In the fall of 2020, the Office of Community Corrections recognized the need to streamline the statewide complaint process. Learn how to navigate the complaint process from notification to resolution. The recorded training is approximately 5 minutes. To learn more contact Ellen Dawson or Jeff Jorden.

Community Corrections Statewide Complaint Process Video Transcript

Speaker 1  00:07

In the fall of 2020, our office recognized a need to professionalize and streamline the complaint process for consistency across the state. The intent of this training is to introduce our process step by step and provide guidance to navigate how to investigate the complaint from notification to resolution.

When a complaint is received by the Office of Community Corrections known as OCC, a formal complaint notification letter will be sent to the board in that jurisdiction with a synopsis of the complaint and a requested complaint resolution date. It is the expectation of type two and type three boards respond to and investigate complaints, critical incidents or citizen inquiries.

OCC assistance may be requested or utilized if needed. Type one boards are technically not responsible for conducting investigation regarding complaints. Our office is more than happy to invite those boards to assist with the investigation to acquaint themselves with the process.

Type one boards may also conduct investigations without OCC assistance if desired. The remaining slides outline the board investigation process. investigation processes can vary based on the nature of the complaint, but some suggested methods include but are not limited to: file review, which consists of reviewing a client case file; staff interviews, which is a confidential interview between you and the staff member. This can be done over the telephone, on a virtual platform or in person; client interviews, which is a confidential interview between you and the client. This can be done over the telephone, on a virtual platform or in person; camera footage review which consists of requesting camera footage from a particular date and time to review; policy and procedure review, which consists of requesting a Progress Policy and Procedures to review.

Speaker 2  02:31

Once the board in the jurisdiction completes the investigation, they will determine the result. There are three options: substantiated, sometimes called founded, which means the complaint is found to be true. The second is unsubstantiated, which means it could not be determined whether the complaint was true or false. The third option for result is unfounded. Which means the complaint is determined to be false. The results of the investigation can be used to inform the action steps at the program level if warranted. Based on the result, the board in the jurisdiction may recommend various action steps. If at any time during the investigation the board in that jurisdiction ask questions or requires assistance, they're welcome to reach out to the Office of Community correction. This is an example of a template you can use for your investigation process. You can use this as a guide if you choose to create your own. Once the board in the jurisdiction has completed the investigation, they shall send their report to the Office of Community Corrections for review. If the Office of Community Corrections determines the investigation adequate, they will send a formal letter to the board in the jurisdiction indicating the complaint is resolved and closed. Office of Community Corrections staff will reach out to the complainant to let them know the investigation has been completed and provide them with details as applicable.

It is also recommended the board in the jurisdiction reach out to the complainant as well. It is important to note that many investigations include a review of sensitive client information. Board staff shall use caution in releasing details to individuals who are not housed in community corrections.

If Office of Community Corrections staff have questions or suggestions regarding the complaint process investigation, a resolution letter will not be sent. Board staff in that jurisdiction will be contacted to discuss the complaint and conclude the investigation.

For any questions or concerns, please contact the general office of Community Corrections email as listed on this slide (cdps_dcj_occ@state.co.us). The Office of Community Corrections would like to thank you for participating in this training.