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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 justice involved 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 that enables meaningful communication to resolve concerns and reach a fair and just conclusion, while also supporting the development of problem-solving skills. It further offers a collaborative approach to addressing the individuals’ concerns with a human-centered approach. which aligns with the Prison Litigation Reform Act (PLRA) of 1996.

Resolution Request Data From 2021-2024

Graph 1 - line chart showing Resolution Request Data From 2021 though 2024

The total number of complaints processed by the Statewide Resolution Program in 2024 was 29,588

The best outcome is an Informal Resolution

An Informal Resolution occurs when the parties involved reach a mutually agreed-upon outcome, or when the outcome benefits the justice-involved individual. Informal Resolutions can be appealed if the outcome or response is not favorable to that individual.

Program Limits

Individuals may have up to five active Resolution Requests at any given time. These include active reviews, rewrites, appeals, and newly filed concerns. Medical and Transgender issues can be accepted beyond this limit with approval from the Resolution Program Manager or their designee. If a review has been granted a second extension, it will not count against the individual’s current active Resolutions.

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Resolution 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 justice involved individuals are provided with information needed to file a Resolution Request during their 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 individuals through the complaint and review process.

Before filing a Resolution Request, individuals are encouraged to participate in the Informal Resolution process 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.

The justice-involved individual will need to fit the entire written concern in the description section of one DOC 05-165 Resolution Request (msword), presenting a simple and straightforward statement that outlines the issue or incident in need of a solution. The individual will need to identify the “who, what, when, why, where, and how” surrounding the issue or incident. It is also necessary to provide any physical evidence in their possession to support their allegation. If there are potential witnesses, the individual will need to identify them in their Resolution Request. For requests concerning changes to policy, the individual needs to specify which part of the policy is deficient and provide a recommendation for change.

Outcomes

The Resolution Program provides access to a process that enables meaningful communication and the resolution of concerns to produce a fair and just outcome. It offers a collaborative approach to addressing the individual’s concerns while identifying miscommunications and areas in need of positive impacts to policies and practices.

The following program outcomes are the available responses to concerns:

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.).

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.

Initial Resolution Request An individual must submit within 30 days from the date of the incident
Level 0 Response Issued 10 working days from the date of receipt/pickup
Rewrite Requests An individual must submit within 10 working days from the date of the Rewrite Request
Appeals of Response All appeals must be received within 10 business days
Level 1 Response Issued by the RS within 15 working days from the date the review has been initiated
Level 2 Response Issued by the Appointing Authority within 15 working days from the date the review has been initiated
Level 3 Response Issued by HQ within 15 working days from the date the review is initiated

Peer Support Program

The Resolution Program Offers a Peer Support Program at all Major Institutions

The Resolution Peer Support Program aims to support and build trust within the Resolution Program. This voluntary support program helps individuals in a peer setting to better understand the Resolution Program and receive support in reading, writing, and rewriting their complaints. The Resolution Peer Support person can also aid in navigating other DOC internal appeal processes to ensure that all individuals receive proper support from DOC. This helpful program has demonstrated positive outcomes and offers a decrease in the filing of complaints. The data shows a fewer than one-third of participants end up filing complaints after meeting with their peer mentor. This also helps stop further delays in receiving their outcome from the correct process.

Facility AHCC CCCC CBCC CRCC MCCW MCC OCC SCCC WCC WCCW WSP Totals
Signed Up 31 26 38 91 37 84 307
Resolutions Filed 12 7 16 9 9 5 58
Resolutions Not Filed 17 19 14 58 28 77 213
Resolutions Appealed 2 8 4 2 2 18
Average Not Filed 36
Facility AHCC CCCC CBCC CRCC MCCW MCC OCC SCCC WCC WCCW WSP Totals
Signed Up 22 16 35 115 37 63 288
Resolutions Filed 8 6 15 9 14 1 53
Resolutions Not Filed 14 6 7 59 19 54 159
Resolutions Appealed 4 13 6 4 8 35
Average Not Filed 27
Facility AHCC CCCC CBCC CRCC MCCW MCC OCC SCCC WCC WCCW WSP Totals
Signed Up 34 18 2 19 80 18 63 234
Resolutions Filed 4 11 2 18 4 6 3 48
Resolutions Not Filed 26 7 0 7 74 10 57 181
Resolutions Appealed 4 0 0 5 2 1 3
Average Not Filed 26

Reentry Centers

Reentry Centers serve as a bridge between life in prison and life in the community. Justice-involved individuals focus on transitioning, including finding and retaining employment, pursuing education, receiving treatment, reconnecting with family members, and developing life skills. Individuals learn and refine social and living skills to create a smoother transition from prison confinement to full-time community life. This includes utilizing the Resolution Program responsibly and collaborating with staff to address concerns and issues through open and respectful communication. The Reentry Center Managers (RCM) are the identified Resolution Specialist for the Reentry Centers.

Community Supervision/GRE

Community Supervision services are delivered in 86 field offices, Community Justice Centers (CJC), Community Oriented Policing (COP) Shops, and outstations across the state. These locations are used for programming and also serve as reporting points for individuals under community supervision. The Headquarters Resolution Unit (HQ RP) serves as the Resolution Specialist for all 86 field offices. Justice-involved individuals can call or write to call or write HQ to have their concerns addressed through the Resolution Program.

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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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