Whether formal or informal, verbal or written, communications from offenders to staff should be passed along in writing to the CTCs, PPO IIs, and PPO IIIs supervising offenders. The CTCs, PPO IIs, and PPO IIIs (or management staff in certain circumstances) should make note of these communications in the offender's ICON computer file using Generic Notes.
All levels of management staff are accessible to converse or meet with offenders whether direct contact is made through telephone conversation, personal meeting, or through the offender using the appropriate steps of the Client Grievance Procedure (attached). The Client Grievance Procedure is given to, reviewed with, and acknowledged through signature, by new offenders upon entry to supervision in one of the District's programs.
CTCs, PPO IIs, and PPO IIIs are expected to meet with the offenders under their supervision in the facilities to discuss the offender's needs, referrals, expectations, improvements, and budgets. Field agents will meet with offenders, as scheduled, dependent on program contact level or as necessitated by the needs of the offender.
CLIENT GRIEVANCE PROCEDURE
All clients under the supervision of the Department of Correctional Services shall have the right to file a grievance in the following manner:
DEFINITION: Any client of the Department of Correctional Service may file a grievance to the appropriate official when he/she believes his/her rights have been or are about to be violated by administration actions and conditions or correctional control, treatment and other services. The client may also appeal the initial grievance decision to the Director, who has final authority.
PROCEDURE: The following is the procedure for filing a grievance:
STEP 1 - a grievance may be presented to the Correctional Services Officer either orally or in writing. The officer will respond verbally within twenty-four (24) hours.
STEP 2 - if the client is not satisfied with the decision of the Correctional Services Officer, he/she may appeal said decision and present a written grievance to the Correctional Services Supervisor within twenty-four (24) hours after the initial decision was made. The Correctional Services Supervisor shall investigate the complaint and respond in writing within three (3) working days.
STEP 3 - clients may appeal the decision of the Correctional Services Supervisor to the Division Manager in writing within three (3) days of notification of the decision at the previous step. The Division Manager shall respond in writing within three (3) working days.
STEP 4 - clients may appeal the decision of the Division Manager to the Director in writing within five (5) days of notification of the decision at the previous step. The Director shall respond in writing within ten (10) working days. The Director has the final authority.
STEP 5 - if, however, the client is still dissatisfied with the decision, he/she may choose to consult with an attorney at the client's expense, or choose to file a written grievance with the office of the Citizens' Aide/Ombudsman by writing to:
215 East 7th Street
Des Moines, Iowa 50309
EMERGENCY GRIEVANCE: If the complaint of the client is found to be of an emergency nature by the Correctional Services Officer, he/she shall initiate direct verbal communication with the Correctional Services Supervisor and the Division Manager, who will respond verbally to the complaint as soon as possible. If the complaint is found not to be of an emergency nature by the Correctional Services Supervisor and/or the Division Manager, he/she may advise the client to file the grievance in the usual manner as set forth in this procedure.
I HAVE READ AND / OR HAVE HAD READ TO ME THIS CLIENT GRIEVANCE PROCEDURE AND DO UNDERSTAND WHAT IT SAYS AND WHAT IT MEANS.
SIGNED ____________________________________ DATE __________________
SIGNED ___________________________________ DATE __________________
Correctional Services Officer