Agmt03 Pen. Conflict Resolution - Laserfiche WebLink

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EXHIBIT A Through the Community Mediation Program, the following services will be made available to residents in Redwood City: A. 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. B. Information and Assistance: A resource person assists 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. C. One Party Assistance: A resource person assists a caller to think through a conilict 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 of the situation, with the understanding that mediation would be the next step if negotiation is unsuccessful. D. 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, and gaining agreement by the party to pursue mediation and case intake. A case development process, involving contacts with both/all involved parties, is irdtiated and during that process, a resolution of concerns is achieved, to the satisfaction of the involved parties. E. Mediation: Mediation through PCRC involves a face to face meeting between disputing parties who call PCRC directly or are referred by city staff or community agencies. With the assistance of a panel of trained volunteer mediators, parties work through a non-adversarial problem solving process and attempt to develop a mutually acceptable resolution to the issues of concern. There is a two-fold focus: development of a satisfying and durable agreement and the preservation of an effective relationship in situations where the parties will continue to be in contact with each other. This service is provided free of charge to residents of member cities. F. Administration of a Community Mediation Program: In collaboration with the contracting city, PCRC will administer a mediation program responsive to the unique needs of the community. PCRC may utilize a program development advisory committee and solicit input from city staff to develop an understanding of (1) unique areas of concern in the city, (2) potential approaches to program initiation and implementation, (3) long term goals for the program. Professional 4