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<br />T].~.ß' <br /> <br />Through the Community Mediation Program, the following services will be made available to <br />residents in Redwood City: . <br /> <br />A. <br /> <br />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 <br />information about common practices related to landlord-tenant and community <br />issues and receive a referral to an appropriate agency/resource. <br />(Up to 5 minute contact) <br /> <br />B. <br /> <br />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 />(5 minutes or more) <br /> <br />c. <br /> <br />One Party Assistance: A resource person assists a caller to think through a conflict <br />situation, including clarifying issues and interests of involved parties, exploring <br />approaches to dealing with the situation and solution options and assisting with the <br />selection of an approach to resolution. A follow-up call is arranged to determine <br />the outcome of the situation, with the understanding that mediation would be the <br />next step if negotiation is unsuccessful. (20 min or more) <br /> <br />D. <br /> <br />Conciliation: Conciliation is the resolution of a conflict through the intervention of <br />a neutral third party, without the disputing parties coming together in a face to face <br />mediation. A resource person works with a resident, clarifying issues of concern, <br />explaining approaches to seeking resolution, and gaining agreement by the party to <br />pursue mediation and case intake. A case development process, involving contacts <br />with both/all involved parties, is initiated and during that process, a resolution of <br />concerns is achieved, to the satisfaction of the involved parties. <br /> <br />E. <br /> <br />Mediation: Mediation through PCRC involves a face to face meeting between <br />disputing parties who call PCRC directly or are referred by city staff or community <br />agencies. With the assistance of a panel of trained volunteer mediators, <br />parties work through a non-adversarial problem solving process and attempt to <br />develop a mutually acceptable resolution to the issues of concern. There is a two- <br />fold focus: development of a satisfying and durable agreement and the preservation <br />of an effective relationship in situations where the parties will continue to be in <br />contact with each other. This service is provided free of charge to residents of <br />member Cities. <br /> <br />F. <br /> <br />Administration of a Community Mediation Program: In collaboration with the <br />contracting city, PCRC will administer a mediation program responsive to the <br />unique needs of the community. PCRC may utilize a program development <br />advisory committee and solicit input from city staff to develop an understanding of <br />(1) unique areas of concern in the city, (2) potential approaches to program initiation <br />and implementation, (3) long term goals for the program. Professional staff will <br />manage and support the work of volunteers, who provide the direct service to <br />clients in most instances. <br /> <br />G. <br /> <br />Promotion of Use of Conflict Resolution Services: A member city will <br />participate in PCRC's community outreach program which is designed to familiarize <br />city staff, community service providers and the public with the use of non- <br />adversarial conflict resolution services in a variety of conflict situations. This effort <br />involves both PCRC staff and volunteers in making presentations, developing press <br /> <br />4 <br /> <br />'r'."".'... .,--.."... <br />