OUTREACH ASSOCIATE (Bilingual - English/Spanish)
Eager to Start a Career in Criminal Justice?
Want to help people who are involved in the court system?
WORK FOR NYC'S PREMIER PRETRIAL SERVICE AGENCY!
Our work seeks to reduce jail overcrowding and unnecessary detention in New York City.
The Outreach Associate supports the Agency’s efforts to reduce unnecessary detention and failure-to-appear for those arrested within the 5 boroughs of New York City. Using best practices in communication, resourcefulness and data-informed engagement with those involved in the justice system, CJA’s Outreach and Helpline helps defendants and their families navigate the complexities of the criminal court, arrest-to-arraignment process.
Do you have an interest in contributing to the fair and respectful treatment of court-involved individuals?
Are you passionate about being an agent of change in the NYC Court System?
Join our team of Outreach Associates and launch your career in the criminal justice field
SUMMARY OF RESPONSIBILITIES
As part of CJA’s Pretrial Outreach Center, the Outreach Associate is a critical resource to individuals and their families with pending cases in criminal courts. The Outreach Associates respond to inbound calls to the Helpline. Outreach Associates use active listening skills, empathy and resourcefulness to speak to court involved individuals, defendants, and the general public helping them understand the pretrial process and procedures. The Associate answers questions about court dates, bail posting or updating or correcting contact information. In addition, the Outreach Associates work with a team of colleagues leading the agency’s citywide efforts to reduce the Failure-to Appear (FTA) rates of court involved citizens. The efforts of the Outreach Associates support special research projects including conducting in-depth conversations and interviews with defendants to gathering information on their experiences in pretrial detention.
- Manages a high volume inbound calls in a timely manner
- Follows best practices and call center “scripts” to handle various inquiries from callers
- Conducts phone surveys of defendants to record their pretrial experiences
- Identifies client needs, clarifies information, researches issues and provides solutions
- Links clients with resources and information, based on identified or expressed needs
- Maintains records and compiles data of calls made and transcribes information collected
- Tracks the defendant through reminder calls, letters, texts to encourage reappearance
- Retrieves defendant warrant information by scanning court calendars
- Conducts specialized notifications of clients participating in Supervised Release or programs with external partners
- Responds to email or text messages from members of the public who have questions about criminal court issues
- Attends educational and training seminars to improve knowledge and performance levels
- Other duties as assigned
- Bachelor’s Degree or equivalent lived experience as a court involved individual with post-disposition or release training or experience
- Ability to speak Spanish
- 1 year of work experience in a customer service or client facing role (professional references required)
- Computer literate with the ability to work with Windows OS, Excel, and Outlook email
- Ability to multitask and experience gathering information multiple data sources (databases, client management systems or internet resources)
- Demonstrated professionalism in interacting with coworkers and the public
- Ability to conduct online research and navigate effectively using various information sources
- Strong verbal communication and customer service skills; professional phone manner, calm demeanor; helpful and patient with callers using active listening skills
- Capacity to interface and access data during live calls with defendants to provide appropriate responses
- Excellent organization skills; ability to manage time effectively based on setting priorities
- Strong customer focus; adaptability to different personality types and various responses to crisis
- Some basic knowledge of arrest to arraignment process and/or previous work with defendant population preferred
- Available and willing to work a rotating schedule or some evening/ weekend hours
CJA is the NYC’s original pretrial service agency, providing services and solutions to reduce jail overcrowding and unnecessary detention in New York City. A non-profit agency funded through the Mayor’s Office of Criminal Justice, CJA is uniquely positioned to provide the City’s Criminal Justice leaders, policy-makers and stakeholders with information, technical expertise and research about people arrested within the 5 boroughs of NYC.
- We are committed to being active partners in criminal justice reform through initiatives and creative problem-solving that evaluates different methods and strategies for alternatives to detention.
- We are guided by fairness and the presumption of innocence for those who are detained and work with integrity and without bias to protect the privacy and interest of court-involved people and their families.
- We value curiosity as a driving force to lead the way in pretrial services. We use innovative techniques in research, pilot programs, and engaging justice-involved communities to execute our mission of reducing unnecessary pretrial detention.
BENEFITS: CJA offers a very generous benefit plan including health, dental and vision insurance, 4 weeks' vacation, paid holidays and a retirement plan with employer matching contributions.
SALARY: $36,400 Annually
HOURS: Core Business Hours (some evening/weekend hours)
LOCATION: Lower Manhattan
THIS POSITION IS OPEN FOR IMMEDIATE HIRE
QUALIFIED CANDIDATES MUST BE AVAILABLE FOR EMPLOYMENT WITHIN THE NEXT 30-45 DAYS
The New York City Criminal Justice Agency is an Equal Opportunity Employer