Grievance Coordinator

Lutheran Metropolitan Ministry•Cleveland, OH

3d•Onsite

About The Position

A mission-driven organization, LMM has a 56-year history of service to the community and is a recognized leader in implementing best practice for safety net services and providing innovative solutions that assist people on their journey to stability, self-sufficiency, and well-being. Serving Northeast Ohio, we help people obtain job skills and employment, locate safe and stable housing, access supportive services, and overcome barriers to secure second chances in the community. The Grievance Coordinator oversees the grievance process and ensures that both informal and formal grievance processes are administered in compliance with agency requirements. They are responsible for investigating, responding to, and accounting for grievances and complaints within the Housing & Shelter (H&S) program service areas. In addition, they are responsible for client rights related activities that support fair and equitable treatment of our participants, aiming to provide safe Shelter and rapid exit to housing.

Requirements

High School Diploma or GED required
Minimum of 2 years of direct experience in grievance coordination, conflict resolution, or related field.
Experience working with people experiencing homelessness, veterans, people with substance use disorders, people with re-entry backgrounds, and/or other relevant social service populations.

Nice To Haves

Associate’s degree in Social Work, Human Services, or related field, preferred.
Significant related experience may substitute for education.
Training experience in crisis intervention techniques, a plus.

Responsibilities

Oversees the grievance and complaint process for LMM H&S programs including: The Men’s Shelter, Family Over Flow shelter site, and other new or emerging H&S programs
Develops rapport with all H&S clients
Coordinate the investigation of grievances to determine the facts and reach a reasonable and effective resolution
Conduct thorough investigations into grievances, gathering relevant information and documentation
Maintain accurate records of all grievance details, including tracking progress and outcomes
Determine and track grievance dispositions: substantiated/unsubstantiated, resolved/unresolved
Provide quality data for reporting purposes re: proposal writing, contract reporting, workplan reporting, and other reports as requested
Alerts Clients’ Rights Officer of grievances that cannot be resolved by Grievance Coordinator alone
Maintains positive relationships with community partners to facilitate grievance process for participants
Respond in writing, at a minimum, and in person if possible, to discuss response of grievances with clients
Facilitate mediation between participants, or between staff and participants, in regards to de-escalation, filed grievances, or involuntary discharges
Process “Return to Shelter” requests, review behavior of participants involuntarily discharged, meet with clients to establish requirements for return to shelter
Represents the agency with community partners in client’s rights discussions and grievance discussions as needed
Develop and implement strategies to prevent future grievances and improve overall satisfaction