VICTIM SERVICES REPRESENTATIVE
||12/93, 10/00, 6/19
SANTA CRUZ COUNTY
Under general supervision, provides direct services to victims and witnesses of crime; establishes and maintains working relationships with other criminal justice agencies and selective public and private human service agencies; provides information to victims and witnesses of crime about the criminal justice system; determines eligibility and monetary losses; conducts investigation and verification of the full range of Victims of Crime Compensation claims; and performs other work as required.
ADVOCATE ASSIGNMENT - This assignment is distinguished by its responsibility for ensuring the delivery of a comprehensive range of intervention and support services to victims and/or witnesses of crime. These services include advising participants of program services and outreach activities; referring program participants to professional care providers; explaining the process of the criminal justice system; accompanying victims, family members and witnesses to court and related hearings.
CLAIMS ASSIGNMENT - This assignment is distinguished by its responsibility for processing Victims of Crime applications for reimbursement of crime related injuries. This assignment requires the determination of eligibility and monetary losses. The verification procedures are governed by the State Board of Control (SBOC), Victims of Crime Program. Incumbents work under contract with SBOC and are given, by contract, parameters to allow/deny claims or send claims to the SBOC for review.
This class is distinguished from the higher class of Victim/Witness Assistant Program Manager in that the latter has ongoing program and staff supervision responsibility.
- Review and determination of services for all violent crime reports from all county law enforcement agencies;
- Provide in-person and or telephone contact crisis intervention to victims and witnesses in emotional crisis as a result of a crime
- Provide or arrange emergency assistance for victims within 24 hours of initial or subsequent contact and make assessments of victims' material needs;
- Evaluate the needs of victims and make referrals to appropriate agencies;
- Provide follow-up assistance through counseling, in-person contact, telephone contact and written communication;
- Inform victims of possible compensation for financial losses related to the crime;
- Prepare and process property release forms and assists in recovery of property held in evidence;
- Provide victims and witnesses with orientation to the criminal justice agencies on issues affecting victims and witnesses;
- Provide information and support to victims and witnesses during court appearances with law enforcement and prosecutors;
- Assist victims in the preparation and presentation of Victim Impact Statements;
- Advise victims and witnesses of significant developments such as restitution orders and the disposition of the case in which they are involved;
- Intervene on victims and witnesses behalf with landlords, creditors or employers;
- Prepare and maintain statistical reports and records;
- Prepare and submit Victim Impact reports for the court to assist victims seeking restitution;
- Provide appropriate information and documentation for victim notification in the event of offender death, escape or release from the California Department of Corrections;
- Provide public education and training to community groups including law enforcement, schools, mental health units, the elderly and others;
- Provide information on services available to victims of crimes and educate citizens concerning their rights as survivors of crime;
- Recruit, orient, train and supervise volunteers and interns engaged in assisting victims and/or witnesses.
- Determine the nature and extent of injuries/losses that are related to the crime and evaluate financial impact to a claimant;
- Resolve billing problems;
- Adjust claimed losses by reimbursement amount;
- Review and verify information from a variety of sources to calculate the amount of benefit available to a claimant;
- Preauthorize psychotherapy bills and maintain award sheets;
- Compare diagnoses and treatment provided and verify compatibility with the nature of the injury;
- Compute long term wage loss;
- Combine information from a variety of sources and formulate a complete synopsis of the crime and subsequent injury;
- Prepare a written summary and recommendation of eligibility and/or denial of claim based on the available information and policies, procedures and statutes for submission to CalVCB;
- Respond to denied appeal claims;
- Communicate verbally and in writing with claimants, law enforcement and a variety of other agencies and/or individuals to identify reimbursement sources for claimed medical and/or mental health, income and/or support, funeral and/or burial, rehabilitative losses;
- Establish liaison and respond to provider questions concerning Victims of Crime Program (VOCP) reimbursements;
- Provide public presentations and training to interested community groups including law enforcement, sexual assault nurses, schools and service groups;
- Identify, gather, display and enter data into the CARES2 system;
- Perform ongoing claims management activities;
- Communicate with claimant, representatives, providers, co-workers and other interested parties on claim status, and VOCP statutes, policies and procedures;
- Maintain daily production logs and participate in team meetings.
Working knowledge of:
- Techniques for gaining rapport with and cooperation of emotional and reticent individuals, who may be members of a variety of ethnic and socioeconomic groups.
- Basic psychological dynamics of individuals in crisis.
- Standard office procedures and record keeping practices.
- Basic arithmetic and basic statistical methods and procedures.
- Methods of organizing work and caseload management.
- Methods, practices and terminology used in accounting clerical work.
- Laws and procedures of criminal justice agencies as they affect the responsibilities and rights of victims and witnesses of crime.
- State and Federal agencies and programs that provide reimbursement and assistance to victims of crime.
- Community resources available to victims and witnesses.
- Needs, attitudes, and problems of persons from a variety of ethnic and socio-economic backgrounds.
- Develop and maintain the confidence and cooperation of traumatized individuals.
- Interpret, explain and apply laws, rules, and regulations related to victim services programs.
- Relate to a wide variety of individuals from different socio-economic, cultural, and ethnic groups.
- Review and evaluate data, weighing alternatives and determining the appropriate course of action.
- Research, develop and use community resources.
- Assess needs and refer victims and witnesses to the appropriate community agencies.
- Communicate effectively both orally and in writing.
- Establish and maintain cooperative relationships with victims and/or witnesses and their families, departmental staff, law enforcement officers, attorneys and community agencies and others contacted during the course of work.
- Interact effectively with emotionally upset, hostile or uncooperative victims and witnesses.
- Plan and organize work.
- Coordinate volunteers providing support services for crime victims and witnesses.
- Deal with graphic accounts of brutal crimes.
- Prepare and maintain clear, concise and accurate correspondence, reports, records and other written materials.
- Speak in public before a variety of groups and organizations.
- Train and supervise volunteers and interns.
- Work under stressful, time-defined filing requirements.
- Prioritize tasks and manage a caseload with minimal supervision.
- Understand the Government and Penal Code sections relating to the VOCP.
- Effectively interview victims and/or witnesses, families and other individuals to obtain information on a variety of complex and sensitive subjects.
- Input, access and analyze data using a computer.
- Accompany victims and witnesses to locations away from the office, such as to homes, jails, or hospitals, in order to conduct interviews.
- Analyze and evaluate financial losses resulting from injuries.
- Exercise initiative and resourcefulness in locating other assistance programs, in order to facilitate reimbursement.
Education and Experience:
Any combination of education and experience which would provide the required knowledge and abilities is qualifying, unless otherwise specified. A typical way to obtain the knowledge and abilities would be:
Equivalent to completion of 60 semester units or 90 quarter units from an accredited college or university which included at least 12 semester units or 18 quarter units in criminology, corrections, social work, psychology, sociology or other closely related social/behavioral science field, AND
One year of experience in providing counseling or assistance to individuals in an agency which provides direct human services to the public which included interviewing, casework or one year of experience in claims review, OR
Two years of experience in providing counseling or assistance to individuals in an agency which provides direct human services to the public which included interviewing, casework or two years of experience in claims.
- License Requirements: Possess and maintain a valid California Class C driver license, or the employee must be able to provide suitable transportation which is approved by the appointing authority.
- Background Investigation: Must pass a background investigation conducted by the District Attorney.
- Other Special Requirements: Incumbents may be required to work outside of normal business hours. Independent travel may be required.
PREVIOUS CLASS TITLES: None
Bargaining Unit: 41
EEOC Job Category: 03
Occupational Grouping: 65
Worker's Comp Code: 0053