Direct Client Services Manager
Victoria Sexual Assault Centre

Wage: $54.50 – 56.50 per hour (based on experience)

Benefits: Full benefit package

Hours: 28 hours per week

Location: Victoria, BC (In office position)

Reports to: Executive Director

Start Date: Immediate


This is a union exempt position.


Closing Date: Sunday, August 20th at 11:59pm

Job Posting/Application Link:


Questions? Please contact Sam Loppie –


Please note that this is a Bona fide position, and is open to Women, Trans, Two-Spirit and Gender Diverse applicants. We especially welcome applications from members of marginalized groups, Indigenous persons, persons with disabilities, Two-Spirit, Trans, gender diverse, LGBQA+ persons and others with the skills and knowledge to engage productively with diverse communities.


Role Summary:

The Direct Client Service Manager adopts and promotes the values and mandate of the Victoria Sexual Assault Centre (VSAC). The position is responsible for managing, coordinating and providing day-to-day business direction including supervision of direct client services staff, reporting, operations and community engagement. The position ensures compliance with all professional standards of practice and agency policies and procedures. The Direct Client Services Manager may assume the responsibilities of the Executive Director in their absence.



  • Philosophy
    • Impart a thorough knowledge and understanding of the Victoria Sexual Assault Centre’s vision, mission, agency goals, policies and procedures
    • Develop an operational framework for client services to support the agency’s strategic goals and capacity
  • Direct Client Services
    • Oversees Direct Client Services (DCS) including;Victim Services – Oversight for the delivery of Victim Services includes direct supervision of VS staff, community relations including Team Victoria (a multi-disciplinary committee overseeing emergency response and survivor’s experience of the Criminal Justice System), referrals, coordination and protocols. Supports effective case planning and caseload management
    • Counselling – In coordination with the Counselling Supervisor provides operational and human resources support to the counselling staff (permanent and auxiliary). Supports effective case planning and caseload management. Provides direct monthly supervision for the Counselling supervisor
    • Victoria Sexual Assault Clinic and Access line – In coordination with the Clinic & Access Coordination, provides operational, human resource support, and the development of collaborative relationships with the police and forensic nursing staff
    • Sexual Assault Response Team (SART) – In coordination with the Volunteer Coordinator and Clinic & Access Coordinator, supports the operational and human resources needs of the SART team, community relations and is fully trained to support SART shifts when needed. Provides direct monthly supervision for the Clinic & Access Coordinator
    • Volunteer Department, in coordination with the Volunteer Coordination, supports the operational and human resources needs of the volunteer department, including SART volunteers, event volunteers and Board of Directors. Provides direct monthly supervision for the Volunteer Coordinator
    • Community Outreach – in collaboration with the Community Outreach Coordinator, supports the operational and human resources needs of the community outreach department. Provides direct monthly supervision for the Community Outreach Coordinator
    • Monitors the service delivery of staff, volunteers and other workers providing services to clients
    • Discuss problem situations and remedies with specific staff and may participate directly in the provision of services to resolve difficult or sensitive issues or problems
    • Works collaboratively with the team to foster growth, creativity and mutual support
  • Human Resource Management
    • Ensure adherence to all requirements of the Employment Standards Act and Regulations, and other Labour Relations best practices in the functional areas of recruitment and selection for DCS staff, labour relations including collective agreement interpretation, discipline, grievance administration and performance and attendance management
    • In collaboration with the Executive Director, ensure that all policies and procedures are upheld according to relevant legislation and the current collective agreement
    • Lead and coordinate the selection process for DCS staff positions; including the preparation, circulation and collection of job postings, coordinating interview panels and hiring of the successful candidate
    • Provide orientation and onboarding for new DCS hires and support ongoing training and development
    • Prioritize departmental services to reflect the short and long-term goals of the DCS department, aligning with the objectives, mission and strategic plan of the organization
    • Monitor DCS supervisors, coordinator and select staff performance through monthly supervision check-ins and annual performance reviews
    • Works closely with DCS supervisors and coordinators to make sure they are resourced to support the needs of the staff/volunteers they supervise directly
    • Perform annual reviews for all DCS staff
    • Coordination and approval of DCS staff sick time, vacation time and leave of absence and professional development to maintain client service delivery
  • Financial
    • In collaboration with the Executive Director, and other exempt staff, determines programs, resources, budgetary, operational and organizational requirements for all new and existing programs within areas of responsibility. Including monthly statistical reporting, quarterly narrative reports and annual application submissions and reporting
    • Contributes to the preparation of grant proposals for direct client service funding
  • Governance
    • Generate reports on client service activities for internal and external use
    • In conjunction with the Executive Director and management team, plans and coordinates approaches, methods, policies and procedures within the Agency’s governance framework
    • In collaboration with the management team, participates in the formulation of agency and program strategic planning with an eye for Direct Client Services priorities
  • Program Development
    • In conjunction with DCS staff, establishes program objectives and performance standards; including the adjustment of overall goals in response to program directives and/or client needs
    • Researches and continuously builds knowledge of best practices and trends towards service development delivery to best support DCS staff and community needs
    • Provides a leadership role in the planning, implementation and evaluation processes of DCS programming in collaboration with the management team related to the agency’s mandate, periodically presenting such plans for review and final approval by the Executive Director
    • Responsible for the oversight of client database management. Responsible for the generation of reports for monthly statistics and funding applications
    • Support and manage programs relevant to contract funding as needed
  • Public Relations
    • In consultation with the Executive Director, acts as media spokesperson on behalf of the organization when needed and/or relevant
    • Assures the organization and its mission, programs, products and services are consistently presented in a strong, positive image to relevant stakeholders including government agencies, health care programs, professional bodies and clients
    • Establishes and maintains strong relationships with other service providers in the community necessary to ensure coordinated, effective, quality client services and reduce barriers to services for clients
  • Resources and Organizational Culture
    • Responsible for the coordination of supplies and technical support (in coordination with the Administrative Coordinator) for DCS program services and staff
    • Fosters a safe and healthy workplace for all employees and volunteers
    • Promotes, supports and models work-life balance
  • Other
    • Performs other related duties as requested by the Executive Director



