Intake Process 

Indicator: Available dispute resolution processes are understandable, comprehensive, accessible and not burdensome for intended audiences. 

Information on how to navigate each available dispute resolution process is easy to locate on the SEA website, and assistance is readily available. Barriers to access dispute resolution processes are minimized, especially for underserved groups. Intake forms are easy to understand, access and submit.
Examples: toll-free number, intake coordinator, accessible forms, dedicated webpage, parent liaison

Case Management 

Indicator: Cases are managed in a timely, consistent, compliant, and effective manner.

Practitioners are quickly assigned to cases and adhere to timelines. Mechanisms and procedures are in place to ensure timely communication between the coordinators and practitioners, and between coordinators, practitioners and participants. Case specific data is tracked from inquiry to result (e.g., practitioner, participants, issues, timelines, outcomes). Software solutions that provide a user-friendly interface and connect to the data system can allow for easier case management and data collection.
Examples: timeline standards, meeting logistics, case assignment, case data tracking system

Technical Assistance 

Indicator:Information is shared on the appropriate uses of various dispute resolution processes available and how to access them.

Trained personnel communicate clear, consistent, and accurate information about available dispute resolution processes. Program personnel are responsive to requests for information, directing staff, stakeholders, and potential participants to appropriate resources. This may include local-level capacity building efforts.
Examples: trouble-shooting, FAQs, comparison charts, call center procedures, reference guide, coaching

Participant Preparation

Indicator: Resources and supports are available to help potential participants prepare for a specific dispute resolution process.

Resources and support may cover information about the process, advantages and considerations, how to initiate the process, and strategies to prepare. Additional supports are provided as needed.
Example: orientation, brochures, checklists, coaching

Diversity and Inclusion

Indicator: Efforts are made to understand the interests and experiences of non-dominant groups and how they are impacted by the system.

Program personnel recognize that non-dominant cultures may face additional barriers or prefer alternative ways to access the system. Concerted effort is given to building relationships with underserved groups to enable equitable access.
Examples: community outreach coordinator, cultural liaison

 

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