Job Title: CAU Case NavigatorDepartment: NYC Department of Health and Mental HygieneDivision: Center for Population Health Data ScienceBureau: Bureau of Vital Statistics – Corrections and Amendments Unit
Location: 125 Worth Street, Lower Manhattan, New York, NYReports to Title: Katherine LeeDirect Reports Title(s): N/A
Schedule & Hours: M-F Full-time, 35 hours per week
Workplace Flexibility Modality: 5 Days in officeWork Environment: Office Environment
Grant End Date: 6/30/2030
Created Date: 9/29/2026
Revised Date:
Salary: $74,467FLSA Classification: Non - Exempt
Who We Are:
The Fund for Public Health in New York City (FPHNYC) is a 501(c)3 non-profit organization that is dedicated to the advancement of the health and well-being of all New Yorkers. To this end, in partnership with the New York City Department of Health and Mental Hygiene (DOHMH), FPHNYC incubates innovative public health initiatives implemented by DOHMH to advance community health throughout the city. It facilitates partnerships, often new and unconventional, between government and the private sector to develop, test, and launch new initiatives. These collaborations speed the execution of demonstration projects, effect expansion of successful pilot programs, and support rapid implementation to meet the public health needs of individuals, families, and communities across New York City.
Our Culture:
We embrace a culture of learning, collaboration, innovation, and well-being, where open communication drives our impact.
About The Role:
The Bureau of Vital Statistics (BVS) is seeking a detail-oriented, service-driven professional to serve as a Case Navigator in the Corrections and Amendments Unit (CAU). This person will process requests for amending the gender marker on NYC birth certificates.
About the Program:
CAU processes more than 68,000 customer requests each year involving corrections and amendments to New York City birth and death certificates. These requests include gender marker changes, name changes, acknowledgements of parentage, court-ordered amendments, adoptions and other amendments. The unit also assists tens of thousands of customers seeking in-person services.
Accurate and timely vital records are essential for New Yorkers seeking services and benefits such as passports, driver's licenses, school enrollment, employment documentation, housing, survivor benefits, and other critical services.
Responsibilities:
The Case Navigator will help customers understand and successfully navigate amendment requirements for changing the gender on a NYC birth certificate and related changes, such as name changes, while also reviewing and processing applications, resolving documentation issues, and supporting the efficient operation of CAU. The successful candidate will combine strong customer-service skills with careful document review, sound judgment, attention to detail, and the ability to apply policies and procedures consistently.
Customer Service and Case Navigation
Provide high-quality customer service consistent with agency principles of Respect, Trust, Empathy, and Accountability.
Serve as a case navigator for customers with gender marker and related amendment requests, providing clear, step-by-step guidance on application requirements and next steps.
Review customer applications and supporting documents, identify missing or inconsistent information, and communicate with customers to help resolve outstanding issues.
Prepare clear, courteous, and accurate written correspondence using plain language.
Respond to customer questions and follow up on cases requiring additional documentation or clarification.
Assist customers in the CAU public lobby as needed, including providing support at service windows, customer-service stations, or lobby podiums.
Help resolve customer escalations while maintaining professionalism when working with sensitive or complex situations.
Amendment Processing and Compliance
Review, process, and approve assigned correction and…