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Improvements to the grievance process based on Board of Correction recommendations
3:49:56
ยท
115 sec
Council Member Stevens inquires about the implementation of recommendations from the Board of Correction's grievance report. Bureau Chief Sherrieann Rembert outlines several improvements made to the grievance process.
- A public-facing system was launched in January 2024 for the community to check complaint statuses
- An application for submitting grievances via tablets was developed in February
- 434 complaints were received via PC tablets as of December 31, 2024
- DOC continues to review and explore implementing the majority of the recommendations
Althea Stevens
3:49:56
Grievances.
3:49:58
The board of correction recently released a grievance report where they laid out specific recommendations to streamline the grievances process including implementing digital solutions, increasing the frequency of grievances coordinated in offices tours, and productively producing providing daily updates to the PICs on their grievance status amongst others.
3:50:23
Have you read this report?
3:50:24
Which of those recommendations have you taken into consideration by the department?
Sherrieann Rembert
3:50:29
Good afternoon again.
Althea Stevens
3:50:30
Oh, here you go.
Sherrieann Rembert
3:50:32
Yes, it's me.
3:50:36
Good afternoon again.
3:50:37
Yes.
3:50:37
So we I I've we have read the report and some initiative improvements came out of that report.
3:50:44
So in January 2024, the office of grievance office of a constituent in grievance services launched a public facing system where the community at large may attain status in outcome of a complaint.
3:50:59
And the complaint matter outcomes are available dating back to July 2023.
3:51:04
Thus far, we have 2,633 that came in to the publics for the public figuring facing system.
3:51:13
In reference to your tablets in February, OCGS, developed an application in ABN PIC to submit grievance via tablets, enhancing access to grievance processes.
3:51:26
As of 12/31/2024, OCGS had received 434 complaints, via the PC tablet, averaging, on about 54 complaints per month.
3:51:41
And we would continue to streamline and review the the recommendation and explore all the majority of the recommendations that we can that we can implement in our agency.
Althea Stevens
3:51:51
How many calls are made on average each month to three zero one about DOC?