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PROVIDE SOCIAL SERVICES
Mediate between people in dispute in
social service work
level:
6
credit:
6
planned review date:
June 2006
sub-field:
Social Services
purpose:
People credited with this unit standard are able to: facilitate
intake into the mediation process; clarify the issues in
dispute between the service users; facilitate the generation
of options to resolve issues in dispute; facilitate bargaining to
resolve issues in dispute; and facilitate closure of mediation.
entry information:
Open.
accreditation option:
Evaluation of documentation and visit by NZQA, industry and
teaching professional in the same field from another
provider.
moderation option:
A centrally established and directed national moderation
system has been set up by Community Support Services ITO
Limited (Careerforce).
special notes:
1
People awarded credit in this unit standard are able to
implement Te Tiriti o Waitangi in the social services
according to the authority and resources available to
them, and are able to demonstrate application of this
competence to the context of assessment for this unit
standard (for further clarification, please refer to Unit
7928, Implement Te Tiriti o Waitangi in the social
services).
 New Zealand Qualifications Authority 2016
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2
Glossary
An environment conducive to mediation is one in which
service users are attended to in terms of their
characteristics and needs. Characteristics may be
physical, spiritual and mental, and include their age and
stage of development, culture, disability, gender, health
status, language, and sexual orientation.
Needs
include needs to be respected, affirmed, and supported,
and needs for physical comfort, safety, and privacy.
Service user is used as a generic term to denote the
people from user groups of the social services who are
involved in mediation. They may be referred to by
various descriptive terms in the range of social services
settings.
3
People awarded this unit standard are able to
demonstrate and self-monitor their ability to relate to
difference, as evidenced by acknowledgement and
respect for difference, acceptance, genuineness,
honesty, humility, patience, and warmth. They respond
in inclusive ways that are appropriate to the
characteristics and needs of service users. They
demonstrate clarity about the limits of their role,
function, and competence, and when to refer on to
others.
4
In carrying out all elements of this unit standard, people
awarded this unit standard demonstrate impartiality and
even-handedness, and allocate attention equitably to
service users. They establish control of the mediation
process from the outset, allow the process to unfold,
and maintain focus on the mediation process. They do
not force settlement of issues in dispute, or collude with
any service users. They maintain their role in mediation
and establish and maintain their ethical position in
accordance with agency codes of conduct, social
service codes of ethics, and organisational guidelines,
protocols, staff manuals, strategic plans, or kaupapa.
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5
All communications are treated confidentially. The
scope and limits of confidentiality are defined through
negotiation and informed consent, and criteria
established by legislation, ethical practice, and service
provider guidelines. In the context of this unit standard,
sources of criteria established by legislation, ethical
practice, and service provider guidelines include but are
not limited to: Official Information Act 1982, Privacy Act
1993, service provider codes of conduct, codes of
practice issued by the Privacy Commissioner, social
service codes of ethics, and service provider guidelines,
protocols, staff manuals, strategic plans, kawa, or
tikanga.
6
People awarded credit in this unit standard show that
their actions are guided and supported by valid theory
for social service practice. Evidence is required of
social service theory that is derived from authoritative
sources, which may include but are not limited to: body
of knowledge related to social service work; cultural
theory; practice research.
Elements and Performance Criteria
element 1
Facilitate intake into the mediation process.
performance criteria
1.1
An environment conducive to mediation is established.
1.2
The roles, functions, legal responsibilities, and authority of the social service
worker as mediator are clarified with the service users.
1.3
The process, and kawa or protocols for mediation are clarified according to
consultation with service users.
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1.4
Facilitation methods and interpersonal skills acknowledge the characteristics
and needs of each party and enhance accurate and non-belligerent
communication between service users.
element 2
Clarify the issues in dispute between the service users.
performance criteria
2.1
Information is gathered through the use of interpersonal skills which
acknowledge verbal and non-verbal communications and elicit information
relevant to clarifying issues in dispute.
Range:
2.2
Facilitation establishes agreement by service users on all information that is
relevant to clarifying the issues in dispute.
Range:
2.3
skills may include but are not limited to - attending, listening,
following, clarifying, encouraging, questioning and discussion,
paraphrasing, reflection of feeling and content, summarising.
information that is relevant to clarifying the issues in dispute may
include but is not limited to - actual and potential positions on
issues in dispute; actual and potential conflicts of interest between
parties; legal factors relevant to issues in dispute; legal and
personal consequences of issues in dispute; cultural and gender
issues and protocols; resources available to support resolution of
the issues in dispute.
Facilitation enables agreement on the issues in dispute between the service
users.
element 3
Facilitate the generation of options to resolve issues in dispute.
performance criteria
3.1
Facilitation is directed towards assisting service users to move from positions to
interests and needs.
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3.2
Facilitation skills acknowledge the characteristics and needs of service users.
3.3
Facilitation methods encourage self-determination of service users and
discourage dependency by them on the social service worker or service
provider.
3.4
Facilitation methods assist service users to generate options that are
achievable and consistent with their interests and needs and the resolution of
issues in dispute.
Range:
facilitation methods may include but are not limited to brainstorming, co-creating and exploring alternatives, challenging,
confrontation, feedback, focusing, providing information.
element 4
Facilitate bargaining to resolve issues in dispute.
performance criteria
4.1
Facilitation methods are directed towards bringing service users to a resolution
of defined issues in dispute.
Range:
facilitation methods may include but are not limited to - enhancing
accurate communication, enabling non-belligerent communication,
focusing service users on interests and needs rather than
positions, enabling service users to move through blocks and
impasses to resolution, clarifying points of agreement and mutual
self interest, identifying progress towards resolution, generating
further options, enabling service users to pursue different options
as necessary in terms of the evaluation of progress.
4.2
Facilitation is conducted from a position of neutrality towards service users and
does not advocate the interests or needs of any service user.
4.3
Facilitation methods encourage self-determination of service users and
discourage dependency by them on the social service worker or service
provider.
 New Zealand Qualifications Authority 2016
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element 5
Facilitate closure of mediation.
performance criteria
5.1
Closure is established according to agreement with service users on termination
of mediation.
Range:
5.2
agreement with service users may include but is not limited to agreement that issues in dispute are completely resolved,
agreement that issues in dispute are partially resolved and no
further purpose can be achieved in mediation, agreement that
resolution is impossible and mediation is to end.
Closure identifies relevant issues for future resumption of contact or other
sources of referral for mediation or resolution of issues in dispute.
Range:
issues for future resumption of contact - factors that may lead to
resumption of contact; future roles, functions, and available
services; means of re-establishing contact with social service
worker or service provider;
other sources of referral for mediation or resolution of issues in
dispute may include but are not limited to - Courts and the
Disputes Tribunal, Human Rights Commission, Ombudsman,
Privacy Commissioner, Tenancy Tribunal, legal services.
Comments to:
Careerforce
PO Box 2637
Wellington 6140
Please Note:
Providers must be accredited by the Qualifications Authority
before they can offer programmes of education and training
assessed against unit standards.
Accredited providers assessing against unit standards must
engage with the moderation system that applies to those unit
standards. [Please refer to relevant Plan ref: 0222]
 New Zealand Qualifications Authority 2016