NCJ Number
93267
Date Published
1982
Length
161 pages
Annotation
After reviewing the development of dispute resolution programs, outlining their common features, and identifying the unique features of the disputes resolution program of the Philadelphia Commission on Human Relations, this report presents the methodology and results from an evaluation of the program in its fourth year of operation.
Abstract
The evaluation focused on the clarity of program objectives, the degree of incorporation of such objectives into the resolution of disputes, and the perception of successful resolutions by both staff and clients. A preevaluation activity was the development and administering of a questionnaire to determine objectives and criteria for successful case resolution. The questionnaire was based on staff interviews and required that staff rate their use of the suggested objectives and criteria for success. The schedule required staff to choose objectives for a particular case, rate the extent to which those objectives were attained, and rate any additional results obtained. A questionnaire was also developed to evaluate clients' perceptions of the program. Complainants and respondents were called twice each at points 3 weeks and 2 months after the case closing to obtain an immediate and then a longer range perception of the help received. The program was found to have internal consistency regarding its purpose, objectives, and methods of operation. Program participants also perceived the program as fair and helpful and in the resolution of their conflicts with neighbors. Program weaknesses were found to be primarily in procedures to ensure that the values and objectives of the program are consistently used by staff and communicated to participants. Appendixes present procedures and forms used in the disputes resolution program, referral source code and case closing code listings, questionnaire forms used in the evaluation, and samples of possible case-closing letters. Tabular data are provided.