Mediation Services Coordinator


REPORTS TO: Associate Director

GENERAL INFORMATION: The Organization is an independent nonprofit
501(c)(3), mediation service provider, training center, and consulting service located in
downtown Tacoma, Washington. We believe that collaboration and consensus building are
often preferable to group dysfunction, grievance processes or eventual litigation as methods of
resolving conflicts. This belief drives our commitment to making affordable mediation,
settlement conference, training, and consulting services available to our community.

GENERAL JOB DESCRIPTION: Oversees the professional standards set by organization. These are the
accountability principles by which professional mediators are evaluated and practicum interns’
study to attain. Coordinate Organization training programs, which include working with practicum
interns, certified mediators, settlement conference mediators, small claims mediators, staff,
and the general public. Lead by example and be a positive role model and leader in the delivery
of services and education. Duties include working with confidential and highly sensitive
information, often with legal ramifications. Work is performed with considerable latitude for
independent judgment. Maintains a personable and professional working relationship with
staff, mediators, attorneys, volunteers, and clients. Acts as a mediator for sessions as needed.

Case Management:
1. Oversee progress of case from initial contact to closing
2. Supervise delivery of mediation services with staff, volunteers, and clients
3. Supervise day-of mediations
4. Maintain confidential records and files
5. Supervise accurate and efficient entries in Microsoft Dynamics CRM Database (CRM)
6. Develop and execute quality control practices with CRM Database
7. Test CRM database regularly with a quality control test
8. Balance and provide timely, professional, and personal client interaction
9. Supervise and evaluate case management assistants and interns
10. Member of the Organization Coordinator Team
Mediator Management:
1. Collaborate with Organization Coordinator Team to recruit, train, and mentor mediator
2. Support and engage volunteers on an ongoing basis

3. Coordinate and support delivery for all mediator trainings (e.g. Basic Mediation Training,
In-Services, Settlement Conference Training, Advanced Mediator Trainings, etc.)
4. Maintain the professional standards set by Organization; the critical measures which define the
practice of professional mediation.
5. Participate as a trainer and presenter in the Organization interactive learning culture

Overall Mediation Service Coordination:
1. Work with Associate Director to trouble-shoot challenges to delivery of service, case
management, customer service, and mediator behavior
2. Work with courts to manage volunteers and case assignments
3. Assist in the development and outreach for Organization mediation services
4. Participate in professional and community organizations for Organization collaboration,
outreach, and exposure
5. Other duties as assigned

 Dependable, reliable, and works in the best interest of Organization’s mission and vision
 Follow Organization Code of Conduct
 Accurate, timely, and effective in responsibilities as assigned
 Work collaboratively with staff
 Positive and contributing team member in all activities of Organization
 Use effective, diplomatic, and empathetic communication skills in dealing with clients,
volunteers, attorneys, and staff
 Contribute to keep operations smooth and hospitable by planning, thinking of others,
looking ahead, and problem solving
 Positive feed-back from clients, volunteers, and staff
 Willing and able to learn new skills, mediation concepts, and software programs
 Track monthly departmental and/or program progress on achieving Organization annual goals
 Participate in regular staff reviews of success and obstacles
 Demonstrate initiative to continuously seek ways of increasing Organization productivity and
improving service to clients and all stakeholders
 Complete Organization’s 40-hour Mediation Training and Certification within 1 year of hire

Organization certified mediator or in progress of certification
 Bachelor’s Degree, may substitute paralegal or related experience
 Thorough knowledge of court related mediation practices
 Experience in the field of Alternative Dispute Resolution, may substitute related experience
 Demonstrated ability to provide quality customer service while maintaining a consistent,
courteous, and professional demeanor with people under conflict

 Organized, efficient, and attention to details with excellent follow-through
 Demonstrated ability to lead a project from start to finish
 Proficient in Microsoft Office programs (Word, Excel, Outlook, Power Point)
 Accurate and efficient filing and typing skills
 Capable of learning new software (Client Relationship Management Database (CRM) with
accuracy and speed
 Possess efficient and effective communication skills
 Experience working effectively as part of a small, collaborative team
 Skills (education or experience) in training design, curriculum development, and teaching
 Open to working a flexible schedule, which can include occasional weekends and evenings

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