Resources / Study / Innovation for Court ADR

Just Court ADR

The blog of Resolution Systems Institute

‘I Think My 10-Year-Old Can Do This’: RSI’s Model ODR Communications Are User Tested

Stephen Sullivan, October 23rd, 2024

RSI recently completed user testing research for the ODR Party Engagement (OPEN) Project! We are excited to share insights from our experience conducting the testing and what we learned from participants about our model court communication materials.

User Test Study

As part of the OPEN Project Phase 2, RSI developed prototype materials — a webpage, a notice document, an informational video and an interactive guide — to help courts communicate more effectively about online dispute resolution (ODR). We worked with an inclusive designer to create materials that exemplify best practices based on designer expertise, OPEN Phase 1 findings and previous research. To ensure these materials were accessible and user-friendly, we planned a series of user tests to obtain feedback from actual users whose backgrounds resemble those of self-represented litigants.

Over the past two months, the RSI research team conducted user tests across the country. We recruited a total of 15 demographically diverse participants from distinct areas: a rural town in New Hampshire; Baltimore, MD; and the Santa Fe-Española area of New Mexico. Participants were instructed to use the materials to complete relevant tasks: read about ODR, watch the informational video, prepare for ODR as a defendant, and sign up for an account. While they tested the materials, RSI researchers observed and took notes on their behavior, listened to their thought process, and asked follow-up questions. We also disseminated post-test surveys and conducted semi-structured interviews about their experience with the materials.

Read more background on the ODR Party Engagement (OPEN) Project, from concept, to focus group feedback, to creation of tools for courts, in RSI’s earlier blog posts.

Real World Feedback

Feedback from the user tests helped us to identify strengths and weaknesses in each of the materials. Users overwhelmingly praised our video for its clarity, engaging visuals, concise discussion about ODR and appropriate length; the video averaged a 4.73/5 rating for how easily it was understood.

The sessions highlighted the importance of accessible visual design. Participants missed some of the information on our webpages because they lacked sufficiently visible indicators for clickable or interactive content. Higher saturated colors, consistent blue hyperlinked text and plus signs are some of the fixes we will implement in new versions of the webpages.

User testing also provides a beneficial opportunity for users to share their own creative ideas for improving the materials. During the sessions, these ideas encompassed: making the account login interface more accessible, identifying when repetitive information was useful or distracting, and enhancing the perceived trustworthiness of our notice document.

Participants were excited about the prospect of ODR being available to them. The relative ease of their testing experience only amplified this excitement; participants shared frustration with previous instances trying to navigate difficult-to-use court materials. In contrast, they found our materials to be simple to follow and understand, a sentiment shared even among those who were hesitant to use digital technologies generally. Describing the account creation pages, one participant in New Hampshire noted, “Yes, [I would feel confident helping a friend sign up for ODR using this system]. It’s really easy to use. I think my 10-year-old can do this.”

We will next return to our design partners to implement the feedback we received from user testers. RSI is grateful for the participants’ generosity and excitement for the project. We are planning to conduct one more round of user testing once the revised materials are completed to ensure any lingering issues are addressed before making the final models available for courts. RSI is also grateful to the American Arbitration Association-International Centre for Dispute Resolution (AAA-ICDR) Foundation for its funding of the OPEN Project.

RSI Mediator Also Helps to Calm Nerves in New Role as Volunteer at Eviction Court

Just Court ADR, October 15th, 2024

In honor of Conflict Resolution Day on October 17 and the American Bar Association’s Mediation Week the third week of October, we are featuring a Q&A with RSI mediator Cathy McCoy. In addition to mediating for RSI, Cathy recently became our first volunteer at the Kane County Courthouse in Geneva, Illinois, supporting parties in our eviction mediation program. RSI is grateful for Cathy’s contributions to our programs, and for the contributions of all of those who have mediated for our programs and other programs across the country and world!

When and why did you first become interested in being a mediator?

