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What Is An Ombudsman?
The word ‘ombudsman’ dates back to 1809 when the Swedish Parliament created a new official known as the Justitie-Ombudsman, referring to public officials appointed to investigate citizens’ complaints against governmental agencies. Ombudsman loosely translates as ‘citizen's defender’ or ‘representative of the people’. In Swedish the word ‘ombudsman’ is without gender and can indicate a person of either sex. However, it is becoming common to use the term ‘ombudsperson’ in lieu of ombudsman.
What Does An Ombudsman Do?
An Ombudsperson is a designated neutral person who provides confidential and informal assistance in resolving concerns and disagreements. An ombudsperson investigates complaints, reports findings, and mediates fair settlements, especially between an individual or group of individuals; and an institution or organization. As an independent, impartial, and confidential party, the Ombudsperson serves as an alternative means of dispute resolution by which issues may be raised, considered, given appropriate referral, and/or resolved.
Who Does An Ombudsman Work For?
The ombudsperson is the internal complaint department for socially responsible organizations (governments, companies, schools, etc.). Generally, the ombudsperson has access to the organization's records and personnel, and the knowledge to understand how things work internally, in order to investigate complaints made against the organization. The ombudsperson is generally independent and will consider all sides of an issue in an impartial and objective manner. The ombudsperson cannot enforce solutions, but will identify options and strategies for resolution. Depending on the organization, the ombudsperson may have great power to resolve complaints, or virtually none.Can An Ombudsman Give Legal Advice?
The ombudsperson can advise you of your rights and responsibilities, but cannot provide legal advice. The ombudsperson does not advocate for any side in a conflict and may not participate in any formal investigation, hearing, or process.
What Are Some Things That An Ombudsman Can Do?
Generally an ombudsperson working within a governmental agency, public corporation or academic situation is available to all members of the organization. The ombudsperson provides an opportunity for informal discussion of problems outside formal channels. The ombudsperson is the organization’s conflict resolution and conflict prevention specialist. The ombudsperson listens, discusses, answers questions, provides information, and identifies options and strategies for resolving a situation.
What Are Specific Situations Where An Ombudsman Can Assist?
An ombudsperson is very helpful with an organization: 1) If you are uncertain about which policy, procedure, or regulation applies to your situation. 2) If you feel that you have been unfairly or inequitably treated or that a policy, procedure, or regulation has been applied unfairly or erroneously, or is itself fundamentally unfair. 3) If you have a problem that requires someone to help negotiate a solution, or to help facilitate your communication with others. 4) If you would like to find out who has the authority to make an exception to a rule or policy. And 5) If you want to know the right person or office to whom to direct a formal complaint or grievance.
What Function Does The Ombudsperson Perform?
The Ombudsperson will:
• Listen to you
• Answer your questions
• Analyze your situation
• Explain policies and procedures
• Provide information and advice
• Explore solutions
• Help untangle bureaucratic red tape
• Suggest appropriate referrals
• Assist you in pursuing a resolution
• Apprise administration of significant trends
• Recommend changes in policies and procedures
What Are Some Things That An Ombudsperson Can Not Do?
The Ombudsperson:
• Does not conduct formal investigations
• Does not change rules, policies, or procedures
• Does not participate in any formal hearing or grievance process
• Does not supersede the authority of the organization’s executives and officials
• Does not disclose and may not be required to disclose information provided in confidence, except to address an imminent risk of serious harm where there is no other responsible option
• Does not engage in any activity that might be perceived by others as advocacy for any individual
Within An Organization What Types Of Concerns And Disagreements Does The Ombudsperson Get Involved With?
Some typical areas of involvement are: Disciplinary matters, Discrimination, Harassment, Cultural conflicts, Privacy issues, Workplace issues, Unethical behavior, Interpersonal communications, and Customer complaints.
Why Do Organizations Hire Ombudsman?
The ombudsperson generally has a good working knowledge of the specific field or industry. The ombudsperson is trained in alternative dispute resolution (ADR) and understands how to resolve situations before that become harmful confrontations. Organizations hire ombudspersons to improve productivity and working relationships. In for-profit corporations, the ombudsperson acts a buffer between staff, management and Human Resources Department; provides coaching mentoring services; and helps instill company culture, team-building, and ethics.
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