Victim Support Manager - Phoenix

Description

Why Join Us?

At Tort Intake Professionals, your work is more than a job—it’s a mission rooted in justice and compassion. You’ll help people through some of the most difficult moments of their lives, ensuring their stories are heard with accuracy, empathy, and respect. Every case is a chance to restore dignity—and your role makes that possible.

About the Role

The Victim Support Manager is a senior, trauma-informed leadership role responsible for overseeing the Victim Support Specialist (VSS) team, which conducts sensitive outreach and secondary interviews with adult victims, personal representatives, and parents or legal guardians of minor victims involved in mass tort litigation.

This role blends social-work-informed advocacy with structured operational leadership. The Manager ensures that every client interaction is compassionate, ethical, compliant, and professionally documented—while also driving team performance, sustainability, and quality in a high-volume legal services environment.

This position is ideal for a leader with a background in social work, victim advocacy, or human services who wants to remain close to mission-driven work while applying strong people leadership, systems thinking, and accountability.

What you’ll do

• 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

Requirements

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

Perks of Joining Our Team

• 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
• Meaningful Career Path – Continue impactful victim-advocacy work in a senior leadership role while supporting survivors and families during critical moments with compassion and respect
• Mission-Driven Leadership – Lead and develop a purpose-focused team within a growing legal services organization
• Work That Matters – A role where empathy, structure, and leadership come together to make a real difference

Schedule: Full-Time/Exempt

Compensation: $95,000 - $110,000 DOE

Tort Intake Professionals is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law

Employment is contingent upon the successful completion of a background check. Final hiring decisions will reflect the outcome of this screening process.