Cathy McCoy

Using mediation-related skills has always been an informal part of my career working as a non-attorney guardian ad litem on behalf of children in Kane and DuPage counties in Illinois. I was involved with the Court Appointed Special Advocate (CASA) program for 20+ years, initially as a volunteer, then on staff as an Advocate Supervisor for the guardian ad litem programs both in Kane and DuPage counties. I retired from CASA in 2022. The role of CASA is to advocate for the best interests of children who have experienced abuse or neglect. CASA volunteers were encouraged to represent the “voice of the child” in court to help ensure that children are safe, have a permanent home and have an opportunity to thrive. Conflict between parties was a factor in every family that I encountered in the court system. Even though a formal mediation process was not always an option, the conflict I encountered in juvenile court proceedings highlighted the need to allow each party to have a say in the outcome of their court case. Discussing family conflicts in child protection matters allowed me to develop listening and communication skills to help parties to remain focused on child safety and well-being.

With the pandemic, courts were closed, so I found I had the time to further my education in two areas that interested me. Since I spent much of my time in court, I enrolled in a paralegal program to become more adept at preparing documents for the court and to gain a better understanding of the legal terminology. I then completed the 40-hour mediation training presented via Zoom by the Center for Conflict Resolution (CCR) in Chicago. A co-worker recommended the CCR mediation training, and I was excited to see that I didn’t need a law degree to participate!

Can you share a little about your history as a mediator with RSI’s programs?

Early on, I started working with the planning team at the inception of the Kane County Child Protection Mediation Program while I was working as a Guardian Ad Litem Supervisor with the CASA program in the juvenile court. I was fortunate to be able to participate in mediations as a representative of CASA, and later, after leaving the CASA program, I was able to step into the role of mediator in child protection disputes. In late May 2021, I started mediating with RSI in eviction court cases in Kane County.

What do you like about being a mediator?          

I love interacting with families and have spent countless hours encouraging family members to put aside their differences and remain focused on the needs of the children. I have found that the mediation process provides an opportunity for the parties to express what is really important to them, to know that someone is listening, and to take a more active role in problem-solving. When I worked in the juvenile court, we spent a great deal of time talking with families in the hallway and waiting room outside court, and some of the best plans and discussions came during those hallway meetings. Shifting to mediation via Zoom after the pandemic allowed me to keep the conversations going, and families have been appreciative of the intervention.

Is there a type of mediation that you like best, and if so, why

I enjoy eviction mediation because there are such varied situations, and the parties usually come to mediation prepared to take action to change their situation.

My other passion in mediation continues to be working with families when there are children involved in the court system. My specialty is working with guardians of children, with a focus on improving communication between parents and guardians about the needs and best interests of the children. It was disappointing when the child protection mediation program in Kane County ended. In order to continue the process, and in conjunction with court partners, I developed a pilot program for mediation in cases involving guardianship of minors in DuPage County, and the program has been steadily growing. If parties agree to participate, the Probate Guardianship Court judge refers pro se family members to mediation in order to resolve various conflicts involving children. This year, our Guardianship Family Engagement Mediation Program was awarded an Achievement Award from the National Association of Counties. The awards honor innovative, effective county government programs that strengthen services for residents and promote equal access to services.

Do you think that learning the tools of mediation has affected other aspects of your life? If so, how? 

Mediation has truly changed the way I interact with everyone, even when it comes to communication with friends and family. I hope that family members would say my listening and communication skills have improved over the past few years! 

What are some challenges with being a mediator?         

Personally, one of the most challenging aspects was to put aside my assumptions and listen to the needs and interests of each participant. And at times difficult situations seem to arise when a participant does not want to be there or doesn’t trust the mediation process.

When did you start volunteering with RSI, and what do you do? What motivated you to start volunteering?

This is the first year that RSI has had a volunteer in court at the first appearance of parties in the Eviction Court. I greet people when they arrive and answer questions about mediation in general. If the judge refers their case to mediation, I speak with the parties afterward, gather contact information and explain the process and next steps.

