Roles and Responsibilities

Reporting to the Director of Regional Operations (DRO), the Assistant Director of Operations (ADO) is responsible for the management and coordination of front-line service delivery and support for victims of crime. This position provides direct supervision, guidance, leadership, and oversight for front-line services team members within their sub-region.

Duties of this position include:

Integral part of Centralized Professional Support Staff (CPSS):

- Administrative duties as a core member of the leadership team, including attending meetings, forums and presentations, as required.
- Consult and provide support to the Director of Regional Operations (DRO) on full range of business activities within the assigned portfolio.
- Keep the DRO informed of all issues, concerns, and risks that may negatively impact the operations and delivery of services to victims of crime
- Address and incorporate constructive feedback from stakeholders to improve services.

Administration and Operational Management:

- Monitor activities of front-line services team members and respond to problems/issues. Ensure members of the front-line services team comply with all governing legislation, regulations, industry standards, and codes, and organizational and institutional policies and procedures in the delivery of services to victims of crime.
- Ensure effective management of victim records, including confidentiality of record information in alignment with privacy legislation and the RVSS’s privacy policy.
- Oversee the efficient and effective day-to-day front-line operations of the organization including direct supervision of front-line staff.
- Coordinate and support the delivery of victim services across service delivery locations; ensure continuity and quality of care and victim-centric services throughout the region.
- Ensure all systems, processes and procedures are operating effectively and efficiently, including computer technology, telephony, resource database, materials as well as equipment used for remote service delivery.
- Ensure Court and Support Navigators are demonstrating appropriate levels of client services and documentation (i.e., in case management system).
- Triage and manage front-line service complaints in alignment with complaints handling policy.
- Implement and maintain a framework for scheduling and deployment of front-line team members within assigned sub-region.
- Manage and oversee the delegation of victim referrals into the RVSS from partner agencies (e.g., RCMP, Crown prosecution service other victim serving organizations etc.).

Policy and Planning:

- Support the development of procedures, and guidelines to support front-line service delivery, review policies, procedures, and guidelines annually.
- Collaborate and support members of the CPSS team in the development and implementation of policy and procedures to ensure programs and services comply with related policies and procedures.

Human Resources:

- Provide excellent leadership to front-line team members through development and coaching, performance evaluation and feedback, health and wellness, safety, issues resolution and succession planning.
- Support staff participation in special programs/events, including peer training and wellness/engagement initiatives.
- Oversee and manage daily scheduling and deployment of front-line staff,



ensuring that vacancies are filled appropriately.
- Ensure the timely processing of relevant personnel forms and processes, including attendance management, time sheets, vacation/leave requests, etc.
- Optimize staffing resource utilization within the assigned sub-region, re-organizing staff where appropriate to ensure safe and efficient workflow.
- Liaise between RCMP members, volunteers, staff and the CPSS, as required.

Partnership Development:

RCMP

- Act as the primary contact for RCMP detachments for daily operations within assigned sub-region.
- Support the fulfillment of RCMP partnership agreement requirements pertaining to service levels, office hours, etc.
- Develop and maintain strong community collaborations, connections and partnerships with stakeholders, victim serving organizations, justice system partners, and community representatives to provide and enhance victim services based on community needs and to ensure meaningful, victim-centric service delivery.

Courthouses and Crown prosecution services:
- Manage and oversee the delegation of victim referrals into the RVSS from the Crown prosecution service.
- Build strong relationships and act as the liaison with courthouses and Crown prosecution services for assigned sub-region.
- Advocate for victim rights and raise victim concerns with the courts, Crown prosecution services, and other agencies as required.

Develop positive working relationships and partnership agreements with other victim support agencies to ensure efficient court support services (e.g., reduce duplication of service and ameliorate gaps).

