MassHousing Dispute Resolution Program

TO:   MassHousing TAP Member Sites
FROM:  Linda McMahan, MassHousing and Josh Hoch, MWI

Sites that are members of MassHousing’s Tenant Assistance Program (TAP) are entitled to dispute resolution services as a TAP benefit through a contract with MWI.  MWI provides MassHousing/TAP member sites with services designed to help residents, staff, management, board members and other interested parties resolve conflict effectively and productively.

The following services are included in the dispute resolution benefit:

Mediation

A mediator (neutral) will come to the site to help people in conflict reach resolution. Mediation can be between tenants, tenants and staff, staff and staff, staff and management, management and management, as well as management and MassHousing to name a few.

Mediation is a process in which parties agree to work together, with the assistance of a trained neutral, to explore their respective interests and generate options for resolving their dispute. The mediator helps to facilitate communication and has no power to impose a resolution. Mediation is also a flexible process that allows the parties to discuss in confidence any issues they choose to address and determine the outcome.

Benefits of mediation include:

• High Success Rate
• Convenience
• Self-Determined Outcome
• Time Savings
• Preservation of Relationships

Examples of disputes that MWI has mediated at TAP sites include noise through the wall, floor or ceiling, deteriorating friendships, housekeeping issues, poor relationships among staff, and groups not getting along or not willing to share common areas.

Facilitation

A facilitator will come to the site to help a group of people have a productive conversation. Board members, managers, staff members or groups of tenants can utilize facilitation.  For groups of residents these sessions are often called “community discussions.”

Facilitations have been used to address issues such as environments described as “negative” or “a broken building” due to the overall unhappy tone of the residents at a site.  Other examples include addressing cultural and ethnic tensions and dealing with an inactive or disbanded tenants’ council.

Consultation

TAP members can contact Josh Hoch at MWI, 617-973-9739 x23 to discuss a conflict or situation they are having trouble solving.  Consultation has been utilized by RSC’s, property managers and tenants to discuss options for resolving conflicts.

Workshops & Presentations

MWI will conduct a workshop at the site for residents or staff. These 2-hour presentations are designed to introduce people to the tools we use to promote understanding that can be especially helpful in group settings.


For more information, please contact Linda McMahan, MassHousing at 617-854-1084 or Josh Hoch, MWI at 617-973-9739 x23 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it. .