Grievance Clerk Supervisor

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New Orleans, LA, US

13 days ago Requisition

POSITION SUMMARY

The Orleans Parish Sheriff’s Office (OPSO), New Orleans, Louisiana, provides care, custody, control, and rehabilitation of inmates and is committed to providing the highest level of service and security to court systems, executing court mandates, and protecting individual rights and freedoms. This mission is achieved through innovative leadership, effective programs, and the dedication of OPSO employees.

The Grievance Clerk Supervisor is responsible for overseeing the daily operations of the inmate grievance and appeals function within the Orleans Parish Sheriff’s Office. This position supervises grievance staff, ensures grievances and appeals are received, documented, assigned, investigated, tracked, and processed in accordance with established policies, procedures, applicable laws, court requirements, and agency standards.

The Grievance Clerk Supervisor ensures the grievance process is timely, consistent, accurate, and responsive while maintaining appropriate confidentiality and documentation. The position monitors staff performance, identifies operational issues, prepares reports, and works collaboratively with internal departments to facilitate appropriate responses and resolutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supervises, assigns, and evaluates the work of grievance clerks and related staff.
• Oversees the daily intake, processing, tracking, and resolution of inmate grievances and appeals.
• Ensures grievances are accurately documented, categorized, routed, and processed within established time frames.
• Reviews grievance files and responses for accuracy, completeness, consistency, and compliance with applicable requirements.
• Monitors grievance and appeal deadlines and takes corrective action when delays or deficiencies are identified.
• Coordinates with appropriate divisions, departments, supervisors, and subject‑matter personnel to obtain information necessary to investigate and respond to grievances.
• Ensures inmates receive appropriate notification regarding the status and disposition of grievances and appeals in accordance with established procedures.
• Maintains accurate and organized grievance records and ensures records are retained in accordance with agency requirements.
• Develops and maintains tracking systems, logs, databases, and reports related to grievances and appeals.
• Reviews grievance trends and identifies recurring issues, operational concerns, and opportunities for improvement.
• Prepares periodic reports and statistical summaries regarding grievance activity, volume, categories, response times, outcomes, and outstanding matters.
• Assists management in identifying systemic concerns and recommending improvements to policies, procedures, training, and service delivery.
• Ensures grievance staff understand and consistently follow established policies, procedures, and standards.
• Provides training, coaching, guidance, and performance feedback to assigned employees.
• Addresses staff performance, attendance, workflow, and conduct issues in accordance with agency policies and supervisory practices.
• Participates in the development and implementation of procedures designed to improve the efficiency and effectiveness of the grievance process.
• Responds to inquiries from inmates, agency personnel, auditors, legal representatives, and other authorized parties regarding the grievance process, as appropriate.
• Maintains confidentiality and safeguards sensitive inmate and agency information.
• Assists with audits, inspections, investigations, litigation‑related requests, and compliance reviews involving grievances and appeals.
• Ensures grievance operations are conducted professionally, objectively, and without retaliation or favoritism.
• Identifies workflow issues and recommends process improvements to enhance accountability, responsiveness, and customer service.
• Performs other duties and special projects as assigned.

SUPERVISORY RESPONSIBILITIES

• Directly supervises assigned grievance…