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What to Expect in JAMS Resolution Centers JAMS Plans for Returning to Resolution Centers: A Phased and Careful Approach

What to Expect in JAMS Resolution Centers 2020

Safety Protocols and Procedures

The following protocols have been adopted to support the safety and well-being of our associates, neutrals and clients:

  • Thoroughly cleaning our Resolution Centers before reopening, enhanced cleaning throughout the day and sanitizing rooms each evening using EPA-registered cleaning products
  • Monitoring building management protocols regarding frequent sanitization and social-distancing measures in all building common areas, as well proper ventilation and air circulation
  • Training our associates on proper health and safety measures
  • Social distancing by limiting the number of matters that will be heard in a Resolution Center on a given day, staggering start times for cases to avoid large groups of people at our reception desks and lobbies, and encouraging remote participation
  • Spacing out our associates in our centers through physical barriers, changing layouts of workspaces, encouraging associate telework, limiting access to communal spaces, staggering shifts and breaks, and limiting all large gatherings
  • Providing personal protective equipment, such as masks and gloves, to any visitors who need it (In cities where face coverings are required in public places, JAMS will require all in-person visitors to wear masks; your case manager will communicate any requirements before your hearing)
  • Providing hand sanitizer throughout our facilities

Health Policy and Requirements

We ask that you assist in efforts to maintain the safety and well-being of visitors to our centers by observing the following guidelines supported by the Centers for Disease Control and Prevention (CDC):

  • Do not come to a Resolution Center if you have been in close proximity to any person who has been sick in the past seven days.
  • Do not come to a Resolution Center if you are experiencing any symptoms of illness or have had a fever (above 100 degrees F or 37.8 degrees C) or signs of a fever without the use of fever-reducing medications within the prior 72 hours.
  • Wash your hands frequently with warm, soapy water for at least 20 seconds.
  • When you return from any activity at a location where other people have been, use a hand sanitizer that is greater than 60% alcohol.
  • Avoid handshaking.
  • Avoid touching common surfaces with bare hands.
  • Follow the CDC’s or local guidelines or requirements regarding face coverings.

How your JAMS experience may be different

  • CONTACTLESS CHECK-IN: Visitors will be greeted by a friendly JAMS associate, who will be behind a plexiglass partition and wearing a mask. You will check in verbally. Should you need to sign forms or exchange documents, we will offer a contact-free and sterile process.
  • FOOD AND BEVERAGES: JAMS is replacing buffets with individually wrapped lunches and snacks. Beverages will still be available, although we may limit the availability of ice and other drink options out of necessity.
  • CUSTOMER SERVICE: We may have fewer staff in the office at any given time, so we ask that you make any requests for assistance in a socially-distanced, contact-free manner. Do not hesitate to let us know how we can make your experience better in our Resolution Centers.

Dispute Resolution Options

  • Hybrid In-Person/Remote Hearings: In some cases, it may be best for the neutral and some attorneys or parties to be present in the Resolution Center while others participate remotely. You can discuss options and/or make requests with your case manager.
  • Virtual ADR: JAMS will continue to offer remote ADR services as a complement to in-person hearings. Watch a short video on resolving your dispute via videoconferencing or read the JAMS Videoconferencing Guide at

Frequently Asked Questions (FAQ)

Are you requiring the use of face masks in all areas of your Resolution Centers?

Yes.  Face masks are required in all public areas of our Resolution Centers and we strongly encourage their use at all times.  In advance of your hearing, a JAMS Case Manager will provide you and your clients our protocols for wearing face masks. If you have concerns associated with the use of masks in individual hearing rooms, please inform your case manager or the panelist. 

Is JAMS securing the safety of its food and beverage service?

Yes.  The entire suite is sanitized each night and common areas are cleaned regularly throughout the day. Coffee and beverage areas are open for use. Rather than our typical extensive buffet selection for lunch, we will serve individually boxed lunches. Hand sanitizer is available in the common areas and in each conference room. 

Are the administrative fees the same for in-person and remote hearings?

Yes. Administrative fees at JAMS support the work required to provide you with the best service possible, including the setting of cases, management of documents and other critical administrative tasks.  With remote cases, the amount of support can be even greater as it also includes real-time support of video platforms during the session, pre-session tech checks, along with managing the typical demands of any live matter. There are many complexities surrounding the management of virtual hearings, which may result in higher costs for JAMS, but our goal is to supply you with the service and support you’ve come to expect from JAMS while maintaining our fee structure.

Is there an easy way to find out which JAMS Resolution Centers are open for in-person sessions and which panelists are available for remote and in-person sessions?

Yes.  The JAMS website features up to date information on Resolution Center openings on our Client Advisory Page. As each Resolution Center opens, we are informing our clients in that city of the change by email.  Please contact a panelist’s case manager to learn if they are available for in-person and/or remote sessions.  You may also find information about a particular panelist’s availability to conduct virtual/remote mediations, arbitrations, and other ADR proceedings on our panelist's bios on the JAMS website.  

Do you have materials to help me and my clients prepare for remote sessions?

Yes.  You will be offered the opportunity to test the platform, work out exchange of documents, and ask questions of an experienced case manager. More information is available on our Virtual ADR Page

If I want a remote hearing, do I have choices other than Zoom?

Yes.  We are adept at many platforms.  If you wish to explore whether your neutral is able to support you on the platform of your choice, please contact the JAMS Case Manager in charge of your case.  We have found Zoom to be user-friendly, HIPAA compliant and ADR-compatible, and have trained our panelists on this platform as well as others. JAMS mediators and arbitrators (neutrals) are experienced at managing the resolution process whether they are conducting an in-person or virtual hearing. JAMS neutrals and case managers receive ongoing training on the latest videoconferencing technology and best practices. In addition to traditional conference calls, JAMS offers a range of videoconferencing options for mediations and arbitrations based on case size and complexity, client comfort level and cost considerations.

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Safety Protocols & Requirements

Virtual ADR Resources