Mediation is a voluntary and confidential process of peacefully resolving disputes, in which professionally trained, neutral mediators help people in a dispute to communicate with one another, understand each other, and if possible, reach agreements that satisfy the participants' needs. Mediation is a process which gives responsibility for a problem and control over the outcome of a dispute to the people involved in the dispute.

The mediators helps each participant to state their point of view of the conflict and be heard by all parties. Each participants' underlying feelings and values are acknowledged. Key issues that need resolution are identified and discussed with the participants stating their needs and wishes for possible solutions for mutual satisfaction. All possible solutions are examined and the participants come up with mutually satisfactory solutions that work for everyone. The mediation process emphasizes individual responsibility and creativity, which helps rebuild trust and confidence that a solution to a conflict can be reached and put into action. What is discussed with the mediators is kept private and confidential.

Community Mediation takes this concept to an institutional level by taking the entire dispute resolution process and maintaining control and responsibility for it in the community at large. Below are the key areas which community mediation programs use to accomplish this goal.

1. The mediators are members of the community they serve and reflect the diversity of that community in terms of race, ethnicity, gender, age, socio-economic status, and educational background.

2. Mediation is accessible to everyone in the community regardless of their ability to pay. Mediation services may be offered at no cost or for a sliding fee. This may also be manifested in when mediation sessions are scheduled, how clients are contacted (e.g. mail, phone, house visits, etc.), and how far clients must travel to access the services.

3. Mediation sessions are held in the communities in which the dispute occurred, to reinforce the message that the community can develop its own solutions and to increase accessibility.

4. Mediation is available to assist in resolving disputes at any stage in their development. One goal is to mediate the dispute before it escalates into violence and before legal action has been taken. Referrals come from courts, police, community organizations, civic groups, religious institutions, government agencies, community leaders and individuals refer themselves and their friends and family members. Most community mediation programs have a relationship with the courts, dealing with criminal and civil cases, and family/custody disputes.

5. Community mediation programs develop public awareness about mediation and conflict, often including conflict resolution training.

6. Community mediation programs provide a high quality service through skill based training, apprenticeships, continuing education opportunities, and ongoing evaluation. Most community mediation programs provide the mediation training for their volunteers and for individuals interested in gaining mediation skills.

7. The community which is being served plays a role in the governance, policy development, and outreach strategy development of the community mediation program.

8. Community mediation programs mirror their goals for society with the internal structure of the program, using participatory governance and collaborative conflict resolution techniques.