Outreach Associate

OUTREACH ASSOCIATE

Posted: April 3, 2018

SUMMARY OF RESPONSIBILITES

As part of CJA’s Operations’ new Outreach and Help Line Services, the Outreach Associate is assigned to the Help Center to answer and respond to inbound calls to the CJA Helpline. Outreach Associates will speak to court involved individuals and the general public about the pretrial process and procedures, including court dates, bail posting and errors in contact information.

JOB DUTIES

  • Manages a high volume of inbound and outbound calls in a timely manner
  • Follows call center “scripts” when handling varied inquiries from callers
  • Identifies client needs, clarifies information, researches issues and provides solutions
  • Links clients with resources and information  based on identified needs
  • Maintains records of calls made and transcribes information collected
  • Attends educational and training seminars to improve knowledge and performance levels
  • Conducts specialized notification procedures of clients involved in programming at CJA including Queens Supervised Release or programming of CJA external partners
  • Responds to email or text messages from members of the public who have questions about criminal court issues
  • Other duties as assigned

QUALIFICATIONS

  • At least a HS Diploma and 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 & Outlook Email
  • Some experience gathering information multiple data  sources (databases, client management systems or internet resources)
  • Customer service oriented and able to multitask and maintain professionalism in interacting with coworkers and the public

OTHER REQUIREMENTS

  • Resourceful with the ability to conduct online research and navigate effectively using various information sources
  • Ability to multi-task to interface and access data during live calls to provide appropriate responses)
  • Organized and priority driven; able to manage time effectively based on setting priorities
  • Customer focus; adaptability to different personality types and various responses to crisis
  • Strong verbal communication and customer service skills; professional phone manner, calm demeanor; helpful and patient with callers using active listening
  • Some basic knowledge of arrest to arraignment process, preferred
  • 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, 4 weeks' vacation, paid holidays and a retirement plan with employer matching contributions.

SALARY: $30,000 annually ( Updated 04/04/18)

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

APPLICATION DEADLINE: APRIL 11, 2018

 

The New York City Criminal Justice Agency is an Equal Opportunity Employer

 

 

 

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