Indicator: Clear and consistent messaging is developed to explain the dispute resolution system and each of the available processes.
Key messages to explain the dispute resolution system and available processes are developed. Spokespersons, including program representatives and involved stakeholders, are aware of and use the agreed upon language.
Examples: standard talking points for all informal and formal presentations; slogans; key messages
Indicator: Targeted audiences, including individuals from non-dominant groups, are understood and their interests are reflected in products and services.
Efforts are made to understand the motivations and experiences of the people who use and are most impacted by the system. Key stakeholders are identified, including individuals from under-represented groups (e.g., communities of color), and materials are developed in consultation with stakeholder representatives. Information may be tailored to meet the specific needs of an audience, but overall messaging remains consistent. Information is disseminated to all stakeholders.
Examples: families, educators, advocates, attorneys, advisory groups, associations
Cultural & Linguistic Diversity and Accessibility
Indicator: Information is accessible to all stakeholders, including underserved groups, and written in the languages of the families served.
Dispute Resolution information and processes are easy to access. Materials are available in accessible formats and written in the languages of the intended audience. Materials are easy to understand, written at an appropriate grade-level, and void of educational jargon. Considerations are given to facilitate access to traditionally underserved groups.
Examples: screen-reader accessible formats, alternate formats (Braille), languages other than English, resources reflecting non-dominant cultures, parent-friendly language
Materials & Delivery Mechanisms
Indicator: Materials are available in multiple formats and various delivery mechanisms are used to disseminate information (e.g., website, brochures, videos, presentations to various stakeholder groups, electronic announcements).
Information about the dispute resolution system and the available processes is publicly available in multiple formats via a range of delivery mechanisms (while ensuring confidentiality requirements are met). Web-based and printed resources are developed for culturally and linguistically diverse audiences. Informational presentations are tailored to stakeholder groups and delivered regularly.
Examples: brochures, FAQs, website, videos, forms, presentations at various meetings and conferences, co-led presentations with multiple agencies, presentations to blended audiences