Reporting Concerns

Case Management

Youth in secure detention are assigned a case manager, who serves as the liaison between the youth, their families and communities, and the facility. The case management team is in the facility on a daily basis and can address any concerns raised or direct them appropriately.

To reach Case Management at Crossroads, please call: 718-688-8264/718-688-8270  or email: CJC_CaseMgmt@acs.nyc.gov.

To reach Case Management at Horizon, please call: 718-742-8496/718-742-6718  or email: hojc_case_manager@acs.nyc.gov.

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Youth Rights Unit

All youth in secure detention have access to ombudsmen in the Youth Rights Unit during their time in detention, both in person and by phone. The Youth Rights Unit provides information, support, and advocacy to protect and promote the rights of young people in detention.

To reach the Youth Rights Unit at Crossroads, please call: 718-688-6093 / 718-688-8246 or email: YRU@acs.nyc.gov.

To reach Youth Rights Unit at Horizon, please call: 718-742-8498 or email: YRU@acs.nyc.gov.

Youth in secure detention can reach the Youth Rights Unit by dialing 74 from a resident phone.

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ACS Sabra Jackson Office of Advocacy

ACS Sabra Jackson Office of Advocacy (OOA) is staffed with social workers and family specialists who respond to the concerns of youth in ACS custody. The OOA receives inquiries from parents, youth and the public to address the concerns and resolve conflicts between the families and the ACS program or provider agencies.

You may contact the Advocacy office if you have any concerns about your child’s well-being in a juvenile detention, placement, or community-based program:

Helpline number: 212-676-9421

Collect call for incarcerated parents: 212-619-1309

TTY: 212-442-1447

By Mail or In Person: 110 William Street, 1st Floor, New York, NY 10038

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Office the Ombudsman: Office of Children and Family Services

The Office of the Ombudsman (OOTO) is part of the Office of Children and Family Services (OCFS). The role of OOTO is to help protect the legal rights of youth who reside at certain sites , including non-secure detention, secure detention, and Close-to-Home facilities.

OOTO ombudsmen visit the sites regularly to counsel youth, take verbal reports, and provide recommendations to sites. The ombudsmen also take reports from youth, family members, attorneys, site staff, and other concerned parties who contact OOTO through phone calls, letters, or email.

Call the OOTO Helpline: 1-888-219-9818

Email OOTO at: myallies@ocfs.ny.gov.

Send a letter to:

OCFS Office of the Ombudsman
52 Washington Street, 230N
Rensselaer, NY 12144

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New York State Justice Center

The New York State Justice Center operates a statewide incident reporting system, known as the Vulnerable Persons Central Register (VPCR), which receives, investigates and tracks allegations of abuse and neglect of youth in care. If you believe your child has been abused or neglected in one of ACS’ juvenile residential programs, you can call the VPCR hotline:

Toll Free: 855-373-2122

TTY: 855-373-2123