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<br />EXHIBIT "A" <br /> <br />I. 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 />Community Mediation Services - $8,000 <br /> <br />A. Information Services <br />All of the information services 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 />PCRC categorizes cases by "conflict type". The conflict types "consumerjbusiness" and <br />"workplace" will not be covered in the same way that other "conflict types" are under this <br />contract. Consumerjbusiness and Workplace cases will require an extra fee to be paid by the user. <br /> <br />The following describes the range of services available in this category: <br /> <br />1) One Party Assistance: A resource person assists the 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, with the understanding that mediation would <br />be the next step if the negotiation has been unsuccessful. (20 min or more) <br /> <br />4 <br />