Grievance Coordinator

Responsibilities

• Administer and oversee the facility’s detainee grievance process.
• Ensure all grievances are documented, logged, and processed according to National Detention Standards requirements.
• Track all grievances, maintaining clear and accurate records of all reports, investigations, and resolutions.
• Serve as the primary point of contact for detainees submitting grievances.
• Maintain objectivity in handling grievances, ensuring impartial review and treatment of complaints.
• Cook investigations into non-criminal grievances and complaints.
• This includes reviewing allegations, gathering documentation and testimony, and maintaining confidentiality during the process.
• Recommend necessary corrective action or policy updates based on findings from investigations.
• Refer any criminal or sensitive grievance allegations (e.g., abuse, assault, or misconduct) to the appropriate authorities or investigative body in accordance with facility and legal policies.
• Coordinate or conduct investigations into non-criminal grievances and complaints.
• This includes reviewing allegations, gathering documentation and testimony, and maintaining confidentiality during the process.
• Recommend necessary corrective action or policy updates based on findings from investigations.
• Refer any criminal or sensitive grievance allegations (e.g., abuse, assault, or misconduct) to the appropriate authorities or investigative body in accordance with facility and legal policies.
• Ensure the grievance process aligns with the National Detention Standards (NDS), federal or state requirements, and facility policies.
• Stay informed of updates or changes in NDS, ICE detention standards, or organization policies connected to detainee rights and grievance processes.
• Monitor operations to ensure compliance with grievance-related policies and procedures.
• Provide training and guidance to staff on grievance policies and procedures to ensure proper handling of detainee complaints.
• Educate staff on their responsibilities related to NDS and detainee rights.
• Monitor and analyze trends in grievances to identify recurring issues or potential systemic problems.
• Develop and submit periodic reports summarizing trends and resolution outcomes to leadership, identifying areas for improvement or further monitoring.
• Work collaboratively with facility administrators, compliance teams, medical staff, legal representatives, and any external oversight agencies to address grievances and ensure required actions are taken.
• Act as a liaison between detainees, facility staff, and external agencies in resolving specific grievance concerns.
• Respond to audit requests and provide grievance-related documentation during inspections.
• Address oversight and feedback received from audits or reviews by regulatory agencies (e.g., ICE).

Qualifications

• Minimum three (3) years of work experience in corrections, detention, compliance monitoring, or grievance management.
• Familiarity with National Detention Standards (NDS) or other detention-related regulations is strongly preferred.
• Experience working with vulnerable populations, including detainees or individuals in confinement settings.
• Familiarity with National Detention Standards (NDS) or other detention-related regulations is strongly preferred.
• Experience working with vulnerable populations, including detainees or individuals in confinement settings.
• Familiarity with correctional facility operations and detainee rights preferred.
• Training or experience in conflict resolution or mediation preferred.
• Previous experience working in PREA compliance, internal investigations, or detention center environments preferred.
• Must be able to obtain and maintain facility credentials/authorization.