Tort Intake Professionals · 18 hours ago
Victim Support Manager
Las Vegas, NV
Full-time
Onsite
Senior Level
$95K/yr - $110K/yr
5+ years expTort Intake Professionals is a mission-driven organization focused on justice and compassion. The Victim Support Manager oversees the Victim Support Specialist team, ensuring compassionate and ethical client interactions while driving team performance in a legal services environment.
Outsourcing/Offshoring
Hiring Manager
Maria Garduno
Responsibilities
Ensure all VSS client interactions follow trauma-informed, victim-centered principles
Coach specialists on navigating emotionally complex interviews with empathy, clarity, and professionalism
Serve as the primary escalation point for high-risk, sensitive, or complex client situations
Maintain strict adherence to ethical boundaries, confidentiality, and emotional safety standards
Model appropriate tone, pacing, and language for survivor-centered legal interviews
Provide direct supervision, coaching, and mentorship to the VSS team
Conduct regular one-on-one meetings, performance reviews, and development planning
Support onboarding, training, and continued education of new and existing VSS staff
Actively monitor staff well-being and secondary trauma risk; intervene when needed
Foster a culture of accountability, trust, professionalism, and resilience
Oversee daily workflows, interview coverage, and workload distribution for the VSS team
Balance quality of care with efficiency and timeliness in a high-volume environment
Track, analyze, and report on performance indicators including interview completion rates, documentation accuracy and quality, and utilization and capacity planning
Partner with leadership to refine productivity standards and bonus-eligible performance structures
Identify and implement process improvements that support both client outcomes and team sustainability
Partner closely with VSS Education Coordinator to ensure interviews meet internal and external standards
Review documentation for completeness, accuracy, and consistency prior to downstream use
Ensure adherence to all confidentiality, privacy, and legal intake protocols
Address trends in documentation or interview issues through coaching and training
Prepare and review reports related to interview volume, quality, capacity, and outcomes
Serve as a liaison between the VSS team and internal leadership regarding risks, needs, and performance
Collaborate with law-firm partners and internal teams to align on interview standards, timelines, and expectations
Participate in campaign launches, template refinement, and lifecycle monitoring for VSS-supported matters
Qualification
Required
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
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
Benefits
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
Company
Tort Intake Professionals
At Tort Intake Professionals, we have one mission: Turning your leads into cases.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase