Ohio Means Jobs Cleveland Cuyahoga County is sourcing for a Grievance Coordinator for Housing and Shelter program service areas. 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. Essential Job Responsibilities • 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 regard to de-escalation, filed grievances, or involuntary discharges • Record daily updates of re-admittance status to H&S database of client bans and sanctions • Process "Return to Shelter" requests, review behavior of participants involuntarily discharged, meet with clients to establish requirements for return to shelter • Consult with Clients' Rights Officer and Operations Director as needed re: return to shelter • Facilitates monthly Shelter Solution Committee group; provide minutes to Shelter Management Team for review and response • 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 Other Job Responsibilities • Actively participates in quality improvement activities of the program/agency • Maintain high standards of ethical and professional conduct in terms of privacy of client information and adherence to confidentiality policies & upholds the service philosophy • Comply with policies and procedures governing the program and agency and consults with appropriate administrative staff regarding issues posing potential risk • Build and maintain positive relationships with peers and other programs and departments within the organization • Perform other duties as assigned that support the mission of the agency *Required Knowledge, Skills and Abilities • Familiarity with relevant laws, regulations, and industry standards governing grievance procedures in social services or housing programs • Demonstrated ability to handle crisis situations calmly and effectively • Understanding and appreciation of cultural diversity, with the ability to interact sensitively with individuals from various cultural backgrounds • Excellent communication and interpersonal skills, and ability to work effectively under press