Special Projects Manager-Eviction Resolution Program


THE ORGANIZATION: The Organization is an independent non-profit 501(c)(3) mediation service provider, training center, and consulting service in downtown Tacoma, Washington. We believe that collaboration and consensus building methods lead to lasting resolution of conflicts. Our trauma informed approach supports our commitment to improve equity, inclusion, and diversity in our community through our services. The organization demonstrates its core values of impartiality, excellence, respect, empowerment, and continuous learning in all aspects of our work.

GENERAL JOB DESCRIPTION: This position’s foremost responsibility is managing the standard ERP case process from initial referral through case closing to deliver organization’s contracted services for the Unlawful Detainer/Landlord- Tenant/FREE 253 projects. This includes the training and supervision of ERP staff providing regular intake and case management services. Responsibilities include working with confidential and highly sensitive information, often with legal ramifications; independent judgment is imperative in this position. It is expected that this position contributes to the inclusive, positive, and professional working relationship with staff, mediators, volunteers, clients, organizational partners, and community.

Essential Duties and Responsibilities:

ERP Program/Case Management
• Supervise the daily work product of the ERP Intake and Case Assistants Staff for adherence to program processes, protocols, and procedures.
• Identify client needs and determine appropriate next step(s), based on defined criteria and processes for intake calls, phone conciliations, conflict coaching, and mediations.
• Case management duties include client and mediator communications, scheduling, and comprehensive data management.
• Act as a liaison for clients and staff
• Coordinate with the Special Projects Coordinator to ensure all documentation is complete and accurate
• Provide administrative support for coaches and mediators delivering services
• Work collaboratively with staff to improve mediation/conflict resolution processes in service delivery and administrative efficiencies

• Contribute to a calm, respectful and welcoming environment for Organization clients, volunteers, and the public
• Complete regular data entry, tracking and reporting for ongoing metrics related to the functions of the job and as identified by supervisors
• Participate in professional and community organizations and events for collaboration, outreach, and exposure
• Participate in staff and department meetings, collaborative decision-making, and regular reviews of successes, challenges, and improvements
• Attend and participate in required trainings and in-services
• Ensure that essential job functions are clearly documented for role coverage and succession planning

Performance Expectations

  • Follow Organization’s Staff Code of Conduct and work in the best interest of the Center’s mission, vision, values, and service goals
  • Demonstrate diplomatic, professional, and empathetic communication skills (verbal and written) with staff, clients, volunteers, donors, contractors/vendors, community members and stakeholders
  • Describe Organization’s core services (Mediation, Training, Facilitation/Consulting) with efficiency and clarity
  • Demonstrate appropriate decision-making in ambiguous situations and exercise good judgement based on relevant information, experience, and resources available
  • Demonstrate ability to learn and apply new skills, mediation concepts, and software programs,
  • Maintain CDR Certified Mediator Status
  • Regularly participate in professional development activities for knowledge and skills required for success in this position as needed or as assigned
  • Maintain confidentiality of sensitive information regarding CDR, the staff, clients and volunteers

Preferred Qualifications:
• Completed a 40-hour Basic Mediation Training and steps toward mediator certification
• Proficient in Microsoft Dynamics 365, OneNote, Teams, Outlook, and SharePoint
• Experience in the field of Alternative Dispute Resolution or related fields.
• Bachelor’s Degree or beyond

Required Qualifications, Abilities, Skills, and Knowledge:
• A minimum of 1-2 years of professional-level experience in case management, escalated customer service requests, assisting with the logistics and execution of Trainings, Presentations, Facilitation of groups and/or meetings, or events
• Demonstrate ability to provide quality customer service while maintaining a consistent, courteous, and professional demeanor with people experiencing conflict;
• Organized, attention to details with excellent follow-through;
• Advanced proficiency in using zoom functions for meeting and event management
• Organizational skills, including the ability to manage competing priorities, timelines, and multifaceted projects/tasks both independently and in collaboration with other people involved.
• Experience in Microsoft Office 365; proficient in Word, Excel, and Power Point
• Ability to adapt to changes and/or seek clarification in workload, priorities, and deadlines
• Proficient in database usage with regard to correctly recording information, managing relationships, identifying trends, sorting and retrieving data, and regularly checking data accuracy.
• Open to working a flexible schedule, which will include occasional weekends and evenings

Work Environment and Position
This position is primarily in an office environment with typical daytime Monday-Friday hours. Must be able to sit or stand and work at a computer for extended periods of time; requires sufficient ability to read reports, data, written communications, and see non-verbal cues/behaviors given by clients in high-stress/high conflict settings; sufficient manual dexterity of hands and fingers to operate a computer keyboard, telephone, and general office equipment; sufficient ability to speak with clarity and hear to exchange information and cognizant of audible, verbal, and non- verbal cues/behaviors by clients in high-stress/high conflict settings. This position requires the ability to work in stressful conditions from time to time and remain focused for extended periods of time. Ability to lift up to 20 pounds
(e.g. boxes, documents, event materials, and computer equipment).


To apply for this job email your details to almondtacoma@almondsearch.com

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