How can you ensure quality control in mediation services?

1 Define quality criteria

The first step to ensure quality control in mediation services is to define the quality criteria that apply to your context, purpose, and goals. Quality criteria are the standards or indicators that measure the quality of mediation services, such as the qualifications, experience, and competence of mediators, the adherence to ethical principles and codes of conduct, the use of appropriate methods and tools, the feedback and evaluation from clients and stakeholders, and the outcomes and impacts of mediation. You can use existing frameworks, such as the National Mediation Accreditation System (NMAS) in Australia, or develop your own criteria based on your needs and expectations.

2 Implement quality assurance

The second step to ensure quality control in mediation services is to implement quality assurance, which means applying the quality criteria to your mediation practice and supervision. Quality assurance involves monitoring, reviewing, and improving the quality of mediation services, such as by conducting regular audits, assessments, and surveys, collecting and analyzing data and evidence, identifying and addressing gaps and issues, and reporting and communicating the results and recommendations. You can use various tools and methods, such as checklists, forms, templates, interviews, observations, or feedback forms, to implement quality assurance.

4 Seek external accreditation

The fourth step to ensure quality control in mediation services is to seek external accreditation, which means obtaining recognition and endorsement from a reputable external body or authority. External accreditation can provide you with a formal and objective validation of the quality of your mediation services, as well as a competitive advantage and a marketing tool. External accreditation can also help you comply with legal and regulatory requirements, access funding and support, and increase your credibility and reputation. You can seek external accreditation from various sources, such as national or international mediation associations, professional bodies, or government agencies.

5 Foster a quality culture

The fifth step to ensure quality control in mediation services is to foster a quality culture, which means creating and sustaining a positive and supportive environment that values and promotes quality. A quality culture can motivate and empower you and your colleagues to pursue excellence and innovation in your mediation practice and supervision, as well as to uphold ethical and professional standards. A quality culture can also encourage and facilitate learning and development, collaboration and communication, feedback and recognition, and diversity and inclusion. You can foster a quality culture by setting and communicating a clear vision and mission, establishing and modelling core values and norms, involving and engaging your stakeholders, and creating and maintaining a feedback loop.

6 Review and revise your quality system

The sixth and final step to ensure quality control in mediation services is to review and revise your quality system, which means evaluating and updating the whole system of policies, procedures, and processes that govern and guide your quality control. A quality system can help you coordinate and integrate all the steps and elements of quality control, as well as to align them with your context, purpose, and goals. A quality system can also help you monitor and measure your performance and progress, as well as to identify and respond to changes and challenges. You can review and revise your quality system by conducting periodic audits, surveys, or consultations, and by incorporating new standards, methods, or tools.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?