WHO WE ARE

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. Beyond immediate support, VST is committed to preventing violence through proactive community engagement initiatives. Our vision is to cultivate a thriving community where everyone feels safe, supported, and empowered. Guided by core values of survivorship, adaptability, presence, innovation, and advocacy, VST strives to stand alongside those in need. We are dedicated to fostering a safer environment for all Toronto residents, ensuring that vulnerable individuals and communities receive the support they require.          

ABOUT THE ROLE

Job Title

Vice President of Program Operations and Service Excellence

Department

Executive Leadership

Employment Status

Full-Time, Permanent

Reports To

Chief Executive Officer

Location

Hybrid (2 days per week onsite in Toronto, Ontario)

Direct Reports

6 (including 5 Program Directors, and 1 Manager)

Work Schedule

Monday to Friday, 9:00 AM to 5:00 PM (EST), 40 hours per week. Some flexibility may be required for occasional evenings or weekends to meet operational and agency needs

Salary:

$115, 000 – $130,000 per annum, commensurate with experience

Number of Positions Open

1

Closing Date

Applications will be accepted until 5:00 PM (EDT) on Wednesday, May 13th, 2026

Victim Services Toronto is seeking a strategic and mission-driven Vice President of Program Operations and Service Excellence to act as the primary architect of our service delivery framework. Reporting directly to the Chief Executive Officer, you will provide executive oversight to a specialized portfolio consisting of the Exit Route, Anti-Human Trafficking, Crisis Response, Reclaim, Post Court Pathways, Prevention Programs, the Trauma Dog Program, Enhanced Services. This is a high-level leadership role for a seasoned professional who excels at transforming complex service mandates into consistent, measurable, and high-quality outcomes. You are a decisive leader who bridges high-level strategy with day-to-day program execution. You will hold primary responsibility for the performance, sustainability, and continuous improvement of our service departments by establishing clear evaluation frameworks, strengthening quality assurance practices, and fostering a culture of accountability.  

You will supervise, coach and mentor the Director of Community Engagement, EDI and Policy,  Crisis Response Program Director, Anti-Human Trafficking Program Director, Exit Route Program Director, Enhanced Services Program Director, and the Manager of Volunteers, Students and Community Events, equipping them to lead with a trauma-informed and anti-oppressive approach to service delivery. By optimizing service delivery infrastructure, ensuring alignment with professional, legislative, and organizational standards, and building strategic community partnerships, you will ensure our programs consistently deliver high-quality services, achieve strong client outcomes, expand equitable access, and drive innovation to meet emerging community needs, while maintaining operational and financial alignment with agency goals.

WHAT YOU’LL DO

PROGRAMMATIC LEADERSHIP AND SERVICE OPERATIONS

• Provide executive oversight of the agency’s program portfolio as outlined above
• Monitor program performance, collaborating with Program Directors to analyze data, identify service gaps, and implement solutions to enhance service delivery
• Direct and evaluate program operations across all assigned programs to ensure services remain evidence-based, trauma-informed, and culturally responsive
• Standardize best practices and service delivery frameworks across all programs to drive consistency, quality, and operational efficiency
• Provide operational leadership and support during staff vacancies, periods of high demand, or emergency situations
• Collaborate with the Chief Executive Officer to operationalize the agency’s strategic plan, ensuring alignment of program delivery, priorities, and resources across all programs
• Represent the agency’s interests in external community coalitions and committees to strengthen relationships and the positioning of the organization among key stakeholders
• Lead program innovation initiatives, including identifying new program opportunities, evaluating feasibility, and supporting the development of scalable service models
• Ensure programs meet or exceed planned outcomes, client impact benchmarks, and deliverables under funding agreements
• Collaborate with internal stakeholders to ensure equity, diversity, and inclusion priorities are integrated into program design, service delivery, and leadership practices across all programs
• Provide oversight of operational infrastructure and administrative functions, ensuring systems and supports are in place to enable effective and efficient program delivery
• Lead the integration of technology solutions in collaboration with internal and external partners (i.e., IT, Toronto Police Service) to enhance program delivery, data systems, and service efficiency

QUALITY ASSURANCE, EVALUATION, AND COMPLIANCE

• Monitor program efficiency, identify operational gaps, and implement improvements to workflows, systems, policies, and processes to support effective and scalable service delivery
• Lead the design and standardization of evaluation frameworks and Key Performance Indicators (KPIs), and oversee their implementation across programs to track capacity, service delivery, efficiency, and client outcomes, using data-driven insights to guide continuous improvement.
• Conduct quarterly program evaluations to assess outcomes, service quality, and alignment with strategic priorities
• Conduct regular case reviews, program-level audits, and client satisfaction assessments to oversee clinical quality assurance, ensure ethical practice, and evaluate the appropriateness of service interventions, case planning, and file closures
• Ensure full compliance with all applicable legislation, regulatory requirements, professional standards, and internal policies, including applicable regulatory guidelines and relevant codes of ethics
• Provide strategic guidance to Program Directors to ensure client records are maintained in strict alignment with applicable regulatory standards and internal confidentiality requirements
• Oversee program environments to maintain high safety and quality standards for both clients and staff, including monitoring safety audits and incident reporting, and ensuring timely resolution of any safety or compliance issues
• Maintain knowledge of emerging legislation, sector trends, and regulatory changes to ensure organizational readiness for audits, surveys, and external reviews
• Design, collect, and analyze data to assess community needs, identifying programmatic gaps and devising innovative solutions to improve social service delivery

