related field
• Experience in legal intake, healthcare settings, crisis intervention, or victim services
• Experience leading teams in structured, high-volume, or metrics-driven environments
• Familiarity with performance metrics, reporting standards, and service-delivery benchmarks
• Experience working with CRM platforms or case-management systems

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

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.