Quality Assurance

This page outlines the quality assurance measures IMI undertakes in order to ensure it is associated with integrity, quality, transparency, and independence. We welcome comments and suggestions via [email protected].

[Page last updated 5 January 2021.]

The role of feedback in mediator assessment

The ‘Feedback Digest’ is an essential component of IMI Certification. It is essentially a summary of mediator/advocate performance, prepared by a Peer Reviewer. See also Feedback Guidelines for Reviewers.

Complaints

If your complaint is about an IMI Certified Mediator or Mediation Advocate and pertains to a mediation, please see the Professional Conduct Assessment Process.

All other complaints may be directed to IMI using the form on the Contact page. They will be received by IMI Support in the first instance, with escalation proceeding to the Executive Director, then to an associated Committee or Taskforce as applicable, such that issues regarding organisations’ Qualifying Assessment Programs would be escalated to the Appraisal Committee that assesses such programs. IMI’s Board is the final point of escalation, after all other avenues have been exhausted, and decisions are final. Complainants will be kept informed as to the status of their complaint.

Whistleblowers are protected in the interest of transparency and independence.

Verification of IMI Mediator status

Persons who have completed quality training and may be known as ‘IMI Qualified Mediators’ are listed at Verify Training.

IMI Certification and/or Specialisation may be verified using the ‘Find a Mediator‘ search engine, and/or using the mediator’s direct profile link. IMI Certifications and Specialisations are shown on the person’s profile as shown:

IMI Certified and/or Specialised profiles are associated with payment of a listing contribution and/or full or partial waiver. Historically, those who did not pay or request a waiver had their profiles ‘expired’, so that they could renew at any time, but were not included in search results. Following a consultation in Q3 2020, IMI Certified Mediators and Advocates decided that those who did not pay a listing contribution, and did not have a waiver associated with their profile, would be removed from the IMI website. As inclusion on the website is the way in which Certification is verified, removal from the website is effectively the removal of IMI Certification. Those who are not included on the IMI website are not entitled to call themselves ‘IMI Certified Mediators’ (etc), may not use IMI logos, or represent themselves as having IMI Certification. A grace period of one year following non-payment applies, following which Certification is stricken.

New IMI Mediators and Advocates are likewise not included in the IMI ‘Find a Mediator’ database, as they have not yet completed the Certification process. For this, their profile must be complete, and they must have a Feedback Digest. Once this is the case, they should pay their listing contribution and/or request a waiver as applicable, following which they will be included in the search function. Organisations with CMTPs/QAPs can view those that are approaching Certification on the ‘Organisation Dashboard’, so that they may assist their mediators in completing their profiles.

IMI Board

IMI aims to recruit Board members that reflect a diversity of perspectives (gender, background, geography), with a focus on users.

See the IMI Board page for current members, applicable policies, and recruitment criteria.

IMI Committees and Taskforces

See the IMI Committees and Taskforces Policy for extended information on how Committees and Taskforces (CATs) are set up, carry out their work, and how members are selected.

Standard setting

1. A proposal to develop standards is emerged, typically from the IMI Board, IAC, or Executive Director. Stakeholders are welcome to propose standards.
2. A Taskforce is established under the Committees and Taskforces policy.
3. This Taskforce draws from its experience and consultation with stakeholders to develop standards.
4. These standards are presented for public feedback.
5. Following feedback, with implementation and then re-publicisation as applicable, the standards are published on the IMI website.
6. The standards may or may not form the basis of a new IMI Certification or Specialisation. This decision is initiated by the responsible Taskforce with the approval of the IMI Board.

Cultural sensitivity

IMI recognise that there are different cultures and heritages of mediation. For that reason, criteria and standards are developed in such a way that they allow for diverse approaches. IMI aims to ’emerge’ norms shared by international audiences, rather than ‘set’ norms. We invite suggestions and feedback on standards and other IMI products from any and all stakeholders.

