Mediação de conflitos e direitos: uma análise do núcleo de atendimento ao idoso em Juiz De Fora, MG

Abstract

The present work investigates the operation in the Support Center for the Elderly (NAI), in Juiz de Fora (MG). Its objective was to understand how the mediation of conflicts, which was instituted as public policy by the National Council of Justice, has been implemented. The aim was to understand how the NAI was implemented and what its routine was, trying to uncover the roles, the interaction dynamics and the institutional, social and cultural constraints that are constitutive of NAI. Methodologically, qualitative techniques were used: use of participant observation, interviews and documentary research. Based on the hypothesis that it is the bureaucracy that is in direct contact with the public served and and that it "shapes" the public policy, this study, on the one hand, focused on the teams and the mediation sessions. On the other hand, the satisfaction forms were also analyzed, which are applied by the mediators at the end of the sessions, to elucidate the perspective of the beneficiaries of that mediation experience. This work reflects thus on how the elderly are seen, what people seek in mediation and if they achieve what they seek. The research showed that the implementation of the NAI was possible because a shopping center from Juiz de Fora adopted the proposal, financing its implementation, giving space, paying mediators, that is, providing all the necessary infrastructure and financial conditions. It was also realized that it was a network of personal relationships that made possible the implantation of the nucleus. In analyzing the functioning of the NAI, it was possible to identify that there are innumerable difficulties for the functioning of the mediation nucleus: lack of state funding, dependence on volunteers and relationship networks, lack of theoretical knowledge about mediation and its purposes and an own notion of rights. Finally, the dissertation points out that most of the NAI-mediated conflicts revolve around three themes: conflicts between the elderly and neighbors, family conflicts and conflicts related to care for the elderly. Procedural differences were also perceived in the conduct of mediation, which indicates voluntarism of the people who, in fact, implement public policy.