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 that allow us to better serve and uplift our community – and each other.
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:
The Mediation Case Manager serves as the primary contact for clients of the Dispute Resolution Center (DRC), handling phone inquiries, providing information and referral services, and facilitating the mediation process. This role involves using active listening techniques and conflict resolution skills to empower callers and assist them in navigating their disputes. The Case Manager answers questions from volunteer mediators and performs the duties of both case manager and conciliator. Responsibilities include setting up and managing mediation cases across all DRC programs, maintaining mediation files and databases, and fostering relationships with clients, the legal community, and other family service professionals. The Case Manager provides guidance focused on future-oriented thinking and overall support to enhance the likelihood of successful mediation outcomes. Additionally, the Case Manager mediates cases as assigned, ensuring a neutral and supportive environment for all disputants.
Principal Activities:
- Answering live phone calls whenever possible, provide information to clients about DRC services in a timely and responsive manner.
-
Use active listening and conflict resolution skills to provide information on services and complete pre-mediation casework
-
Review protective orders and other court orders that may impact mediation.
-
Maintain mediation files in Kintone and the DRC cloud drive.
-
Schedule mediations and manage the reservation calendar for mediation and training rooms.
-
Make reminder calls or emails to both clients and mediators a day prior to a scheduled mediation
-
Greet visitors and handle walk-in clients / guests.
- Build strong relationships with mediators, the legal community, and family service providers, including Child Protective Services and Court Facilitators.
-
Attend required training and in-services.
-
Process payments, refunds, and credit card declines.
-
Enter and maintain accurate data in the DRC database, including logging calls, client payments, and case notes.
-
Stock forms in mediation rooms and provide current online forms to mediators.
-
Coordinate office functions, including processing mail, ordering supplies, and maintaining the DRC library.
-
Oversee the setup and appearance of mediation and training rooms.
-
Send marketing materials for mediation services to courts and community partners.
-
Complete reports on time as assigned by the Director.
-
Mediate cases as assigned
-
Support all DRC programs and perform other duties as assigned.
Qualifications:
- Associates degree in a relevant field or in lieu of degree, a combination of equivalent education and work experience
-
Experience in conflict resolution strongly preferred.
- Excellent attention to detail
-
Strong computer skills & highly organized
- Customer-service oriented with high emotional intelligence
- Professional in appearance and behavior
- Excellent written and oral communication skills.
- Ability to work well within a team and independently.
- Ability to prioritize a high workload.
- Case Management experience preferred.
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.
