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EXHIBIT "A" <br /> SCOPE OF SERVICES <br /> What PCRC will provide <br /> Services to be provided to the City Redwood City by the Peninsula Conflict Resolution Center are <br /> described below. <br /> I . Community Mediation Services - 18c/resident 76,815 = $13,827 <br /> A. Consultation and Information Services <br /> All of the information services are unlimited and free of charge. <br /> 1) Information and Referral: A resource person is available by telephone, to assist residents <br /> who have specific questions relating to a conflict. Through this conversation the resident <br /> may clarify issues of concern, be given specific information about common practices related <br /> to landlord-tenant and community issues and receive a referral to an appropriate <br /> agency/resource. <br /> 2) Information and Conflict Assistance: A resource person assists and coaches the concerned <br /> caller to de-escalate feelings, clarify issues and underlying needs, develop possible solution <br /> options, and begin to design an approach to dispute resolution. <br /> 3) Promotion of Use of Conflict Resolution Services: A city associated with PCRC participates <br /> in PCRC's community outreach program designed to familiarize city staff, community service <br /> providers and the public with the use of non-adversarial conflict resolution services in a <br /> variety of conflict situations. This effort involves both program staff and volunteers in <br /> making presentations, developing press releases and media coverage and identifying <br /> referral points where community members can receive information about PCRC services. <br /> Please note: Cities are also expected to encourage their staff and residents <br /> to utilize the services available through PCRC. <br /> B. Conflict Resolution Services <br /> PCRC categorizes cases by "conflict type". The conflict types "consumer/business" and <br /> "workplace" will not be covered in the same way that other "conflict types" are under this <br /> contract. Consumer/business and Workplace cases will require an extra fee to be paid by the <br /> user. <br /> The following describes the range of services available in this category: <br /> 1) One Party Assistance: A resource person assists the caller to think through a conflict <br /> situation, including clarifying issues and interests of involved parties, exploring approaches <br /> to dealing with the situation and solution options and assisting with the selection of an <br /> approach to resolution. A follow-up call is arranged to determine the outcome, with the <br /> REV: 09-20-16 RL <br /> Page 9 of 11 <br /> ATTY/AGR.2016.261/Professional Services Agreement - Peninsula Conflict Resolution Center <br />