Enhanced Services Case Coordinator

Victim Services Toronto (VST) provides trauma-informed support and advocacy in the moment for any person in Toronto who has experienced crime or sudden tragedy. We also work to prevent violence through community engagement.

VST is an equal opportunity employer that values the importance of antiracism work and is committed to integrating antiracism, diversity, equity, and inclusion throughout VST operations, policies, culture, and hiring practices. We are dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Persons identifying as visible minorities, indigenous, with disabilities, of any sexual orientation, of any gender identity, or from any other equity-deserving group strongly are encouraged to apply. To read VST’s full equity statement, please refer to: https://www.victimservicestoronto.com/anti-oppressive-equity-statement

The Enhanced Services Case Coordinator provides medium-term, intensive support and advocacy to victims and survivors of crime and sudden tragedy who are facing complex needs or multiple systemic barriers. This role focuses on individuals impacted by a wide range of traumatic events, including but not limited to homicide, attempted homicide, gun violence, human trafficking, domestic and sexual violence, and other serious crimes, as well as sudden tragedies such as suicide, fatal or non-fatal motor vehicle collisions, and unexpected deaths.

Working from a trauma-informed, client-centered, and culturally responsive approach, the Case Coordinator supports clients beyond the initial crisis period. This includes comprehensive safety planning, case management, systems navigation, accompaniment, and advocacy with community partners, service providers, and institutional systems. The Coordinator works collaboratively with clients to identify needs, reduce barriers, and develop short- and medium-term goals that promote stabilization, safety, and long-term wellbeing.

Services are delivered in flexible and accessible ways, meeting clients in the community, at the VST office, in their homes, or other safe locations based on client preference. The focus is on providing sustained emotional support, coordinated service planning, and connection to wrap-around resources, ensuring clients are empowered as they navigate the impacts of trauma and complex systems.

Key Responsibilities:

Case Management and Ongoing Support 

• Receive referrals from internal programs, community agencies, law enforcement
• Provide in-office, in-home, community-based, or remote support depending on client needs
• Conduct short, medium, and long-term needs assessments for individuals impacted by crime or sudden tragedy.
• Develop, implement, and monitor individualized service plans in collaboration with clients.
• Deliver trauma-informed, anti-oppressive, and culturally responsive emotional and practical support.
• Assist clients in navigating complex systems, including justice, housing, income supports, medical care, immigration, and mental health services.
• Support clients in transitioning from crisis to stabilization through coordinated case management.
• Collaborate with clients to develop personalized safety plans and regularly review and revise these plans to ensure ongoing safety and risk mitigation.

Advocacy and System Mitigation 

• Develop individualized advocacy letters, and documentation to support clients’ housing, legal, financial, and health-related needs.
• Provide hands-on navigation and accompaniment as appropriate (e.g., court, housing appointments, community agencies).
• Advocate directly with service providers, institutions, and government systems to reduce barriers and address urgent or ongoing needs.
• Support clients experiencing systemic discrimination, service gaps, or multi-layered vulnerabilities.

Community Engagements and Partnerships

• Build and strengthen collaborative relationships with community organizations, law enforcement divisions, hospitals, shelters, and service networks.
• Participate in case conferences, multidisciplinary meetings, and interagency collaboration to support client goals.
• Represent agency and program at community tables, committees and forums.
• Engage in targeted outreach to improve community awareness of VST’ and Enhanced Services and broaden referral pathways.

Training, Meetings and Team Culture 

• Participate in quarterly training sessions to remain informed of best practices and updates in crisis intervention.
• Attend team meetings to discuss case management, share insights, and collaborate on client care strategies.
• Promote and cultivate an inclusive, respectful, and supportive work environment that values diversity and encourages open communication.
• Actively contributes to creating a positive organizational culture by modeling inclusive behaviors, promoting mutual respect, and ensuring all team members feel valued, heard, and empowered to contribute
• Support initiatives and practices that enhance team cohesion, inclusivity, and a sense of belonging, fostering a healthy and productive workplace.
  Promote and cultivate an inclusive, respectful, and supportive work environment that values diversity and encourages open communication.
• Actively contributes to creating a positive organizational culture by modeling inclusive behaviors, promoting mutual respect, and ensuring all team members feel valued, heard, and empowered to contribute.
• Support initiatives and practices that enhance team cohesion, inclusivity, and a sense of belonging, fostering a healthy and productive workplace.

Victim Quick Response Program+ (VQRP+) Administration 

• Conduct eligibility assessments and submit applications for financial assistance under the Ministry of Children, Community and Social Services’ (MCCSS) Victim Quick Response Program+ (VQRP+).
• Meet with clients in person or virtually to collect necessary documentation and submit completed applications to the MCCSS in a timely manner.
• Ensure that all paperwork and documentation for VQRP+ is accurately and ethically completed and submitted weekly for billing and invoicing purposes.
• Provide clients with approved VQRP+ necessities once approved.

Documentation and Reporting 

• Maintain thorough, accurate, and up-to-date documentation of all client interactions, service plans, advocacy efforts, and VQRP+ submissions.
• Manage and maintain accurate VQRP+ invoices and records, ensuing all submissions are complete, timely and compliant with reporting requirements.
• Ensure compliance with agency standards, privacy legislation, and funder requirements.
• Track client progress, outcomes, and follow-up needs for reporting and evaluation.

