Frontline Advocate (Brooklyn Location)

About the role

The Arab-American Family Support Center (AAFSC) is a 30-year-old organization dedicated to supporting immigrants and refugees. We specialize in helping Arab, Middle Eastern, North African, Muslim, and South Asian communities navigate life in New York City. AAFSC is co-located at the NYC Family Justice Centers (FJCs), where we provide vital social services, civil legal assistance, and criminal justice support for survivors of domestic and gender-based violence and their children.

Responsibilities

• Staff the Reception Desk, welcoming all clients respectfully and using telephonic interpretation as needed.
• Answer the telephone and provide information and referrals as needed.
• Call back voicemails and conduct virtual screenings as necessary.
• Provide clients with FJC-related documents and explain the center's mission and services.
• Assist clients who have children eligible for the FJC Children's Room by explaining the option and registering them.
• Coordinate and manage client flow, notifying staff of arrivals, determining next steps, and assisting with scheduling appointments.
• Communicate with clients in the reception areas, answering questions, providing updates, and addressing practical needs.
• Maintain the Hospitality Suite and Reception areas, ensuring materials are updated and well-organized, and informing staff if supplies are low.
• Notify and communicate with FJC administrative staff and AAFSC supervisor if a client is distressed or experiencing a physical or mental health emergency.
• Collaborate with District Attorney's Office staff to refer appropriate clients and make appointments.
• Enter client information into the FJC client application daily and track additional data as requested.
• Support ENDGBV's efforts to gather client feedback and notify clients of opportunities to complete satisfaction surveys.
• Provide coverage for Client Navigators as needed.
• Maintain a respectful demeanor with partner staff and clients.

Requirements

• A bachelor's degree and relevant work experience, or at least three (3) years of relevant work experience (working with survivors of domestic and gender-based violence, providing advocacy services, and/or customer service).
• An understanding of the dynamics and complexities of domestic and gender-based violence, the systems impacting survivors' lives, and a demonstrated commitment to trauma-informed engagement practices.
• Bilingual or multilingual fluency required, with Arabic, Russian, Spanish, or Uzbek skills strongly preferred.
• Experience collaborating within a multi-disciplinary, diverse team and a commitment to delivering services grounded in a racial equity lens.
• U.S. work authorization required.