Appeal Resolution Specialist jobs in Syracuse, NY

CASE COORDINATOR

Looking for a chance to join a close-knit, compassionate team of dedicated dispute resolution, child advocacy and visitation, and counseling professionals? Our family-centric agency is expanding and needs the help of a Case Specialist to take our client relations to the next level and manage our growing caseload. Our ideal candidate is great on the phone, a naturally compassionate and empathetic listener, and has a dedication to customer service and a passion for helping those in need. Our staff is like family, and we believe in developing each and every member, so they not only make a tangible difference in our clients’ lives but also achieve personal career goals along the way. If this sounds like a place you’d love to work, CAREFULLY read the rest of the ad.

Position Summary:

The Case Specialist serves as the initial representative and first point of contact for individuals and businesses seeking mediation and other dispute resolution (“DR”) services in the tri-county area. They are responsible for responding to inquiries, explaining how the dispute process works, conducting client intakes and domestic violence screenings, collecting all paperwork, scheduling mediation sessions, entering case data, submitting documents to courts, helping support the mediator roster, and case disposition for closure. The position is CRITICAL to the overall client experience.

Extensive training and support will be provided for this position, including basic mediation training, advanced mediation trainings, and access to other trainings available across the NYS Community Dispute Resolution Center network.

Responsibilities & Duties:

Conduct all phases of case management from case opening to closure, including:

• Promptly and professionally answers all inquiries for DR services.
• Processes referrals from family, city/town/village courts, social services, human service agencies, and the clients themselves.
• Explains how the particular DR process works to ensure client understanding.
• Conducts client intakes and collects case documentation.
• Screens for domestic violence and determines appropriateness for services.
• Creates electronic and/or paper files.
• Coordinates scheduling of sessions (in-person or by Zoom) between the parties, volunteer mediators/facilitators and staff.
• Collects fees when due and manages fee reductions and waivers.
• Sets up the physical or virtual room for the sessions.
• Enters case data into the case management system according to agency and NYS Unified Court System (“UCS”) standards and deadlines.
• Schedules and performs document signings.
• Submits documents to court or referral sources.
• Closes case files according to agency and UCS policies.

Utilizes all program-related technology (ex. Zoom, DocuSign, PayPal payments).

Co-prepares semi-annual and annual activity reports.

Manages the Youth Court Facebook page, its webpage, and other social media pages with updates on a frequent basis.

Facilitates on-time preparation and submission of CDRC program vouchers and reports (ex. NYSAMP).

Once trained, performs dispute resolution processes (ex. mediation), if needed.

Refers clients to legal services or other community human/social service organizations.

Helps maintain and further grow relationships with community institutions and nonprofit partners such as courts, DSS, school districts, etc.

Provides back-office support to neighboring county programs, which may mean travel that is reimbursed up to the IRS rate.

Participates in community outreach and tabling events as needed.

Assists other staff with various projects, fundraisers, and other duties in support of the agency’s mission, as assigned.

Physical and Travel Requirements:

• Frequently move about inside and outside the office in reaction to unexpected situations and duties.
• Must be able to access multi-level buildings and ascend/descend up to 4 floors of stairs if the elevator is out of service.
• Must be willing and able to drive between neighboring counties up to 1 day per week, if needed.
• Must be willing and able to occasionally drive outside of Northern NY for professional development opportunities, which may require overnight stays.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of all responsibilities, skills, or qualifications required for the role.

Required Qualifications:

• Has a combination of work experience in a professional environment, education and training that is sufficient to indicate ability to perform the job.
• Is a friendly, outgoing “people-person” that can effectively engage clients who are immersed in highly stressful situations.
• Possesses qualities of integrity, credibility, and critical thinking skills, and has a positive attitude and calm demeanor.
• Must be flexible: able to work independently within a team-based environment and be willing to adapt responsibilities according to program needs.
• Is highly self-directed and a self-starter to work with minimal supervision.
• Has strong organizational skills to effectively manage multiple cases, deadlines, projects, schedules, calendars, etc.
• Must be comfortable and effective working with clients from a variety of backgrounds through various communication platforms.
• Does not run from conflict and has a natural curiosity for helping others resolve it.
• Proficient in Microsoft Office (Word, Excel), Google Calendars, Zoom, Texting, Facebook, etc.
• Have a flexible schedule that allows for work during occasional evenings.
• Must be able to pass all background checks during duration of employment.
• Have a valid driver’s license, automobile insurance and reliable personal transportation.
• Stable internet and dedicated space at home for remote work, if needed.

Our Best Candidates also have:

• Formal mediation training.
• Professional training in the field of domestic violence.
• Experience using Adobe Acrobat and Google Docs/Forms.

Program Summary:

The Jefferson-Lewis Mediation Center is a member of a statewide network of 20 Community Dispute Resolution Centers (“CDRC”) that offer free and low-cost dispute resolution programs that allow conflicting parties to develop their own solutions to matters that might otherwise bring them to court. We specialize in city court small claims, custody and visitation, and child support mediations and conciliations; conflict coaching; Youth (peer) Court for diversion programming; and restorative justice practices. Services are provided by 5 staff and a 12-member panel of volunteer community mediators. Although virtual DR has been offered since 2017, today nearly 90% is facilitated in person and remains the preferred delivery method for parties. Our office at Jefferson County Family Court is staffed on Mondays and the Lewis County office on Wednesdays.

Agency Summary:

Originally founded as the Jeff-Lewis Mediation Center at Community Action Planning Council agency in 1983, today the Resolution Center of Jefferson and Lewis Counties, Inc. is a 501(c)3 umbrella organization that along with its onsite partner, Family Counseling Service of NNY, supports Dispute Resolution, Youth Court, Court Appointed Special Advocates (CASA), Supervised Visitation, Counseling, and Psychoeducation services through 13 staff members and 100 volunteers. This one-stop agency serves children/youth, adults, couples and families in Jefferson, Lewis, and St. Lawrence counties.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: 35 – 40 per week

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Loan forgiveness
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have reliable personal transportation?

Education:

• High school or equivalent (Required)

Experience:

• Professional office: 2 years (Required)

Ability to Relocate:

• Watertown, NY 13601: Relocate before starting work (Required)

Work Location: In person