Mediation Intake Counselor

About VOAWW:

Volunteers of America Western Washington is a non-profit organization operating in Western Washington for over 125 years. Our Christian roots drive us to put our faith into action for the benefit of every member of the community. We celebrate our unique perspectives and lived experiences that allow us to better serve and uplift our community – and each other. Volunteers of America Western Washington is officially a designated CARE trauma informed organization.

Benefits (Full time)

• Vacation and Sick Time: Vacation up to 200 hours, Sick time up to 108.64 hours
• Competitive compensation
• Holidays: 8 paid per year + 2 paid floating holidays
• Medical, Dental, and Vision
• Health Savings Account (HSA)
• Flexible Savings Account (FSA) medical & dependent care
• Free Employee Assistance program
• 403(b) Retirement Plan matching
• Professional Development opportunities

General Function:

This is a part-time position (20 hours per week). This employee will serve as the initial contact for Dispute Resolution Center (DRC) clients including answering phones, providing information/referral services, conciliating disputes, and setting up mediation cases. Case Manager will use active listening techniques and conflict resolution skills to empower callers.  Mediate cases as assigned.

Principal Activities:

• Answering live phone calls whenever possible, provide information to clients about DRC services in a timely and responsive manner.

• Gather required information to start mediation cases to include family and community disputes (other case types when needed) in internal databases.

• Process payments, refunds, and credit card decline.

• Enter and maintain accurate and timely data in the DRC database including logging calls, client payments, client contact information and appropriate case notes.

• Use conflict resolution skills to conciliate disputes and/or prepare clients for mediation.

• Make reminder calls to clients and mediators day prior to a scheduled mediation.

• Respond and process requests for brochures.

• Respond to all emails appropriately and inside 24hours of receiving them.

• Greet visitors and handle walk-in visitors.

• Stock forms in mediation rooms and file cabinet.

• Set up mediation room and prepare documents for in-person mediations.

• Send out client and mediator documents and Zoom link for online mediations.

• Mediate cases as assigned.

• Other program duties as assigned.

• Support all DRC programs as assigned

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Qualifications:

• Experience in conflict resolution strongly preferred.

• Excellent attention to detail

• Strong computer skills & highly organized

• Customer-service oriented, trauma-informed with high emotional intelligence

• Professional in appearance and behavior

• Excellent written and oral communication skills.

• Ability to work well within a team. 

• Ability to prioritize a high workload. Bi-lingual, Spanish speaking preferred.

Education and Experience:

• Associate degree or in lieu of degree, a combination of equivalent education and work experience.

Physical Demands & Working Conditions

The physical demands here are representative of those that must be met by an employee in a business office environment to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

1. While performing the duties of this job, the employee is frequently required to read, speak, stand, walk, sit, and use a computer keyboard and monitor.

2. Must be able to effectively communicate with co-workers and customers.

3. Must be able to reach above head and perform repetitive movements.

4. Must be able to drive or have reliable transportation for off-site meetings and events.

5. May be required to lift items up to 30 lbs. consistent with a regular office environment.

Equal Employment Opportunity Statement:

We are an Equal Opportunity Employer and all employment-related decisions are made without consideration of individuals’ race, sex, age, national origin, disability status or any other protected characteristic.