How To Videos

Create a Grievance Form

Managing Grievances

Create a Grievance Category

FAQs

What is a grievance?

The grievance process in a facility enables an inmate the opportunity to seek a formal review of any issue related to his or her confinement where the inmate believes they have been adversely affected.

What is an inmate request?

The request process in a facility enables an inmate the opportunity to obtain something or communicate something, like missing toilet paper or reporting a broken sink.

What is the difference between a grievance and a request?

Grievances offer a formal review process with the ability for an inmate to appeal at multiple levels.

Can inmates appeal a grievance?

Yes, if the facility has more than one level of grievance review set up.

How many appeal levels can I assign to a grievance category?

A facility can assign up to 99 levels but facilities typically have 3 or 4 levels per grievance category.

How does an inmate submit a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks the “Create New Grievance” sub-tab, then picks a grievance category.
  3.      He/She fills out the associated form and clicks send.

How does an inmate appeal a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks on the “Closed” button.
  3.      Clicks on the desired grievance listing.
  4.      Then clicks on the “Appeal” button.

An inmate can appeal as long as the inmate appeal deadline has not passed on that specific grievance.

How many appeal levels can I assign to a grievance category?

A facility can assign up to 99 levels but facilities typically have 3 or 4 levels per grievance category.

How does an inmate submit a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks the “Create New Grievance” sub-tab, then picks a grievance category.
  3.      He/She fills out the associated form and clicks send.

How does an inmate appeal a grievance?

  1.      Using a station or tablet, an inmate clicks on the “Grievances” tab.
  2.      Clicks on the “Closed” button.
  3.      Clicks on the desired grievance listing.
  4.      Then clicks on the “Appeal” button.

An inmate can appeal as long as the inmate appeal deadline has not passed on that specific grievance.

What if a user needs to ask an inmate a question before closing a grievance?

  1.      The user write their question to the inmate in the “Respond to Resident” box.
  2.      Then check the “Allow inmate to respond” checkbox. This gives the inmate the ability to do a one-time response from either a tablet or station.

How do I set up the deadlines on grievances?

Deadlines can be created during the category setup process or edited at a later time.

  1.      Go to “Settings,” then click on the “Grievances” tab.
  2.      Click the “Categories” sub-tab.
  3.      To set deadlines on a new category, click “New Category.”
  4.      To set deadlines on a category you’ve already created, click “Edit” on the desired category.
  5.      Be sure your category type is set to “Grievance.”
  6.      Enter the deadlines in the levels section.

For each level you’ve set up, you can set individual deadlines for resolve and appeal.

How do I assign levels to users in the grievance review process?

Users can be assigned to different levels in the grievance review process. On each grievance form, you can assign users to a level which enables them to close the status of the grievances that are in their assigned level. Users that are assigned to grievances can view any grievance, but they can only change status for those assigned to their level.

Where do users manage grievances?

For day-to-day management, users access grievances in the following places:

  •  SNAP Customers: In SNAP under the “Members” menu, click the “Grievance/Inmate Requests” tab.
  • Tablet-Only Customers: In Telmate Command Center, click the Grievances icon in the navigation bar on the left.

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