Outreach Associate

OUTREACH ASSOCIATE

PRETRIAL SERVICES DEPARTMENT  

Posted: 6/3/2025

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 280 employees, citywide. 

POSITION SUMMARY

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 arrest-to-arraignment 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 research projects including conducting in-depth conversations and interviews with court involved individuals to gathering information on their experiences in pretrial detention.

PRIMARY RESPONSIBILITES

• 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 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.

REQUIRED QUALIFICATIONS

• Associate degree from an accredited college strongly preferred with one year work experience. Although there is a preference to criminal justice and related social science majors, all interested majors are welcomed to apply.
• 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. 
• This opportunity is ideal for an individual who has recently graduated from college or has commensurate experience.
• Bilingual proficiency (Spanish preferred)
• 1 year of work experience in a customer service or client facing role (preferred)
• Computer literate with the ability to work with Windows OS, Excel, and Outlook email.
• Ability to multitask and experience gathering information multiple data sources (databases, client management systems or internet resources)
• Demonstrated professionalism in interacting with coworkers and the public.

 OTHER REQUIREMENTS

• Proficient in conducting online research and navigating various information sources effectively.
• Strong verbal communication and customer service skills; professional phone manner, calm demeanor; helpful and patient with callers using active listening skills.
• Capacity to interface and access data during live calls with court involved individuals to provide appropriate responses.
• Excellent organization skills: ability to manage time effectively based on priorities.
• Strong customer focus; adaptability to different personality types and various responses to crisis
• Some basic knowledge of arrest to arraignment process and/or previous work with defendant population preferred.
• This position is based at CJA’s Central Office, but some projects may require scheduled time at other CJA locations including in court.  

  SALARY: $51,506

  LOCATION: Manhattan

  SCHEDULE: 9AM-5PM

        ** Internal Applicants must be in their current roles one year to be eligible to apply

         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, Employee Assistance Program (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: This position operates on a hybrid schedule with in-person work 4 days per week and 1 remote day.  The successful hire must be able to assume responsibilities that are both remote and on-site, in accordance with CJA policy at the time of hire. 

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 a diverse work environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, national origin, sex, gender identity, religion, sexual orientation, age, disability, parental status, veteran status, or any other protected status under applicable laws. We encourage individuals of all backgrounds to