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Conflict Management in Higher Ed Report
Volume 4, Number 1, Oct. 2003

Promoting Mediation Center Quality Assurance Using Guided Self-Assessment

To continue the example, within the Case Management subsection participants are then guided through an exploration of

  • Case Manager Training,
  • Record Keeping,
  • Participant’s Adequacy of Information,
  • Communicating with Parties and Mediators,
  • Selecting Mediators,
  • Potential Ethical Conflicts,
  • Mediator Briefing,
  • Logistics: Expected Situations,
  • Logistics: Protocols for the Non-routine or Unexpected,
  • Case Follow Up.

Considerations are followed by a range of questions, indicator checklists, resources, and examples that allow centers to develop unique and appropriate approaches to meeting their communities’ needs and improving the quality of their services.

One of the other ways that NAFCM supports centers in this work is the provision of an ongoing series of Regional Training Institutes, the next round of which are occurring November 6-7, 2003 in Dayton, Ohio or November 13-15, 2003 in Saratoga Springs, New York. The upcoming Institutes are on developing and managing community mediation centers. Subject areas in the Institute were chosen by NAFCM members via survey and include: Government Relations; Public Education; Evaluation; Center Administration; Program Development; Fund Development; Case Management; and Volunteer Partnerships. Over the course of the two days, participants can choose to attend 4 of the available subject sessions most relevant to their situation. While focused on community mediation, most of the information provided should have direct relevance to campus-based mediation centers as well. More information on the Institutes is available at the NAFCM website,

Currently, NAFCM is exploring ways of institutionalizing the self-assessment approach reflected in our manual to create a voluntary credentialing program for mediation center quality assurance and improvement programs. We welcome any feedback or input about the design or application of mediation center quality assurance.

For more information about the manual or other NAFCM quality assurance efforts, please e-mail Craig Coletta at


Craig Coletta is is a Coordinator with the Director of National Association for Community Mediation.

Editor's note: The Self-Assessment Manual for Mediation Center Quality Assurance was edited by Melissa Broderick and Ben Carroll.


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Page last updated 04/27/2004

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