Job Description 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. - Upload grievance investigations to ServiceDesk in the required timeframe as outlined in Directive 3376R-A to avoid any outstanding complaints. - Ensure persons in custody statement forms and all additional relevant documentation are uploaded to Service Desk. - Ensure custody statement forms and relevant documentation are signed, dated, and timestamped with a copy made available as a receipt to the persons in custody. - Ensure Grievance Disposition Forms are provided to the persons in custody and contain appropriate citations, that are clear, complete, and professionally written. - Reports promptly for duty daily in a professionally attired manner. - Submits documentation of all leave requests in a timely manner as outlined in the Time and Leave Civilian Non-Managerial Manual. - Accurately completes all statistical sections of Grievance monthly reports / logs, and data forms. - Ensures all statistical data and monthly reports are complete, accurate, and submitted in real-time. - Shares current and applicable information with administrative staff, and colleagues in real time. - Works on Special Projects as assigned. Qualifications 1. A four-year high school diploma or its educational equivalent and four years of satisfactory full-time experience in one or more of the fields of accounting, auditing, correction administration, criminal justice administration and planning, forensic science, inspection, investigation, law enforcement, personnel administration, police science, and security, or in a major operational area of the agency in which the appointment is to be made; or 2. A baccalaureate degree from an accredited college; or 3. Education and/or experience equivalent to "1" or "2" above. Additional Information The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.