Mediation Case Manager
The mediation case manager position is located at the Santa Clara, CA office of Project Sentinel, a non-profit agency that administers a number of mediation and tenant/landlord counseling programs in the Silicon Valley area, as well as Stanislaus County. The case manager reports to the agency’s general manager of Dispute Resolution Programs, who is also located at the agency’s Santa Clara office.
The duties for this full-time position center on the Palo Alto Mediation Program [PAMP] and two other similar programs. These duties include responding to initial inquiries, working with a pool of volunteer mediators to develop cases for mediation, handling scheduling and logistics for mediation sessions, engaging in program outreach activities and maintaining accurate case records including data entry. The case manager provides administrative support to the volunteer mediator group, which includes staffing their meetings and participating in their recruitment process. Responding to inquiries includes explaining mediation options and also offering counseling on landlord-tenant and neighbor-to-neighbor issues.
As part of the performance of the positions’ duties, the case manager will:
a. Develop sufficient expertise in landlord-tenant, neighbor and other dispute subject matter areas, including special local ordinances such as the Palo Alto Mandatory Response Ordinance,
b. Respond to initial contacts by offering counseling on rights and responsibilities and when appropriate, dispute resolution options,
c. Meet all administrative requirements for properly processing dispute resolution contacts and cases, as appropriate for the subject matter,
d. Fulfill all logistical requirements for mediation sessions and program meetings, and staff program meetings,
e. Properly log all initial inquiries, collect required forms and surveys if appropriate and correctly enter all information in the database,
f. Support the PAMP chairs and other volunteer mediators, in a professional and timely manner,
g. Engage in sufficient outreach activities to meet program goals either directly or through recruiting volunteer mediators for these activities,
h. Seek guidance from the general manager when necessary to properly perform the position duties.
Qualifications for this position include:
Mediation experience or training
Ability to use basic Microsoft Office software (Word, Access, Excel, PowerPoint, Outlook)
Interpersonal and conflict management skills
Strong written, oral, public speaking and presentation skills [Ability to communicate in languages other than English is preferred]
Ability to effectively organize and complete administrative duties
Demonstrated comfort interacting effectively with a wide range of diverse constituencies
Ability to work as part of a team and willingness to work with minimum supervision
Willingness to participate in evening and weekend events as necessary.
To apply for this position, submit a cover letter describing your skills and experience related to this position, and include your reasons for wanting to apply for this position, along with your resume and a list of three references with contact information (telephone and email addresses) to firstname.lastname@example.org.
Please do not call about this position. The position will remain open until filled. Applications will be screened for qualifications and experience. Not all applicants who meet the minimum qualifications will be offered an interview. Only those applicants scheduled for interviews will be notified about the status of their applications.
For more detailed information about Project Sentinel visit the agency’s website at www.housing.org
NOTE: Candidates must be local to the SF/Bay Area. Project Sentinel does not pay for relocation expenses.