Position Title: Client Support Specialist

Reports To: Manager of Operations and the Executive Director

Position Summary The Client Support Specialist provides compassionate, trauma-informed, victim-centered, and culturally responsive support to individuals impacted by crime and tragic circumstances throughout Huron and Perth Counties. Working collaboratively with police, community partners, volunteers, and agency staff, the Client Support Specialist responds to the immediate and ongoing needs of victims through crisis intervention, emotional support, safety planning, advocacy, case coordination, referrals, and assistance with financial assistance programs, including the Victim Quick Response Program+ (VQRP+).

The successful candidate demonstrates professionalism, sound judgment, strong interpersonal skills, and a commitment to empowering victims while maintaining confidentiality and adhering to agency policies, legislative requirements, and best practices in victim services. The position offers an opportunity to join a compassionate, purpose-driven team dedicated to supporting individuals affected by crime and trauma.

We offer meaningful work, ongoing professional development, a collaborative and trauma-informed workplace, opportunities for growth opportunities, competitive compensation and benefits, and a strong commitment to employee well-being and work-life balance.

Primary Responsibilities

Client Support Services

- Provide immediate crisis intervention and emotional support to victims of crime and tragic circumstances, both in person and virtually, using a trauma-informed and victim-centred approach.
- Respond to on-scene requests for service alongside crisis response volunteers or independently when volunteers are unavailable.
- Complete client needs assessments and develops appropriate support plans based on individual circumstances.
- Provide information regarding victims' rights, available services, and the criminal justice process.
- Assist clients in accessing community resources, including medical, legal, counselling, housing, financial, and social supports.
- Complete applications for the Victim Quick Response Program+ (VQRP+) and other financial assistance programs as appropriate.
- Support victims in making informed decisions while respecting their autonomy and choices.
- Advocate on behalf of clients while encouraging self-advocacy whenever possible.
- Obtain informed consent and ensure all required documentation is completed accurately.
- Deliver specialized support to survivors of human trafficking and other vulnerable populations.
- Work collaboratively with police, emergency responders, healthcare providers, and community agencies to coordinate services and improve client outcomes.

Case Coordination and Documentation

- Maintain accurate,



objective, and timely client documentation in accordance with agency policies, privacy legislation, funding requirements, and professional standards.
- Maintain confidential client files and electronic records using agency databases, including ADAIRO and VQRP+ systems.
- Record client contacts, referrals, follow-up activities, safety concerns, and case outcomes.
- Monitor active cases to ensure appropriate follow-up and continuity of service.
- Participate in case consultations and communicate relevant client information within approved confidentiality guidelines.
- Contribute to maintaining an up-to-date directory of community resources and referral partners.
- Support quality assurance activities and program reporting requirements.

Occasional Responsibilities

Community Engagement

- Build and maintain collaborative relationships with police services, healthcare providers, social service agencies, schools, and community organizations.
- Represent Victim Services at community meetings, events, and collaborative initiatives.
- Deliver community education presentations promoting victim services, crime prevention, and available supports.
- Assist with public awareness campaigns, promotional materials, website content, and social media initiatives.
- Respond professionally to inquiries from clients, community members, partner agencies, and stakeholders.
- Participate in debriefings and provide peer support to staff and volunteers following critical incidents as appropriate.

Qualifications

- Diploma or degree in Social Work, Social Service Worker, Psychology, Criminology, Victimology, Human Services, or a related field; or an equivalent combination of education and relevant experience.
- Critical Incident Stress Management (CISM), Applied Suicide Intervention Skills Training (ASIST), Mental Health First Aid, or other crisis intervention training is considered an asset.
- Experience working with individuals impacted by trauma, violence, crisis, or victimization is preferred.

Skills, Knowledge, and Experience

- Demonstrated knowledge of trauma-informed, victim-centred practice.
- Understanding of the criminal justice system, victim rights, and community-based victim services.
- Knowledge of community resources and the ability to navigate complex service systems.
- Excellent crisis intervention, conflict resolution, and problem-solving skills.
- Strong interpersonal,



communication, and active listening skills.
- Ability to build trusting relationships with clients from diverse backgrounds.
- Demonstrated ability to maintain professional boundaries and confidentiality.
- Strong organizational, time management, and case management skills.
- Excellent written documentation and record-keeping abilities.
- Strong computer proficiency, including Microsoft Office and electronic case management systems.
- Ability to work independently while contributing positively to a collaborative team.
- Experience facilitating presentations or public education sessions is an asset.
- Minimum one year of experience in crisis response, victim services, social services, mental health, or a related human services field.
- Valid Ontario Class G Driver's Licence with access to a reliable personal vehicle.
- Successful completion of a Police Record Check with Vulnerable Sector Screening.

Working Conditions

- Work is performed in both office and community settings, including client homes, hospitals, police facilities, and other community locations.
- Regular travel throughout Huron and Perth Counties is required. Primary office location will be in Listowel
- The position includes participation in an on-call rotation and requires flexibility to workdays, evenings, weekends, and statutory holidays as operationally required. Regular hours are 9-1630 M-F.
- Mileage compensation for work related travel is .65c/km
- Salary ranges from $26.63 - $30.09
- The role involves exposure to individuals experiencing crisis, grief, trauma, and emotional distress and requires the ability to manage the impacts of vicarious trauma through appropriate self-care, reflective supervision, debriefing, peer support, training and workload management.
- Employees may occasionally encounter unpredictable environments, adverse weather, traffic, smoke, unpleasant conditions, or exposure to domestic animals.
- The position requires prolonged sitting, standing, walking, driving, computer use, and occasional lifting of materials weighing up to 25 pounds.
- Frequent interruptions and changing priorities are expected.

Core Competencies

Successful candidates will demonstrate

- Trauma-informed and victim-centred practice
- Compassion, empathy, and professionalism
- Cultural humility and inclusive service delivery
- Ethical decision-making and integrity
- Sound judgment and critical thinking
- Effective communication and collaboration
- Adaptability and resilience
- Accountability and attention to detail
- Strong documentation and case management skills
- Commitment to continuous learning and professional development

Pay: $26.63-$30.09 per hour

Benefits

- Extended health care

Work Location: In person

📌 Client Support Specialist (Listowel)
🏢 Victim Services Huron Perth
📍 Listowel