Conflict Management Training & Circles of Support
Grantee: NYS Unified Courts System
Project Goal:
Care managers play a critical role in supporting individuals with intellectual and developmental disabilities and their families, yet the complexity of service systems, high emotional demands, and frequent conflict among service teams can lead to stress, burnout, and turnover. CCO case managers and OPWDD staff are frequently caught in the middle of conflicts between their clients and landlords, employers, family members, and other. Building their conflict competency, and their awareness of CDRC services, will ultimately support individuals and their families access needed services and supports.
Project Summary:
As part of this 3-year initiative, the Unified Courts System (UCS) will advance professional development and workforce sustainability among Care Coordinating Organizations (CCOs) and OPWDD Regional Office staff across New York State as well as to develop relationships with Community Dispute Resolution Centers (CDRCs) for case referrals and other services. This initiative will expand conflict resolution capacity, peer support, and structured referral pathways between CCO, OPWDD, and CDRCs.
Key Activities:
- Conflict Management Skills Training for Case Managers: CDRCs, coordinated through the New York State Dispute Resolution Association (NYSDRA), will deliver targeted conflict management and communication skills training tailored to real situations encountered by CCO case managers and OPWDD regional office staff.
- Mediation and Conflict Coaching for Supervisors: CCO Supervisors and OPWDD Supervisors will receive specialized training in mediation to support staff in resolving challenging interactions with colleagues, clients, service providers, and families.
- Circles of Support for CCO Case Manager Peer Connection and Retention: Facilitated peer circles will provide structured reflection, mutual problem-solving, emotional support, and professional connection to reduce isolation, stress, and turnover.
- Formalized Referral Stream to CDRCs: The project will establish and strengthen a consistent referral pathway for cases appropriate for mediation or facilitated dialogue, increasing access to timely conflict resolution support from CDRCs.
- Compile a final Sustainability Plan for the CDD, which includes identification of specific strategies to sustain the program beyond the life of the grant.
Total Funding: $300,000
Project Length: 3 years
Project Start: January 1, 2026
Geographic Reach: Statewide
Current Status: Active