Program Support Specialist - Victim Services of Stormont Dundas Glengarry & Akwesasne

Job Details

Program Support Specialist

  • City City: Cornwall, ON
  • Rate of Pay Rate of Pay: Salary
  • Rate of Pay Amount / Range Rate of Pay Amount / Range: $45,500 to $48,066
  • Positions Available Positions Available: 1
  • Type Type: Full Time
  • Duration Duration: Permanent
  • Avg. Hours/Week Avg. Hours/Week: 35
  • Schedule Schedule: Days, Nights, Weekends
  • Education Education: College, University


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.

Reporting primarily to the Supervisor of Client Services, the Program Support Specialist will be responsible for providing direct support for all programs offered at Victim Services including but not limited to, Victim Crisis Assistance Ontario (VCAO), After Hours Crisis Response Program, Victim Quick Response Program (VQRP), Family Court Support Worker Program (FCSW), the Mobile Tracking System (MTS) Program and the Internet Child Exploitation (ICE) Counselling Program. This position will support the delivery of services of all agency programs, from the initial call for service through to planning and delivering interventions to clients of the agency. The Program Support Specialist is cross trained to support the workload and overflow of direct client service delivery expectations across agency programs within our service jurisdiction, of the City of Cornwall, the counties of Stormont, Dundas, Glengarry, the community of Akwesasne and the counties of Prescott-Russell. The position is responsible to fulfill the responsibilities associated with Intake, Service and Intervention Planning, Safety Planning, client file case management, record keeping and documentation. The Program Support Specialist will take a case management approach that will include follow-up with victims and their families and the provision of supportive and/or practical assistance as required as well as referrals to appropriate community agencies.

This is a full-time at 35 hours per week with flexible work hours which will include some evenings, weekends and on-call hours.  Bilingual (written, spoken) in both English and French considered an asset.

Duties and Responsibilities

General Client and Service Delivery

  • Ensures a responsive and collaborative approach to calls and service/support requests from police or community partners.
  • Familiar with and able to perform the minimal direct service and intervention-related requirements of all agency programs (VCAO, VQRP, FCSW, ICE, After Hours Program, and MTS Program)
  • Ensures on-scene assistance to staff and/or volunteers in difficult or large-scale emergency situations by personally attending the scene.
  • Meets with clients on scene as needed.
  • Enters client file information into the client databases and records all services and recommended and accepted interventions provided as per Ministry and/or agency defined expected timelines.
  • Coordinates client service planning and interventions with partners and colleagues for all agency offered programs.
  • Provides on-call and back up on-call support; assumes Team Leader responsibilities during weekday office hours and weekend/weeknights as needed; carries cell phone as required.
  • Provides telephone support and information and referrals to clients/victims calling or attending the office.
  • Provides back up for all activities relating to the High Risk, MTS (Mobile Tracking System) program including daily/weekly monitoring of participants in the absence of the Victim Service Specialists.
  • Assess client eligibility for VQRP; meets with clients who qualify and assists them in filling out a referral form.
  • Conducts needs assessments when required; completes follow-up calls with victims to ensure their needs have been met.
  • Confirms eligibility for the ICE Counselling Program.
  • Provides information about the family court process to clients.
  • Provides general information to the client about their role and other parties’ role in the family court process without providing legal advice.
  • Assists clients to identify natural supports to accompany them to court or lawyer meetings, when support is needed.
  • Makes necessary referrals to Family Law Information Centre or Duty Counsel for support in completing and filling out court forms.
  • Assists clients with applications for Legal Aid Ontario.
  • Travels to Prescott-Russell as required and approved for the delivery of support under the Family Court Support Worker Program.

Community Involvement and Outreach

  • Responds to a variety of telephone inquiries from community agencies and services, emergency services and the public.
  • Provides information regarding all programs offered by Victim Services of S.D.G. & A.
  • Liaises with community agencies to provide information about the agency’s mission and organizational objectives.
  • Participates in fundraising events for the agency.
  • Attends and represents Victim Services at public events.
  • Delivers presentations to the community as required.

Program Evaluation and Improvement

  • Receives, distributes and records satisfaction and feedback surveys from referral sources, family members and Service Providers as required by each program.
  • 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.

Administrative Tasks and Responsibilities

  • Supports the Supervisor of Client Services with administrative tasks as needed and required.
  • Opens and maintains secure filing system for office, including client, service provider invoicing, administrative and program related files as appropriate.
  • Completes all necessary tasks required by the Ministry, the Supervisor of Client Services, the Executive Assistant and Office Manager or the Executive Director;
  • Other duties as assigned by a Supervisor of Client Services, Executive Assistant/Office Manager or the Executive Director.

The Ideal Candidate Would:

  • Possess a degree or Diploma in the Human Services field;
  • Bilingual (written, spoken) in both English and French considered an asset;
  • 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;
  • Have strong interpersonal skills and ability to maintain good working relationships with police services, community partners, stakeholders, staff and members of the Board;
  • 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;
  • Be a team player and supportive of the Team;
  • Be willing to work flexible hours/on-call hours and travel throughout the counties; and
  • Have demonstrated advanced computer knowledge (Excel, Word, PowerPoint, Internet); ability to design/work with spreadsheets.

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

Benefit Plan available as well as Employment Assistance Program

Please forward your cover letter and resume no later than 4:00 p.m. on September 20, 2023 to:

Mary Lynn Burns, Executive Assistant/Office Manager


117 First Street East, Cornwall, ON K6H 1K8

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

Perks & Benefits

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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.