103 Mass. Reg. 491.05
Abuse of the Grievance Process. Abuse of the grievance process includes, but is not limited to, the filing of repetitive grievances addressing the same issue where the required time frames have not elapsed or where a final decision has already been rendered; the filing of an excessive number of frivolous grievances; the appeal of a grievance settled in the inmate's favor; the submission of knowingly false documents; the intentional filing of emergency grievances that are not emergencies; or repetitive grievances concerning issues not grievable under 103 CMR 491.00.
Appellate Authority. Staff members responsible for rendering grievance appeal decisions.
Assistant Deputy Commissioner of Communications. The administrator appointed by the Commissioner who is responsible for overseeing the inmate complaint and grievance processes.
Business Day. Monday through Friday, excluding holidays.
Department Grievance Manager. The staff person who oversees the daily management and operation of the inmate grievance process and who may act as an appellate authority for grievances. The Department Grievance Manager shall report directly to the Assistant Deputy Commissioner of Communications.
Emergency Grievance. Grievance processed in an expedited manner to resolve an issue in which a delay may cause substantial risk of personal injury or other damages.
Grievance. A written complaint filed by an inmate on the inmate's own behalf on the prescribed form in accordance with 103 CMR 491.00.
Grievant. Any Department inmate who files a grievance on his or her own behalf in accordance with 103 CMR 491.00.
Inmate Management System (IMS). The Department's automated information system that provides processing, storage, and retrieval of inmate-related information needed by the Department.
Institutional Grievance Coordinator (IGC). Staff persons responsible for rendering grievance decisions, and for coordinating the operation of the grievance procedure, at the institutional level.
Step 1 Informal Complaint Form. A form utilized in the informal resolution process by which inmates may make a request or complaint to staff.
Step 1 Informal Complaint Resolution Process. The process inmates must utilize as a first step to resolve their complaints prior to submitting a formal grievance.
103 CMR 491.05