Grievance Clerk Supervisor

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 timeframes.
• 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 clerks and support personnel.
• Establishes work priorities and assigns daily responsibilities.
• Reviews work for accuracy, completeness, timeliness, and compliance.
• Provides training, coaching, and ongoing development to assigned staff.
• Conducts or contributes to employee performance evaluations.
• Recommends personnel actions, including corrective or disciplinary action, consistent with agency policy.
• Ensures adequate staffing and continuity of grievance operations.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Inmate grievance and appeals processes within a correctional environment.
• Principles and practices of effective supervision.
• Records management and document retention practices.
• Investigative and fact-finding procedures.
• Data collection, tracking, reporting, and records maintenance.
• Professional standards, confidentiality requirements, and appropriate handling of sensitive information.
• Microsoft Office and other applicable computer applications.
• Policies, procedures, and regulatory requirements applicable to correctional operations and inmate grievances.

Ability to:

• Supervise, motivate, and develop employees.
• Manage multiple grievances, appeals, deadlines, and priorities simultaneously.
• Review information objectively and make sound, well-supported decisions.
• Identify trends, deficiencies, and recurring issues through grievance data and documentation.
• Communicate effectively with inmates, employees, supervisors, and agency leadership.
• Prepare clear, accurate, and professional reports and correspondence.
• Maintain confidentiality and exercise appropriate discretion.
• Resolve conflicts and address sensitive issues professionally.
• Establish effective workflows and hold staff accountable for timely completion of assignments.
• Work independently while exercising sound judgment.
• Maintain accurate records and meet established deadlines.
• Demonstrate professionalism, integrity, impartiality, and attention to detail.

MINIMUM QUALIFICATIONS

• High school diploma or GED required.
• Three (3) years of progressively responsible experience in clerical, administrative, records management, corrections, grievance processing, investigations, or a related field.
• At least one (1) year of experience in a lead, supervisory, or other role involving oversight of employees or work processes; OR
• An equivalent combination of education, training, and experience sufficient to successfully perform the essential duties of the position.

PREFERRED QUALIFICATIONS

• Associate or bachelor's degree in criminal justice, public administration, business administration, human resources, social services, or related field.
• Experience working in a correctional, detention, law enforcement, governmental, or public-sector environment.
• Experience administering an inmate grievance or appeals program.
• Experience interpreting policies, procedures, regulations, or compliance requirements.
• Experience using case management, records management, or grievance tracking systems.

WORKING CONDITIONS

Work is primarily performed in an office and correctional facility environment. The position may require regular interaction with inmates and agency personnel and may involve exposure to stressful, sensitive, or confidential situations.

The employee must be able to work effectively in a secure correctional environment and comply with all applicable security procedures and agency policies.

PHYSICAL REQUIREMENTS

The physical requirements described below represent those necessary to perform the essential functions of the position:

• Ability to sit, stand, walk, bend, reach, and move throughout the facility as required.
• The employee must occasionally lift or move office products and supplies, up to 15-20 pounds
• Ability to communicate effectively in person, by telephone, and electronically.
• Ability to read, write, and review documents and electronic records.
• Ability to operate standard office equipment and computer systems.
• Ability to maintain composure and exercise sound judgment in stressful situations.