I offered to volunteer because RSI staff understood the importance of having a person present when parties attend court in person. Parties are often nervous when they arrive; being in court can be intimidating, so greeting them in person seems to help. There is also an RSI staff member on Zoom attending court remotely so that every person present in court, either remotely or in person, has the ability to make a connection with the mediation program.

What inspires you to continue volunteering with the eviction mediation program?   

I will be there as long as (RSI Eviction Mediation Program Manager) Chrissy (Wright) needs me! I find that interacting with parties before and after court provides insight into the needs and interests of parties in this type of court case. And, I love working with Chrissy, Brock, Kiasha and the folks at RSI. They have welcomed me as part of the team, and I have learned a great deal from them.

How do you think the Kane County Eviction Mediation Program is important to the community it serves?

I love that eviction mediation can benefit both tenants and landlords, both by shortening the time it takes to resolve their case and by reducing the stress level so that parties can focus on the future and make difficult decisions. Most importantly, mediation can help avoid evictions and provide a bit of stability during challenging times. I often work with pro se parties that express gratitude that RSI mediators help them understand the process and empower them to make decisions, when the expense of an attorney would be a financial burden. In addition, being able to participate in mediation remotely via Zoom has been a huge benefit to all parties. Attending mediation and court in person in Kane County can be difficult without access to transportation, given the layout of the county.

Survey Comments Highlight What Tenants, Landlords Think About Mediation Program

Jasmine Henry, September 16th, 2024

Since 2020, Resolution Systems Institute has administered the Kane County (Illinois) Eviction Mediation Program. Our team works with the 16th Judicial Circuit Court and community services to mitigate the negative effects of eviction filings. We conduct intake, schedule mediations, provide guidance for parties going through eviction mediation, manage the mediator roster, and provide assistance to the mediators as needed. After parties participate in mediation, we ask them to complete a survey about their experience, including answering multiple open-response questions.

Landlord and tenant comments on the program and their mediations illuminate what they value and what falls short for them. We have seen how the process makes parties feel respected and listened to, and what that means for them. We have also learned of issues that arise with power imbalances and with mediators who repeatedly facilitate cases involving the same attorney.

Mediation as a ‘Life Preserver’

Comments from the past year make clear that many parties have been profoundly affected by their experience with our program and their mediation. This is perhaps best exemplified by this comment from a tenant: “Everyone has their own reasons for difficulties. I got a chance to say how this happened and also how I can prevent it from happening in the future. I’m thankful for everyone who has helped me through this and being treated fairly and with respect. This program is a life preserver to a drowning person. Thank you.”

Another tenant shared a similar sentiment, saying, “When people go through a difficult time, this program gives them a chance.”

Mediator Role is Key

As with so many mediation programs, mediators are central to parties’ positive experience in the Kane County program, survey responses show. In fact, the presence of a knowledgeable, impartial mediator is one of the most appreciated aspects of the program. One participant noted that the mediator “listened to both sides of the story.” Another commented: “I really appreciated . . . the way the mediator helped to point out the facts of the situation and allow both parties to express themselves. As a tenant without a lawyer who’s been through a major financial crisis, it gave me the opportunity to be listened to and to get my head above water.”

Many survey respondents praised their mediators’ ability to help parties find compromise. As one tenant put it, “They really try to meet in the middle and make everyone happy in the end. It gives so much clarity and security.” Another tenant succinctly stated, “It gave a compromise to a no win situation.”

Participants noted that both the skills of the mediators and the structured nature of the mediation process ensure that all parties have a chance to contribute to the conversation. A tenant shared: “Both sides were given the opportunity to speak uninterrupted. Everything was explained clearly and the mediator was very pleasant to work with. I came in feeling anxious not knowing what to expect but was pleasantly surprised by the whole experience and outcome.” A landlord shared that it was “good to talk to the other party in the presence of some responsible people.”