PEOPLE LEADERSHIP AND PROFESSIONAL DEVELOPMENT

• Provide direct supervision, mentoring, and coaching to direct reports, including bi-weekly check-ins, performance feedback, and goal-setting to drive individual and team excellence and a culture of accountability
• Lead performance management processes, including setting clear expectations, conducting performance appraisals, and addressing performance concerns, including progressive discipline when necessary
• Promote inclusive leadership practices and hold Program Directors accountable for fostering equitable, respectful, and culturally responsive team environments
• In collaboration with Human Resources, lead recruitment and onboarding processes for Program Director and management roles, ensuring timely, effective hiring and continuity of leadership across programs
• Align staffing structures with strategic priorities and program demand, including supporting Program Directors with scheduling, succession planning, and workforce development initiatives in collaboration with Human Resources
• Promote consistent standards of professional practice, ethical care, and client-centered approaches across all program teams
• Identify and support professional development and training opportunities for staff and volunteers, ensuring teams remain current on best practices in social service delivery, trauma-informed care, safe practice standards, and the maintenance of appropriate professional boundaries
• Foster a culture of continuous learning and cross-program knowledge sharing to support ongoing program improvement
• Model relational, values-driven leadership by providing guidance and consultation during complex service situations to support staff wellness and trauma stewardship
• Collaborate with external clinical supervisors to identify emerging themes and trends related to staff wellbeing and service delivery, and use these insights to inform program improvements, while maintaining appropriate confidentiality boundaries

STRATEGIC GROWTH AND COMMUNITY ENGAGEMENT

• Identify new program opportunities and service enhancements, collaborating with the Director of Development and Strategic Partnerships to provide data and impact stories that support grant proposals and fundraising efforts
• Partner with the Chief Executive Officer to ensure program design, implementation, and performance align with funding requirements, supporting effective reporting and renewal efforts
• Set the strategic direction and priorities for all programs, establishing program-level goals, impact benchmarks, and growth targets, and holding Program Directors accountable for performance and outcomes
• Support strategic planning by providing insights on program performance, emerging community needs, and operational strengths and gaps
• Establish, maintain, and strengthen relationships with community organizations, agencies, and coalitions within the GTA and beyond to coordinate services and enhance program impact
• Broaden program outreach to underserved communities by tracking demographic data and implementing targeted strategies to reduce barriers to access
• Drive organizational growth by developing scalable and replicable service models that can be adapted to meet emerging community needs across the GTA
• Lead the development of new program concepts, including business cases, in collaboration with the Chief Executive Officer to support grant applications and program expansion

FINANCIAL OVERSIGHT AND PROGRAM SUSTAINABILITY

• Develop and oversee program budgets in collaboration with Program Directors, ensuring alignment with funder requirements, organizational priorities, and fiscal sustainability.
• Ensure programs achieve sustainability goals through effective financial management, strategic planning, and operational efficiency improvements

RISK MANAGEMENT, SAFETY, AND COMPLIANCE OVERSIGHT

• Identify and mitigate organizational, programmatic, and client-related risks, ensuring alignment with agency policies and regulatory standards
• Oversee dynamic risk assessment, safety planning, and comprehensive care plans for clients and program participants
• Develop and lead the review and continuous improvement of program policies, ensuring they remain current, aligned with regulatory standards, and effectively guide service delivery across all programs
• Oversee the management and resolution of client complaints and grievances, ensuring concerns are addressed promptly, fairly, and in alignment with organizational policies, and provide guidance on complex or escalated cases

 REPORTING AND ACCOUNTABILITY

• Establish and maintain comprehensive tracking and reporting systems for program outcomes, compliance, financial performance, and operational metrics
• Use program data, insights, and SWOT analyses to guide continuous improvement, inform strategic decision-making, and ensure programs remain effective, sustainable, and scalable, while communicating key findings to leadership, the Board, and external stakeholders

