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EXHIBIT "A" <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 /> Community Mediation Services - $8,000 <br /> A. Information Services <br /> All of the information services are unlimited and free of charge. <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 /> 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 /> 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 /> Please note: Cities are also expected to encourage their staff and residents to utilize <br /> the services available through PCRC. <br /> B. Conflict Resolution Services <br /> PCRC categorizes cases by "conflict type". The conflict types "consumer/business"and <br /> "workplace"will not be covered in the same way that other "conflict types"are under this <br /> contract. Consumer/business and Workplace cases will require an extra fee to be paid by the user. <br /> The following describes the range of services available in this category: <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 /> 2) Conciliation: Conciliation is the resolution of a conflict, through the intervention of <br /> a neutral third party, without the disputing parties coming together in a face to face <br /> mediation. A resource person works with a resident clarifying issues of concern, <br /> explaining approaches to seeking resolution, obtaining agreement by the party to <br /> pursue mediation and completing case intake. A case development process, <br /> 4 <br />