How services are accessed and provided

Intake Process 
Access to each available dispute resolution process is clearly communicated and not burdensome for intended audiences. Concerted effort is given to reducing burdens for under-served groups. How a program is accessed may depend upon the program structure (local, regional, SEA, or through a contracted program provider).
Examples: toll-free number, intake coordinator, accessible forms, dedicated webpage

Case Management 
Mechanisms are in place to gather and share information, provide services, and meet timelines. Software solutions that provide a user friendly interface and connect to your data system can allow for easier case management and data collection.
Examples: timeline standards, meeting logistics, case assignment

Participant Preparation
Resources are developed and shared with potential stakeholders that outline the specific dispute resolution processes that are available in your state or agency, how to access those processes, and how to prepare for them. Additional supports are given to under-served communities.
Example: orientation, brochures, checklists, coaching

Diversity and Inclusion
Concerted effort is given to building relationships with communities of color and traditionally under-served groups. Recognize that non-dominant cultures may face additional barriers or prefer alternative ways to access the system.
Examples: community outreach coordinator, cultural liaison

Technical Assistance 
Program personnel are responsive to requests for information from stakeholders and potential participants on the appropriate uses of various dispute resolution processes available in your state and how to access them.
Examples: trouble-shooting, Q&A, comparison charts

See Related Resources