Supervisor of Domestic and Sexual Violence Client Services

SUMMARY

The supervisor is responsible for overseeing the daily functions of individual advocacy services, including medical, legal, and institutional advocacy and crisis intervention support.

Responsible for the management and operation of the 24-hour Sexual Assault Hotline and Domestic Violence/Sexual Assault medical/legal advocacy response. Provides on-call coverage and support for assigned and rotating shifts as part of our 24-hour hospital crisis response.

Provides supervision to advocates (5 full-time/5 part-time) and assists them with evaluating the necessary steps to plan and coordinate with police officers, sex crimes detectives, and the State's Attorney Office to ensure proper charges are pursued and filed. Supports advocates with caseload management, identifying resources and referrals, ensuring quality of care, and support with proper documentation and administrative tasks.

The role also provides supervision to Trauma Therapists and clinical interns (3 full-time staff, 1-2 interns), oversees counseling waitlists and case assignments, and supports coordination of individual and group counseling services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Carries out supervisory responsibilities in accordance with organizational policies and applicable laws. Responsibilities include hiring and onboarding staff; training, planning, assigning, and directing work; evaluating performance; providing supervision, coaching, and professional development; addressing concerns and resolving problems; and completing required administrative documentation. Provides supervision, as appropriate to staff roles and qualifications, and ensures compliance with applicable professional, ethical, and funder requirements.
• Oversees daily program operations and monitors service delivery across domestic violence and sexual assault advocacy and clinical services. Ensures services are delivered in accordance with program requirements, organizational policies, applicable standards, and contractual obligations. Supports effective coordination of legal, civil, medical, crisis intervention, individual advocacy, and counseling services.
• Monitors compliance with governmental and private funder requirements, including applicable DHS, VAWA, VOCA, VCVA, ICASA, and ICADV standards and mandates. Ensures services, client numbers, service hours, documentation, and reporting meet applicable requirements. Identifies service delivery concerns and implements or recommends corrective actions and improvements as needed.
• Develops and maintains relationships with community partners, including hospitals, courthouse personnel, law enforcement, State's Attorney's Offices, partner agencies, schools, and other community stakeholders. Collaborates with partners to monitor service quality, assess survivor needs, identify service gaps, and strengthen coordinated responses to domestic violence and sexual assault. Assists in maintaining memoranda of understanding, formal partnership agreements, and active working relationships with hospitals, law enforcement agencies, State's Attorney's Offices, court systems, and other community partners.
• Provides individual and group supervision, case consultation, and guidance to program staff regarding service provision, crisis intervention, survivor engagement, professional boundaries, ethical considerations, and program effectiveness. Facilitates regular team meetings, supports cross-functional collaboration, and identifies staff training and professional development needs.
• Provides supervision and consultation regarding advocacy services and staff interactions with survivors, law enforcement, sex crimes detectives, court personnel, hospitals, educational institutions, and other community partners. Supports staff in navigating complex systems, coordinating services, and addressing barriers to access. Ensures appropriate training and refresher training are provided to maintain effective, survivor-centered service delivery.
• Oversees scheduling and coordination of the monthly hotline and on-call calendar for assigned and rotating shifts supporting the 24-hour hospital crisis response in collaboration with the Volunteer and Training Coordinator. Provides backup coverage and consultation as needed for the PCH Rape Crisis Hotline and/or Domestic Violence Hotline in a backup rotation. Supports staff in responding to urgent client crises and system-level issues, including on-site crisis intervention and coverage as program needs require.
• Oversees individual and group counseling waitlists. Monitors client flow and assignment processes in collaboration with the VP of Domestic & Sexual Violence Services. Identifies barriers to timely access and recommends improvements to reduce delays and support continuity of care.
• Coordinates case assignments and monitors the effectiveness of assignments. Participates in quarterly service utilization reviews with the VP of Domestic & Sexual Violence Services and incorporates relevant utilization data into staff supervision, program planning, and service improvement efforts.
• Monitors the quality and completeness of clinical documentation, required paperwork, electronic health record entries, and related administrative processes to ensure compliance with professional standards, organizational policies, and funding requirements.
• Ensures required monthly reports are completed accurately, submitted on time, reviewed for quality, and entered into the appropriate projection and tracking systems. Monitors program data and performance indicators to assess service delivery, identify trends, support funder compliance, and inform programmatic decisions.
• Collaborates with the VP of Domestic & Sexual Violence Services on program development, operational workflows, policies and procedures, resource allocation, service utilization, and community partnerships. Identifies opportunities to improve service delivery, strengthen internal systems, and respond to evolving survivor and program needs.
• Develops, reviews, updates, and maintains domestic violence and sexual assault program policies and procedures in alignment with applicable ICADV and ICASA standards, ethical and legal requirements, funder expectations, and organizational policies.
• Participates in monthly line-of-service meetings, facilitates regular program meetings, and attends or facilitates other meetings as needed. Participates in relevant committees, trainings, and organizational activities through ICASA, ICADV, and other partner agencies, as applicable to program responsibilities.
• Participates in regular supervision with the VP of Domestic & Sexual Violence Services to review staff performance, program outcomes, operational priorities, and progress toward established goals and objectives. Communicates emerging concerns, recommends solutions, and supports accountability across program functions.
• Performs other duties as assigned.

