Mediation Services Manager

About the role

This position sits at the heart of CDR’s mission. It supports people and communities during difficult moments, creates pathways for understanding and ensures mediation services are responsive, accessible and grounded in care. The work matters because it helps people resolve conflict, strengthens relationships, and builds healthier, more resilient communities.

Responsibilities

• Manage the Mediation Services Program including planning program work, assigning caseloads, supervising staff, and coordinating the activities of the program and volunteer mediators
• Collaborate in the development of overall program goals, objectives, and policies with a strong emphasis on relationship-building within the court and legal community
• Maintain an inclusive, personable, welcoming, and professional climate for staff, volunteers, clients, and community by serving as positive role models and leaders in the delivery of our services
• Oversee case progress with high standard of service
• Communicate effectively with staff and with judges, attorneys, and community partners
• Embrace and implement CDR’s mission in all aspects of the work

Qualifications

• High school diploma or GED and 5+ years’ professional-level experience in case management and/or escalated customer service requests
• Bachelor’s degree preferred
• Certified Mediator status or current Mediator-in-Training or the ability to obtain within 6 months of hire
• Experience in supervising staff and providing timely and appropriate feedback or evaluation
• Demonstrated ability with participation in providing outreach or educational events, presentations, or trainings
• Demonstrated ability to provide quality customer service while maintaining a consistent, courteous, and professional demeanor with people experiencing conflict
• Strong communication and listening skills; ability to provide empathy while remaining impartial
• Proficient in database usage regarding correctly recording information, managing relationships, identifying trends, sorting, and retrieving data, and regularly checking data accuracy
• Experience in Microsoft Office 365 (Word, Excel, PowerPoint, SharePoint, OneNote, Teams, and Outlook)
• Advanced proficiency in using zoom functions for meeting and event management
• Proficiency in common self-help IT issues and problem-solving
• Strong organization skills, attention to detail with excellent follow-through, and critical thinking skills

Preferred experience

• Conflict Resolution and/or conflict resolution setting and non-profit sector
• Working with or within court or legal systems
• Familiarity with local community service organizations/resources

Benefits

• Medical, dental, vision, basic coverage for life/AD&D
• 2% employer retirement contributions
• 15 PTO days off per year with 12 paid holidays
• Paid trainings

Pay & Schedule

• Full-time, non-exempt position
• Hourly range of $28-34 an hour
• In-office position in downtown Tacoma, WA
• Occasional evening and weekend work needed
• Opportunity for some hybrid work from home after 30 days