Evaluation

Organizations with in-house ADR systems (e.g., employers, for addressing complaints by employees) and organizations responsible for providing dispute resolution services (e.g., ombuds and human rights tribunals) may seek an independent evaluation of their ADR system.  Evaluations assess whether the system is meeting its goals or can be improved. 

Given that complex, multi-stakeholder systems are involved, evaluations are multifaceted.  Evaluators prepare a comprehensive evaluation workplan, obtain background information, gather and assess qualitative and quantitative data, prepare and present a Report, and explain and support any recommendations.   Evaluations normally take many months to complete. 

An independent Evaluator needs organizational skills, to plan and deliver the evaluation within an defined timeframe; communication skills, to engage the stakeholders; analytical skills, to fully comprehend and assess complex data; and writing skills, to produce a comprehensive and sound Report.

Leslie Macleod has conducted a number of complex evaluations.   One involved the ADR Program at the Immigration Appeal Division of Canada's Immigration and Refugee Board.  Another concerned the Canadian Life and Health Insurance OmbudService, including its complaint handling process.  In both these examples, Leslie's evaluations led to significant changes in the ADR systems and guided their re-design.

975-A Elgin Street West, 

Suite 420

Cobourg, Ontario K9A 5J3

Tel: 416.489.4332

Fax: 905.342.9092

Email:leslie.h.macleod@gmail.com 

Leslie H. Macleod & Associates

Specialists in Conflict Resolution