Coordinator, Quality Standards (Grievances)
Coordinator, Quality Standards (Grievances)
Posted on :
10-05-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 68640 - 95803
Vacancy
1 Vacancy
Posted on :
10-05-2025
Job Description
Job Summary
Essential Job Functions
- Conduct complaint intake via fax telephone email or in person from participants LAHSA Funders or community members.
- Coordinate with LAHSAfunded service providers to obtain responses to new grievances as well as followup for existing grievances.
- Coordinate the collection and organization of all grievancerelated documentation paperwork. Review the evidence obtained (complaint form complaint response form and any additional relevant information) to ensure proper investigation and create grievance resolution notice summarizing grievance response LAHSA action and outcome.
- Receive appeals from participants LAHSA Funders or community members for the purpose of determining if service providers followed due process according to their approved grievance and termination procedure.
- Coordinate the provision of information to Grants Management and Compliance and Programmatic staff to assist in the design of technical assistance to providers.
- Coordinate the process of approving and routing of Grievance Resolutions with the Quality Standards Coordinator.
- Inform grievant and service provider of LAHSAs decision on the appeal.
- Participate in grievance and termination related site visits.
- Convene the LAHSA Grievance Appeal Committee to review the appeal and recommend a determination to LAHSA Management.
- Provide reports and information related to LAHSAs Grievance Procedure Appeal Process and complaints and appeals received to the LAHSA Commission or Committees as necessary.
- Maintain an accurate and uptodate database of open and closed complaints and appeals.
- Coordinate with LAHSA departments and LAHSA funded service providers in the implementation of a customer satisfaction program.
- Gather information regarding consumer satisfaction from LAHSAs subrecipients provision of services to obtain feedback.
- Develop and conduct consumer satisfaction surveys about LAHSAs provision of services to obtain feedback.
- Develop and support the notification process for received grievances related to unhealthy/inadequate living conditions to ensure the information is obtained and addressed by Environmental Health as required by AB362.
- Support the Matching team to ensure any transfer requests are substantiated and documented in accordance with LAHSA contractual requirements.
- Support the Resource and Referral and Matching teams on any grievance referral connections or grievance transfer requests for participants involved in the termination process.
- Support service providers to understand and update their procedures if the request is denied due to the termination not complying with LAHSA contractual standards.
- Work in conjunction with the Domestic Violence team within LAHSA to ensure the required procedures have been taken and were met for any requested Domestic Violence and VAWA transfers. Provide technical assistance to service providers supporting the understanding revision and implementation of procedures that will meet the criteria related to Domestic Violence and VAWA transfers.
- Perform other duties and special projects as assigned.
Knowledge Skills & Abilities
- Systems and programs that impact homeless individuals and families including chronically homeless persons and homeless program funding sources regulations requirements and procedures.
- Ability to work with participants in crisis.
- Understanding of evidencebased approaches for participants experiencing homelessness.
- Teambased project management.
- Deescalation techniques.
- Intermediate and advanced level of computer software programs specifically Microsoft Office (Word Excel Access Power Point and Outlook) Microsoft Project Management and the Internet
- Experience with Survey.
Training & Experience
- Bachelors degree in social sciences or related field from an accredited college or university.
- Candidates must possess a minimum of two (2) years of experience in homeless services or similar positions/fields.
- A successful candidate is required to have strong knowledge of the social services field conflict resolution and deescalation techniques and be able to work with homeless populations in crisis.
- Any combination of extensive and applicable work experience and educational credentials to perform the above duties successfully.
LICENSE
A valid California Class C Driver License is needed to carry out jobrelated essential functions. The candidate must have a good driving record for a minimum of three (3) years.
Work Schedule
The Chief Executive Officer or designee may change the schedule of positions between hybrid and fully onsite as necessary to accomplish LAHSAs business needs.
We are an Equal Opportunity / EVerify Employer
Applicants may make a reasonable accommodation request for this job by calling the Human Resources Department at (213); or via email at
Required Experience:
IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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