1 Workplace ADR Evaluation Tracey Therit ADR Manager Department of Veterans Affairs June 18, 2008

2 What Do We Evaluate? Use of ADR  How often are employees electing to use ADR? Effectiveness of ADR  How often are disputes resolved through ADR? Satisfaction with ADR  How satisfied are individuals with ADR? Cost Savings  How much money is saved through ADR?

3 Use of ADR

4 Effectiveness of ADR

5 5 Satisfaction with ADR

6 ADR Surveys Participant Feedback  Twenty questions on a 1-5 scale  Examines satisfaction with the convening process, neutral, outcome, relationship with other, and overall impression of the process Neutral Feedback  Seven yes/no questions on the intake process  Four yes/no questions if co-mediation  Thirteen questions on the session and outcome

7 7 ADR Reports

8 Summary Report on Satisfaction Participant Responses  Totaled and averaged by question Neutral Responses  Totaled and averaged by questions and results FY08 results to date reflect overall participant satisfaction of 4.5 on a scale of 5

9 Cost Savings Fee-for-Service EEO Complaint Processing Average of $8,000 to process an EEO complaint ADR is not a reimbursable service

10 Why Do We Evaluate? ADR measures in the VA Strategic Plan Marketing the program Targeting resources Identifying areas for improvement

11 Future Evaluation Increase emphasis on qualitative measures  Morale, productivity, retention, attendance Analyze nature of disputes going into ADR and examine trends Consider supplementing surveys with interviews Consider external evaluation of program

12 QUESTIONS?