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"My internship really made me realize how important listening is for people in conflict. Not just hearing them, but understanding the message behind what they are saying. Every time I picked up that phone to do an in-take, I knew there was someone on the other end of the phone who needed help and someone to just listen and validate. So even though I may not be the one who is mediating their problem, I know I have given that person peace of mind if only until the mediation." - K.J., 2008 Intern
 NEIGHBORHOOD MEDIATION PROGRAM INTERN
As a grassroots organization, interns play an important role in assisting Community Boards operate the longest-running, no-cost mediation program in the United States! Our internship program provides several unique learning opportunities for both personal and professional growth.
As an intern, you'll gain knowledge of the challenges and rewards facing community-based nonprofit organizations. You’ll see Alternative Dispute Resolution (ADR) in action at the neighborhood level. By assisting with case development and management, you'll learn important communication skills for working directly with people who need assistance with a wide range of disputes.
INTERN TRAINING
Interns are first trained in our intake procedures. Intakes take place on the telephone and though face-to-face meetings. During the initial intake, the ability to listen to and understand the issues and to empathize with the caller without validating the caller’s position is developed. Since many of these callers are in high emotion -- angry, frustrated, distressed, depressed -- professionalism, understanding and patience are essential skills.
Interns also will learn and perform all steps of case development, including sending letters to the second party, contacting that person or persons if they do not respond to our letter, and answering all concerns of others involved in the mediation. Since the second party may be unfamiliar with Community Boards and with the process of mediation, sensitivity to the second party’s concerns is tantamount. The goal is to persuade the second party to participate in mediation. The abilities to listen and to explain the mediation process are essential.
COMMITMENT
We ask that you commit to at least one day a week, Monday through Friday, and work between 11 AM - 6 PM. As many interns are students, we do ask for a semester or quarter term commitment.
QUALIFICATIONS
 Good telephone and communication skills
Ability to empathize without taking sides
Patience while working with angry, frustrated or upset callers
Familiarity with data entry
Fluency in Spanish, Cantonese or Mandarin would be helpful
WORK TASKS
Case Intake
Explain Community Boards’ services and role of mediation
Listen to caller’s issue(s) and ask clarifying questions
Determine if mediation is appropriate
Provide referrals if mediation isn’t appropriate
Collect demographic data
Case Development
Contact Party 2, by mail and, if needed, then by telephone
Answer all concerns of Party 2, reinforcing Community Boards’ neutrality
If parties agree to mediate, negotiate/schedule best date and time for mediation
Administration
Collect information and enter data in MADtrac database
Follow-up telephone “mediation satisfaction” survey
Some general assistance if needed
If you are interested, please contact Liora Kahn, Mediation Program Manager, 415-920-3820 x109 or email.
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