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2) Information and Assistance: A PCRC resource person shall assist the concerned <br /> caller to de-escalate feelings, clarify issues and underlying needs, develop possible <br /> solution options, and design an approach to dispute resolution. <br /> 3) Promotion of Use of Conflict Resolution Services: The PCRC shall participate in <br /> PCRC's community outreach program designed to familiarize city staff, community <br /> service providers and the public with the use of non-adversarial conflict resolution <br /> services in a variety of conflict situations. This effort involves both PCRC program <br /> staff and volunteers in making presentations, developing press releases and media <br /> coverage and identifying referral points where community members can receive <br /> information about PCRC services. <br /> Cities are also expected to encourage their staff and residents to utilize the services <br /> 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 covered under <br /> this contract. Consumer/business and Work�lace cases will require an extra fee to be <br /> paid bu the user. <br /> The following describes the range of services that PCRC shall provide in this category: <br /> 1) One Party Assistance: A resource person shall assist 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 /> involving contacts with both/all involved parties, is initiated by PCRC and during <br /> that process, a resolution of concerns is achieved. <br /> 3) Mediation: Mediation through PCRC involves a face to face meeting between <br /> disputing parties who call PCRC direcdy or are referred by city staff or community <br /> agencies. With the assistance of a panel of trained volunteer mediators, parties work <br /> through a non-adversarial problem solving process and attempt to develop a <br /> mutually acceptable resolution to the issues of concern. There is a two-fold focus: <br /> development of a satisfying and durable agreement and the preservation of an <br /> effective relationship in situations where the parties will continue to be in contact <br /> with each other. <br /> C. Recruitment and Training of Community Volunteers: <br /> PCRC will develop, maintain, and provide to City a pool of trained volunteer <br /> mediators, case developers and facilitators to serve the conflict resolution needs of the <br />