Elements and Performance Criteria
- Arrange compliance with mandatory ADR procedures.
- Explain benefits of ADR procedures and answer client's questions according to organisational policy and procedures.
- Explain procedural requirements using communication appropriate to client needs.
- Identify and address potential difficulties in arranging delivery of services or refer them for action.
- Gain agreement to arrangements using negotiation and conflict-resolution skills.
- Complete documentation according to organisational policy and procedures.
- Refer parties to ADR procedures and services.
- Assess eligibility for access to ADR services.
- Identify legislative and other constraints and take into account when advising on appropriate dispute-resolution process.
- Analyse the issues and the parties' willingness and capability to assess the most suitable resolution process.
- Explain procedural requirements using communication appropriate to client needs.
- Explain impact of ADR proceedings on case management.
- Support ADR processes.
- Outline and implement processes to ensure respect for client's safety and needs.
- Explain client responsibility and contribution to outcomes.
- Assist client to prepare for problem solving and negotiation.
- Confirm client's understanding of the process.
- Explain privacy and confidentiality requirements of proceedings.