Reception Supervisor

The Bronx Defenders (BxD) – an innovative, progressive, holistic legal defense office in the South Bronx – seeks an experienced, passionate individual to help lead our Community Reception Team.

The Bronx Defenders is a public defender non-profit that is radically transforming how low-income people in the Bronx are represented in the legal system, and, in doing so, is transforming the system itself. BxD seeks thoughtful, creative individuals with a strong commitment to social justice to join our dynamic and diverse staff. Our staff of over 400 includes interdisciplinary teams made up of criminal, civil, immigration, and family defense attorneys, as well as social workers, benefits specialists, legal advocates, parent advocates, investigators, and team administrators, who collaborate to provide holistic advocacy to address the causes and consequences of legal system involvement. Through this integrated team-based structure, we have developed a groundbreaking, nationally recognized model of representation called holistic defense that achieves better outcomes for the people we represent.

Each year, we defend more than 20,000 low-income Bronx residents in criminal, civil, family, and immigration cases, and reach thousands more through our community intake, youth mentoring, and outreach programs. Through impact litigation, policy advocacy, and community organizing, we push for systemic change at the local, state, and national levels. We take what we learn from the people we represent and communities we work with and launch innovative initiatives designed to bring about real and lasting change.

Community Reception Team

Our Community Reception Team is the first point of contact clients and community members make with The Bronx Defenders. Our community reception space is intentionally designed to be an open, welcoming and safe space for community members to seek assistance with legal and social services, await meetings with their attorney or advocate, and receive support for a myriad of other issues. As one of the only public defender offices that engages in proactive representation, we also accept walk-ins from prospective clients who are involved or anticipate being involved in the criminal, family, immigration, or civil court system. Other frequent visitors to the community reception include but are not limited to candidates for employment, colleagues in the legal profession, and constituents of the organization.

Responsibilities

Reporting to the Managing Director of Administration, the Reception Supervisor will directly supervise members of the Reception team including on-site and virtual Receptionists, and other Reception staff members. The Reception Supervisor will collaborate closely with members of Benefits, Community Intake, Operations, Facilities, People & Culture, Information Technology, Finance, Management, and Community Organizing & Engagement. This person will provide supervisory and operational support to staff, visitors, clients and the community members in the following ways:

Reception and Navigation

• Lead the operation of the Community Reception Team in our offices to ensure that the people we represent and community members experience an empathetic and high-quality on-site experience and intake process
• Be physically present in The Bronx Defenders reception space during business hours to ensure that it is open, functional, and safe
• Effectively communicate information and direction to staff, the people we represent, community members, and visitors to our office
• Provide on-site supervision for conflict escalation in the reception space(s), including coordinating with the manager on site, staff, and external actors (e.g., EMS, etc.)
• Intervene and assist with individuals experiencing mental health crises and in need of support
• Develop and implement best practices in client and community services protocols and policies, including for critical or escalated incidents on site
• Provide notary services on-site and virtually (must obtain within six months of hire if not already a notary)

Benefits, Community Intake, and Community Engagement

• Support the operation of The Bronx Defenders’ Benefits and Community Intake Teams by ensuring community members have the materials they need to effectively access our services
• Support and help coordinate community-focused events, such as the Annual Block Party and Thanksgiving Dinner
• Support, liaise, and coordinate with the BxD Community Advisory Board
• Work with Community Engagement to advance and support BxD community

engagements including, but not limited to, assisting with client surveys, materials, and community engagement strategies

Supervision and Training

• Meet with each direct supervisee on a routine basis to provide supervisory support
• Manage scheduling, time off, and coverage needs for the team
• Hire, onboard and facilitate departmental training for new team members, including technical, de-escalation, and customer services skills relevant to their job duties
• Provide support, feedback, and other supervisory guidance for team members on the execution of their work
• Provide equitable, culturally conscious supervision, and support marginalized supervisees in navigating experiences of oppression in their work
• Equitably support supervisees in meeting the expectations of their job responsibilities and seek consultation when additional support is necessary
• Provide back-up coverage to team members, as necessary

Client Closet

In close coordination with the Holistic Defense Associate:

• Support Client Emergency Fund (CEF) operations and other client donation initiatives (e.g., CEF holiday gift drive, Havens fund, surcharge program, commissary deposits)
• Maintain the on-site client clothing closet at reception

Client Needs

• Work in collaboration with legal teams to provide support for clients with unique needs and challenges who may more frequently visit the reception space
• Update the case management system with regards to engagement with those clients

Qualifications

To be eligible, candidates must have:

• Spanish Fluency
• At least three years of experience in a service-oriented position with extensive direct public contact

Candidates must demonstrate:

• Commitment to supporting the defense of people with very limited financial resources ensnared in carceral systems and within the Bronx community
• Experience working in and with racially, ethnically and socioeconomically marginalized communities
• Ability to effectively and respectfully communicate, collaborate and form effective working relationships with people with various backgrounds, identities and experiences
• Effective interpersonal and verbal and written communication skills
• Ability to resolve conflicts with diplomacy and deal with unprecedented crises in a compassionate manner consistent with workplace expectations and BxD values
• Knowledge and experience in conflict navigation and trauma-informed de-escalation
• Ability to consistently support, mentor, guide, and extend feedback to supervisees
• Ability to multitask, maintain order and think critically and creatively in a fast-paced, high-stakes environment
• Ability to receive constructive feedback, demonstrate introspection and shift behavior accordingly
• Ability to exercise good judgment, discretion, and confidentiality with sensitive matters
• Commitment to raising one’s cultural consciousness and challenging oppressive practices on an interpersonal and institutional level

Preferred but not required:

• Familiarity with the Bronx community
• Experience working with people experiencing addiction, mental illness, and/or court involvement
• Experience with Microsoft 365
• Previous experience in a legal setting

This is a fully in-person position.

Approximately 70% of The Bronx Defenders' staff, including attorneys and non-attorneys, are represented by UAW Local 2325 - Association of Legal Aid Attorneys (AFL-CIO). This position is not within the bargaining unit.

This position is exempt. By law, nonexempt employees are compensated hourly based on their annual rate and therefore are entitled to over-time, whereas exempt employees are not.

Salary is commensurate with experience. For candidates with 5-8 years of directly relevant experience, the salary range for this position would be approximately $72,867- $80, 227. Full-time employees are also eligible for a comprehensive benefits package including but not limited to medical, dental and vision coverage; a 403(b) plan with employer contribution; and a generous vacation, sick leave, and parental leave policy. More specific information about salary and benefits will be provided when and if an offer is extended.