Company Description

A mission-driven organization, LMM has a 56-year history of service to the community and is a recognized leader in implementing best practice for safety net services and providing innovative solutions that assist people on their journey to stability, self-sufficiency, and well-being. Serving Northeast Ohio, we help people obtain job skills and employment, locate safe and stable housing, access supportive services, and overcome barriers to secure second chances in the community. 

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, 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 is an Equal Opportunity Employer, that recognizes the value of having staff who reflect different life experiences and backgrounds. We offer excellent benefits, generous PTO and respectable wages.

Join our team!  Go to: https://www.lutheranmetro.org/get-involved/careers/  to complete an online application and attach a cover letter (with salary requirements) and resume. The hourly rate for this position is $18.00. Applications accepted until position is filled.