Visit Operations Coordinator P/T

About the role

The New York City Department of Correction (DOC) is an integral part of the City's evolving criminal justice system, actively participating in reform initiatives and strategies aimed at moving the city towards a borough-based jail system without compromising public safety. The DOC is responsible and committed to maintaining a safe and secure environment for employees, visitors, volunteers and people in our custody.

By ensuring safe jails, the DOC provides those in custody with the necessary tools and opportunities to successfully reintegrate into their communities. The DOC operates facilities and court commands across the five boroughs, employing over 7,500 diverse professionals and knowledgeable experts.

The DOC is recruiting Visit Operation Coordinators for the Department's Visit Operations. Under general supervision, the Visit Operations Coordinator is responsible for scheduling, coordinating, and overseeing all family and attorney visits, serving as the primary point of contact for visitors regarding visitation matters.

This position ensures required documentation and clearances are completed prior to visits, maintains an organized visit calendar, and manages the call line to respond to inquiries and resolve scheduling issues in real time. This individual will also support and help ensure that both visitors and people in our care have a positive, meaningful visit experience.

The Visit Operations Coordinator will also work closely with uniform staff, program staff, and facility leadership to facilitate smooth visit operations, communicate schedule changes, and coordinate space and logistical needs. As this is a newly established position, the Visit Operations Coordinator will play a key role in identifying recurring operational challenges, recommending process improvements, and helping develop and update visitation procedures for the new unit.

Duties of this position will include but are not limited to

• Greeting and acknowledge all visitors in a friendly, polite, and professional manner.
• Inform visitors of relevant services, directions, visiting hours, and DOC visit procedures.
• Engaging with families and providing immediate, responsive customer service regarding any inquiries.
• Manage attorney/legal professional visit scheduling system
• Communicate and escalate processes between Central Visits and individual facilities so visitors receive timely explanations of production, transportation, and other delays.
• Address concerns and troubleshooting challenges that may arise during the visit process.
• Computer proficiency, including scheduling systems, databases, and standard office software.
• Maintain accurate visit records and prepare reports on visitation trends and operational issues.
• Elicit input, collecting data and providing summaries of visitor engagement with specific activities and services.
• Conduct periodic quality-assurance of family and attorney visit areas.
• Working collaboratively with Officers, non-uniformed DOC staff, and providers' staff to create a family- friendly visit experience.
• Providing culturally competent services in accordance with departmental policies and practices.
• Performing related duties as assigned.

Qualifications & Requirements

• A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
• High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
• Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.