Mediation Case Coordinator 

POSITION SUMMARY

Full time @ 32 hrs/wk  |  Flexible remote/in-person  |  $20–$24/hr

Benefits: Health stipend; paid time off including holidays, personal days, and accrued sick and vacation time; professional development opportunities

The CRG Mediation Case Coordinator (MCC) handles case coordination activities for community members seeking mediation services with CRG. Working closely with the Mediation Program Manager and other case coordinators, this role supports mediation team goals and works on assigned sub-program areas to ensure that program activities run smoothly; parties, mediators, and program partners are well-supported; and program data and logistics are well-managed.

The Coordinator maintains organized, responsive, and high-quality program delivery by communicating with parties, conducting intake and screening, coordinating with mediators and other providers, tracking case activity, and assisting with outreach and grant-reporting activities. The Coordinator will be responsible for connecting community members to services with patience, empathy, and high-level organizational skills. This position works collaboratively to support CRG’s mission, values, and commitment to equitable and community-centered conflict resolution and skill-building / training.

This role primarily works within CRG’s core hours of 9-5, Monday through Friday, with flexibility of how the 32 hours are distributed. Some fixed events and meetings are required, as well as occasional evening and weekend work. 

QUALIFICATIONS

Required

• 1–3 years of experience in mediation, restorative justice, conflict resolution, or a related field

• Strong organizational and coordination skills with excellent attention to detail, especially with data management and record-keeping

• Excellent time-management skills and ability to manage multiple tasks with consistent follow-through

• Strong oral and written communication skills demonstrating patience, empathy, and clarity

• Working understanding of how to handle sensitive and confidential information in compliance with applicable laws and regulations

• Proficiency with standard office and virtual tools (Google Workspace, Zoom, data systems)

• Located in Western MA (ideally Franklin, Hampden, or Hampshire counties)

• Valid driver’s license and reliable personal vehicle (mileage reimbursement provided for work-required travel)

Preferred

• Completion of a Basic Mediation Training and/or other conflict resolution training (CRG may be willing to support  the right candidate in completing appropriate trainings)

• Experience working with diverse populations across race, class, and ability 

• Awareness and skill in working with power dynamics constructively

• Experience working in nonprofit or community-based settings

• Experience with data tracking or case management systems

• Experience supporting trainings, facilitation, or group processes

• Proficiency in another language, especially Spanish

Core Competencies

• Commitment to the community mediation model, social justice, equity, and collaborative and community-centered approaches

• Strong follow-through and systems thinking: proactive and solutions-oriented

• Ability to take initiative on defined tasks while also working collaboratively

• Responsiveness and clear communication

• Adaptability and comfort with evolving program needs

• Willingness to ask for help when needed and respond constructively to feedback

POSITION RESPONSIBILITIES

This is not a complete list of job responsibilities and all areas may not be relevant to all staff, but it provides a sense of what you can expect.

Intake & Case Coordination

• Field inquiries and referrals for services; respond to clients and enter case information into case management systems

• Conduct initial intake and screening; communicate with parties to prepare them for mediation

• Coordinate scheduling of mediations with parties and mediators, including timely follow-up

• Provide case coordination for assigned sub-program areas, which may include Housing, Divorce & Family, Reentry, Small Claims, and Community mediation

• Work with other CRG staff to create invoices for parties

• Integrate service provision with CRG policies and procedures (fee collection, invoicing, confidentiality, etc.)

• Support CRG mediators with debriefs, feedback, and case tracking

Data Tracking, Reporting & Administrative Systems

• Maintain excellent record-keeping and enter case activity in data management systems

• Help maintain systems for tracking program activity and contacts

• Support documentation of program procedures and updates

• Respond in a timely way to emails, complete filing, track data, and handle administrative tasks in accordance with CRG policies and procedures

Outreach & Community Partnerships

• Conduct outreach activities with relevant community groups and organizations (presentations, events, tabling, communications)

• Provide excellent information on CRG services to diverse segments of the community

• Support and develop relationships with partners and community stakeholders (courts, agencies, local groups); attend community events on CRG’s behalf

• Maintain and update contact lists, partner information, and outreach activity logs

• Attend program-specific partner and funder meetings as required

Sub-Program Leadership

For sub-program areas assigned by the Mediation Program Manager:

• Help create and maintain action plans for meeting goals and monitoring impact based on established goals, benchmarks, and success indicators

• Support development of sub-program grant application narratives and data reports; ensure required data is collected, accurately recorded, and reported

• Identify program successes and issues for possible follow-up with funders

• Support the sub-program practitioner pool to ensure high-quality services are provided

• Cultivate relationships with key sub-program stakeholders

• Develop written documentation of sub-program practices and procedures

• Maintain lists of key sub-program contacts and awareness of current trends and practices in the field

• Identify and proactively address issues affecting service provision, practitioner professionalism, or coordination with referral sources

Organizational & Team Support

• Participate in staff meetings, case review meetings, supervisory meetings, and organizational initiatives

• Participate in organization-wide trainings, professional development, and group discussions

• Provide administrative support for mediator community trainings and learning communities

• Provide administrative and logistical support for team-wide efforts

• Assist with cross-program coordination and provide back-up support for team members as needed

• Contribute to grant application and reporting functions, including gathering data and narratives

• Actively seek and communicate feedback from those served, practitioners, and community stakeholders

• Participate in identifying organizational and program priorities and implementing action plans

• Serve as a mediator or facilitator when organizational needs and professional development require

• Support other CRG programs or events and carry out other relevant duties as assigned

CRG is an equal opportunity employer. We strongly encourage applications from people of color, immigrants, people with disabilities, LGBTQ+ individuals, and others who are underrepresented in the mediation field.