ABOUT THE ROLE
Job Title: Enhanced Services Case Coordinator – Hate Crime Specialist
Department: Enhanced Services
Employment Status: Full-Time, Fixed-Term (12 Months, with the possibility of extension)
Reports To: Program Director of Enhanced Services
Location: Toronto, Ontario
Direct Reports: None
Salary: $57,000 – $60,000+ per annum, commensurate with experience
Number of Positions Open: 1
Closing Date: Applications will be accepted until 5:00 PM (EDT) on Friday, September 4th, 2026
Work Schedule: Monday to Friday, 9:00 AM to 5:00 PM, 40 hours per week
Victim Services Toronto is seeking a compassionate, highly skilled, and client-centred professional to serve as an Enhanced Services Case Coordinator – Hate Crime Specialist. The Enhanced Services Program provides medium-term, intensive case management, advocacy, and systems navigation to victims and survivors of crime and sudden tragedy who are experiencing complex needs, systemic barriers, or ongoing safety concerns beyond the immediate crisis period. Reporting to the Director of Enhanced Services, the Case Coordinator works collaboratively with clients to promote safety, stabilization, and long-term wellbeing through comprehensive assessment, individualized service planning, case management, systems navigation, and advocacy. Working from a trauma-informed, culturally responsive, anti-oppressive, and intersectional framework, the Coordinator supports individuals impacted by a range of experiences, including homicide, attempted homicide, gun violence, human trafficking, domestic and sexual violence, hate-motivated crime, identity-based violence, and sudden tragedy.
As a generalist Case Coordinator with specialized expertise in hate-motivated crime and identity-based violence, the role provides targeted support to individuals and communities impacted by identity-based targeting, harassment, and related community trauma. The Coordinator assesses individual and community impacts, supports safety planning where risks are ongoing, assists clients in navigating legal and investigative systems, and serves as an internal resource on hate-motivated crime and identity-based violence.
Additionally, the Coordinator works collaboratively with community agencies, law enforcement, healthcare and government systems, cultural and faith-based organizations, grassroots organizations, and other partners to reduce barriers, coordinate wrap-around supports, strengthen referral pathways, and improve access to appropriate services. The role also contributes specialized knowledge to community engagement, program development, staff learning, and the identification of emerging needs and service gaps affecting individuals and communities impacted by hate.
WHAT YOU’LL DO
CASE MANAGEMENT AND ONGOING SUPPORT
- Receive referrals from internal programs, community agencies, law enforcement, healthcare providers, and other referral partners
- Provide client-centred services in office, in clients' homes, in the community, virtually, or by telephone, based on client needs and preferences
- Conduct comprehensive biopsychosocial and ongoing needs assessments for individuals impacted by crime, violence, hate-motivated crime, identity-based violence, or sudden tragedy
- Develop, implement, monitor, and regularly review individualized service plans in collaboration with clients
- Provide trauma-informed, culturally responsive, anti-oppressive, intersectional, and client-centred emotional and practical support
- Assist clients in navigating complex systems, including justice, housing, income supports, healthcare, immigration, mental health, and other community and government services
- Support clients in transitioning from the immediate impacts of trauma toward stabilization through coordinated case management and service planning
- Collaborate with clients to develop individualized safety plans that respond to evolving risks, including ongoing harassment, threats, discrimination, or identity-based targeting
- Coordinate referrals to community resources and services, ensuring warm handoffs and continuity of care
- Monitor client progress, reassess emerging needs and risks, and adjust service plans as appropriate
HATE CRIME SPECIALIZED SUPPORT
- Serve as an internal resource on hate-motivated crime, identity-based violence, targeted harassment, and their impacts on individuals and communities
- Provide specialized support and advocacy to individuals targeted on the basis of race, ethnicity, religion, gender identity or expression, sexual orientation, disability, or other actual or perceived identity factors
- Assess the individual and broader community impacts of hate-motivated incidents, including safety concerns, fear, isolation, displacement, service barriers, and community trauma
- Support clients in developing safety strategies in response to ongoing harassment, threats, intimidation, or identity-based targeting
- Assist clients in understanding and navigating relevant reporting, investigative, legal, and victim-support processes
- Identify barriers, emerging needs, and service gaps affecting individuals and communities impacted by hate-motivated crime and identity-based violence
