Client Care Coordinator - ICM

CLIENT CARE COORDINATOR

INTENSIVE CASE MANAGEMENT 

QUEENS SUPERVISED RELEASE

POSTED: 4/1/2025

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.
• Creates proactive care plans with a supportive community-based team for mental health and substance abuse services as well as overall physical health concerns.
• Assist clients in securing medical care, entitlement and other community support that promote integrated physical and mental health, safety, well-being, and recovery.
• Communicates with client, client caregivers, and/or families (if applicable).  Educates clients about condition management, monitor overall progress and help them contact specialists to support implementation of treatment plans.
• Persistent engagement and continued observation to help assess client’s improvements and/or ongoing needs or behavior.
• Maintain accurate and timely progress notes using best practices for records retention, confidentiality, and document storage.
• Collaborate with external stakeholders, especially hospitals and primary care physicians to achieve consistent and progressive engagement and continued well-being.
• Provide support using strengths-based, recovery-oriented, trauma-informed, and culturally sensitive practices.
• Ensures 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.
• Must be able to work independently and carry-out directives with minimal supervision.
• Approaches daily work with a solution-driven attitude and a willingness to take a hands-on approach to resolving challenges.
• Uses critical thinking, common sense, and creativity to find solutions and alternative options.
• Supports the development and implementation of standard operating procedures; suggesting 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 are getting 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 Excel for data management.
• Ability to quickly adapt to a customized case management system created in Microsoft Dynamics.
• Used 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.
• Guides client through the treatment plan and behavior change process; recognize/acknowledge the positive changes that are made and continue encouraging behavioral changes along the way.
• Uses 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 areas of mental health, substance use, trauma, violence risk, homelessness, frequent psychiatric hospitalizations, and criminal justice involvement plus.

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
• Experience must include demonstrated success at assessing, executing, and advocating care plans which help clients navigate service, follow through on referrals and l on referrals and linkages in the community, and ongoing documentation of client monitoring, and progress.
• Certifications as CASAC, CASAC-T, or other SU or MH certifications preferred (i.e., certified professional counselor, certified alcohol and drug counselor (ADC) or behavioral health certificate.

NOTE: Hours & Scheduling Expectations

This is a visible role with direct client-facing responsibilities engaging with clients, staff, and other stakeholders. The successful candidate will possess the required qualifications and skills, and the ability to work in-person 5 days a week.

• Typical hours are 9am – 5pm or 1pm to 9pm.
• To provide optimal coverage for client engagement, regularly scheduled workweeks will include weekends and night shifts.
• Flex hours will be occasionally required to perform client visits either in their homes, or at community-based locations.
• Travel within the 5 boroughs required for client engagement or meetings with community partners, as needed.

*Internal applicants must be 1 year in their current roles and in good standing (no disciplinary action within the last 90 days) to apply.

LOCATION: QUEENS, NY

SALARY: $61,188.40

CJA VALUES  

Each employee at CJA is guided by these values in our work: 

• 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. 

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. 

Note: Only those candidates being considered will be contacted.

CJA is seeking applicants who pursue professional development pathways by participating in educational opportunities, reading professional publications, maintaining professional networks, and engaging with professional associations

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 are proud to be an equal opportunity employer with a track record of encouraging and supporting the employment of people with lived experiences in the legal system. We are dedicated to advancing our mission and work by recruiting and building multi-disciplinary teams that reflect the racial, ethnic, culture and gender identities of the clients and communities we serve. 

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.