Constituent & Grievance Solutions Specialist

Department of Correction; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness

Job summary

The New York City Department of Correction (DOC) seeks a Constituent & Grievance Service Specialist/Coordinator under the Office of Constituent and Grievance Services. You will handle intake, coordinate investigations, and engage with facilities to resolve complaints from people in custody and their families.

Responsibilities include field visits, preparing responses, tracking deadlines, and identifying trends to improve processes.

Qualifications

• A baccalaureate degree from an accredited college or university and two years of full-time paid experience in correction, social work, psychology, law, public administration or related field providing direct services to an inmate or detention population within a correctional or related facility.
• A four-year high school diploma or its educational equivalent approved by a State’s Department of Education or a recognized accrediting organization and four years of full-time paid experience as described above.
• Education and/or experience equivalent to the above; service as an inmate may substitute for up to two years; graduate degree may substitute for up to one year with at least one year of required experience.

Responsibilities

• Receive, review, and process complaints from people in custody and constituents through multiple intake channels.
• Conduct preliminary reviews, investigate and resolve complaints by determining category, urgency, routing and outcome.
• Coordinate investigations and communicate with correctional facilities and divisions to obtain information, updates and results.
• Manage assigned complaint caseload from intake through closure.
• Prepare verbal responses and written correspondence for people in custody, constituents and external stakeholders.
• Conduct field visits to facilities to discuss complaints and grievances with people in custody.
• Escalate urgent matters and monitor deadlines and follow-up requirements.
• Identify trends, monitor performance metrics, and assist with training materials and process improvements.

Skills

Interpersonal skills

Communication skills

Written communication

Analytical thinking

Research

Organizational skills

Deadline management

Education

Bachelor's degree

Two years experience in related field

High school diploma + four years experience

Tools

MS Word

MS Excel

MS Outlook

PowerPoint

Job description

The New York City Department of Correction (DOC) seeks a Constituent & Grievance Service Specialist/Coordinator under the Office of Constituent and Grievance Services. You will handle intake, coordinate investigations, and engage with facilities to resolve complaints from people in custody and their families.

Responsibilities include field visits, preparing responses, tracking deadlines, and identifying trends to improve processes.