Constituent Relations & Grievance Specialist

City of New York; New York (NY); On-site; USD 71,000 - 82,000; Full time

Benefits offered by this job

Public Service Loan Forgiveness

Job summary

City of New York’s Department of Correction seeks a Constituent & Grievance Service Specialist/Coordinator to manage complaints from individuals in custody and the public. You will coordinate investigations, conduct field visits, and prepare formal responses, ensuring timely, accurate handling per department protocols.

Under the Executive Director of Constituent Services, you will monitor caseloads, contribute to policy improvement, and support training materials while maintaining ethical and

Qualifications

• Bachelor's degree required; two years of full-time paid experience in correction, social work, psychology, law, public administration or related field.
• Alternative: high school diploma with four years of relevant experience as described in item 1.
• Graduate degree in social work, psychology, law, criminal justice or public administration may substitute up to one year of experience.

Responsibilities

• Receive, review, and process complaints from people in custody and constituents via email, phone, correspondence, and electronic systems.
• Investigate, categorize, escalate, and respond to complaints; manage caseload from intake to closure.
• Conduct field visits to Department facilities and interview people in custody to clarify complaints or grievances.
• Prepare verbal responses and written communications for people in custody, constituents, and external stakeholders.
• Monitor cases, deadlines, and performance metrics; prepare reports and identify trends.
• Assist with training materials, and contribute to program operations and quality assurance.

Skills

Interpersonal skills

Communication

Writing

Analytical skills

Research skills

Problem solving

Organization

Education

Bachelor's degree

High school diploma + related experience

Job description

City of New York’s Department of Correction seeks a Constituent & Grievance Service Specialist/Coordinator to manage complaints from individuals in custody and the public. You will coordinate investigations, conduct field visits, and prepare formal responses, ensuring timely, accurate handling per department protocols.

Under the Executive Director of Constituent Services, you will monitor caseloads, contribute to policy improvement, and support training materials while maintaining ethical and