Service Management Advisor

  • 16 May 2022
  • Remote work
  • Fully Remote
  • Full-time
  • US-Based Positions
  • cvt-66247

The Center for Victims of Torture is hiring a Service Management Advisor (SMA) that will provide technical support, mentoring, and training to their colleagues at the Center for Victims of Torture (CVT staff) and the staff of CVT’s partner organizations on effective service delivery operations, including project management and clinic management. This work is part of a 5-year USAID-funded capacity development program to benefit 12 torture rehabilitation centers around the globe. The SMA will collaborate with a team of technical advisors in three other fields (mental health and psychosocial support [MHPSS], program evaluation, and organizational development) to support these centers in improving the quality and sustainability of their MHPSS services. This position is for an advisor who will develop management capacity in others; the SMA will not manage projects or clinics directly.  


Location: United States

Remote status: 100%

Number of Positions: 1

Hiring range: $79,000 - $99,000 per year, depending on qualifications



The Center for Victims of Torture works toward a future in which torture ceases to exist and its victims have hope for a new life. We are an international nonprofit dedicated to healing survivors of torture. We offer rehabilitation services to those who have been tortured, train partners around the world who can prevent and treat torture, and advocate for human rights and an end to torture. We are headquartered in Minnesota, and we have US offices in Georgia and DC, as well as offices in Africa and the Middle East.



Capacity Development: Advise, coach, mentor, and train CVT staff and the staff of independent torture rehabilitation centers; design tailored capacity development materials and deliverables (e.g., training materials, resources, guidelines) in collaboration with technical staff in relevant disciplines. Capacity development topics may include any of these aspects of service management:


Quality of Care: Identification and monitoring of evidence-informed practices to ensure client safety. Development, definition, operationalization, and monitoring of standards of clinical care. Development, definition, operationalization, and monitoring of clinical service pathways and referral systems. Development and oversight of accountability mechanisms to address client/beneficiary concerns and complaints and other ethical and standards of practice issues.


Clinic and Project Management: Development of budgets and management of program expenditures. Oversight and management of day-to-day clinical operations, including assignment of cases, projection of target client numbers. Development, definition, and operationalization of policies, procedures, and guidelines related to health program operations (e.g., code of conduct, client data protection, trauma-informed policies, staff support and self-care). Application of local regulations on health facilities and/or NGOs providing health services. Administration of grants and service contracts, including contract and grant management, billing, and compliance. Understanding and use of program clarity tools such as theories of change and logical frameworks in collaboration with other relevant disciplines. Maintenance and implementation of secure and efficient storage systems for protected health information (paper and/or electronic) in accordance with data protection standards. Coordination with Information Technology staff and consultants to develop and maintain digital safety practices for clinic systems. Oversight for implementation of regular clinical audits, filing system reviews, and compliance performance. Administrative supervision of clinic or program staff, including workload management and performance management. Support of evaluation policies among staff in all roles, including administration of evaluation-related assessment measures by clinical staff and fulfilment of organization-specific evaluation roles of staff.


Program Design and Development: Collaborate with team members to support an overall programmatic model that integrates the perspectives of these fields and their respective roles in effective service delivery. Contribute to design of organizational performance measures, assessment tools, and planning processes. Fully participate in ongoing program learning activities led by the monitoring, evaluation, and learning team (MEL).

Reporting and Administrative Duties: Cooperate with internal and external efforts to monitor and evaluate the program. Record and describe own activities in technical and donor reports.


Other Duties: Participate in other department and organization-wide activities, meetings and trainings. Complete administrative responsibilities. Perform other duties as assigned.



Required education, experience, certificates, licenses or registrations

  • Bachelor’s or Master’s degree in health services administration (or a similar field), project management, or health science (social work, mental health nurse, psychologist, counselor)
  • 8+ years of management experience in a healthcare setting (preferably mental health), including staff supervision, accountability to quality standards, and project management
  • Experience developing and conducting trainings and/or facilitating workshops
  • Experience working with technical and lay staff to develop or articulate clinical pathways and foster program clarity (logic modeling, theory of change, etc.)


Preferred education, experience, certificates, licenses or registrations

  • Experience of clinical service delivery
  • 3+ years of experience working or consulting in a development or humanitarian context
  • Experience working in contexts serving refugees and/or survivors of torture or trauma
  • Understanding of secondary trauma and its implications for individual staff and teams
  • Experience writing or collaborating on proposals, grants and reports to funding entities


Competencies (knowledge, skills and abilities)

  • Written and spoken fluency in English
  • Fluency in Spanish, French, or Arabic would be an advantage
  • Excellent facilitation and presentation skills
  • Sufficient mastery of the following topics to build the capacity of others to:
    • Develop, operationalize, and monitor service quality standards
    • Plan, organize and manage operations and activities of mental health and/or psychosocial services clinic(s) or program(s)
    • Oversee and manage processes of clinical teams
    • Manage finances and project operations, timelines, and deliverables
    • Create work schedules
  • Familiarity with clinical assessment practices, measures/tools, and standards
  • Ability to develop capacity development and dissemination products in various forms
  • Excellent interpersonal, written and verbal communication skills
  • Ability to communicate effectively through online collaboration and video conferencing
  • Ability to cope with multiple demands, manage priorities and meet deadlines
  • Ability to engage substantively in team processes, including peer review
  • Ability to develop and maintain professional, collaborative relationships
  • Ability to communicate effectively in writing and verbally
  • Commitment to engaging in human rights work, and diversity, equity and inclusion efforts within the organization
  • Excellent skills in organization, attention to detail and time management (including the ability to meet deadlines)
  • Working knowledge of Microsoft Office suite (Outlook, Word and Excel)


Supervisory Responsibilities: No administrative supervision responsibilities


Work Environment:

  • CVT has a COVID-19 vaccination mandate in place for US-based employees
  • Typical office environment
  • Time spent on the computer is approximately 90%
  • Time spent in virtual meetings is approximately 50%


Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit; stand; walk; use hands to finger, handle or feel; and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, of up to 5 pounds.


Travel: Ability to travel up to 15% time, internationally to locations that may be remote and lack amenities.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and physical demands       


Responsibilities described above are not a comprehensive list and additional tasks may be assigned to the employee from time to time as necessitated by organization needs


To Apply:  Submit resume, cover letter and salary expectations by May 16, 2022 to


CVT is committed to hiring and fostering a diverse and inclusive workforce that leverages the skills and talents of all employees in our organization, regardless of race, color, creed, religion, national origin, sex, gender identity, sexual orientation, disability, age, marital status, veteran status, familial status, genetic information, or any other protected status. We encourage candidates with diverse backgrounds such as these to apply for this position.

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