OUTREACH SPECIALIST (Court Based)
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 innovative Outreach Center, the (court-based) Outreach Specialist (OS) is assigned to a NYC Criminal Court in any of the five boroughs. Reporting to the Outreach Coordinator, they will be supporting the Outreach unit’s Helpline by providing in-person support to Helpline callers. Additionally, the OS will receive instruction and guidance from the new Senior Coordinator for Pretrial Release as they will be implementing various research-involved projects and other new programs. They would be cross trained and regularly called upon to supervise, and coach call-center staff in answering and responding to inbound calls from court-involved individuals and the public about the pretrial process and procedures. Topics include questions about court dates, bail posting and errors in contact information. In addition, they will be supporting the Court Appearance Support Unit (CASU) efforts by supervising the warrant prevention efforts of the Outreach Associates. This is a great opportunity for a dynamic individual with experience as a Pretrial Associate or anyone with court room experience looking to continue service within Operations by applying their knowledge of the arrest to arraignment process and the changing role of the court system.
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
- Works closely with the Senior Coordinator for Pretrial Release to execute various research projects and other new programs
- Conducts planning phone calls with eligible clients to support the Court Appearance Support Unit.
- Provides consistent input and feedback to the Outreach team regarding workflow, court and client related updated information to improve Outreach notification efforts.
- May be called upon by the Outreach Center Helpline to assist clients who are in court and direct them to the appropriate resources.
Call Center Duties
- Manages and quality controls specific data entered by Outreach Associates
- Supervise daily tasks of Outreach Associates and quality control their data entry
- May be called on to step in and assist with Outreach call center duties, as needed
- Regularly provides updated information to Outreach staff regarding any changes in court parts, court offices, or updated contact information
- 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
- Monitors citywide FTA efforts, quality controlling calls and data entry.
- Performs quality control on all program related data input by Outreach Associate staff
- Prepares daily program performance reports
- Public speaking at various locations (reentry programs, colleges) informing people about CJA and Outreach
- 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
- Excellent computer literacy skills with the ability to work with Windows OS software; Excel and Outlook email
- Superb customer service and conflict management skills
- Understanding and ability to explain the NYC Court System and the Arrest-to Arraignment process
- Ability to work independently and in a team setting
- Uses resourcefulness in conducting online research and finding solutions to service and technology challenges
- Ability to meet service deadlines with an organized focus on outputs
- Strong verbal communication and customer service skills; professional phone manner and calm demeanor
- Applies active listening and conflict management skills to resolve challenges
- Available and willing to work a rotating schedule or some evening/ weekend hours
- Strong public speaking skills and self-starter
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.
SCHEDULE: Tuesday through Saturday; 1st shift 9:30-5:30pm; 2nd shift 5pm-1am
LOCATION: Lower Manhattan and Brooklyn
The New York City Criminal Justice Agency is an Equal Opportunity Employer