“The meeting was not at all stressful once the call was started. Each party received ample time to discuss any offer, explanations of situation, possible resolutions to ensure both parties benefited.”

Tenants in particular mentioned the importance of feeling listened to. When asked what they liked about the mediation, tenants described mediators who “listened to my doubts and questions,” were “helpful and caring and want to hear what you have to say,” or gave all parties “the opportunity to discuss their thoughts and concerns.” A landlord added that their mediator “listened and asked good questions.”

Additionally, mediators were often commended for their patience and thoroughness, as exemplified by this comment: “The [mediator] was very respectful and kind and listened to all my doubts and questions. The [mediator] helped a lot and explained everything in very good detail.” Another participant described their experience this way: “The meeting was not at all stressful once the call was started. Each party received ample time to discuss any offer, explanations of situation, possible resolutions to ensure both parties benefited.”

These comments underscore the program’s success in creating an environment where both tenants and landlords feel they can speak openly, are listened to and are treated equitably.

Resources for Vulnerable Individuals

Several survey responses highlighted the program’s value for vulnerable individuals. For example, a number of comments mentioned the importance of the resources beyond mediation that the program can connect parties with. One tenant wrote that the program “was there to help me [with court paperwork] when they really didn’t have to.” Multiple commenters emphasized that they had applied to the court-based rental assistance program — which the mediation program directed many parties to, and which parties were able to access until funds ran out in June 2024. When asked if they would recommend eviction mediation to a friend, a tenant shared that they would (even though they didn’t settle their case in mediation) because “sometimes tenants are unaware of the resources available due to lack of communication or shame.”

Others expressed more general appreciation for being able to participate in the program as someone in a challenging situation: “Just every single mother that actually works and tries 100% for her and children deserves this opportunity.” Another shared: “I think it is an excellent program for families who are going through difficulties, personally I felt supported and confident in the ability of this incredible program to help.”

Perceptions of Mediator as Biased

Some survey respondents indicated that their mediators worked to minimize the usual power imbalance between tenants and landlords. For example, one commented: “My mediator was a rockstar ! The attorney tried to bully us and was interrupting them but they kept their calm and brought up my rights.”

However, some tenants expressed concerns about potential bias in the mediation process, with one tenant stating, “They are there to mostly help the landlord … It doesn’t help the tenant. At all … The mediator is on the landlord side to help them evicted you.”

“I felt because the lawyer and the mediator were familiar with one another they may have been more partial to the landlord.”

Similarly, a tenant shared, “Not only was I not informed what mediation was going to be like, but also the mediator didn’t take everything I said and just went with what the landlord [said].” And one tenant went so far as to say, “I feel like I was gaslit by the Lawyer, and [the lawyer], as well as the mediator didn’t want to hear my side.”

Some comments about pro-landlord bias reflected a tenant’s understanding that the mediator already knew or had worked with the landlord’s attorney in the past, with one tenant writing: “I felt because the lawyer and the mediator were familiar with one another they may have been more partial to the landlord.”

Another explained: “[I]t’s like the mediator and the landlord and the landlord Lawyer have some kind of friendship already[,] so that kind of singles you out when they’re cracking jokes and laughing with each other[. A]nd then [the mediator is] only hearing [the landlord’s] side and telling you [that] you have to take your side to court.”

Other criticisms related to feeling unduly pressured to reach an agreement. One tenant explained how they felt both unheard and pressured: “I feel as if, regardless what was disclosed, my landlord and his attorney pushed too hard at a hard no to mediation, not giving me a chance, and the mediator seemed to take what I had to say about the situation with a grain of salt.” Another tenant stated, “My concerns were not fully addressed, felt bullied into settling.” One expressed their frustration, saying: “The mediator didn’t listen to my needs and disregarded any of my opinions[. The mediator] listened to every word the lawyer said and also wrote anything they wanted word for word.”

