Perform duties as intake, case manager and conciliator. Serve as the initial contact for Dispute Resolution Center (DRC) clients, including answering phones, providing information/referral services, conciliating disputes, and setting up mediation cases. Provide information and support that increases the likelihood of successful mediation case outcomes. Set up and maintain mediation files and database files. Work closely with clients, build relationships with the legal community and other family services professionals. Use active listening techniques, neutrality, and conflict resolution skills to assist disputants. Get clients ready for a successful online mediation (making sure they understand the basic skills needed for both zoom and DocuSign).

Principal Activities

• Problem      solving issues during mediation process.

• Oversee      mediation processes from intake to case closure.

• Meet      regularly with family mediation team to provide input and address upcoming      challenges.

• Review      protective orders and other court orders which might impact mediation.

• Use      active listening techniques and conflict resolution skills to provide      information on services, complete pre-mediation case work, conciliate and      mediate family cases.

• Maintain      mediation files including files in caseload manager and on the shared      drive.

• Schedule      mediations.

• Build      strong relationships with mediators, legal community and family service      providers including Child Protective Services and Court Facilitators.

• Attend      required training and in-services.

• Other      duties that relate to the DRC mediation program as assigned.

• Process      payments, refunds, and credit card declines.

• Enter      and maintain accurate and timely data in the DRC database, including      logging calls, client payments, client contact information and appropriate      case notes.

• Stock      forms in mediation rooms and file cabinet (when we resume in -person      mediations).

• Greet      visitors and handle walk-in visitors (when we resume in -person      mediations).

• Answering      phone calls, provide information to clients about DRC services in a timely      and responsive manner.