Feedback & Ratings for Dispute Resolution Professionals: Enhancing Dispute Resolution Excellence
Arbitrators & Conciliators or Dispute Resolution Professionals (DRPs) are the backbone of the dispute resolution sector, especially in the newly emerging Online Dispute Resolution (ODR) space. The ODR industry is characterised by high levels of transparency and efficiency in dispute resolution and DRPs are expected to demonstrate several skillsets to enhance transparency and efficiency.
In an earlier post, Avineet Singh Chawla wrote about the Attributes of an Effective Conciliator. In continuation, and central to our approach of driving DRP excellence, CADRE ODR has developed the CADRE DRP Scorecard.
The Scorecard is a comprehensive framework designed to evaluate various qualitative parameters essential for effective dispute resolution and assist Dispute Resolution Professionals in putting their best foot forward. The CADRE DRP Scorecard considers the following qualitative parameters:
Professionalism & Ethics: We prioritize DRPs who exhibit the highest standards of professionalism and adhere strictly to ethical guidelines in their practice. The mainstay of this parameter is the CADRE Code of Conduct for Dispute Resolution Professionals and DRPs are expected to adhere to high ethical and legal standards (under the Arbitration & Conciliation Act, 1996).
Timeliness & Efficiency: Promptness and efficiency are integral to successful dispute resolutions in the ODR space eg. securities markets conciliations must be completed within 21 days. Other disputes are completed within 45–90 days. We track case completion digitally in real time and assess DRPs based on their adherance.
Communication Skills: Effective communication is key to fostering understanding and resolution. DRPs are evaluated on their ability to articulate ideas clearly, listen actively, and facilitate constructive dialogue among parties. In order to assist DRPs in this space, CADRE has recently introduced real time multi lingual translations.
Availability: Accessibility and availability are crucial for timely resolution. DRPs are assessed based on their responsiveness and availability to engage with parties and address emerging issues promptly.
Expects Support from Case Officers: This negative parameter reflects the DRP’s heavy reliance on case officers for guidance and support. DRPs who overly depend on case officers may face challenges in independently managing cases effectively.
Needs Follow-ups: DRPs who consistently require follow-ups and fail to proactively manage cases may impact case progress negatively. Excessive follow-up requirements may hinder the smooth progression of cases toward resolution.
Each parameter is assigned a specific weightage reflecting its importance in the dispute resolution process. Positive and negative ratings provided by users and CADRE Case Officers are considered to compute the overall score for each DRP.
The Scorecard is currently is the final stages of testing and is likely to go live shortly. We believe that the Scorecard will empower DRPs to engage constructively with ODR platforms as well parties to help resolve disputes amicably and constructively.
We are confident that the CADRE DRP Scorecard will serve as a transparent and objective tool for allocating cases & ensuring that parties are matched with DRPs who possess the requisite skills and attributes to facilitate fair and efficient resolution.
Just like the ODR industry, this is just the beginning of discussions around DRP evaluation. This parameters will evolve over time and new ones may emerge. Let’s continue the discussion in the comments below! Share your thoughts, experiences, and concerns and I will be happy to get back to you.