Professional Development 

• Participate in ongoing supervision, clinical consultation, and training to maintain best practices in case management, trauma-informed care, and equity-focused service delivery.
• Stay informed on emerging issues affecting survivors of violence, systemic barriers, and community advocacy.

Qualifications and Skills:   

• Diploma or degree in Social Work, Social Services, Psychology, or a related field
• Must be registered or eligible for registration with the Ontario College of Social Workers and Social Service Workers (OCSWSSW)
• A minimum of 3 years of direct crisis intervention or case management experience working with victims or related vulnerable populations
• Demonstrated experience providing case management or advocacy support to individuals impacted by trauma, violence, or systemic barriers.
• Ability to conduct comprehensive, multi-domain needs assessments and develop individualized service plans.
• Experience navigating complex systems (justice, housing, income support, healthcare, immigration, mental health etc.) on behalf of clients.
• Proven ability to advocate effectively with community agencies, institutions, and government services.
• Strong intervention and stabilization skills, with the ability to support clients in high-stress or rapidly changing situations.
• Ability to maintain professional boundaries while building rapport and trust with diverse and vulnerable populations.
• Skilled in coordinating wrap-around supports and facilitating warm handoffs with external service providers.
• Experience working with survivors of violence, marginalized communities, and individuals with intersecting vulnerabilities.
• Strong understanding of trauma-informed care, gender-based violence, and the unique needs of victims of gun violence.
• Proven ability to conduct comprehensive needs assessments, prepare service plans, advocacy and assistance to clients in a fast-paced environment.
• Excellent organizational skills and time management, with the ability to manage competing priorities and meet deadlines.
• Demonstrated ability to work independently and part of a multidisciplinary team and collaboratively with law enforcement, service providers, and community partners.
• Thorough understanding of harm reduction and sex-positive practices.
• Demonstrated ability to identify, access, and connect clients with relevant community resources, including those specific to 2SLGBTQ+ and mental health supports, with the capacity to develop a strong understanding of local resources.
• Commitment, knowledge, training and experience in intersectionality, anti-racism, anti-oppression, discrimination, and decolonizing practices.
• Ability to contribute to the diversity of Victim Service Toronto's workforce and its inclusive, anti-racist and anti-oppressive practices.
• Experience working collaboratively with diverse stakeholders, including government agencies, community organizations, and equity deserving populations.
• Demonstrated understanding of best practices, legal, and ethical requirements for case note documentation.
• Proven ability to quickly establish rapport and build trust with diverse individuals in crisis, community partners, and law enforcement, demonstrating empathy and respect in all interactions.
• Independently manages a high volume of calls by effectively prioritizing tasks, proactively following up with clients and partner agencies, and demonstrating persistence in navigating systems to ensure timely and comprehensive support.
• Lived experience is an asset.
• Fluency in a second language spoken by clients is an asset.

Other Requirements:   

• Successful completion of a criminal background check  
• Valid G level Driver’ License in good standing is required  

Our Location:

The position is in person and currently located at Toronto Police Services’ Headquarters. We recognize that applicants, particularly those from Black, Indigenous, racialized communities, with lived experiences and other equity-deserving communities, may have varied, complex, and historical experiences with law enforcement.

The final stage of recruitment also includes a police background check for facilities access purposes. We recognize this information may affect applicants differently and share it to support informed decision-making throughout the application process. 

What We Offer: 

At Victim Services Toronto, we offer competitive salaries and a comprehensive benefits package but we know a job is more than a pay cheque. Here, you’ll be part of a team that works together to make a real difference. At the end of the day, our staff go home knowing they’ve helped provide immediate, confidential support to people experiencing crime or sudden tragedy.

While you’re here, you’ll also have access to a wide range of benefits and opportunities designed to support your health, growth, and overall wellbeing:

Perks and Benefits

• Eligibility to enroll in medical and dental benefits following completion of the probation period, including access to mental health tools and resources.
• OMERS pension plan with enrollment on your first day.
• Access to the Employee and Family Assistance Program, including counselling and wellness resources for employees and their immediate family members.
• Access to Toronto Police Service gym facilities (based on employment status).
• Professional development funds to support continuing education and career growth.
• Agency-sponsored social events and opportunities to participate in community and charitable events.
• In-house and external training opportunities related to current roles or future advancement.

Staff Wellbeing Matters

Thanks to the generosity of The Janis Rotman Fund for Staff Wellbeing, our team benefits from meaningful, built-in support to sustain their energy and care. This includes every 10th working day off, and access to paid clinical supervision with trained clinicians. We recognize the toll of trauma exposure and are committed to supporting the wellbeing of those who support others.

How To Apply:

If you are passionate about making a difference in the lives of those affected by crime and sudden tragedy and meet the qualifications outlined above, we encourage you to apply with your resume and cover letter by email to careers@vstoronto.com. Please ensure the subject line of your email includes “Application for Enhanced Services Case Coordinator”.  

VST recognizes and values a diversity of experience, including but not limited to work experience and education- but lived and life experience as well. Please ensure this is clearly indicated in your cover letter and resume.

Victim Services Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request by emailing careers@vstoronto.com.