Grievance Coordinator

Amentum•El Paso, TX

6d•Onsite

About The Position

The Grievance Coordinator is responsible for overseeing the grievance process to ensure that detainees’ concerns, complaints, and grievances are received, investigated, and resolved in compliance with the National Detention Standards (NDS) and facility policies. The coordinator ensures that grievances are handled expeditiously, fairly, and in a transparent manner. Additionally, the coordinator plays a key role in identifying systemic issues that could impact detainee conditions of confinement and makes recommendations for corrective action.

Requirements

Minimum three (3) years of work experience in 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.
Must be able to obtain and maintain facility credentials/authorization.
US Citizenship is required for facility credentials/authorization at this work location.

Nice To Haves

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.

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.
Ensure detainees have access to the grievance system and are informed of the procedures for filing grievances at intake and throughout their detention.
Maintain objectivity in handling grievances, ensuring impartial review and treatment of complaints.
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).
Other duties as assigned to support the effective management of detainee grievances.