Grievance Investigator

The New York City Department of Correction (DOC) is an integral part of the City’s evolving criminal justice system, participating in reform initiatives and strategies aimed to move the City towards a smaller jail system without compromising public safety. The DOC is responsible for maintaining a safe and secure environment for our employees, visitors, volunteers, and people in our custody. Importantly, safe jails enable DOC to provide people in custody with the tools and opportunities they need to successfully re-enter their communities. The DOC operates facilities and court commands across the five boroughs with more than 7,500 diverse professionals and knowledgeable experts.

The Office of Constituent and Grievance Services (OCGS) is hiring Grievance Investigators who are responsible for conducting accurate, thorough, and timely fact-finding investigations of persons in custody’s grievances and electronic complaints; the administration of the grievance process in each housing facility to which they are assigned, the investigation of the grievable complaints they receive, and ensuring that complaints are addressed in compliance with this Directive. Reports to the Grievance Manager or designee. Grievance Coordinators/Officers facility assignments are based on the need of the overall OCGS operation. Provides an overview of Grievance operation procedures and has a general knowledge of overall OCGS operations.

Grievance Investigator Expectations:

• Assures Constituent and Grievance Services is visible, accessible, and credible among

persons in custody.

• Effectively communicate any operational challenges and trending concerns presented by

persons in custody in a timely manner to applicable line, supervisory, and executive staff.

• Responds in a timely manner to all chains of communication from leadership.
• Implements all instruction provided, and requests assistance as needed in a timely manner.
• Accepts supervision, direction, feedback from supervisory staff and adapts to revised

operational procedures in real-time.

• Adheres to all deadlines and ensures any inability to meet deadlines is communicated in writing

to the immediate supervisor prior to the provided completion date.

• Conduct daily audits of the Grievance boxes ensuring to retrieve all submitted documents and

ensure the maintenance of the boxes are of a satisfactory and operable manner.

• Conduct at a minimum of 3 tours per week of assigned housing areas to afford persons in

custody the opportunity to file a grievance.

• Ensure all housing areas are provided with an adequate amount of persons in custody

statement forms.

• Advise facility administrative staff and OCGS management of complaint matters as evidenced

by grievance trends.

• Develop a professional rapport with Uniform and Non-Uniform staff in facilities.
• Utilize inter-personal communication, be responsive and cooperate with colleagues and

executive staff.

• Ensure all Grievance related logbooks are accurately updated daily, and all required filings are

conducted in a well-organized and structured manner as required by Directive 3376 R-A.

• Effectively and promptly log all persons in custody grievances and concerns utilizing Service

Desk in a complete and accurate manner as outlined in Directive 3376R-A.

• Ensure grievance investigations are completed in an accurate, detailed manner.

Preferred Skills

• Minimum of 1-3 years’ experience in a relevant field, preferably local government.
• Strong computer skills including Outlook, Word, PowerPoint and Excel;
• Excellent verbal and written communication skills;
• Ability to multi-task and adapt to changing needs and priorities.

INVESTIGATOR (DISCIPLINE) (DOC - 31164