- Contribute specialized knowledge to program development, staff learning, case consultation, and organizational approaches to supporting individuals and communities impacted by hate
ADVOCACY AND SYSTEMS NAVIGATION
- Develop advocacy letters, supporting documentation, and other correspondence to assist clients with housing, legal, financial, healthcare, and other service-related needs
- Provide systems navigation, accompaniment, and practical support for appointments with courts, healthcare providers, housing services, law enforcement, community agencies, and other service providers, as appropriate
- Advocate with community organizations, institutions, government systems, and other service providers to reduce barriers and improve access to services
- Support clients experiencing systemic discrimination, service gaps, or intersecting vulnerabilities through coordinated advocacy and resource navigation
- Advocate for clients experiencing barriers related to hate, discrimination, racism, or other forms of identity-based marginalization
- Foster client self-advocacy by providing information, education, and support to increase confidence and independence in navigating systems
COMMUNITY ENGAGEMENT AND PARTNERSHIPS
- Build and maintain collaborative relationships with community organizations, law enforcement, healthcare providers, shelters, and other community partners
- Develop and strengthen referral pathways with cultural, faith-based, identity-specific, grassroots, and other organizations serving communities impacted by hate and identity-based violence
- Participate in case conferences, multidisciplinary meetings, and interagency collaborations to support coordinated service delivery
- Represent Victim Services Toronto and the Enhanced Services Program at community meetings, committees, networks, outreach events, and community debriefings with community partners and law enforcement to provide support to individuals and communities impacted by hate-motivated crime and identity-based violence
- Participate in outreach initiatives that increase awareness of the Enhanced Services Program, strengthen referral pathways, and improve access to supports for communities impacted by hate-motivated crime
VICTIM QUICK RESPONSE PROGRAM+ (VQRP+) ADMINISTRATION
- Conduct eligibility assessments and prepare applications under the Ministry of Children, Community and Social Services' Victim Quick Response Program+ (VQRP+)
- Meet with clients in person or virtually to gather required information and documentation and submit completed applications in a timely manner
- Ensure VQRP+ documentation is accurate, complete, and submitted in accordance with Ministry and agency requirements
- Coordinate the provision of approved VQRP+ necessities and supports to eligible clients
- Maintain accurate records to support invoicing, reconciliation, reporting, and audit requirements
DOCUMENTATION AND REPORTING
- Maintain accurate, timely, and comprehensive documentation of client contacts, assessments, service plans, safety planning, advocacy activities, referrals, and VQRP+ administration
- Maintain accurate program records, invoices, and statistical information in accordance with agency, funder, and legislative requirements
- Document hate-motivated crime and community-impact related service activities and emerging needs in accordance with program and reporting requirements
- Ensure compliance with agency policies, privacy legislation, professional standards, and funding requirements
- Monitor and document client progress, service outcomes, and follow-up activities to support program evaluation and continuous improvement
PROFESSIONAL PRACTICE, COLLABORATION AND DEVELOPMENT
- Participate in regular supervision, case consultation, reflective practice, and ongoing professional development to maintain best practices in trauma-informed care, case management, advocacy, hate-motivated crime, identity-based violence, and equity-focused service delivery
- Attend team meetings, case conferences, interdisciplinary discussions, and agency training to support collaborative service delivery and continuous learning
- Stay informed of emerging legislation, community resources, evidence-informed practices, and issues affecting victims and survivors of crime, hate-motivated violence, identity-based violence, and sudden tragedy
- Maintain current knowledge of emerging trends, community concerns, and promising practices related to hate-motivated crime and the needs of impacted communities
- Contribute to program development, quality improvement initiatives, staff learning, and the ongoing enhancement of Enhanced Services
- Foster an inclusive, respectful, and psychologically safe workplace by demonstrating professionalism, collaboration, accountability, and mutual respect
- Support initiatives that strengthen team cohesion, employee wellbeing, and an inclusive organizational culture
WHAT YOU’LL BRING
MUST-HAVE’S
