The Victim Services Manager is a hands-on leadership role for an experienced advocate who can support survivors, guide a small direct services team, and help strengthen trauma-informed victim services in Bedford County. This position leads Your Safe Haven’s victim-facing services, including direct advocacy, crisis intervention, confidential support, outreach, education, community awareness, and coordinated community response. The role serves as the agency’s lead advocate and program supervisor, helping ensure services are survivor-centered, confidential, emotionally safe, empowerment-based, and consistent across the team.
The Victim Services Manager provides reflective supervision, case consultation, workflow guidance, and quality assurance for advocacy staff. The role also helps protect the integrity of confidential community-based advocacy services while building strong, ethical working relationships with community partners.
This position participates in a shared on-call crisis response rotation. Its primary focus is the supervision and direction of victim services staff, program operations, service quality, ethical practice, and healing-focused advocacy. The Victim Services Manager works closely with the Executive Director and is not expected to carry organizational compliance, community repair, or program redesign alone.
Core Responsibilities
Advocacy Leadership, Case Consultation & Healing-Focused Practice
• Provide day-to-day leadership and operational oversight for victim services programs, including direct advocacy, outreach, education, and coordinated response.
• Ensure all services reflect trauma-informed, survivor-centered, empowerment-based, and healing-focused principles.
• Establish and reinforce practical standards for crisis intervention, safety planning, confidential advocacy, documentation integrity, informed consent, professional boundaries, and follow-up support.
• Provide reflective supervision and case consultation to advocacy staff.
• Monitor service delivery to ensure clients receive consistent, high-quality support.
• Help make program-level decisions regarding service models, workflow, and coordination strategies in partnership with the Executive Director.
Confidentiality Oversight & Ethical Practice
• Safeguard the integrity of confidential DV/SA services and ensure staff understand confidentiality, privilege, informed consent, and appropriate information-sharing boundaries.
• Oversee documentation practices that protect client privacy and support funder compliance.
• Serve as the first point of consultation for confidentiality concerns, ethical questions, and role-boundary issues involving staff or community partners.
• 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.
• Assign work, set priorities, support accountability, and provide coaching and professional development.
• Lead case management meetings and support quality assurance practices.
• Support staff wellness and address the impact of vicarious trauma, secondary traumatic stress, and burnout.
• Address performance concerns promptly and recommend corrective action when needed.
• Model accountability by sharing appropriately in on-call responsibilities and direct advocacy coverage.
Community Partnerships & Coordinated Response
• Build and maintain collaborative relationships with law enforcement, healthcare providers, courts, child welfare agencies, schools, CAC partners, and other community organizations.
• Represent the agency in multidisciplinary teams, coalitions, task forces, and collaborative efforts, including STOP and Multidisciplinary Investigative Team (MDIT), as assigned.
• Serve as a bridge-builder who strengthens collaboration while maintaining ethical, survivor-centered, and confidentiality boundaries.
• Help de-escalate conflicts, reduce duplication, clarify roles, and support coordinated service delivery.
• Identify systemic barriers affecting survivor healing and recommend practical, collaborative solutions.
Grant Performance, Documentation & Reporting
• Support 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 quality, consistency, and compliance with PCADV, PCAR, PCCD, and other funder requirements.
• Participate in funder monitoring visits and audits with support from the Executive Director and administrative staff.
• Collaborate with the Executive Director on grant implementation, reporting, and program improvement.
On-Call Response & Direct Advocacy Participation
• Participate in the agency’s shared on-call crisis response rotation, including evenings, nights, weekends, and holidays, with advance scheduling whenever possible.
• 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.
• Use flexible scheduling, when approved, to support sustainability after significant after-hours response.
Program Development & Quality Improvement
• Analyze data, service trends, staff feedback, and partner feedback to identify service gaps and improvement opportunities.
• Recommend program improvements, practical protocols, and policy updates related to advocacy, outreach, confidentiality, and coordinated response.
• Support continuous improvement that aligns with survivor healing, safety, access, and service quality.
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
Required
• Relevant professional experience in victim services, domestic violence, sexual assault advocacy, crisis intervention, trauma recovery services, child advocacy, victim/witness support, behavioral health, human services, or a closely related field.
• Direct experience working with survivors of domestic violence, sexual assault, stalking, human trafficking, child abuse, or other forms of interpersonal violence.
• Strong understanding of trauma-informed, survivor-centered, empowerment-based, and healing-focused service models.
• Experience providing crisis intervention, safety planning, advocacy, emotional support, or related trauma response services.
• Ability to lead, coach, or support a team with steadiness, accountability, and good judgment.
• Ability to maintain strict confidentiality and navigate complex ethical situations.
• Strong communication, conflict resolution, organizational, and relationship-building skills.
• Valid Pennsylvania driver’s license, reliable transportation, and willingness to travel throughout the service area.
• Ability to work flexible hours, including participation in an on-call crisis response rotation.
• Ability to obtain and maintain required clearances, including Act 33/34 Child Abuse Clearances, Pennsylvania State Police Criminal History Clearance, and FBI Clearance.
Preferred
• Bachelor’s degree in social work, psychology, criminal justice, human services, counseling, or a related field. Equivalent combinations of education, training, certifications, lived expertise, and relevant professional experience will be considered.
• Five (5) or more years of progressively responsible experience in victim services, DV/SA advocacy, crisis response, trauma recovery services, or a closely related field.
• Two (2) or more years of supervisory, team leadership, lead advocate, or program coordination experience.
• Experience supporting staff wellness and addressing vicarious trauma, secondary traumatic stress, and burnout.
• Experience building collaborative relationships with law enforcement, healthcare providers, courts, child welfare agencies, schools, CAC partners, and other community partners.
• Knowledge of PCADV, PCAR, PCCD, victim rights, ETO or similar documentation systems, and best practices in victim services.
Compensation: $60,000-$65,000
Training & Professional Development
• Complete required victim advocacy training consistent with organizational and funder standards, including core DV/SA training requirements applicable to staff.
• Complete PCCD Foundational Academy training, if not already completed.
• Participate in relevant trainings, conferences, and professional development opportunities as approved.
• Remain current on victim rights, trauma-informed practice, confidentiality standards, and funder updates.
• Receive support to learn agency-specific grant, reporting, documentation, and funder compliance requirements.
Work Environment
This position operates in office-based, community-based, court-involved, and mobile settings throughout Bedford County. Evening, overnight, weekend, and holiday work is required as part of the shared on-call rotation and as needed for outreach events or agency priorities. Exposure to emotionally intense situations is expected. The agency supports trauma-informed supervision, practical workload planning, and sustainable service delivery.
Ethical Expectations
The Victim Services Manager is expected to uphold and promote the mission, values, and ethical standards of Your Safe Haven, including confidentiality, professional boundaries, trauma-informed practice, teamwork, accountability, and collaborative, non-adversarial engagement with community partners.
Equal Opportunity Employer
Your Safe Haven, Inc. is an Equal Opportunity Employer committed to diversity, equity, inclusion, and culturally responsive services.
Please send your resume and cover letter to [email protected].