Grievance Coordinator

Company Description A mission-driven organization, Lutheran Metropolitan Ministry (LMM) serves people in Northeast Ohio and walks with them on their road to self-sufficiency. LMM helps empower people to overcome barriers, obtain job skills, gain employment, locate safe and stable housing, access counseling and support services, stay out of prison, and secure second chances in community. Our mission is to promote shalom (peace, well-being) and justice (right relationships) through a Christian ministry of service and advocacy with those who are oppressed, forgotten and hurting. Position Summary 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. ** ** Some of the duties include: - Oversees the grievance and complaint process for LMM H&S programs including: The Men's Shelter at 2100 Lakeside, 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 ** ** Qualifications High School Diploma or GED required; Associate's degree in Social Work, Human Services, or related field, preferred. Significant related experience may substitute for education. 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. Training experience in crisis intervention techniques, a plus. LMM offers a number of benefits for full time staff including, but not limited to: medical dental, vision, disability, life, generous paid time off and a 403 (b) retirement savings plan. LMM embraces cultural diversity and is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran, and a Drug-Free Workplace.