WHAT YOU’LL BRING   

MUST-HAVE’S

• A graduate degree in Social Work, Psychology, Public Administration, Business Administration, Public Policy, or a related field is preferred. An equivalent combination of education, specialized training, and extensive, relevant senior leadership experience may be considered
• Minimum of 8–10 years of progressive leadership experience overseeing complex, multi-program service portfolios within the social services sector, with demonstrated ability to design, scale, stabilize, and evolve programs serving vulnerable populations across diverse service delivery models. Experience in victim services, crisis response, or related sectors is preferred
• Minimum of 8–10 years of experience leading and developing diverse senior management teams, including providing strategic supervision, coaching, and mentorship, overseeing full-cycle performance management processes, and leading senior-level recruitment and onboarding
• Deep knowledge and demonstrated application of anti-oppressive, anti-racist, and intersectional frameworks, with a deep understanding of the systemic barriers faced by equity-deserving populations and the ability to apply this lens to program design and service delivery
• Experience leading performance measurement and data systems, including the design of evaluation frameworks, KPIs, and dashboards, with proven ability to translate strategy into measurable outcomes and drive program performance, efficiency, and client impact
• Proven ability to build, sustain, and leverage partnerships across diverse stakeholders including government, community, social services, justice, and healthcare sectors through collaboration and strategic communication to advance organizational priorities
• Exceptional written communication skills for an executive audience, with proven ability to synthesize complex data and analysis into clear, actionable insights and tailor messaging for diverse audiences, including leadership, the Board, and external stakeholders
• Advanced knowledge of provincial and federal legislation and clinical governance frameworks, with a proven ability to design and implement quality assurance, incident review, and audit protocols to ensure operational compliance and ensuring adherence to professional codes of ethics and legislative requirements (i.e., PHIPA, FIPPA, and relevant provincial safety standards)
• Experience in establishing and maintaining comprehensive data tracking systems, including the design of evaluation frameworks, Key Performance Indicators (KPIs), and operational metrics to monitor program capacity, service delivery, and financial performance
• Expertise in systemic risk management, including the ability to identify, analyze, and mitigate high-level organizational, programmatic, and client-related risks, while ensuring compliant service delivery through policy development and ongoing operational oversight
• Demonstrated financial acumen, including experience developing and overseeing complex budgets, aligning resources with strategic priorities, and ensuring long-term fiscal sustainability
• Strong knowledge of trauma-informed care, crisis response, victimization, and the impacts of trauma on individuals and families, with demonstrated ability to provide program-level oversight and guidance in complex service environments supporting individuals impacted by trauma and crisis
• Strong ability to maintain professional boundaries and exercise sound judgment across all aspects of the role, including interactions with clients, colleagues, and external partners
• Proficiency in Google Workspace (Docs, Sheets, Drive), Microsoft Office Suite (Word, Excel, Outlook), and virtual collaboration platforms (MS Teams, Webex, Zoom); ability to independently manage digital workflows and troubleshoot minor technical issues to ensure seamless, uninterrupted service delivery
• A full, valid G-level driver’s license in good standing, and comfortable driving in urban areas, city streets, and on highways
• Applicants must be legally entitled to work in Canada, either as a Canadian citizen, permanent resident, or with a valid Canadian work permit

NICE-TO-HAVE’S

• Registration or eligibility for registration with a relevant provincial regulatory body is an asset, such as the Ontario College of Social Workers and Social Service Workers (OCSWSSW), the College of Registered Psychotherapists of Ontario (CRPO), or the College of Psychologists and Behaviour Analysts of Ontario (CPBAO)
• Demonstrated experience leading major organizational change initiatives, such as large-scale program transformation or service model redesign
• Experience working with government-funded programs, including navigating public sector funding structures, accountability requirements, and reporting expectations
• Fluency in a second language, particularly languages commonly spoken in Toronto’s diverse communities (i.e., French, Spanish, Mandarin, Cantonese, Arabic, Somali, Tagalog, etc.), is considered an asset for communicating effectively with staff, clients, and community stakeholders
• Lived experience with human trafficking, gun violence, or other sudden tragedy or crime, as well as lived experience within equity-deserving communities including Indigenous, Black, and racialized individuals, people with disabilities, women, and gender and sexually diverse communities, is considered an asset

OUR EQUITY COMMITMENT

Victim Services Toronto is an equal opportunity employer committed to anti-racism, equity, diversity, and inclusion. We strive to embed these principles across our operations, policies, and hiring practices, and to foster an inclusive workplace that reflects the communities we serve.

We strongly encourage applications from individuals with diverse backgrounds and experiences, particularly those from historically and currently underrepresented groups. This includes Indigenous, Black, and racialized individuals, people with disabilities, women, and gender and sexually diverse communities, as well as those with relevant lived experience to our work. If you have lived or life experience that you believe would be valuable in this role, please be sure to highlight it in your application. To read our full equity statement, please click here.

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 at any stage of the recruitment and selection process, please contact us so we can work with you to meet your needs.

OUR LOCATION

This is a hybrid position based in Toronto, with a minimum of 2 days per week onsite at Toronto Police Service Headquarters (40 College Street), and the remainder of work performed remotely. 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 acknowledge 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:

BENEFITS AND PERKS  

• 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.