Grievance Manager

Akima, LLC•El Paso, TX

12h•Onsite

About The Position

Job Purpose: Provides department oversight of all detainee grievances or complaints for the Camp East Montana Detention Facility in El Paso, TX. The position is a member of the contract Program Management Office and requires confidentiality and discretion. The position reports to the PREA Coordinator position, is required to obtain PREA investigator certification, and also acts as the PREA Coordinator in his/her absence. The nature of the position precludes it from becoming a member of any bargaining unit. General Description of Duties: The Grievance Manager Officer oversees and actively participates in the investigations and responses to detainee complaints and or allegations. Program Grievance Officers directly report to the Grievance Manager, who confirms their responses to internal and external inquiries provide clear and concise responses to submitted complaints, grievances, and allegations of violations of standards, policies, rules, and regulations. The Grievance Manager ensures compliance with deliverable timeframes, maintains a tracking log of all grievances, uploads reports as required by the contract and ICE. Interacts with and carries out direction of the AGS Project Manager (PM) and Assistant Project Manager (APM)

Requirements

Bachelor’s degree from an accredited university or college in a related field such as Law Enforcement or Criminal Justice; a degree in psychology can also be considered related by providing understanding and analysis of criminal behavior, crisis negotiation, and investigative support. The degree requirement may be satisfied by completion of a career development program that includes work-related experience, training, or college credits at a level of achievement equivalent to the bachelor’s degree.
Has received formal investigations training
Has a minimum of two years supervisory experience
US citizen or a person lawfully admitted into the United States for permanent residence and have resided in the U.S. for the last five years
Pass a criminal background and consumer credit check (no criminal record)
Obtain and maintain a DHS/ICE government clearance
Pass all pre-employment and random drug tests
At least 21 years of age
Possess a valid state driver's license
Minimum of Five years of Military, Security, Law Enforcement, Detention, or Corrections experience demonstrating the following:
Previous investigative experience. Preferably within the detention / law enforcement environment.
Greet and deal tactfully and professionally with the general public
Exercise good judgment, courage, alertness, an even temperament, and render satisfactory performance through his/her responsibilities
Maintain poise and self-control during potential emergencies and unexpected situations that may involve mental and physical stress such as disturbances, altercations, fires, and building evacuations
Maintain minimum expected fitness standards for law enforcement operations
Skilled in written and oral communication, such as preparation of correspondence, reports, and other documents; the ability to brief or otherwise convey plans, policies, and guidelines, and tactfully and diplomatically resolve problems and convince others to adopt recommendations made.
A thorough knowledge of the methods, principles, and practices of ICE detention; a thorough knowledge of the laws, rules, regulations, administrative processes, standards (including ICE National Detention Standards)
Required to fluently speak, read, write, and understand English; and Spanish is a plus
Must demonstrate good judgement, problem solving capabilities, keen attention to detail, self-driven, strong organization skills, ability to multi-task, possess computer skills, proficient in MS Office, the ability to work independently on several cases at a time, professionalism, time management skills and the ability to adjust / adapt to an ever-changing environment, change in mission and or protocols.
Accurately and professionally investigate complaint, grievances and allegations initiated by detainees at the facility
Concisely and accurately prepare and write reports of findings and decisions
Pass and maintain required medical and physical testing requirements and standards
Maintain a professional personal appearance, calm demeanor, and discretion with confidential information
Possess a high degree of integrity, accountability and adhere to the DHS ICE National Detention Standards
Ability to work with a diverse population of people, including people of different cultures, with different values and lifestyles, with a cross cultural perspective.

Nice To Haves

Spanish is a plus

Responsibilities

The Grievance Manager oversees Grievance Officers, manages and investigates detainee grievances, conducts witness interviews, reviews CCTV footage, adheres to standard investigatory protocols, ensures compliance with NDS and PREA standards, provides a detailed response to internal and external inquiries. Ensures deliverable timeframes are met and interacts with the PM, APM and ICE / ERO staff as necessary. Monitors and evaluates grievances, identifies trends and ensures a grievances tracking system is in place and utilized to maintain adequate records of all grievances and responses. Ensure compliance with PBNDS, ACA and all other rules and regulations of the facility.
The Grievance Manager oversees Grievance Officers and also actively participates in investigating detainee grievances, allegations of improper conduct and or activity; and provided resolution.
Conducts interviews of witnesses and subjects. Maintains interview notes and records
Reviews CCTV footage for evidence of facts
Maintain a grievance tracking system
Maintain copies of all investigations, grievances, and reports
Ensure compliance with all required deadlines
Apprises management of significant findings
Establishes and uses a standard format for all investigation reports to ensure documentation is thorough and complete
Use the TTD or language lines as necessary
Performs other duties as assigned