Mediation Services Manager

About the role

The Center for Dialog & Resolution (CDR) is seeking a Mediation Services Manager to manage their Mediation Services Program. The ideal candidate will have 5+ years of professional-level experience in case management and/or escalated customer service requests, a GED, and a Bachelor’s degree preferred. They should also possess experience in supervising staff and providing timely and appropriate feedback or evaluation, as well as demonstrated ability to provide quality customer service while maintaining a consistent, courteous, and professional demeanor.

Responsibilities

• Manage the Mediation Services Program - plan program work, assign caseloads, supervise, and coordinate the activities of the program and volunteer mediators.
• Collaborate in the development of overall program goals, objectives, and policies, emphasizing relationship-building within the court and legal community.
• Oversee case progress with high-quality service, showing superior communication skills with staff and in dialogue with judges and attorneys.
• Show exceptional judgment and adaptability, collaborating and communicating effectively with all stakeholders.
• Supervise two full-time staff and co-lead the volunteers with the Mediator Manager.

Requirements

• A GED and 5+ years of professional-level experience in case management and/or escalated customer service requests.
• A Bachelor’s degree preferred, with a Certified Mediator or Mediator-in-Training certification preferred and able 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 in Conflict Resolution and/or conflict resolution settings, non-profit sector, familiarity with local community service organizations/resources.

Qualifications

• 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 in Conflict Resolution and/or conflict resolution settings, non-profit sector, familiarity with local community service organizations/resources.

Skills

• Excellent communication and interpersonal skills.
• Ability to remain impartial and empathetic.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Ability to handle confidential and sensitive information.
• Ability to manage multiple tasks and priorities.

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

$28-34 an hour.

Schedule

This is an in-office position in downtown Tacoma, WA, with occasional evening and weekend work needed and has the opportunity for some hybrid work from home after 30 days.

Contact

To apply for this exciting opportunity, please submit your resume and cover letter to hrcrecruiting@archbright.com. We look forward to hearing from you!