Case Navigator, Vital Statistics / Vital Records

Division/Program Summary Description:

The Bureau of Vital Statistics (BVS) registers and certifies all births, deaths, and terminations of pregnancy in New York City, reporting on more than 285,000 vital events annually. The Bureau also manages a large-scale customer service operation, including 24/7 death certification services, issuance of over 900,000 certified copies of vital records, and fulfillment of hundreds of data requests each year.

Position Summary:

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. The position provides frontline navigation, guidance, and follow-up for time-sensitive and often complex birth and death registration matters, ensuring cases are processed accurately, efficiently, and in compliance with governing laws, policies, and procedures.

Working in a high-volume, customer-facing environment, the Case Navigator supports individuals during sensitive and emotionally difficult circumstances, while coordinating across internal systems and external stakeholders to resolve issues, track case status, and facilitate timely disposition.

Job Duties and Responsibilities will include but not be limited to:

- 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.

Preferred Skills:

- 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.
- Detail-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.

Why you should work for us:

Loan Forgiveness: As a prospective employee of the City of New York, you may be eligible for federal/state loan forgiveness and repayment assistance programs that lessen your payments or even fully forgive your full balance. For more information, please visit the U.S. Department of Education’s website (https://studentaid.gov/pslf/)
- Benefits: City employees are entitled to unmatched benefits such as:
o a premium-free health insurance plan that saves employees over $10K annually, per a 2024 assessment.
o additional health, fitness, and financial benefits may be available based on the position’s associated union/benefit fund.
o a public sector defined benefit pension plan with steady monthly payments in retirement.
o a tax-deferred savings program and
o a robust Worksite Wellness Program that offers resources and opportunities to keep you healthy while serving New Yorkers.
- Work From Home Policy: Depending on your position, you may be able to work up to two days during the week from home.
- Job Security - you could enjoy more job security compared to private sector employment and be able to contribute to making NYC a healthy place to live and work.

Established in 1805, the New York City Department of Health and Mental Hygiene (NYC Health Department) is the oldest and largest health department in the U.S., dedicated to protecting and improving the health of NYC. Our mission is to safeguard the health of every resident and cultivate a city where everyone, regardless of age, background, or location, can achieve their optimal health. We provide a wide array of programs and services focused on food and nutrition, anti-tobacco support, chronic disease prevention, HIV/AIDS treatment, family and child health, environmental health, mental health, and social justice initiatives. As the primary population health strategist and policy authority for NYC, with a rich history of public health initiatives and scientific advancements, from addressing the 1822 yellow fever outbreak to the COVID-19 pandemic, we serve as a global leader in public health innovation and expertise.

Come join us and help to continue our efforts in making a difference in the lives of all New Yorkers!

The NYC Health Department is an inclusive equal opportunity employer committed to providing access and reasonable accommodation to all individuals. To request reasonable accommodation to participate in the job application or interview process, contact Sye-Eun Ahn, Director of the Office of Equal Employment Opportunity, at sahn1@health.nyc.gov or 347-396-6549.

COMMUNITY ASSOCIATE - 56057