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<br />EXHIBIT "A" <br /> <br />1. <br /> <br />What PCRC will provide <br />Services to be provided to the City of Redwood City by the Peninsula Conflict <br />Resolution Center are described below. <br /> <br />A. Information Services <br />All of the services in this category are unlimited and free of charge. <br /> <br />1) Information and Referral: A resource person is available by telephone, to assist <br />residents who have specific questions relating to a conflict. Through this <br />conversation the resident may clarify issues of concern, be given specific information <br />about common practices related to landlord-tenant and community issues and <br />receive a referral to an appropriate agency/resource. <br /> <br />2) Information and Assistance: A resource person assists the concerned caller to de- <br />escalate feelings, clarify issues and underlying needs, develop possible solution <br />options, and begin to design an approach to dispute resolution. <br /> <br />3) Promotion of Use of Conflict Resolution Services: A city associated with PCRC <br />participates in PCRC's community outreach program designed to familiarize city <br />staff, community service providers and the public with the use of non-adversarial <br />conflict resolution services in a variety of conflict situations. This effort involves <br />both program staff and volunteers in making presentations, developing press <br />releases and media coverage and identifying referral points where community <br />members can receive information about PCRC services. <br /> <br />Please note: Cities are also expected to encourage their staff and residents to utilize <br />the services available through PCRc. <br /> <br />B. Conflict Resolution Services <br />The services in this category are offered free of charge to residents of the city, up to a <br />limit of 40 cases. After the limit is reached, when cases are opened a $50 fee will be <br />charged to the user(s) of the service. PCRC requests the full fee from the initiating <br />participant and will refund $25 to that person if no mediation session is held. Also, this <br />fee may be waived in cases where it presents a financial hardship. <br /> <br />PCRC categorizes cases by "conflict type". The conflict types" consumer /business" and <br />"workplace" are not covered under this contract and will therefore require a fee to be <br />paid by the user (same fee as described above). These cases will also not count towards <br />the limit of cases covered by the contract (above). "Complex" cases also require payment <br />by the user and are not counted as part of the limit on number of cases. <br /> <br />The following describes the range of services available in this category: <br /> <br />4 <br /> <br />]' <br />