Client Navigator (Queens Location)

JOB TITLE: Client Navigator

EMPLOYMENT TYPE: Full-Time

REPORTS TO: Director of the Anti-Violence Program

LOCATION: Queens Family Justice Center 

SCHEDULE: Monday-Friday 9am-5pm

SALARY: $53,951.72 annually

ABOUT AAFSC: For over 30 years, the Arab-American Family Support Center (AAFSC) has proudly served immigrants and refugees. We help children stay safe, families remain together, and newcomers navigate life in New York City. While our doors are open to all, AAFSC has expertise in serving Arab, Middle Eastern, North African, Muslim, and South Asian communities.

Job Summary

The NYC Family Justice Centers (FJCs) are an initiative of the Mayor’s Office to End Domestic and Gender-Based Violence to reduce barriers faced by survivors of domestic and gender-based violence (GBV). GBV can include intimate partner and family violence, elder abuse, sexual assault, stalking, and human trafficking. The NYC Family Justice Centers are co‐located multidisciplinary service centers providing vital social services, civil legal, and criminal justice assistance for survivors of domestic and gender-based violence and their children—all under one roof. Arab American Family Support Center is co-located at the FJCs and partners with the Mayor’s Office, the District Attorney’s Office, and other civil legal and community-based organizations to provide a safe and welcoming place for victims to receive various services. AAFSCNY staff at the FJC provides crisis intervention, case management services, advocacy, information and referrals, and practical assistance to survivors, providing client-centered safety assessments and risk management plans.

Client Navigators will greet clients in the waiting areas and hospitality suites and escort them to a private meeting space where they will explain the FJC service delivery model and conduct a brief initial service need and safety assessment with the goal of connecting the client to the appropriate services at the FJC’s. They will continue to help clients navigate the FJC service model and connect successfully to services and partner agencies.

Essential Duties

• Welcome clients to the FJC and provide a detailed overview of the FJC service delivery model including confidentiality policies, on-site referral process and available services.
• Screen clients to assess eligibility for FJC services and their service needs, including cultural, linguistic, legal, practical and safety-related needs.
• Call back voicemails left on the FJC’s main phone line and do virtual screenings as needed.
• Notify AAFSC Supervisor and ENDGBV/FJC administrative staff of high-risk clients as appropriate.
• Address immediate client needs and provide crisis intervention. If no case manager is available to assign the client to, the Client Navigator will provide safety planning and advocacy as needed.
• Work with clients to determine appropriate referrals for case management, mental health counseling, civil legal, economic empowerment, and law enforcement personnel; complete appropriate forms, including the FJC Referral and Consent Forms; and communicate any pertinent information to the partner staff member to help best meet clients’ needs and concerns.
• For established FJC clients with an already assigned case manager who come to the FJC as a walk-in, conduct a brief screening and connect to their assigned case manager. If the case manager is not available, conduct a safety assessment and safety plan as needed.
• Provide service referrals and warm hand-offs/linkages, if it is determined that a client is not eligible for FJC services.
• Maintain communication with clients waiting in the waiting areas and hospitality suite after the initial client screening to answer questions, provide information and provide updates about estimated wait times.
• Speak with AAFSC supervisor and ENDGBV/FJC administrative staff if a client is distressed if a client asks to speak to a supervisor and/or if the client is experiencing a physical or mental health emergency.
• Work collaboratively with the reception staff at the relevant District Attorney’s Office to refer appropriate clients and make appointments for those clients, as needed.
• Enter client information into the FJC client application (aka database) on a daily basis, and track additional data or client needs as requested by ENDGBV.
• Support ENDGBV’s ongoing efforts to solicit client feedback regarding FJC operations including notifying all clients of their opportunity to complete a client satisfaction survey after every FJC visit and contacting clients after their visits to the FJC’s to complete the surveys and reconnect them to any needed follow-up services as appropriate;
• Provide coverage for the Front- Line Advocate, as needed and appropriate.
• Adhere to AAFSC and FJC confidentiality practices and protocols.
• Other tasks that enhance the mission of the FJCs, as mutually agreed upon by AAFSC and ENDGBV.
  
  

Background & Position Requirements

• The Client Navigators must have an Associate degree and at least two (2) years of relevant work experience (i.e. experience working with survivors of domestic and gender-based violence, providing advocacy services), as well as an understanding of the dynamics and complexities of domestic and gender based-violence, the systems that impact survivor’s lives, and a demonstrated commitment to utilizing trauma-informed engagement practices with survivors of domestic and gender based violence.  
• Bilingual or multi-lingual fluency required. Arabic, Bangla/Bengali, Spanish, or Uzbek skills strongly preferred.
• Must have an understanding of the dynamics and complexities of domestic and gender based violence, the complex systems that impact survivor’s lives, the effects of childhood and adult trauma on survivors and a demonstrated commitment to utilizing trauma-informed, client centered engagement and intervention practices with survivors of domestic and gender based violence 
• Experience collaborating within a multi-disciplinary, diverse team, maintaining a healthy work environment that encourages equity, professionalism, respect, diversity and continuous professional growth and improvement.   
• Commitment to delivering services grounded within a racial equity lens that centers the impact of race, gender and other identities on a client’s willingness and ability to access services.  
• U.S. Work Authorization required.  
• All prospective job candidates must meet screening requirements of both AAFSC and the Family Justice Centers, which may include a background check, fingerprinting, and State Central Registry clearance.
  
  

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply.

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