Service Specialist - Internet Child Exploitation Counselling Program

Victim Services of Stormont, Dundas, Glengarry and Akwesasne

Victim Services of S.D.G. & A. is a non-profit organization dedicated to providing assistance to individuals who have been victimized as a result of a crime or tragic circumstance. Our agency works in partnership with police as well as emergency responders and other community-based services to ensure victims receive the help they need to assist them in the development of their personal path to wellness. Our agency is looking to fill a Service Specialist position for our Internet Child Exploitation (ICE) Counselling Program. The ICE Program provides shot term counselling services to children and youth and their impacted family members across Ontario who have experienced exploitation through the use of technology.

Reporting primarily to the Supervisors of Client Services, the ICE Service Specialist is responsible for responding to and processing all referrals and requests for information received for the Internet Child Exploitation (ICE) Counselling Program. In addition, the Service Specialist determines and confirms program eligibility to access funds for counselling funded by the Program. The Service Specialist will take a case management approach that will include follow-up with victims and their impacted family members for the provision of counselling services as required as well as referrals to appropriate community agencies. The Service Specialist will maintain an up-to-date list of qualified and eligible therapists and counsellors throughout Ontario to ensure responsive service delivery. The Service Specialist must demonstrate a high level of commitment and energy to Victim Services and work cooperatively with all team members, community partners and stakeholders to ensure optimal services are available to clients of the ICE Program.

This is a full-time, bilingual position consisting of 35 hours per week with flexible work hours which will include some evenings, weekends and on-call hours.

Duties and Responsibilities

General Client and Service Delivery

• Confirms eligibility for the ICE Counselling Program;
• Adheres and complies with agency Policies and Procedures and Ministry Program Guidelines and directives and that service/program eligibility criteria is met and any changes are followed;
• Ensures a responsive and collaborative approach to calls and service/support requests from police, community partners and stakeholders;
• Receives and screens applications from therapists and counsellors from across Ontario who wish to be an approved Service Provider and maintains up to date records and inventory with the required documentation on file;
• Ensures that all client case management activities are completed in accordance with Ministry Guidelines and agency timelines and enters client file information and Services Provider profile information into the client database;
• Records all services and recommended interventions offered and accepted into client case management database;
• Generates monthly and quarterly statistical reports for the ICE Counselling Program for the Supervisors of Client Services and the Executive Director;
• Coordinates client service planning and interventions with partners and colleagues;
• Provides telephone support and information and referrals to clients/victims calling or attending the office;
• Conducts risk, needs and safety assessments with all referrals;
• Coordinates matching activities for children, youth and family members impacted to the most appropriate Service Provider (therapist/counsellors);
• Completes follow-up calls with victims and impacted family members to ensure their needs have been met.

Program Support

• Leads and manages recruitment initiatives and screening for qualified and eligible Service Providers (counsellors and therapists) across Ontario;
• Ensures appropriate information is recorded regarding calls, requests for information and referrals;
• Records and monitors counselling fee payment processes, mechanisms and controls;

Community Involvement and Outreach

• Responds to a variety of telephone inquiries from community agencies and services, emergency services and the public;
• Provides information regarding the ICE Counselling Program and all programs offered by Victim Services of S.D.G. & A.;
• Liaises with community agencies to provide information about the ICE Counselling Program; and
• Attends and represents Victim Services at public events.

Program Evaluation and Improvement

• Receives, distributes and records satisfaction and feedback surveys from referral sources, family members and Service Providers;
• Participates in the development and implementation of evaluation processes;
• Collects and incorporates information gathered through the evaluation process to ensure an effective program and service delivery;
• Contributes and participates in Team meetings with an aim of improving service and program service provision, Team efficiencies and cohesiveness; and
• Responds to any complaints about the Program or feedback supported by a Supervisor of Client Services.

Administrative/ICE Program Lead

• Ensures all agency policies and procedures Ministry Guidelines and directives are followed and contributes to efficiencies of the program and Team;
• Coordinates and ensures all required statistical information is collected and documented in a timely manner involving the client case management database, requests for service etc.;
• Supports the Supervisor of Client Services with administrative tasks as and when required;
• Opens and maintains secure filing system for office, including client, Service Provider invoicing, administrative and program related files as appropriate;
• Ensures all client files and Service Provider files are up to date and maintained in the client database;
• Ensures payments to Service Providers for counselling services rendered are processed in a timely manner;
• Completes all necessary tasks required by the Ministry, the Supervisor of Client Services or the Executive Director;
• Assists in maintaining and updating the resource directories impacting the ICE Counselling Program across the Province of Ontario; and
• Other duties as assigned by a Supervisor of Client Services or the Executive Director.

The Ideal Candidate Would:

• Possess a degree or Diploma in the Human Services field;
• Be fluently bilingual (written, spoken) in both English and French;
• Provide a favourable Vulnerable Sector Criminal Background Check;
• Possess a valid Driver’s License and access to a reliable vehicle for work purposes;
• Have experience in human services and issues affecting victims of all ages;
• Be an energetic individual who possesses the ability to deal with high-stress and crisis incidents in a calm and soothing manner;
• Have strong telephone communication skills;
• Possess Crisis intervention experience/education;
• Ability to present information to large and small groups;
• Have strong interpersonal skills and ability to maintain good working relationships with police services, community partners, stakeholders, staff and members of the Board;
• Ability to maintain strict confidentiality around all issues regarding calls for service to victims, information shared in volunteer training/debriefing and information about the organizations, volunteers and staff members;
• Excellent organizational skills and ability to multi-task and set priorities;
• Excellent oral and written communication skills;
• Have sound conflict resolution skills;
• Be a team player and supportive of the Team;
• Conscientious in completing all necessary documentation with attention to detail;
• High level of commitment, energy and initiative;
• Willingness to work flexible hours/on-call hours and travel throughout the counties; and
• Excellent computer knowledge (Excel, Word, PowerPoint, Internet); ability to design/work with spreadsheets.

Salary Range Based on Experience and Qualifications: $45,500-48,066

Benefits and Vacation Package

Please forward your cover letter and resume no later than 4:00 p.m. on

January 10, 2025 to:

Mary Lynn Burns,

Executive Assistant/Office Manager

Email: mburns@vsv-sdga.ca

117 First Street East, Cornwall, ON K6H 1K8

We thank all applicants but only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $45,500.00-$48,066.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Vision care

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Experience:

• social services: 2 years (required)

Language:

• and writes fluently in both French and English (Mandatory) (required)

Work Location: In person

Application deadline: 2025-01-10
Expected start date: 2025-01-13