Client Care Coordinator - ICM

Join our team of professionals seeking to improve the experience of justice involved individuals in the NYC Courts! ABOUT CJA: 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. POSITION SUMMARY: Reporting to the Clinical Supervisor, the Client Care Coordinator will provide community-based support to clients in their neighborhood or preferred location throughout NYC. Clients receiving community based engagement will meet the program’s eligibility criteria of high risk or high need and require a support team to meet with them where they’re at to facilitate early intervention. The Client Care Coordinator is an integral part of the Clinical Services Department with Queens Supervised Release, which strives to support clients in improving behavioral health, promotes recovery and rehabilitation, and provides the highest quality care and support in a responsive and effective manner to high needs and high-risk clients who can be served in the community by creating new opportunities for success.

PRIMARY RESPONSIBILITIES

Coordinating care, treatment and services within multiple health care systems, including public health insurance and Medicaid entitlements. Creating proactive care plans with a supportive community-based team for mental health and substance abuse services as well as overall physical health concerns. Assisting clients in securing medical care, entitlement, and other community support that promotes integrated physical and mental health, safety, well-being, and recovery. Communicating with client, client caregivers, and/or families (if applicable); educating clients about condition management, monitoring overall progress, and helping them contact specialists to support implementation of treatment plans. Maintaining persistent engagement and continued observation to help assess client’s improvements and/or ongoing needs or behavior. Maintaining accurate and timely progress notes using best practices for records retention, confidentiality, and document storage. Collaborating with external stakeholders, especially hospitals and primary care physicians, to achieve consistent and progressive engagement and continued well‑being. Providing support using strengths‑based, recovery‑oriented, trauma‑informed, and culturally sensitive practices. Ensuring continuity of care during active supervision and post‑program participation.

REQUIRED SKILLS

Organization and Critical Thinking Skills Highly organized with the ability to prioritize and balance multiple tasks and work effectively in a deadline‑driven environment. Capable of working independently and carrying out directives with minimal supervision. Approach daily work with a solution‑driven attitude and willingness to take a hands‑on approach to resolving challenges. Use critical thinking, common sense, and creativity to find solutions and alternative options. Support the development and implementation of standard operating procedures; suggest improvements or modifications as needed. Communication and Interpersonal Skills Demonstrated ability to handle client engagement, feedback, questions and complaints with tact and professionalism. Interacts with a confident and approachable demeanor. Clear and concise written communications designed to inform or instruct. Ability to work effectively with a diverse group of participants, staff, and stakeholders. Adaptable to changing situations, with a positive outlook. Communicates and collaborates with a diverse population of staff, participants and service providers to enhance engagement and ensure quality. Communicates with all stakeholders and clients in a respectful manner that acknowledges differences, circumstances, and experiences. Answers questions about internal, as well as external services, and directs clients, their families, and community members to resources by assisting in getting clients connected to referrals that have been made on their behalf. Time Management and Technical Skills Maintain healthy working habits by using scheduling tools and sharing calendars to ensure that all clients receive adequate attention. Correctly documents and records a client’s status and progress and ensures that all information is up to date to aid in the steady progression of their treatment plans. Intermediate experience with MS Office suite, with working knowledge of Excel for data management. Ability to quickly adapt to a customized case management system created in Microsoft Dynamics. Experience using Outlook for email communication, scheduling, tasks and calendar management. Influencing and Motivating Support the client’s self‑efficacy by empowering them to make the changes that they want and reinforcing positive habits. Guide client through the treatment plan and behavior change process; recognize and acknowledge the positive changes that are made and continue encouraging behavioral changes along the way. Use empathy and patience to relate to clients and build trust which will support a genuine investment in their best interests and well‑being.

QUALIFICATIONS

Bachelor’s Degree required and minimum of two years’ experience working with clients who have needs in the areas of mental health, substance use, trauma, violence risk, homelessness, frequent psychiatric hospitalizations, and criminal justice involvement, as a care coordinator, navigator or similar role. Experience must include demonstrated success at assessing, executing, and advocating care plans which help clients navigate service, follow through on referrals and linkages in the community, and ongoing documentation of client monitoring, and progress. Alternate Requirement: Candidates without a Bachelor’s Degree must have 5 years’ experience working with clients who have needs in the same areas. Other Desired Qualifications & Experience Experience in a multidisciplinary setting and field‑based clinical work preferred. Strong commitment to social justice and CJA’s mission and core values. Individuals with lived experience are encouraged to apply. Fluency in Spanish a plus. Certifications as CASAC, CASAC‑T, or other SU or MH certifications preferred (e.g., certified professional counselor, certified alcohol and drug counselor (ADC) or behavioral health certificate).

WORK CONDITIONS

Typical hours are 9 am – 5 pm or 1 pm to 9 pm. Weekend and night shifts may be required to provide optimal coverage. Flex hours occasionally required for client visits at homes or community locations. Travel within the 5 boroughs required for client engagement or meetings with community partners.

LOCATION

QUEENS, NY

SALARY

$63,026

BENEFITS

CJA offers a generous benefits 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 committed to professional learning and development through partnerships and vendor services, as well as in‑house training.

EEO STATEMENT

The New York City Criminal Justice Agency is an Equal Opportunity Employer. CJA is committed to creating and retaining a workforce of diverse talent and a culture of inclusion and belonging that honors and welcomes people with a variety of backgrounds, experiences, and perspectives. We encourage individuals of all backgrounds to apply. Our employment practices are equitable and fair, without consideration of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, prior arrest or conviction, employment status, parental status, veteran status, or any other protected status under applicable laws. #J-18808-Ljbffr NYC Criminal Justice Agency