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Position Description

Job Title:                    VORP Mediator

Reports to:                 Director of Mediation Services

Classification:            Non Exempt

Location:                    Kern County

Purpose:                     To provide excellent customer service by responding timely and professionally to consumers/businesses who call or come in requesting information on mediation services, ADR services and to conduct mediation/services where needed.  Work with Juvenile court and probation to receive referrals and mediate with all willing parties.

Environment:            The Better Business Bureau is a non-profit membership organization (501C6) and manages a Foundation (501c3) that provides for mediation services.  The headquarters are located in Fresno with branch offices in Bakersfield and Tulare, and services customers in 9 counties of Central California by providing business reviews on companies and charities, advertising review and dispute resolution through conciliation, mediation and arbitration.

The following is a list of major duties and responsibilities for this position along with certain supportive duties.  It is not all-inclusive.  Other duties and responsibilities may be added as needed and in addition, management, as appropriate, may modify this job description. Other duties may include such things for EXAMPLE as BBB customer services, arbitrations and assisting the BBB in any office needs that arise. 

Essential Duties and Responsibilities:

1. Contribute to excellent customer service by answering phones in a timely and professional manner.
2. Provide for excellent customer satisfaction by accurately responding to inquirers on information on mediation and how to file and/or pursue mediation.
3. Provide information and/or referrals to inquirers.
4. Ensure quality case management of conciliations and mediations are managed in a timely and professional manner under BBB Mediation Guidelines.
5. Provide Mediation Services at the BBB office and other locations as assigned.
6. Provide Mediation Services in court for Small Claims, Unlawful Detainer, Civil Harassment cases, Family Court, Probate, Juvenile and any and all other courts as stipulated in contracts and or by immediate supervisor.
7. Contribute to overall office efficiency by processing mail, filing, copying, faxing, scanning etc.
8. Contribute to the mediation effort by assisting the Director of Mediation Services in promoting, gathering information and coordination of programs.
9. Contribute and/or participate in mediation trainings as needed.
10. Work weekly to obtain referrals from Juvenile court and Probation.
11. Set up mediations.
12. Mediate VORP cases and any other cases needed.
13. Develop a 100 – 300 volunteer base.
14. Develop new donors to the Foundation including, churches, attorneys, foundations, community members, etc. 
15. Follow up on cases from time of referral to close of case.
16. Case management.
17. Network within the judicial and probation systems. 
18. Schedule as much VORP work/mediation to be done from 8-5pm Monday – Fridays. 

Supportive duties and responsibilities:

1. Participate in trade shows by manning the Bureau’s booth.
2. Support other staff as needed, including staff outside of the Mediation department.

Education/Experience

1. Minimum 4 years of college; or equivalent in education and experience. Communication, Social Work and Restorative Justice degrees a plus. 
2. Minimum 2 years experience in customer service that involves problem solving and/or dispute resolution/grievances.
3. Mediation certificate desirable
4. Spanish Speakers preferred

Behavioral Skills

1. Professional demeanor:  Able to conduct self in a competent, efficient manner; personable without being overly friendly and talkative; focused
2. Communication skills:  Clearly present information verbally and in writing; influence or persuade others through oral and written presentation in positive or negative circumstances; listen well; read and interpret information.
3. Assertiveness:  Able to express opinion maturely in spite of disagreement; accurately communicate with others regardless of their status or position.
4. Policy and Procedures:  Relate to routine operations in a manner that is consistent with existing solutions; conform to established policies and procedures; document work.
5. Team Building:  Able to work with people in a manner to build high morale and group commitments to goals and objectives.
6. Leadership:  Able to influence the actions and opinions of others in a desired direction; to exhibit judgment in leading others to achieve goals.
7. Decision Making and Problem Solving:  Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics.
8. Perceptivity:  Interpret verbal and non-verbal behavior; develop accurate perception and understanding of others’ feelings, needs, values and opinions; to be sensitive to and aware of personality differences and conflicts.
9. Organization and Planning:  Organize and schedule people and tasks; develop realistic action plans while being sensitive to time and resource constraints.
10. Confidentiality:  handle all confidential issues appropriately; do not share with others who have no need to know.
11. Integrity:  demonstrates trustworthiness.

Qualifications

1. CA drivers license
2. Computer literate MS Office products
3. Pass background ground check.  
4. Proficient in grant writing.

Physical Requirements

Must be able to drive. Must be able to stand for short periods of time. Must be able to listen to complaints by phone or read on email or in hard copy then analyze and respond in a professional manner; able to research complaints by contacting companies, reviewing written responses and recommending resolution to consumers or businesses.  Must be able to personally observe and listen to staff responding to consumers and businesses to ensure that they are professional and provide timely, accurate information.  Able to track statistics and develop written reports; visit businesses to review complaints and recommend solutions; able to read, listen to “scams” and research; communicate by phone and in person.  Must be able to enter data, write reports.  Some lifting, bending, stooping, stretching and reaching as needed to move supplies, files and materials.

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