Finding Purpose in Service: A Counselor’s Journey at Rikers Island

We recently spoke with Wilfredo Cotto Jr., a CPE intern at North Shore University Hospital in Manhasset, NY, about his work as an Associate Correctional Counselor at Rikers Island. As one of the largest correctional facilities in the country, Rikers houses thousands of individuals awaiting trial or serving short sentences. In this interview, Wilfredo reflects on his path to CPE, how this experience is shaping his work, and the insights he’s gained while accompanying others in a place many seek to forget.

Q: Can you describe your decision to become a counselor at Rikers Island and how your ACPE training equipped you for the unique challenges of working in a correctional facility?

A: I always wanted to help people. I also wanted to follow in my father's footsteps serving the public interest. I got my start working for the NYC Administration for Children's Services (ACS) as a Child Protective Specialist. To be honest, my initial decision to become an Associate Correctional Counselor for the NYC Department of Correction was to escape ACS. I was burnt out and needed a change, but I wanted to remain in city employment. I applied for the job without much expectation—and now it will be nine years this month (March 2025). The CPE training has enhanced my emotional intelligence significantly. My emotional self-awareness has sharpened, and I'm more attuned to my emotional state, helping me avoid burnout. My emotional self-care has become more consistent, especially after intense workdays. I've developed a solid self-care routine to maintain my emotional, mental, and physical well-being while managing the acute stressors of working at Rikers Island. The CPE action-reflection-action model has been invaluable in approaching the job in this rejuvenating way.

Q: How specifically did your CPE learning about empathy, active listening, and pastoral care transform your approach to counseling incarcerated individuals?

A: CPE has enhanced my ability to connect with and understand others' emotional states. Working directly with patients has deepened my empathy for people in custody. Through CPE, I've developed stronger skills in understanding and sharing others' feelings. My active listening has improved—I'm better at recognizing emotional language and interpreting body language of those in custody. These enhanced skills have enriched both individual and group counseling sessions, creating a safe space where people feel comfortable sharing their feelings.

Q: Can you share a poignant or transformative experience from your work at Rikers Island? How did your ACPE training inform your response and support to the individual?

A: During my years at the Department of Correction, I've witnessed many transformative experiences, but one recent moment stands out. I met a young adult who believed he would amount to nothing in life. By using the Spiritual Aim Model, I focused on actively listening and valuing his story, creating a meaningful connection—a community of two—as I kept him company. After several days of conversation, he shared his business plan with me: he wanted to start his own barbershop and open a nonprofit to give back to his community. He expressed gratitude that someone had listened to his story and believed in him when he felt hopeless in jail. He realized that he could learn from this experience and move forward to accomplish positive things in his life.

Q: Based on your experience at Rikers Island, how has your understanding of rehabilitation, personal transformation, and human potential evolved? How has this impacted your approach to counseling?

A: My understanding of rehabilitation, personal transformation, and human potential has evolved positively through this work. As I continue learning, my emotional intelligence grows—allowing me to better empathize with people in custody and improve relationship management. This has transformed my approach to counseling beyond simply providing services. I now focus on offering comprehensive emotional support to help individuals truly explore matters of the heart.

Do you have a story that you believe the ACPE community should hear? We’re always looking to feature voices from the field. Share your experience and help shine a light on the work being done every day.