DVR Consumer Mediation Process

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Consumer contacts Hearing Coordinator to request mediation

Hearing Coordinator notifies WDA Director of consumer's request
Hearing Coordinator notifies consumer of WDA Director's decision via preferred method and via post
- If DVR agrees to mediation, letter to consumer will include ROI and mediator bios to solicit primary and secondary mediator choices
- For 10 counties, the preferred mediator will be the automatic primary choice

Consumer returns signed ROI and notifies DVR of mediator selection

Hearing Coordinator alerts mediator to consumer request, forwards mediator copy of letter to consumer containing instructions to consumer
- SLT copied on alert

Mediator to contact parties to mediation within two (2) business days once referral received

Mediator provides information regarding mediation process
Mediator secures convenient, ADA compliant location and time for mediation that must be agreed upon by all parties
Mediator determines whether accommodations needed
Mediation should be scheduled (allowing at least five days notice to all involved parties) and held within two weeks upon receipt of referral

Mediation services take place

Mediation process must be completed within 30 calendar days of receipt of request for mediation services, unless an extension is agreed to by all parties
Should an agreement be reached, mediator drafts settlement agreement and provides to all parties, including the Hearing Coordinator, within five business days
- Agreement must be signed by both parties

Mediator returns all case files/records to DVR within 10 days upon case closure