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
Critical Questions for Consideration
- How is technical assistance provided?
- Who answers the phone and responds to email inquiries?
- What messages are being delivered? Is the information accurate and consistent?
- How are inquiries tracked? How does this data inform professional development and local-level capacity building efforts?