Outreach Associate-Part Time

NYC Criminal Justice Agency • New York, NY

1d • Onsite

About The Position

The New York City Criminal Justice Agency (CJA) is a not-for-profit service and research organization that operates in partnership with the New York City Mayor’s Office of Criminal Justice. CJA is the City’s main pretrial services agency, combining operations, pilot projects, and research under one roof. CJA utilizes procedural justice practices to provide pretrial services to over 100,000 persons arrested annually in New York City. Information collected about these arrestees and subsequent case processing is maintained in the agency’s internal and externally shared database systems, which are used to conduct descriptive and evaluation research on arrestee characteristics, case processing and court outcomes, and on issues and potential reforms to criminal justice policy in New York City. CJA’s programs operate in the criminal courts and detention facilities 24 hours a day seven days a week within the 5 boroughs of NYC, employing over 300 employees, citywide. CJA’s Outreach Team works to increase public awareness about the criminal legal system in New York City. Outreach supports the public by contacting people about their upcoming court dates and missed court dates, providing information throughout the pretrial process and community resources. As part of CJA’s Operations Outreach Center, 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 people who are arrested, and their families navigate the complexities of the criminal court and pretrial process. The Outreach Associate is a critical resource to individuals and their families with pending cases in criminal courts. Outreach Associates respond to inbound calls to the Helpline and use active listening skills, empathy, and resourcefulness to speak to court involved individuals and the general public when helping them understand the pretrial process and procedures. The Outreach Associate answers questions about court dates, bail posting or updating or correcting contact information. In addition, they 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 initiatives projects including conducting in-depth conversations and interviews with court involved individuals to gathering information on their experiences in pretrial detention.

Requirements

• An associate degree from an accredited college with one year of work experience is preferred.
• In lieu of an associate degree, individuals with two years equivalent commensurate work experience and/or lived experience with the criminal justice system are strongly encouraged to apply.
• One year of work experience in a customer service or client-facing role (preferred).
• This opportunity is ideal for an individual who has recently graduated from college or has commensurate experience.
• Knowledge of pretrial services and NYC Court system (preferred)
• Bilingual proficiency (Spanish preferred)
• Ability to multitask and experience gathering information from multiple data sources (databases, client management systems, or internet resources).
• Proficient in Microsoft Office Suite, Windows OS, and CRM software (preferred).
• Demonstrated professionalism in interacting with coworkers and the public
• Strong problem-solving skills and the ability to navigate complex situations effectively, offering practical solutions and support to clients in distress.
• Internal applicants must be 1 year in their current roles and in good standing (no disciplinary action within the last 90 days) to apply.

Nice To Haves

• Speaks clearly and articulately; presents information about court dates and pretrial processes in a clear, concise, and understandable manner.
• Demonstrates a strong track record of explaining complex processes and procedural information in a way that clients can easily grasp.
• Skilled at using the appropriate medium or technology to deliver impactful and effective communication.
• Utilizes a strong understanding of the criminal justice system and community resources to provide accurate information and support to clients.
• Employs professional phone manners and active listening skills to effectively understand and address client inquiries.
• Proficient in conducting online research and navigating various information sources to gather accurate information quickly.
• Establishes rapport easily with individuals from diverse backgrounds through a warm and approachable demeanor.
• Maintains a high standard for exceptional service, ensuring that client interactions are handled with care and efficiency.
• Anticipates client needs, takes initiative to address issues, and solves problems resourcefully and effectively.
• Works effectively with different departments to support and enhance outreach initiatives and contribute to team goals.
• Capable of accessing data during live calls to provide immediate and accurate responses to court-involved individuals
• Adjusts quickly to changing priorities and evolving departmental needs with a flexible approach.
• Remains calm under pressure, maintaining stable performance and a supportive environment in challenging situations.
• Anticipates needs, takes initiative, is resourceful, and solves problems, which are vital for identifying client needs, researching issues, and providing solutions.
• Effectively addresses and resolves client issues with a proactive and solution-oriented approach.
• Highly organized, consistently meeting both short- and long-term responsibilities with attention to detail.
• Plans, organizes, and schedules tasks efficiently to ensure smooth operation and alignment with departmental goals.
• Maintains accurate and up-to-date client information and documentation; effectively manages client data.
• Exhibits a high standard for accuracy in managing client details, processing information, and performing administrative tasks.

Responsibilities

• Manage high-volume inbound calls in a timely manner, follows best practices and scripts for diverse inquiries
• Conducts phone surveys with court involved individuals to record their pretrial experiences
• Identify client needs, research issues, and provide solutions, including connecting clients with relevant resources. This work is primarily conducted via call, SMS, email, however, some direct client contact is required.
• Maintains records and compiles data of calls made and transcribes information collected
• Provide support to clients by issuing court date reminders via call, SMS, email, and postal mail
• Contact clients who have missed their court date and have a warrant issued, providing support and assistance to help them return to court and resolve their missed court date
• Collaborate with the QSR department to support clients in Supervised Release and conduct specialized notifications or other outreach as assigned
• Collaborate with the Research/Evidence-Based Practice department on research projects and surveys.
• Collaborate with external stakeholders in other programs as directed
• Handle administrative duties such as responding promptly and professionally to emails, answering phone calls, processing incoming and outgoing mail, maintaining office supplies, and other administrative duties as assigned
• Attend educational and training seminars to improve knowledge and performance levels
• Other duties as assigned

Benefits

• health insurance
• dental insurance
• vision insurance
• comprehensive mental health and wellness plan
• Employee Assistance Program (EAP) plan
• four weeks’ vacation
• paid holidays
• retirement plan with employer matching contributions
• 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

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 11-50 employees