Outreach & Case Manager

As Outreach & Case Manager, you are often the first voice people hear when they reach out to Mountain Mediation, usually at a stressful moment in their lives. You will guide clients from their first call to a signed agreement: listening carefully, assessing whether mediation is the right fit, matching them with the right mediator, and making sure every party feels prepared and respected along the way.

You will also take our services into the community. You will lead our Landlord/Tenant Eviction Diversion Program and our state-funded homeless prevention work, connect with residents at events across Summit and Wasatch Counties, and help bring new voices, especially from our Spanish-speaking neighbors, into the conversations that shape our community. Behind the scenes, you will coordinate our volunteer and staff mediators and support our Small Claims Online Dispute Resolution (ODR) program.

This bilingual (English/Spanish) position is ideal for someone who is highly organized, warm under pressure, comfortable in front of a crowd, and motivated by helping people find their way to resolution.

Client Intake & Case Management

Serve as the first point of contact for people seeking help, responding to all calls and emails within 24 hours and welcoming walk-in visitors when in the office.

Conduct intake and follow-up interviews in English and Spanish to understand each situation and determine whether a case is suitable for mediation.

Match cases with volunteer or staff mediators based on the nature of the dispute, language needs, and mediator experience.

Coordinate scheduling among all parties and the mediator, and ensure everyone understands the process and has the documents and technology support they need to participate.

Prepare and send all case correspondence, including scheduling confirmations, closing letters, and payment requests, and document every contact.

Provide client consultations and conduct occasional phone shuttle mediations, as appropriate to your training and experience.

Keep case records complete, accurate, and current in FileVine, our case management system.

Support the Small Claims Online Dispute Resolution (ODR) program by scheduling mediators, managing cases, and maintaining records.

Collect program data, client surveys, and follow-up interviews so we can measure and report on our impact.

Mediator Program Coordination

Serve as the main point of contact for our volunteer mediators, paid mediators, and Mediation Practicum participants, keeping communications and records up to date.

Track volunteer and paid mediator hours accurately.

Partner with the Executive Director to plan and deliver mediator trainings and meet-ups.

Monitor case progress and follow up proactively so parties move through the process as efficiently as possible.

Outreach & Community Engagement

Administer Mountain Mediation's Landlord/Tenant Eviction Diversion Program.

Plan and lead educational events for tenants and landlords.

Share practical information about renting, tenant and landlord responsibilities, and available resources at community events such as mobile food pantries and the Latino Arts Festival, and refer people to legal services when they need advice.

Partner with our Marketing Coordinator to plan and conduct community outreach that raises awareness of mediation, eviction diversion, and other MM services that help people prevent and resolve disputes outside of court.

Engage residents in our bilingual community and bring new voices into important community discussions.

Homeless Prevention Grant Program

Manage MM's state homeless prevention grant in partnership with the Utah Office of Homeless Services.

Screen cases for eligibility and enter clients into the state database.

Run quarterly data validations to keep state records accurate.

Represent MM at monthly Continuum of Care meetings (held on Zoom).

Administration & Team Support

Handle routine office tasks, including answering phones, filing, and maintaining the database.

Support colleagues with their responsibilities and take on other duties as assigned.

What You Bring

Required

Fluency in English and Spanish, spoken and written, with the ability to communicate courteously and professionally in both.

Experience in a client- or customer-facing role, ideally in social services, housing, legal, nonprofit, or another people-centered setting.

Comfort speaking with groups and building relationships with community members and partner organizations.

Exceptional organization and attention to detail, with the ability to manage many open cases, programs, and deadlines at once.

Clear, warm, and professional verbal and written communication skills.

Sound judgment and a firm commitment to confidentiality when handling sensitive information.

Strong computer skills, including Microsoft Office, video conferencing platforms, and data entry, plus the ability to learn new software quickly.

Ability to work independently within MM policies and collaboratively as part of a small team.

Availability for occasional evening and weekend community events, and reliable transportation for travel within Summit and Wasatch Counties.

High school diploma or GED.

Preferred

Mediation training or experience.

Experience with housing, eviction prevention, or homeless services programs.

Experience with grant-funded programs, state reporting databases, or program data collection.

Event planning or community outreach experience.

Post-secondary education in a related field such as social work, conflict resolution, law, or communications.

Experience with FileVine or a similar case management system.

Familiarity with small claims or other court processes.

Who Thrives in This Role

Empathetic and steady. People usually contact us in the middle of a conflict. You stay calm, patient, and kind, and you treat every client with dignity.

Community-minded. You enjoy meeting people where they are, whether that's a food pantry or a festival, and you know that trust is built in person.

Organized and proactive. You follow through without being reminded and spot problems before they slow a case down.

Curious and resourceful. You learn quickly, ask questions when something is unclear, and find creative solutions.

Respectful of difference. You enjoy working with people of diverse backgrounds and believe in MM's mission of building a more inclusive community.

How to Apply

Email your resume and a cover letter explaining why you want this role, and what draws you to Mountain Mediation's work, to Ned@MountainMediationCenter.org. Please use the subject line “Outreach & Case Manager Application.” Applications will be reviewed on a rolling basis until filled.