Grievance Tracking System

The vendor is required to provide an electronic system that supports the youth grievance process.
- Utilizing the current agency juvenile phone system hosted by a third-party vendor, Amtel. There will be an option on the phone system for the youth to leave a grievance message. The Amtel system will generate an automatic email that can be sent to a system to trigger the creation of the grievance request. These calls go to a Twilio phone number that has an IVR with options for English or Spanish callers. The Twilio system will also have a copy of the recording and the transcribed text of the call that will need to be downloaded to the system.
- Request should be able to be entered manually into the system by a GC in case the Amtel phone
system is down. The request should show as Manually Entered field on the request. GC must
have the ability to attach a copy of the paper grievance to the request.
- Unique identifier required for each grievance.
- Workflow capabilities are required (see Grievance Swimlane Process Flow below).
- Alerts/notification to user as to pending grievances, timelines, deficiencies, action taken, etc.
- Ability for the GC to present his response to the youth on an iPad for the youth to view,
Accept/Appeal, and sign electronically. DJJ utilizes IBM Maas360 to manage applications on our
iPads. We do not want a custom iPad application for this process, we prefer the user be presented
with a webpage from the grievance application to perform the youth approval process.
- Reporting – Dashboard views (Power BI),
- Quality Assurance Reviews for each grievance.
- We would like automatic spell check to be enabled on all text input fields.
- All email communications related to a request must be logged at the request level and viewable.
- Audit trail required showing all request activity.
- 7-years of grievance data retention required
- We will need the ability to print off the entire grievance record and approval/review history. This
could be a .pdf or WORD document.
- System must be able to identify if a juvenile has entered a grievance about a facility from which they were transferred from
-system must be able to identify if a juvenile was Transferred or Released after the submission of the grievance.
- System must be able to notate if the grievance should be handled through the DJJ Serious Incident Response (SIR) system
- The ability to provide automatic spell checking when entering responses would be preferred. The system must provide the capability for the GC to translate the English version of the message to another language for presentation to the juvenile. This should be stored in a separate field.

- Contract Period/Term: 4 years