Frontline Advocate (Staten Island Location)

Arab American Family Support Center; New York (NY); On-site; USD 53,000 - 64,000; Full time

Job summary

Arab American Family Support Center (AAFSC) seeks a Frontline Advocate for our Staten Island location to greet clients, screen walk-ins, and support the Hospitality Suite within the Family Justice Center. This is a full-time, on-site role offering a structured day schedule.

The position requires strong bilingual/multilingual communication, trauma-informed service delivery, and the ability to coordinate referrals and schedule appointments with on-site staff and partner agencies.

Qualifications

• Bilingual or multilingual fluency required.
• Experience applying trauma-informed engagement practices with survivors of domestic and gender-based violence.
• Customer service experience in a fast-paced or frontline setting.

Responsibilities

• Staff the reception desk, greet clients respectfully, and provide information or referrals as needed.
• Answer calls, return voicemails, and conduct virtual screenings as required.
• Assist with scheduling appointments, client intake, and linking clients to additional services on-site and off-site.
• Coordinate client flow and monitor waiting areas to ensure a smooth visit for all clients.
• Maintain confidentiality and coordinate with FJC and ENDGBV staff as needed.

Skills

Bilingual fluency

Trauma-informed engagement

Customer service

Education

Associate degree

Job description

JOB TITLE: Frontline Advocate (Staten Island Location)

EMPLOYMENT TYPE: Full-Time

REPORTS TO: Program Director

LOCATION: Staten Island Family Justice Center

SCHEDULE: Monday-Friday, 9am-5pm fully on-site

SALARY: $58,500.27 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.

Clients will be greeted by the Front-Line Advocates at the Reception Desk in the Hospitality Suite. The Front-Line Advocates will check clients in for a scheduled appointment or briefly assess a walk‑in client’s initial reason for the visit, help determine the appropriate next steps and monitor the Hospitality Suite and waiting areas to ensure that client needs in the front of the FJC’s are being met.

Essential Duties:

• Staff the Reception Desk welcome all clients to the FJC in a respectful and friendly way and use telephonic interpretation, as needed.

• Answer the telephone and provide information and referrals as needed.

• Call back voicemails left on the FJC’s main phone line and do virtual screenings as needed.

• Provide clients with FJC‑related documents as directed by ENDGBV/FJC administrative staff, explain the mission and operations of the FJC and what services are available.

• If it is determined that a client is not eligible for FJC services, provide service referrals and warm hand‑offs/linkages.

• If the client has children eligible to use the FJC Children’s Room, explain the option of the Children’s Room and contact the FJC Children’s Room staff to register the child into the room.

• Coordinate and manage client flow, including notifying on‑site staff when clients arrive for appointments (via phone, Instant Message (IM) or in person), determining appropriate next steps for an effective client visit, assisting on‑site staff with scheduling future appointments for clients, directly linking clients to additional on‑site and off‑site services and assessing urgent client needs and notifying appropriate personnel to address such needs.

• Maintain communication with clients while in the front reception areas and hospitality suites to answer questions, provide information, provide updates about estimated wait times and assist with practical needs, including but not limited to, making copies of important documents, accessing public computers, and accessing the FJC food pantry, clothing closet and MetroCard’s.

• Monitor the Hospitality Suite and Reception areas to ensure materials are updated and well organized and that the space is organized and inform FJC administrative staff if any reception area client supplies are running low.

• Notify and maintain communication with FJC administrative staff and AAFSC supervisor 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 FJC’s 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) daily and track additional data or client needs as requested by ENDGBV/FJC administrative staff.

• Provide clients with information about special events and programs and assist with client registration for those events, as appropriate.

• 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 Client Navigators, as needed.

• Maintain a respectful demeanor with partner staff and clients.

• Adhere to AAFSC and FJC confidentiality practices and protocols; and

• Other tasks that enhance the mission of the FJCs, as mutually agreed upon by AAFSC and ENDGBV.

Background & Position Requirements:

• Associate degree and relevant work experience or at least three (3) years of relevant work experience (i.e. experience working with survivors of domestic and gender-based violence, providing advocacy services and/or customer service) 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 ormulti-lingualfluencyrequired. Arabic, Russian, Spanish, or Uzbek skills strongly preferred.

• Must understand 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, finger printing 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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