Case Navigator

Job Title: CAU Case Navigator Department: NYC Department of Health and Mental Hygiene Division: Center for Population Health Data Science Bureau: Bureau of Vital Statistics — Corrections and Amendments Unit Location: 125 Worth Street, Lower Manhattan, New York, NY Reports to Title: Katherine Lee Direct Reports Title(s): N/A Schedule & Hours: M-F Full-time, 35 hours per week Workplace Flexibility Modality: 5 Days in office Work Environment: Office Environment Grant End Date: 6/30/2030 Created Date: 9/29/2026 Revised Date: Salary: $74,467 FLSA Classification: Non - Exempt Who We Are: The Fund for Public Health in New York City (FPHNYC) is a 501(c)3 non-profit organization that is dedicated to the advancement of the health and well-being of all New Yorkers. To this end, in partnership with the New York City Department of Health and Mental Hygiene (DOHMH), FPHNYC incubates innovative public health initiatives implemented by DOHMH to advance community health throughout the city. It facilitates partnerships, often new and unconventional, between government and the private sector to develop, test, and launch new initiatives. These collaborations speed the execution of demonstration projects, effect expansion of successful pilot programs, and support rapid implementation to meet the public health needs of individuals, families, and communities across New York City. Our Culture: We embrace a culture of learning, collaboration, innovation, and well-being, where open communication drives our impact. About The Role: The Bureau of Vital Statistics (BVS) is seeking a detail-oriented, service-driven professional to serve as a Case Navigator in the Corrections and Amendments Unit (CAU). This person will process requests for amending the gender marker on NYC birth certificates. About the Program: CAU processes more than 68,000 customer requests each year involving corrections and amendments to New York City birth and death certificates. These requests include gender marker changes, name changes, acknowledgements of parentage, court-ordered amendments, adoptions and other amendments. The unit also assists tens of thousands of customers seeking in-person services. Accurate and timely vital records are essential for New Yorkers seeking services and benefits such as passports, driver's licenses, school enrollment, employment documentation, housing, survivor benefits, and other critical services. Responsibilities: The Case Navigator will help customers understand and successfully navigate amendment requirements for changing the gender on a NYC birth certificate and related changes, such as name changes, while also reviewing and processing applications, resolving documentation issues, and supporting the efficient operation of CAU. The successful candidate will combine strong customer-service skills with careful document review, sound judgment, attention to detail, and the ability to apply policies and procedures consistently. Customer Service and Case Navigation Provide high-quality customer service consistent with agency principles of Respect, Trust, Empathy, and Accountability. Serve as a case navigator for customers with gender marker and related amendment requests, providing clear, step-by-step guidance on application requirements and next steps. Review customer applications and supporting documents, identify missing or inconsistent information, and communicate with customers to help resolve outstanding issues. Prepare clear, courteous, and accurate written correspondence using plain language. Respond to customer questions and follow up on cases requiring additional documentation or clarification. Assist customers in the CAU public lobby as needed, including providing support at service windows, customer-service stations, or lobby podiums. Help resolve customer escalations while maintaining professionalism when working with sensitive or complex situations. Amendment Processing and Compliance Review, process, and approve assigned correction and amendment applications in accordance with applicable Health Code requirements, Bureau policies, procedures, and established workflows. Review supporting documentation for completeness, accuracy, and compliance with established requirements. Maintain accurate case information and documentation in BVS data systems. Protect confidential customer information and follow all records-management, document-security, and privacy requirements. Ensure customer documents and case materials are handled, stored, and maintained according to established security and retention protocols. Case Review and Problem Solving Conduct follow-up research when necessary to resolve discrepancies or outstanding case issues. Escalate cases requiring supervisory, legal, or subject-matter review. Prepare case summaries describing the issue, actions taken, relevant documentation, and recommended next steps. Present selected complex cases during peer-review or quality-assurance meetings and participate in discussions aimed at promoting consistency in case processing. Financial and Administrative Responsibilities Complete assigned financial review and reconciliation activities accurately and timely. Review financial accounts and supporting documentation and ensure required reconciliations are submitted according to established procedures. Identify discrepancies and follow up with supervisors or appropriate staff until issues are resolved. Training and Professional Development Participate in required agency trainings, quality-assurance sessions, and professional-development activities. Complete ongoing training related to amendment processing, customer service, security requirements, and changes to systems or procedures. Participate in cross-training to develop knowledge of multiple amendment types and CAU functions. Share information and best practices with colleagues and contribute to a collaborative team environment. Emergency Preparedness and Continuity of Operations Support continuity of vital records services during emergencies or other disruptions. Participate in response activities when assigned, including during events such as severe weather, public health emergencies, or other incidents requiring continued agency operations. Be available to work non-business hours during emergencies when required. Requirements: Strong written and verbal communication skills and the ability to explain detailed or complex requirements clearly using plain language. Experience providing customer service, case management, case navigation, or administrative support, including in a public-facing environment. Ability to communicate professionally and empathetically with customers who may be experiencing challenging or sensitive circumstances. Strong attention to detail and demonstrated ability to review documents for completeness and accuracy. Experience applying policies, procedures, regulations, or program requirements to individual cases. Strong organizational and follow-through skills, including the ability to manage multiple cases and priorities simultaneously. Good judgment and problem-solving skills. Ability to work effectively both independently and as part of a team in a high-volume environment. Spanish-language proficiency or proficiency in another language commonly spoken by New York City residents is a plus. Employment is contingent upon the successful completion of a background check Benefits: Public Service Loan Forgiveness (PSLF) eligible employer Generous Paid Time Off (PTO) policy Medical, dental, and life insurance with low or no employee contribution A retirement savings plan with generous employer contribution Flexible spending medical and commuter benefits plan Meaningful work at an organization striving to advance health equity and social justice Equal Employment Opportunity Statement: FPHNY is an equal opportunity employer and prohibits discrimination and harassment of any kind. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, marital status, veteran status, or any other legally protected status. At-Will Employment Statement: Employment with FPHNY is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause, and with or without notice. This job description does not constitute a contract of employment. Residency Requirement: You must live in the New York City Tri-state area (NY, NJ, CT) to be considered for a position at FPHNY. #J-18808-Ljbffr The Fund for Public Health in New York City