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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 2021

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 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 face coverings, 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 face coverings; 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):

  • Subject to less restrictive local guidance, anyone who has had close contact with someone with COVID-19 should not come to a Resolution Center for 14 days after their last exposure to that person. However, anyone who has had close contact with someone with COVID-19 and who meets the following criteria does NOT need to stay away from a Resolution Center:  (1)  Someone who has been fully vaccinated and shows no symptoms of COVID-19 or (2) Someone who has COVID-19 illness within the previous 3 months and has recovered and remains without COVID-19 symptoms (e.g. cough, shortness of breath).
  • Please 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 soap and warm 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.
  • Refrain from handshaking.
  • 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 face covering. 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 coverings in all areas of your Resolution Centers?

Yes. We are continuing to require face coverings in all public areas of our Resolution Centers until July 30, 2021. At that time, we will re-evaluate this policy. We strongly encourage their use at all times in public areas and note that some neutrals and parties may choose to unmask within their session rooms. In advance of your hearing, a JAMS Case Manager will provide you and your clients protocols for wearing face coverings. If you have concerns associated with the use of face coverings 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, hybrid 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. Please watch this video to learn more about JAMS Virtual ADR Moderators.

Are JAMS Resolution Centers open for in-person sessions and which panelists are available for remote, in-person or hybrid sessions?

Most JAMS Resolution Centers are now open for in-person or hybrid sessions. It is best to contact your local Resolution Center for the most up-to-date information. A particular panelist’s availability to conduct virtual/remote mediations, arbitrations, and other ADR proceedings is listed on our panelist's bios on the JAMS website. In addition, please contact a panelist’s case manager for details regarding availability for in-person, hybrid and/or remote sessions.

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.

Is JAMS requiring staff, neutrals, attorneys and clients to attest to or prove they have been fully vaccinated prior to entering a JAMS Resolution Center?

JAMS will not require staff, neutrals, attorneys and clients to attest to or prove they have been fully vaccinated prior to entering a JAMS Resolution Center. However, our neutrals are independent contractors and may communicate their specific requirements or preferences related to vaccinations. In some cases, a neutral’s case manager will arrange for a call with the attorneys to discuss everyone’s comfort level. JAMS will continue to require face coverings in public and common areas as well as social distancing until July 30, 2021. At that time, we will re-evaluate this policy. If you would like more information, contact your local JAMS Manager or Case Manager.

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JAMS successfully resolves business and legal disputes by providing efficient, cost-effective and impartial ways of overcoming barriers at any stage of conflict. JAMS offers customized, in-person, virtual and hybrid dispute resolution services through a combination of first class client service, the latest technology, top-notch facilities, and highly trained mediators and arbitrators. 


Safety Protocols & Requirements

Virtual ADR Resources