This four-volume report includes an Executive Summary; Detailed Findings, Recommendations, and Appendices; a Methodology for Multi-Site Program Evaluation; and an Appraisal of the Evaluation and Implementation Phases. The program deals mainly with landlord/tenant, consumer, contract and neighborhood disputes. Services are provided through 30 community-based centers. The evaluation process included site visits (including interviews), organizational audits, survey of clients and judiciary, and interpretation of statistical data. The study found there is very little planning or evaluation done, there is an increase in conciliation over mediation because of staff turnover, and funding has become a major challenge.