The IMI certification environment

Where standards have been developed by an IMI Committee or Taskforce, they may be used to form the basis of an IMI Certification or Specialisation. Once this has been implemented, organisations may apply to be recognised as delivering relevant quality programs (e.g. QAPs or CMTPs). The below image shows how this environment works with the IMI Career Pathway, with some additional quality checks listed down the right-hand-side.

The relationship between CMTPs and QAPS

An organisation may have a QAP, multiple types of QAP (e.g. having a QAP, MAQAP, ICQAP, ODRQAP), and/or a CMTP. Programs are appraised by different subcommittees of the IMI Appraisal Committee (more here).

IMI encourages collaboration between organisations with CMTPs and QAPs. For example, QAPs may welcome people who have completed CMTPs; organisations with training programs may negotiate with organisations with QAPs to identify particular market needs.

A key difference between all QAPs and CMTPs is that QAPs assess mediators or advocates with a level of experience.

Program integrity

IMI may request documents from an organisation with regard to its IMI-recognised program(s) and graduates at any time. For example, requesting the assessment documents for a particular mediator who has been trained or assessed by that organisation under their QAP/CMTP. This may be in response to a complaint, or as a ‘spot check’ to ensure program integrity is upheld.

Auditing

All IMI-recognised programs are subject to audit every two years. Learn more about the auditing process here.

Appraiser Code of Conduct

The following code of conduct is in place for IMI Appraisers, governing Appraiser conduct. The IMI Committees and Taskforces Policy applies to Appraiser appointment. Appraisal Committee members are essential to IMI’s independence, as they appraise new and audited programs for IMI recognition. They:

• Verify that programs (QAPs, CMTPs) meet and comply with IMI criteria, rules and regulations
• Deliver a service which has an added value and satisfies all parties involved insofar as posible.
• Contribute to the credibility of IMI by upholding its independence with regard to the assessment of programs

This code of conduct has the following goals:

• To be a guideline for program appraisers
• To show organisations and IMI what they can expect
• To gain the public confidence in appraisals and audits as a check mechanism
• To retain integrity, independence, trust and objectivity

The code is based on aspirations, and is not designed to avoid disputes or accountability.

Impartiality, Objectivity

The appraiser:

• Shall not be part of a relationship or have any activities which would prevent impartial assessment.  In the event this arises, it must be made clear prior to any appraisal commencing.
• Shall avoid conflict of interests at any given moment. This way he/she will make sure that the appraiser is free of any influence, interest or relation and that the professional judgement, impartiality or objectivity, during the time of execution of these audits won’t be in danger
• Shall not offer his/her expertise, time or side activities to the applicant during the entire appraisal process.
• Shall not accept any offers such as gifts, cash and services from the organisation whose program is being appraised that could influence the position of the appraiser being impartial.
• Shall only make objective findings and judgements within the appraisal which is based on clear evidence which are based on the rules and regulations of the IMI. The appraiser must avoid any assumptions.

Integrity

The appraiser:

• Follows a high standard which will cover: honesty, integrity and ethical dilemmas
• Shall avoid any suspicion of negligent behavior in order to maintain the confidence in IMI
• Does not take part in or associate with any illegal activity which would be against the rules and regulations of the IMI
• Respects the integrity of other appraisers and acknowledges their different backgrounds, knowledge and experience
• Shall make sure that he/she will not be put under pressure or influenced

Confidentiality

• Any information which is obtained due to the audit cannot be shared with third parties. The only exception is if this is necessary for the audit or it is enforced by law.
• The appraiser can rely on professional confidentiality in relation to the information obtained from the audited QAP or other QAP’s.
• Any information obtained during the audit shall never be used for personal gain.
• The appraiser shall never share the obtained information publicly in any form including social media.
• The appraiser will take every step to keep the results of the audit confidential and will protect all the collected information and of the interviewee.
• The appraiser makes sure that s/he will not act beyond the role, responsibilities and tasks described during the audit process.

The appraiser does not give advi