The Metropolitan Police Service employs more than 31,000 officers and 13,000 police staff, and 2,600 Police Community Support Officers (PCSOs). The MPS is also being supported by more than 5,100 volunteer police officers in the Metropolitan Special Constabulary (MSC) and its Employer Supported Policing (ESP) programme. The Metropolitan Police Services covers an area of 620 square miles and a population of 7.2 million. Its in-house mediation service was set up with the support of CMP Resolutions.

The Brief

The Metropolitan Police Service’s approach to equality and diversity at work was under critical scrutiny (Fairness at Work Review 2004 and The Morris Inquiry) and it identified that using of mediation to facilitate dialogue and solutions to fairness at work issues would be one of several steps it could take to improve matters. CMP Resolutions won the contract to support the Met in setting up its own mediation service. CMP supported the pilot to establish and evidence outcome measures, so as to assess whether mediation could offer long-term value and ROI.

The Project

This was a logistical and cultural challenge for the MPS who wanted to go live within a challenging timeframe. Within three months CMP had trained 50 mediators to the national accredited standards. CMP advised on set-up and service delivery, suggested outcome measures and provided processes and materials for running a cost-effective, sustainable service.

The pilot successfully brought 80% of referrals to a conclusion, had prevented the escalation of grievances and was shown to be having a positive impact on grievance numbers. More than 100 applicants were received for the second batch of training.

The service is now embedded within the Met and widely recognised at senior level as a costeffective, relatively painless way of settling disputes and rebuilding relationships which is being sustained, even as other initiatives are being shelved due to cost-cutting.

Why This Worked

• Motivated and skilled volunteers for the mediator

role.

• Pass/fail accredited training tailored for the Met Police

culture.

• Ongoing support – a telephone help-line for

mediators, regular refresher days, high profile for

mediation in the Met Logistical and service

delivery support internally at the Met Strong

communication strategy including publicity

workshops for key groups such as HR practice

managers, union reps and FAW advisors.

• System and process support for set up,

delivery and sustaining a mediation

service.

Project Outcomes

The Mediation Practice Support Manager: “The MPS has run an internal mediation service for a

number of years and it has been a saving on the public purse. We have an 80 % resolution

rate, senior management are happy that the mediation service is achieving its corporate goal of

achieving early and constructive dispute resolution, and there has been a take up of mediation

before grievances become entrenched. We are capturing disputes before the knives are out,

when they are being positioned at the end of the scabbards. CMP’s training and support has

always been a blend of practical support and highly professional knowledge.”

Need

• Set up a sustainable mediation service for all employees to supplement Fairness at Work (FAW)
• Procedure Resolve disputes before they become FAW grievance submissions
• Have a positive impact on FAW grievance submissions already in the system

Deliverables

Train 100 mediators to accredited standard and provide ongoing support to embed mediation and ensure cost effectiveness.

Outcomes

• 80% of disputes resolved
• Many disputes being resolved before they become grievances
• Over 200 parties since 2005 returned to work together with issues resolved
• ‘Capturing grievances before the knives are out, when they are still in position at the end of the scabbard’