Position: Grievance Investigator
Location: Santa Clara County (Primary) Sonoma County (as needed)
Reports to: Senior Director, Quality Control
Status: Full Time, Exempt
Compensation: $69,000/Annually
ABOUT HOMEFIRST
Established in 1980, HomeFirst™ is a nonprofit organization passionately working to end homelessness. We serve the Bay Area community through low-barrier programming and systems leadership – meeting each person where they are by offering support and resources that address immediate and long-term housing needs. With nearly 45 years of experience, we view housing as a fundamental human right and understand that solving homelessness requires a collaborative effort.
POSITION OVERVIEW
The Grievance Investigator provides support in coordinating responses to and investigating participant concerns in a professional, timely and compassionate manner. Works closely with the Risk Manager, Quality Control Manager and program leadership to identify risk areas and service gaps and develop appropriate, evidence based improvement plans. This position will primarily be based in Santa Clara County with occasional travel to Sonoma County required. Travel is required across all HomeFirst program locations to investigate and respond to client concerns, including Gilroy, San Martin, San Jose, Santa Clara and Sonoma County .
REPORTING RELATIONSHIPS
This role reports to the Senior Director, Quality Control
PRIMARY RESPONSIBILITIES
Investigation, Grievance resolution, Analysis and risk identification
- Coordinate investigation and response to participant concerns and grievances.
- Ensure compliance with internal grievance and appeal processes.
- Ensure compliance with contractual requirements around grievances and addressing and reporting participant concerns.
- Investigate and respond to participant concerns, weighing evidence to conduct impartial, thorough, and timely investigations of complaints.
- Work to ensure access to grievance filing and availability of information to participants at all sites.
- Central monitoring and tracking of agency wide grievances.
- Drafting comprehensive investigative reports, making recommendations and findings.
- Provide regular updates to Compliance Committee on YTD grievances and escalated concerns.
- Conduct annual grievance review and trend analysis.
- Work with Senior Director, Quality Control and site managers to develop and update policies and procedures
- Deliver training and instruction on related topics and policies.
Knowledge and Experience
- People with lived experience encouraged to apply
- Experience working directly with individuals who may be experiencing mental health and/or addiction crisis
- Experience with investigations, including interviewing witnesses and reviewing evidence
- Preferred, not required: Bachelor’s degree in social work, sociology, psychology or related human services field
- Experience working in homeless services or related human services field preferred
- Fluent in Microsoft Office suite, with particular emphasis on Excel
- Valid CA driver’s license and insurance, and reliable transportation
QUALITIES:
- Able to work independently
- Excellent customer service skills
- Ability to interface with the homeless population in a professional and compassionate manner.
- Highly organized in task management, record keeping, and communication.
- Collaborative and enjoys a team-oriented environment. They are proactive about communicating needs to the appropriate team-member.
- HomeFirst is a diverse company in a diverse field, and the Grievance Investigator desires to work with people from a variety of social and economic backgrounds.
- Self-directed and flexible
General
· Attends all job-related meetings, including staff meetings and agency-wide meetings
· Represents the agency in public speaking events as requested
· Participates in opportunities for learning and skill maintenance/development, including internal and external training and workshops
· Assists with other duties assigned
BENEFITS
HomeFirst provides comprehensive benefits, including 100% employer-paid medical, dental, and vision coverage and additional wellness options like chiropractic care, mental health support, pet insurance, and an Employee Assistance Program. We offer a 401(k)-retirement plan with generous matching, life and disability insurance, flexible spending accounts, commuter benefits, and workers’ compensation. Employees enjoy 12 holidays, sick leave, and PTO starting at 15 days annually, increasing with tenure, plus 4 hours of civic engagement leave annually to volunteer.
ORGANIZATIONAL EQUITY STATEMENT
At HomeFirst, diversity, equity, and inclusion guide our services, workplace, and decisions. Recognizing housing as a social justice issue, we prioritize equitable practices, honor lived experiences and uphold dignity for all. By fostering belonging, accountability, and continuous improvement, we embed DEI values in our processes, recruitment, and leadership, striving for excellence at every level.
HomeFirst Services is proud to be an Equal Opportunity and Affirmative Action employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Additionally, HomeFirst Services participates in the E-Verify program, as required by law.
HomeFirst Services is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or an accommodation due to a disability, please let your recruiter know.
