Coordinator, Quality Standards (Grievances)

Job Summary

The Los Angeles Homeless Services Authority (LAHSA) seeks motivated professionals who want to use their talents and skills to make a difference. Our 750+ staff are flexible and passionate about enriching people’s lives. If you are mission-driven, dedicated to superior service and support, and can diligently work independently and in a collaborative environment, join our team. LAHSA is leading the fight to end homelessness in LA County. Here, not only would your work have a real impact on the community, but we also offer a comprehensive and competitive benefits package.

Created in 1993, LAHSA is a joint powers authority of the city and county of Los Angeles. As the lead agency in the HUD-funded Los Angeles Continuum of Care, we coordinate and manage over $800 million annually in federal, state, county, and city funds for programs providing shelter, housing, and services to people experiencing homelessness.

Under the direction of the Manager of Risk Management (Quality Standards Unit), this position is responsible for receiving, processing and documenting the analysis of and resolution to all grievances/complaints received from participants and/or the public regarding LAHSA and LAHSA funded programs and services. This position will also be responsible for building upon, reviewing and follows up on participant grievances that may indicate broader service satisfaction concerns, providing insights or referrals to the appropriate department for further action or systemic analysis.

This position will ensure a systematic, comprehensive, and compliance driven approach to resolving grievances, navigating exit reviews, and operationalizing the participant appeal process.

The functions listed below are intended to describe the general nature and level of work being performed and are not to be interpreted as an exhaustive list of responsibilities.

Essential Job Functions

Conduct complaint intake via fax, telephone, email or in person from participants, LAHSA Funders or community members.

Coordinate with LAHSA-funded service providers to obtain responses to new grievances as well as follow-up for existing grievances.

Coordinate the collection and organization of all grievance-related 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 LAHSA’s 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 LAHSA’s Grievance Procedure, Appeal Process, and complaints and appeals received to the LAHSA Commission or Committees as necessary.

Maintain an accurate and up-to-date 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 LAHSA’s subrecipients’ provision of services to obtain feedback.

Develop and conduct consumer satisfaction surveys about LAHSA’s 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 evidence-based approaches for participants experiencing homelessness.

Team-based project management.

De-escalation 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

Bachelor’s 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 de-escalation 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 job-related 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 LAHSA's business needs.

We are an Equal Opportunity / E-Verify Employer

Applicants may make a reasonable accommodation request for this job by calling the Human Resources Department at ; or via email at