Occasionally, inconveniences occur between clients and service providers, and clients must receive the services they are entitled to. For example, clients may seek a resource they believe they are entitled to because of their health insurance. In other cases, participants in workfare programs may be penalized for not meeting program expectations . Service may be denied for a variety of reasons. Clients did not adequately represent their eligibility for services, or the tensions that sometimes develop between clients and service providers may precipitate the withdrawal of service requests by clients or the withholding of services by providers. In such cases, practitioners can serve as mediators to remove barriers to service
delivery. In serving as a mediator, they must listen carefully and draw facts and feelings from both parties to determine the cause of the rift. Mediation is a process that provides a neutral forum in which disputants are encouraged to find a mutually satisfactory solution to their problems (Chandler, 1985, p. 346).
“It is important not to take sides with either party until you are sure you have complete information. When you have finalized the nature of the dispute, you can plan appropriate corrective actions to eliminate the problems, clarify possible misunderstandings, and work through negative feelings that impede service delivery. In recent years, the knowledge of mediation skills has evolved to a high level of sophistication.” Today, many social workers work independently or in conjunction with attorneys to mediate disputes between divorcing couples regarding child illness, visitation rights, and property settlements. These skills can mediate personnel disputes, labor-management conflicts, and victim-offender situations (Nugent et al., 2001).
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