Client Services Coordinator

Office of The Appellate Defender; New York (NY); Hybrid; USD 63,000 - 74,000; Full time

Benefits offered by this job

Generous vacation time and 14 paid hol

401(k) with a 3.5% contribution

Comprehensive health, dental, vision &

Job summary

Office of the Appellate Defender (OAD) is seeking a Client Services Coordinator in New York City. The role focuses on parole advocacy, reentry support, and direct client engagement with trauma-informed approaches.

Reporting to the Director of Client Services, you will coordinate with clients, families, and external providers, ensuring timely communication and thorough documentation of all client services activities. This position emphasizes public defense and social justice values.

Qualifications

• 1-4 years of related work experience.
• Strong verbal and written communication skills.
• Demonstrated ability to manage multiple priorities efficiently.
• Ability to work effectively with clients, colleagues, courts, correctional institutions, families, and community partners.
• Commitment to social and criminal justice and OAD’s client population.
• Ability to work effectively both independently and collaboratively.
• Embody OAD’s Core Values of Human-Centered practice, Zealous Representation and Advocacy, Respect and Civility, Trust, and Collaboration.
• Must be legally authorized to work in the United States. OAD is unable to provide employment visa sponsorship for this position, now or in the future.

Responsibilities

• Parole Advocacy and Case Support: collect background records, secure letters of support, conduct client interviews, write parole advocacy letters, prepare clients for parole interview hearings, maintain records, coordinate information.
• Client Support, Reentry and Conditions of Confinement: respond to client and family inquiries, assist with reentry needs, coordinate referrals, participate in reentry events, liaise with external providers, assist with conditions of confinement concerns, connect clients with mental health support, process documentation.
• Client Visits and Direct Engagement: schedule advocacy calls/visits, travel to facilities, engage with clients in person and via calls, provide trauma-informed support.
• Case Management and Administrative Support: maintain database entries, organize client documentation, communicate with court staff, provide reception and administrative coverage.

Skills

Communication skills

Multitasking

Client engagement

Team collaboration

Criminal justice interest

Independent work

Spanish preferred

Education

MSW preferred

Job description

About the Organization The Office of the Appellate Defender is the second oldest institutional provider of appellate representation in New York City. For 35 years, OAD has stood as a beacon of hope for people at the intersection of poverty and injustice. Our clients have been convicted of felony offenses in Manhattan and/or the Bronx and have been sentenced to terms of imprisonment and post-release supervision. Despite the circumstances of our clients' offenses, convictions, and sentences, we believe in the humanity and dignity of every human being which informs our client-centered, trauma-informed advocacy. We are a beloved community of colleagues who are dedicated to public defense, access to justice, and racial equity.

Role

Client Services Coordinator

Location: New York City, Lower Manhattan

Hours: Full-time, Non-Exempt, Hybrid

Salary: $62,730.00 - $73,604.00

ABOUT THE OFFICE OF THE APPELLATE DEFENDER (OAD):

OAD is the second oldest institutional provider of appellate representation in New York City. For 38 years, OAD has stood as a beacon of hope for people at the intersection of poverty and injustice. Our clients have been convicted of felony offenses in Manhattan and/or the Bronx and have been sentenced to terms of imprisonment and post-release supervision. Despite the circumstances of our clients’ offenses, convictions, and sentences, we believe in the humanity and dignity of every human being which informs our client-centered, trauma-informed advocacy. We are a beloved community of colleagues who are dedicated to public defense, access to justice, and racial equity.

ABOUT THE POSITION:

Reporting to the Director of Client Services, the Client Services Coordinator will support OAD’s clients with needs beyond their legal representation, including parole advocacy, conditions of confinement matters, reentry needs, communication with clients and families, coordination with external providers, and administrative support for the Client Services function.

ESSENTIAL RESPONSIBILITIES:

Parole Advocacy and Case Support (35%)

• Collect background records and supporting documentation
• Secure letters of support and other materials
• Conduct client interviews and maintain ongoing communication with clients in support of parole advocacy matters
• Write persuasive parole advocacy letters and packets
• Prepare clients for parole interview hearings through direct engagement, including phone calls and other appropriate means of communication.
• Maintain and update records/databases for parole-eligible clients
• Coordinate information needed to support parole advocacy matters

Client Support, Reentry and Conditions of Confinement (30%)

• Respond to calls and correspondence from clients and family members, providing ongoing client engagement, guidance, and support.
• Assist clients with reentry needs before and following release from incarceration, including identifying needs, coordinating referrals, and connecting clients with appropriate resources and services.
• Coordinate and participate in reentry related events and activities that support clients’ successful transition into community
• Liaise with external providers and agencies, like the New York State Department of Corrections and Community Supervision and community based organizations
• Assist clients with conditions of confinement concerns
• Connect clients with mental health and other appropriate support when needed
• Process and respond to client letters, questionnaires, releases and related documentation

Client Visits and Direct Client Engagement (25%)

• Schedule and coordinate advocacy calls and visits with clients, including clients incarcerated in facilities throughout New York State.
• Travel to correctional facilities throughout New York State to meet with clients.
• Engage directly with clients through phone calls, in person visits, and other forms of communication to provide information, guidance and support.
• Provide client-centered, trauma-informed support during interactions with clients who may be experiencing stressful or crisis situations.

Case Management, Documentation and Administrative Support (10%)

• Maintain accurate and timely database entries for pending matters
• Organize, digitize, and file client-related documentation
• Correspond with court and correctional facility staff as necessary
• Provide reception, mail, and other administrative coverage when needed.
• Support additional Client Services projects as organizational needs evolve.

Percentages are approximate and reflect the anticipated distribution of time. Responsibilities may shift based on client, team, and organizational needs.

REQUIRED QUALIFICATIONS:

• 1-4 years of related work experience
• Strong verbal and written communication skills.
• Demonstrated ability to manage multiple priorities efficiently
• Ability to work effectively with clients, colleagues, courts, correctional institutions, families, and community partners
• Commitment to social and criminal justice and OAD’s client population
• Ability to work effectively both independently and collaboratively.
• Embody OAD’s Core Values of Human-Centered practice, Zealous Representation and Advocacy, Respect and Civility, Trust, and Collaboration
• Must be legally authorized to work in the United States. OAD is unable to provide employment visa sponsorship for this position, now or in the future.

PREFERRED QUALIFICATIONS:

• Experience working with city or state correctional systems
• Experience supporting individuals impacted by the criminal legal systems
• Proficiency in Spanish preferred; proficiency in other languages valued as well.
• Master of Social Work (MSW) strongly preferred

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. OAD is most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. OAD will consider any equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. We encourage you to think broadly about your background and skill set for this role. Justice impacted individuals are strongly encouraged to apply.

OAD is an Equal Employment Opportunity Employer. We provide equal employment opportunities without regard to race, creed, color, religion, national origin, sex, sexual orientation, pregnancy, marital status, age, veteran status, disability, or genetic information.

BENEFITS:

• Generous vacation time and 14 paid holidays, including Summer Fridays where the office closes early;
• 401(k) with a defined contribution of 3.5% from OAD regardless of participation;
• Personal, Bereavement and sick days given on the first day of employment;
• Comprehensive health, dental, vision and life benefits, flexible spending, and health reimbursement account.

This position is currently accepting applications.