  • Education, Training and Experience
    • Degree in psychology, counselling, social work, human resources or equivalent experience and training
    • At least two years of experience in the field of sexualized violence and trauma
    • A minimum of five years supervisory experience or equivalent
    • Demonstrated leadership skills
    • Demonstrated conflict resolution skills
    • Demonstrated computer competency including familiarity with spreadsheets, databases and word processing
    • Demonstrated ability to manage a budget
    • Public speaking experience
    • Previous experience in the non-profit social services sector or in community development
    • Extensive working knowledge of issues related to sexualized violence, trauma- informed practice, community-based programming and services, applicable legislation and building community relationships
  • Skills and Abilities
    • A collaborative leader who seeks results individually and through supporting others; an adaptable and strategic thinker with an ability to achieve defined goals
    • Knowledge of issues impacting women, 2Spirit, Trans and gender diverse communities that is informed by an anti-oppressive lens and intersectional consideration
    • Strong technological skills (Ex. Microsoft Word, Outlook, Excel and database programs)
    • Experience in the development of clinical programs is considered an asset
    • Knowledge of the criminal justice system is an asset
    • Excellent verbal, written and interpersonal communication skills
    • Excellent conflict resolution skills including crisis intervention when dealing with heightened client requests and/or conflicts
    • Demonstrated teamwork, leadership, group facilitation skills and supervisory skills; well-developed planning, organizing and administrative skills


To support the healing journey of clients and VSAC policy, we ask that applicants are not a current client and have not accessed VSAC direct client services in the past 12 months. If you are a past client who has not accessed services in 12 months, you are eligible to apply. If you have any questions about this policy, please contact 250-383-5545 or

Sam Loppie
Executive Director
3060 Cedar Hill Rd
V8T 3J5
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