We are thrilled to announce that we have been shortlisted for the Innovation Award at the National Mediation Awards-2024. It’s an honour to be recognised for our innovative approaches over the past two years, as we have worked diligently to modernise and streamline all our processes, ensuring our services are user-friendly for both clients and mediators. This included:
- Developing our own, unique database which allows us not only to become more efficient at casework, but also to analyse referral pathways and case impact;
- Digitising all processes, including invoices, agreements to mediate, feedback forms, and compliance forms for mediators;
- Launching a new, mobile-friendly website with improved UI and UX, which now drives the majority of our referrals;
- Moving our phone lines to VOIP, enabling us to respond more swiftly to clients’ needs.
- Going the extra mile to meet clients’ needs: such as offering free translation services where needed (using a pool of volunteers and council contacts), circulating flyers in multiple languages (e.g., English, Ukrainian, and Russian for our Homes for Ukraine project), and matching mediators to specific needs (e.g. for faith-based cases).
- Analysing client interactions to improve casework flow: earlier this year, we collaborated with an M·E·L Research volunteer to create a questionnaire for analysing interactions with our caseworkers.
- Improving our EDI: earlier this year, we participated in DCMS’s research into EDI in volunteering in England, which led to the creation of our new EDI questionnaires.
Broadening our range of mediation services to meet the growing demand
Starting in 2004 as a small charity mediating purely neighbour disputes, we’ve continuously grown in response to increasing demand. As of 2024, we offer eight mediation types (neighbour, inter-generational, co-parenting, faith-based, school, Homes for Ukraine, workplace, and commercial), along with conflict coaching, facilitation, and training services. Each of these services was developed by speaking directly with people and organisations, responding directly to their needs. We strive to offer the highest quality mediation service and continuously improve our case processes. Last year, over 95% of our mediated cases were either partially or fully resolved. As one 2024 client shared, “You’ll receive the most robust and professional service in the industry.”
Expanding our training offerings
We are unique in that we not only offer a broad range of conflict resolution services but also champion peaceful communication by training peacebuilders of all ages through our in-house training projects. In 2024 alone, we shared our expertise both nationally and internationally:
- Delivered EDI training for mediators for a UK youth homelessness charity (focusing on mediating faith, race, and cultural issues);
- Participated in the UK government’s Reducing Parental Conflict initiative, training local champions and service providers to support parents in conflict using mediation skills. Later this month, we’ll deliver CPD-certified workshops for voluntary sector members on peaceful communication for the sake of children;
- Trained clinical ethicists in Canada to intervene and support clients and colleagues in conflict;
- Conducted conflict resolution workshops for various organisations, including an international anti-slavery organisation, a local church, and a food bank;
- Developed a new peer mediation training for primary schools, supported by educational specialists. This programme aligns with CMC standards and will be part of CMC’s national research into peer mediation;
- Trained secondary school students with behavioural challenges in emotional regulation and conflict resolution (“It gives you something to look forward to each week if you struggle at school. It’s like motivation”).
We are thrilled to be shortlisted for the National Mediation Award in Innovation, as recognition of our innovative approaches. We wish the best of luck to the other nominees and look forward to the ceremony in December.