Agmt19 Peninsula Conflict Resolution Center

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EXHIBIT A: Scope of Services I. Community Mediation Services - $13,527 A. Consultation and Information Services All of the information services are unlimited and free of charge. 1) Information and Referral: A resource person is available by telephone, to assist residents who have specific questions relating to a conflict. Through this conversation the resident may clarify issues of concern, be given specific information about common practices related to landlord -tenant and community issues and receive a referral to an appropriate agency/resource. 2) Information and Conflict Assistance: A resource person assists and coaches the concerned caller to de-escalate feelings, clarify issues and underlying needs, develop possible solution options, and begin to design an approach to dispute resolution. 3) Promotion of Use of Conflict Resolution Services: A city associated with PCRC participates in PCRC's community outreach program designed to familiarize city staff, community service providers and the public with the use of non -adversarial conflict resolution services in a variety of conflict situations. This effort involves both program staff and volunteers in making presentations, developing press releases and media coverage and identifying referral points where community members can receive information about PCRC services. B. Conflict Resolution Services PCRC categorizes cases by "conflict type". The conflict types "consumer/business" and "workplace" will not be covered in the some way that other "conflict types" are under this contract. Consumer/business and Workplace cases will require an extra fee to be paid by the user. The following describes the range of services available in this category: 1) One Party Assistance: A resource person assists the caller to think through a conflict situation, including clarifying issues and interests of involved parties, exploring approaches to dealing with the situation and solution options and assisting with the selection of an approach to resolution. A follow-up call is arranged to determine the outcome, with the understanding that mediation would be the next step if the negotiation has been unsuccessful. (20 min or more) 2) Conciliation: Conciliation is the resolution of a conflict, through the intervention of a neutral third party, without the disputing parties coming together in a face-to-face mediation. A resource person works with a resident clarifying issues of concern, explaining approaches to seeking resolution, obtaining agreement by the party to pursue mediation and completing case intake. A case development process, involving contacts with both/all involved parties, is initiated by PCRC and during that process; a resolution of concerns is achieved. REV: 09-09-19 VR ATTY/AGR.2019.229/Peninsula Conflict Resolution Center (Page 9 of 11)