Grievance Coordinator

LUTHERAN METROPOLITAN MINISTRY•Cleveland, OH

1d•$18 - $18•Onsite

About The Position

The Grievance Coordinator oversees the grievance process for Lutheran Metropolitan Ministry’s Housing & Shelter (H&S) programs, ensuring that informal and formal processes comply with agency requirements. The role investigates, responds to, and tracks grievances and complaints, and supports client rights and fair, equitable treatment of participants. The position supports safe shelter and rapid exits to housing across the Men’s Shelter, Family Overflow shelter site, and other current or emerging H&S programs. The coordinator develops rapport with clients, investigates grievances, documents progress and outcomes, determines dispositions, and provides data for agency reporting. The role also facilitates mediation and de-escalation, processes requests to return to shelter following involuntary discharge, and works with the Clients’ Rights Officer when a grievance cannot be resolved independently. The coordinator maintains relationships with community partners and helps develop strategies to prevent future grievances and improve participant satisfaction.

Requirements

High school diploma or GED required; significant related experience may substitute for education.
At least 2 years of direct experience in grievance coordination, conflict resolution, or a 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 a related field.
Training experience in crisis intervention techniques.

Responsibilities

Oversee grievance and complaint processes for Housing & Shelter programs, including the Men’s Shelter, Family Overflow shelter site, and new or emerging programs.
Develop rapport with Housing & Shelter clients.
Coordinate and conduct thorough grievance investigations, gathering relevant information and documentation to determine facts and reach reasonable, effective resolutions.
Maintain accurate grievance records, track progress and outcomes, and determine and track dispositions as substantiated or unsubstantiated and resolved or unresolved.
Provide quality data for proposal, contract, workplan, and other reporting as requested.
Alert the Clients’ Rights Officer to grievances that cannot be resolved by the coordinator alone.
Maintain positive relationships with community partners to facilitate the grievance process.
Respond to grievances in writing at a minimum and meet with clients in person when possible to discuss responses.
Facilitate mediation between participants or between staff and participants, including matters involving de-escalation, grievances, or involuntary discharges.
Process requests to return to shelter, review the behavior of participants involuntarily discharged, and meet with clients to establish return requirements.
Represent the agency in client-rights and grievance discussions with community partners as needed.
Develop and implement strategies to prevent future grievances and improve overall satisfaction.