Ensure meaningful services and referrals for victims:

- Supervise and coordinate the provision of services to victims and family members by front-line team members.
- Monitor and follow-up with front-line team members to ensure accurate and complete recording of case information relating to the justice system (e.g., court dates, case notes etc.) in the case management system.
- Facilitate the development of mechanisms for communication, services and supports to meet the diverse needs of victims (e.g., language translation, accessibility accommodations, etc.) or for victims who cannot attend court proceedings in-person (i.e., remote testimony).

Facilitate staff training and development:

- Develop and deliver training programs focused on Victim Impact Statements, Community Impact Statements, Restitution, and Restitution Recovery Program, and the role of court support, orientation, and accompaniment.
- Arrange informational presentations and/or learning opportunities with partner organizations.

Qualifications

Education:

- Minimum of two (2) years of post-secondary education in Human Services, Social Sciences, Business Management, Leadership, or a related field from a recognized post-secondary institute.

and

- Minimum of three (3) years' experience in human services, social services, or a related field (inclusive of supervisory experience).

and





- Minimum of two (2) years leadership/supervisory experience, preferably with a large and diverse team.

Note: Equivalencies of a combination of education and directly related experience may be considered to meet the minimum requirements.

Assets:

- Demonstrated experience in initiating and leading a team through change, including coaching, motivating and supporting team members.
- Familiarity with legislation, government operations, systems, and structures as they apply to the provision victim services in Canada.
- Experience in client support, program development and implementation.
- Strong organizational skills that align with time management skills and the ability to efficiently set and meet priorities.
- Highly developed written and verbal communication skills with the ability to be confident, clear, respectful, and sensitive.
- Strong leadership and supervisory skills, able to lead a team with a collaborative approach to supporting victims.
- Excellent decision-making, problem-solving and conflict/crisis management skills.
- Strong interpersonal skills, with the ability to build positive and collaborative working relationships with stakeholders, individuals, and teams.
- Computer literacy, including effective working skills of MS Word, Excel, PowerPoint, and Outlook required.

Additional Requirements:

- Enhanced criminal record check for vulnerable sector is required (current and explicit, completed within 90 days of hire date).
- Valid class 5 driver’s license (or provincial equivalent).
- This position may be required to work non-traditional work hours including evenings/weekends to attend to operational incidents, meetings, and/or community events.
- Online Victim Services Training (AVS-101) will be provided upon commencement.

Location The Central Alberta Victim Serving Society's service delivery region includes the following RCMP Detachment areas:

- Bashaw*

- Beaumont

- Blackfalds*

- Breton

- Camrose (rural)

- Devon

- Fort Saskatchewan

- Innisfail

- Leduc

- Maskwacis

- Morinville

- Parkland (Spruce Grove & Stony Plain)

- Ponoka

- Rimbey

- Rocky Mountain House

- St. Albert

- Stettler*
- Sylvan Lake*

- Thorsby

- Wetaskiwin*

PLEASE NOTE:

- The Assistant Director of Operations will oversee staff in the South Division of the CPSS region, which includes Bashaw, Blackfalds, Camrose, Innisfail, Maskwacis, Ponoka, Rimbey, Rocky Mountain House, Stettler, Sylvan Lake, and Wetaskiwin.
- This position follows a hybrid work model and requires significant weekly travel to various detachment locations within the South Division. Occasional travel to communities in the North Division may be required for meetings or to provide operational cross-coverage as needed.
- The Assistant Director must also attend the Central Office (3757 56 Ave East, Nisku, AB) a minimum of one (1) day per week for in-person meetings.
- Due to the nature of this role, a company vehicle will be provided for work-related travel.

Salary Base annual salary of $74,587.00 to $89,138.00, plus a Health and Dental benefits package, RRSP shared contribution savings plan, paid time off.

How to Apply

Please send your resume and cover letter describing your experience and your motivation for wanting to join the Central Alberta Regional Victim Serving Society to: [email protected]

📌 Assistant Director of Operations (South Division) (Nisku)
🏢 Central Alberta Regional Victim Serving Society
📍 Nisku