Community mediation service for disputes
Assesses the establishment of a formal mediation service to uphold community well-being. By offering a just (ʿAdl) and reconciliatory (Sulḥ) path to resolve conflicts, the organization actively prevents discord, strengthens the social fabric, and reduces strain on external legal systems. Crucially, this service prioritizes safety and justice, ensuring that reconciliation is never pursued at the expense of protecting vulnerable individuals from harm (Maqāṣid al-Sharīʿah).
| Metric | Mediation service performance dashboard |
|---|---|
| Target | Resolution ≥70%; Satisfaction ≥85%; Time ≤30 days |
| Frequency | Quarterly |
| Method | Quarterly review of: Caseload, Resolution rate, Median time, Satisfaction, Safeguarding referrals |
| Unit | Dashboard |
Level 1: Initial/Ad-hoc
Informal and ad-hoc responses to disputes. There is no recognized process or designated individuals for mediation.
Level 2: Developing
A basic, informal mediation process is recognized. Designated individuals (e.g., Imam, elders) handle disputes reactively, but there are no documented procedures, training, or formal structure.
Level 3: Established
A formal mediation service is established with a named service lead and approved Terms of Reference. Eligibility and exclusions (including safeguarding) are published. A complaints route is available. Privacy notice, DPIA, conflict-check forms, and safeguarding triage records are in use. Agreement to Mediate is signed for all cases.
Level 4: Advanced
The mediation service is actively managed and promoted. Quarterly anonymised KPI packs (caseload, resolution, safeguarding) are reported to trustees. An internal audit of case files is conducted annually. Supervision and case reviews are regular.
Level 5: Optimizing
The service is a model of excellence, focused on proactive conflict prevention through community education and workshops. It measures its impact on community well-being, collaborates with external experts, and continuously refines its approach based on Islamic principles and best practices. Demonstrates ≥3-year trend of improved KPIs; publishes anonymised annual outcomes; runs proactive conflict-prevention workshops; maintains referral MOUs with CMC/FMC providers and IDVA/MARAC.
Organisation Types
By Organisation Size
| Size | Applicability | Notes |
|---|---|---|
| Micro | optional | Rarely offer formal mediation services; if informal dispute resolution is provided, basic awareness of exclusions (e.g., domestic abuse) is needed, but formal documentation is disproportionate. |
| Small | partial | May handle informal community disputes; must strictly adhere to safeguarding exclusions and have basic guidelines, but full formal terms of reference may be scaled down. |
| Medium | full | |
| Large | full | |
| Major | full |
Applicable When
- The organization interacts with a community or has stakeholders that could benefit from dispute resolution services
- The organization has the resources (financial, personnel, expertise) to establish or support a mediation service
- The organization wants to promote social harmony and reconciliation within its sphere of influence
Not Applicable When
- The organization has a very narrow scope of activity that doesn't involve community interaction
- Cases involving domestic abuse, coercive control, child protection, forced marriage, honour-based abuse, modern slavery, or active criminal proceedings (must be referred to specialist/statutory services)
- Family court matters requiring MIAMs (unless FMC accredited)
Related Criteria
Discussion (1)
📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json
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