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?
Do you have exceptional customer service and leadership skills?
Join our team of Outreach professionals seeking to improve the experience of justice involved individuals in the NYC Courts
As part of CJA’s Operations Outreach Center, the Outreach Specialist is assigned to the Outreach Center to oversee, supervise, and coach staff answering and responding to inbound calls from court involved individuals and the public about the pretrial process and procedures, including court dates, bail posting and errors in contact information. In addition they will be supporting FTA efforts and special research projects.
Each employee should embody the following core values in their work at CJA:
- Commitment: 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.
- Fairness: 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.
- Innovation: 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.
SUMMARY OF RESPONSIBILITIES
LEADERSHIP & SUPERVISORY DUTIES
- Applies coaching, mentoring and instructional techniques appropriately to drive performance
- Models professional behavior, including: self-management, leadership, time-management and personal accountability
- Provides consistent input and feedback to the management team regarding workflow, staff performance, environmental needs and challenges
- Quickly responds to employee questions about workflow and protocol using available resources, knowledge and interpersonal skills
- Exercises sound judgement and best practices to manage conflict and interpersonal challenges among staff
- Uses applied and institutional knowledge to foster an environment of learning and professional development
OPERATIONAL JOB DUTIES
- Supervises staff who are engaging clients through all Outreach services; guiding, motivating and supporting their role
- Ensures that Outreach Center staff effectively and efficiently manage high volume inbound and outbound calls in a timely manner, using best practices and established protocols
- Monitors Helpline live calls and requests for patterns and trends in caller inquiries; researches or recommends resources to address needs
- Monitors citywide FTA efforts, quality controlling calls and data entry
- Trains and monitors Outreach staff for work on special projects, ensuring staff is conducting tasks according to outlined standards
- Performs quality control on all incoming and outgoing calls to ensure department standards and practices are met
- May be called on to step in and assist with Outreach Associate duties, as needed
- Assists in training of new hires on call center procedures and customer service best practices.
- Collects, maintains and quality controls call records for analysis and reporting
- Prepares monthly program performance reports consisting of activity reports from Outreach Associates and KACE data
- Uses basic knowledge of the arrest to arraignment process, court appearances and bail expediting
- Other duties as assigned by manager
- Bachelor’s Degree or commensurate experience
- Peer Certifications or training preferred. Examples: OASAS/OMH Peer Specialist Certification, Howie the Harp Peer Advocacy, Training Center Peer Specialist Program
- Strong preference for bilingual candidates in Spanish or Mandarin
- 2-3 years prior work experience in a customer service or client facing role required
- Supervision or management experience or demonstrated ability to assume a supervisory role
- Computer literate with the ability to work with Windows OS software; Excel and Outlook email
- Ability to work with multiple data sources (databases, client management systems or internet resources)
- Understanding and ability to explain the NYC Court System and the Arrest-to Arraignment process
- Demonstrated ability to apply sound coaching, mentoring and motivational techniques to support learning and development
- Uses resourcefulness in conducting online research and finding solutions to service and technology challenges
- Ability to set priorities to identify staffing and client needs, using available technology and resources
- Ability to meet service deadlines with an organized focus on outputs
- Customer service orientation with adaptability to different personality types, cultural and experiential differences, and situations
- Strong verbal communication and customer service skills; professional phone manner and calm demeanor to model and train staff engaging clients.
- Applies active listening and conflict management skills to resolve challenges
- Available and willing to work a rotating schedule or some evening/ weekend hours
BENEFITS: CJA offers a very generous benefit plan including health, dental and vision insurance, a comprehensive mental health and wellness (EAP) plan, four weeks’ vacation, paid holidays and a retirement plan with employer matching contributions. CJA is also strongly committed to professional learning and development for its staff members and offers staff varied opportunities for learning and development through partnerships and vendor services for web based, in-person professional development training, as well as in-house job training and development.
SALARY: $47,000 Annually
HOURS: Core Business Hours (some evening/weekend hours)
LOCATION: Lower Manhattan
The New York City Criminal Justice Agency is an Equal Opportunity Employer