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Grievance Coordinator

Lutheran Metropolitan Ministry

Job Location:

Cleveland, TN - USA

Hourly Salary: USD 18 - 18

Posted: 15 October 2026 (10 days ago)

Application Deadline: 12 January 2027

Vacancies: 1 Vacancy

Job Summary

Description

Company Description

A mission-driven organization LMM has a 56-year history of service to the community and is a recognized leader in implementing best practice for safety net services and providing innovative solutions that assist people on their journey to stability self-sufficiency and Northeast Ohio we help people obtain job skills and employment locate safe and stable housing access supportive services and overcome barriers to secure second chances in the community.

Position Summary

The Grievance Coordinator oversees the grievance process and ensures that both informal and formal grievance processes are administered in compliance with agency requirements. They are responsible for investigating responding to and accounting for grievances and complaints within the Housing & Shelter (H&S) program service addition they are responsible for client rights related activities that support fair and equitable treatment of our participants aiming to provide safe Shelter and rapid exit to housing.

Some of the duties include:

Oversees the grievance and complaint process for LMM H&S programs including: The Mens Shelter Family Over Flow shelter site and other new or emerging H&S programs
Develops rapport with all H&S clients
Coordinate the investigation of grievances to determine the facts and reach a reasonable and effective resolution
Conduct thorough investigations into grievances gathering relevant information and documentation
Maintain accurate records of all grievance details including tracking progress and outcomes
Determine and track grievance dispositions: substantiated/unsubstantiated resolved/unresolved
Provide quality data for reporting purposes re: proposal writing contract reporting workplan reporting and other reports as requested
Alerts Clients Rights Officer of grievances that cannot be resolved by Grievance Coordinator alone
Maintains positive relationships with community partners to facilitate grievance process for participants
Respond in writing at a minimum and in person if possible to discuss response of grievances with clients
Facilitate mediation between participants or between staff and participants in regards to de-escalation filed grievances or involuntary discharges
Process Return to Shelter requests review behavior of participants involuntarily discharged meet with clients to establish requirements for return to shelter
Represents the agency with community partners in clients rights discussions and grievance discussions as needed
Develop and implement strategies to prevent future grievances and improve overall satisfaction

Qualifications

High School Diploma or GED required; Associates degree in Social Work Human Services or related field preferred. Significant related experience may substitute for education. Minimum of 2 years of direct experience in grievance coordination conflict resolution or related field. Experience working with people experiencing homelessness veterans people with substance use disorders people with re-entry backgrounds and/or other relevant social service populations. Training experience in crisis intervention techniques a plus.

LMM is an Equal Opportunity Employer that recognizes the value of having staff who reflect different life experiences and offer excellent benefits generous PTO and respectable wages.

Join our team! Go to: to complete an online application and attach a cover letter (with salary requirements) and resume. The hourly rate for this position is $18.00. Applications accepted until position is filled.

Required Experience:

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