Case Navigator, Vital Statistics / Vital Records

About the role

The Community Associate will function as a Case Navigator in the BVS Registration Unit (Burial Desk) and serve as a primary point of contact for families, funeral directors, and partner agencies seeking assistance with birth and death registration, burial permits, and related vital records services.

Responsibilities

• Serve in a customer-facing role, including at the customer service window providing case navigation for birth and death registration and burial-related matters, responding to inquiries from families, funeral directors, and external partners.
• Receive, review, and triage incoming customer requests, guiding customers and partner organizations by identifying documentation gaps, explaining requirements and processes in plain language, resolving routine case issues, and escalating complex matters as appropriate to support timely case resolution.
• Monitor and prioritize incoming Burial Desk queues, ensuring all cases are processed within required turnaround times to prevent delays to final disposition arrangements.
• Review and approve client application requests as a designated Deputy City Registrar, verifying accuracy and completeness, ensuring compliance with all DOHMH policies.
• Support extended-hours, and time-sensitive operations, including evenings, weekends, and holidays, and emergency coverage, as required to meet public service obligations and operational demands.
• Liaise with external partners including funeral homes, hospitals, the Office of Chief Medical Examiner (OCME), and other government agencies to facilitate case resolution and ensure continuity of service on behalf of families and community members.
• Issue burial and cremation permits upon successful registration and authorization, helping families and funeral directors proceed with timely and lawful final arrangements.
• Manage multiple cases simultaneously in a high-volume, customer-facing environment while meeting service-level expectations, turnaround time requirements, and established productivity standards.
• Enroll and support external users, including hospitals and funeral homes, in the eVital electronic registration system by providing guidance, access assistance, and system navigation support to expand community access to electronic death registration.
• Support user-level system testing and issue reporting by documenting and reporting system functionality issues that affect daily operations and customer service, and by submitting service tickets and feedback to appropriate technical staff.
• Participate in continuity of operations and emergency response activities, including supporting rapid service adjustments during storms, public health emergencies, or other incidents, to ensure uninterrupted access to vital registration and burial services.

Requirements

• Experience providing customer service or case navigation in a high-volume, public-facing environment, preferably within government, healthcare, social services, or regulatory settings.
• Ability to communicate complex processes clearly and compassionately, particularly in high-stress or sensitive situations.
• Strong organizational skills with the ability to manage multiple cases and deadlines simultaneously.
• Detailed oriented with demonstrated ability to review and process documentation accurately.
• Comfort using electronic case management systems, databases, and standard office software.
• Demonstrated cultural competence and ability to work effectively with diverse communities.
• Ability to exercise sound judgment, follow established procedures, and escalate issues appropriately.
• Strong written and verbal communication skills.

Qualifications

• High school graduation or equivalent and three years of experience in community work or community centered activities in an area related to duties described above; or Education and/or experience which is equivalent to "1" above.
• Public Service Loan Forgiveness As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Benefits

The City of New York offers a comprehensive benefits package including:

• A premium-free health insurance plan that saves employees over $10K annually.
• Additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
• A public sector defined benefit pension plan with steady monthly payments in retirement.
• A tax-deferred savings program.
• A robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.

Pay

$44,545.00 – $54,000.00

Schedule

Full-time, Monday through Friday, 8:00 AM to 5:00 PM, with potential for flexible scheduling depending on the needs of the department.