How RSI Uses Feedback

RSI uses party responses to our post-mediation surveys both to evaluate and improve our program, as well as to tell the full story of the eviction mediation process. These firsthand accounts allow us to go beyond statistics to better understand how eviction mediation programs affect real people in our communities. Furthermore, these comments provide invaluable evidence of the program’s tangible benefits. By thoughtfully analyzing and presenting these comments, we strengthen our partnerships, justify program funding and, ultimately, improve our ability to effectively serve the Kane County community.

RSI takes party criticisms of our mediators and program very seriously. Every quarter, we evaluate the participant post-mediation survey responses to determine what is or is not working. Every month, we hold meetings with our program staff to review our findings. We also use our research to train mediators on how to cultivate better party experiences. When necessary, we provide further training and support to mediators with recurring issues. Occasionally, if feedback was provided but no improvement made, we remove underperforming mediators from our roster.

Negative party perceptions, even if not reflective of actual bias, indicate a need to ensure and communicate impartiality more effectively. While it can be demoralizing to read party comments complaining that a mediator was biased, these comments help us to understand the impact that such perceptions have on party experience. Mediation is meant to be a level playing field for all parties — landlords and tenants, unrepresented parties and those with attorneys.

How Can Community Mediation Centers Successfully Diversify Their Rosters?

Stephen Sullivan, August 7th, 2024

Community mediation centers have long recognized that parties feel seen and benefit from working with mediators who are from diverse backgrounds. Despite this, they have found it difficult to develop mediator rosters that reflect the communities they serve. The Center for Conflict Resolution (CCR) in Chicago is undertaking an innovative project to address this issue. The staff of CCR has engaged RSI to develop a guide to support other community mediation center staff in their efforts to increase equity in their mediator rosters, and to assess their implementation outcomes. Funding for this project has been generously provided by the American Arbitration Association-International Centre for Dispute Resolution Foundation (AAA-ICDR) Foundation. 

Ongoing DEI Assessment 

The Center for Conflict Resolution in Chicago has engaged RSI to create a guide to help community mediation centers diversify their mediator rosters.
RDNE Stock Project via Pexels

Over the past year, CCR has been working with an external diversity, equity and inclusion (DEI) partner to audit its mediator mentorship program (MMP). The MMP is an intensive, three-month training program that prepares participants to meet CCR’s performance-based evaluation standard. Participants then provide a minimum 18 months of mediation services through CCR’s programs. CCR’s primary goals are to increase the demographic diversity and inclusivity of its recruitment, selection, training and retention processes. Meeting these goals has required a comprehensive and holistic retooling of the program. For example, CCR staff are experimenting with new models for meeting program requirements, establishing new communication practices, and creating ways to accommodate different types of mediation skill sets. Measuring the success of these changes is critical; CCR is also developing new survey instruments and tools to determine impact.

RSI is assessing CCR’s progress in meeting its DEI goals, to document lessons learned and share what CCR staff would recommend to other organizations.  

Project Outcomes

RSI will communicate findings from our assessment of CCR’s efforts in two main ways: 1) a guide for community mediation centers, and 2) an evaluation report.

Through interviews with key CCR staff, review of audit documents, and analysis of demographic data, RSI will create a reference guide for community mediation centers to learn from CCR’s approach. The guide will include instructions and templates for engagement techniques, methods for measuring demographic data, and forms for screening and interviewing. Along with these materials, we will discuss how CCR staff members implemented changes and addressed challenges.

Our collaboration will also culminate in a final evaluation report, which will focus on insights from CCR’s new survey instruments. RSI will analyze survey data to determine which areas of the retooled program saw the most success and which areas require further refinement. Both the guide and the report will be disseminated widely, through CCR’s website, RSI’s website, the National Association for Community Mediation’s virtual library, conference presentations and social media. Ultimately, our goals are to understand existing exclusionary practices or biases within mediator programs and break down barriers to diversity, equity and inclusion in mediation practice.

We plan to share the guide for community mediation centers and our CCR evaluation in mid-2025. Follow RSI’s blog, newsletter and social media for the latest updates.

Verified by ExactMetrics