- Post-secondary degree or diploma in Social Work, Sociology, Psychology, Criminology, or a related Social Science field (such as Justice Studies, Women and Gender Studies, Human Services, or Mental Health). However, candidates with an equivalent combination of education, specialized training, and extensive, relevant front-line experience may be considered in lieu of the stated education requirements
- Minimum of 3 years of progressive experience providing medium- to longer-term case management, advocacy, and systems navigation to individuals impacted by crime, violence, sudden tragedy, trauma, or other complex social needs, including experience supporting clients experiencing multiple or intersecting barriers
- Demonstrated experience conducting comprehensive needs assessments and translating assessment findings into individualized service plans, coordinated interventions, and measurable client goals that promote stabilization, safety, and longer-term wellbeing
- Extensive experience navigating complex systems on behalf of clients—including justice, housing, healthcare, income support, immigration, mental health, child and family, and community services—and successfully coordinating wrap-around supports across multiple sectors
- Proven ability to advocate effectively with government ministries, community agencies, healthcare providers, legal professionals, landlords, income support agencies, and other institutional partners to reduce systemic barriers and improve client access to services and supports
- Strong understanding and demonstrated application of trauma-informed, anti-oppressive, anti-racist, culturally responsive, and intersectional approaches to service delivery, including the ability to recognize and respond to the impacts of trauma, discrimination, hate, identity-based violence, and systemic inequities
- Experience supporting individuals and/or communities impacted by hate-motivated crime, identity-based violence, targeted harassment, or discrimination, including an understanding of the distinct safety, emotional, social, and systemic impacts of identity-based victimization
- Demonstrated ability to build trusting therapeutic relationships while maintaining professional boundaries, exercising sound judgment, and supporting clients experiencing complex trauma, prolonged stressors, or intersecting vulnerabilities
- Proven ability to coordinate services across multidisciplinary teams, facilitate warm referrals, participate in case conferences, and collaborate effectively with community organizations and external partners to support coordinated, client-centred service delivery
- Demonstrated experience building collaborative relationships with community organizations, multidisciplinary partners, and external stakeholders, including participation in community outreach, networking, and interagency initiatives to strengthen referral pathways and improve client outcomes
- Comprehensive knowledge of community resources, social service systems, and referral pathways throughout the Greater Toronto Area, including the ability to identify appropriate services and connect clients with housing, healthcare, financial assistance, legal supports, counselling, settlement services, and other community-based resources
- Demonstrated ability to deliver client-centred services across a variety of settings, including clients' homes, community locations, office environments, and virtual platforms, while exercising sound judgment regarding client and worker safety
- Strong written communication skills, including experience preparing professional case documentation, advocacy letters, financial assistance applications, client correspondence, and case notes while maintaining accurate, timely, and confidential records in accordance with legislative, ethical, and organizational standards
- Excellent organizational, time management, and caseload management skills, with demonstrated ability to prioritize competing demands, independently manage a high-volume workload, proactively follow up with clients and community partners, and ensure continuity of service
- 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
- Demonstrated understanding of vicarious trauma and the ability to implement effective self-regulation and professional coping strategies in a high-acuity crisis environment
- 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
- Experience navigating complex social service databases and case management systems (e.g., Osnium, Casebook, Penelope, Salesforce, SAMS, or WISH) to track client journeys, manage referrals, and ensure data integrity; including the ability to reconcile records for provincial reporting and reconcile financial documentation
- 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)
- 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 email us so we can work with you to meet your needs.
OUR LOCATION
This position is in person and located at Toronto Police Services’ Headquarters located at 40 College Street, Toronto. 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.
Pay: $57,000.00-$60,000.00 per year
Licence/Certification:
- G-level driver’s license (Full) (required)
Work Location: In person
