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<br />EXHIBIT A <br /> <br />Through the Community Mediation Program, the following services will be made available <br />to 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 <br />de-escalate feelings, clarify issues and underlying needs, develop possible <br />solution 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 <br />conflict situation, including clarifying issues and interests of involved parties, <br />exploring approaches to dealing with the situation and solution options and <br />assisting with the selection of an approach to resolution. A follow-up call is <br />arranged to determine the outcome of the situation, with the understanding that <br />mediation would be the 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 <br />of a neutral third party, without the disputing parties coming together in a face <br />to face mediation. A resource person works with a resident, clarifying issues of <br />concern, explaining approaches to seeking resolution, and gaining agreement by <br />the party to pursue mediation and case intake. A case development process, <br />involving contacts with both/ all involved parties, is initiated and during that <br />process, a resolution of concerns is achieved, to the satisfaction of the involved <br />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 <br />community agencies. With the assistance of a panel of trained volunteer <br />mediators, parties work through a non-adversarial problem solving process and <br />attempt to develop a mutually acceptable resolution to the issues of concern. <br />There is a two-fold focus: development of a satisfying and durable agreement <br />and the preservation of an effective relationship in situations where the parties <br />will continue to be in contact with each other. This service is provided free of <br />charge to residents of 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 <br />of (1) unique areas of concern in the city, (2) potential approaches to program <br />initiation and implementation, (3) long term goals for the program. Professional <br />staff will manage and support the work of volunteers, who provide the direct <br />service to clients in most instances. <br /> <br />G. <br /> <br />Promotion of Use of Conflict Resolution Services: A member city will <br /> <br />4 <br /> <br />T-- '-~'-T <br />