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Statewide Resolution Program

About

The Department of Corrections’ Resolution Program is an unbiased, internal resolution and appeal system that promotes effective communication between employees, contract staff, volunteers and individuals under the department’s jurisdiction in an effort to resolve concerns at the lowest possible level. It provides an appropriate administrative avenue for voicing complaints without fear of retaliation.

Individuals have access to a process which allows for meaningful communication for the resolution of concerns to produce a fair and just conclusion, while supporting the development of problem-solving skills. It further offers a collaborative approach to addressing the individuals’ concerns with a person-centered approach.

Resolution Request Data From 2020-2023

Graph 1 - Pie chart showing Resolution Request Data From 2019 though 2022

The total number of complaints for 2022 was 24,515 including informal resolutions.

An Informal Resolution is when the concern has a positive and/or mutually agreed to response outcome that satisfies that individual’s suggested remedy. Informal Resolutions can be appealed for further review by the program staff.

Program Limits

Individuals may have 5 active Resolution Requests at one time. These include active reviews, rewrites, appeals, and new concerns. Medical concerns can be accepted over this limit with approval by the Resolution Program Manager/designee. If a review has been given a second extension, it will not count against the individual’s current active Resolutions.

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Process

Requests

A resolution request is where an individual can identify a concern about any one issue that is affecting them directly. All requests must meet the criteria as outlined in the Resolution Program Manual (pdf). All individuals are provided with information needed to file a resolution request during the orientation/intake process at our receiving facilities. Resolution request forms are readily available and the Resolution Program Manual (pdf) is available at each prison, reentry location, and field office to guide them through the complaint and review process.

Before filing a Resolution Request, individuals are encouraged to attempt to informally resolve their issue at the lowest level possible by discussing their concern with staff in an attempt to clear up any misunderstandings by clarifying information. If an informal resolution cannot be reached and the individual feels further review of their concern is necessary, they may submit an appeal to the Resolution Specialist’s response.

Family, friends and other outside parties cannot file a resolution request through this program. They are welcome to call, e-mail or write staff directly to express their concerns.

For information concerning Accepted and Not Accepted concerns, please review the Resolution Program Manual (pdf) and DOC 550.100 Resolution Program (pdf).

Outcomes

The Resolution Program offers access to a process which allows for meaningful communication and resolution of concerns to produce a fair and just conclusion. It offers a collaborative approach to addressing the individuals concerns.

The table below includes the following terms:

  • Substantiated: There is evidence to support and prove the truth of the allegation.
  • Unsubstantiated: The accusation, or the defense of the accused, is not supported or proven by the evidence available.
  • Unfounded: Irrefutable evidence that the allegation is not based on fact (e.g. video, telephonic recording, photos, etc.).
  • Admin Withdrawn: Withdrawn by the department Resolution staff due to a technical issue, or the individual not participating in the process.
  • EC Withdrawn: Withdrawn due to a higher investigation being initiated.
  • I/I Withdrawn: The incarcerated individual has requested to withdraw the concern.

Request for a rewrite: When a complaint does not meet the minimum criteria for review per the Resolution Program Manual (pdf) due to missing, multiple issues on one resolution request form, and/or inadequate or incomplete information.

Timeframes

Specific timeframes are set at each level to ensure a prompt response to resolution requests. The entire Resolution process from initiating Level I to completion of Level III can be completed within 90 working days. However, the process can take longer than 90 days in some cases due to rewrites, mail delays, or a complicated review. It is the responsibility of both the employee assigned to the review and individuals to ensure resolution requests, appeals, and responses occur within established timeframes.

For more information on the response timeframes to a resolution request, please review the timeframes section in the Resolution Program Manual (pdf).

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Resources

Policies

Below are Department of Corrections (DOC) policies that apply to the Resolution Program.

Forms

Below are Department of Corrections (DOC) forms that apply to the Resolution Program.

Publications

Below are Department of Corrections (DOC) publications that apply to the Resolution Program.

Resource Links

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