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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. 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 commm~ity <br /> issues and receive a referral to an appropriate agency/resource. <br /> <br /> B. 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 /> <br /> C. One Party Assistance: A resource person assists a calle~ 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. <br /> <br /> D. 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/ali 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. 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. Administration of a Community Mediation Program: In collaboration with the <br /> contracting city, PCRC will adndnister 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 /> <br /> <br />