SUPERVISES

DV/SA Advocates (5 full-time/5 part-time), the Coordinator of Sexual and Domestic Violence Training and Volunteer Operations, DV/SA Trauma Therapists and clinical interns (3 full-time staff, 1-2 interns)

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and or ability required. Reasonable accommodations may be made to enable an individual with a disability to perform the essential duties and responsibilities.

EDUCATION AND EXPERIENCE

Master's degree in Counseling, Psychology, Clinical Social Work, Marriage and Family Therapy, or a related field are required.

Illinois 60-hour DV/SA training preferred.

At least 2 years of experience providing counseling services is required. Experience working with survivors of domestic & sexual violence required. Experience supervising staff in programs that provide 24/7/365 services is preferred. Prior supervisory or program management experience preferred.

DEMONSTRATED COMPETENCIES

1. Provides effective and inspiring leadership.
2. Demonstrates and promotes values of compassion, empathy, respect, integrity, trust, accountability, and collaboration.
3. Demonstrates commitment to and support of the mission, vision, and values of the program and organization.
4. Demonstrates commitment to trauma informed practices; utilizes trauma informed techniques/strategies
5. Strong problem solving and crisis intervention skills; skilled in assessing situations, determining solutions, and resolving situations for time sensitive matters.
6. Highly organized with ability to multi-task and willingness to learn new tasks.
7. Critical and analytical thinker. Uses logic and reasoning in decision making
8. Promotes culture of high performance and continuous improvement by, among other things:
   • Remaining current on industry best practices related to areas of responsibility and improving internal systems with eye towards future needs and within budget parameters.
   • Participating in the development of and monitoring of key performance indicators and performance improvement initiatives.

1. Ability to work well within a team environment and can build relationships of trust with others.
2. Excellent verbal and written communication skills.
3. Reliable and keen eye to details
4. Computer proficiency in electronic health records preferred; internet and e-mail, Microsoft Office software required.

OTHER

Valid IL driver's license. Personal vehicle needed for transportation to/from office locations, courthouses, hospitals, or other community-based events. Mileage for authorized work-related purposes is reimbursable.

PAY & BENEFIT INFORMATION

$60,000 - $67,000*

* Wage is based on one's experience, qualifications, and bilingual language skills as compared with our position requirements and other similar employees within the organization.

Medical, dental, vision, short/long term disability, life, accident, critical illness, hospital indemnity, FSA, Employee Assistance Program, 401(k) retirement plan, paid time off for vacation, sick, personal time, holidays, & wellness day. Professional development membership to Relias Essential Learning.