What is an Ombuds?
An Ombuds (Ombudsman/Ombudsperson/Ombud) is a professional who is hired by an organization to provide neutral, independent, informal, and confidential services to their constituents who are called “visitors”. Visitors can rely on the confidential nature of the office without fearing retaliation.
The only exception to the confidentiality of most Ombuds offices is when, in the opinion of the Ombuds, the visitor appears to be at imminent risk of serious harm to self and/or others. Aside from this consideration, all conversations held by the Ombuds, and the visitors are confidential and the office of the Ombuds is regarded as a safe place.
What is a Volunteer Ombuds Program? Can it save money for my organization?
Yes. This is a new and economical model for the Ombuds role. Organizations now can create an Office of the Ombuds, at a fraction of the cost of a traditional Office of the Ombuds, with guidance from experts like us, on a consulting basis, by the hour, abiding by the guidance of the International Ombudsman Association.
We also help your committee or office with guidance in planning and installing the volunteer Office of the Ombuds at your organization without having to hire either a full-time or part-time Ombuds, thus saving you thousands of dollars in salary and benefits.
Who is qualified to be an Ombuds or provide guidance to organizations about installing a volunteer-manned Office of the Ombuds?
The gold standard is for Ombuds to become members of the International Ombudsman Association (IOA) and follow the IOA Standards of Practice and a Code of Ethics. Conchita Franco Serri is an experienced Ombuds and a full member of the IOA.
What positive outcomes can result from having an Ombuds in an organization?
Having an Ombuds on board can boost employee morale, decrease employee turnover, decrease the amount of time that Human Resources invests in processing formal complaints, and save the organization needless litigation and risk management expenses, including negative media attention.
For instance, employees who approach the Office of the Ombuds know the conversation will be held confidential and that their identity will not be revealed, unless they meet the confidentiality exception relative to imminent risk of serious harm. Also, they know that their confidential conversation will not be logged in or recorded otherwise. This permits an employee or student to have the peace of mind that they need to be authentically forthcoming about their problem or situation.
THE OMBUDS MODEL ALLOWS FOR EMPLOYEES TO HAVE ACCESS TO A NEUTRAL “OUTSIDER” WHO WILL NOT JUDGE THEM, BUT WHO CAN HELP THEM STRATEGIZE OPTIONS FOR RESOLUTION, WITH NO CONFLICT OF INTEREST.
SOMETIMES EMPLOYEES ABANDON PRE-CONCEIVED IDEAS ABOUT COMPLAINING FORMALLY OR EVEN SUING AN ORGANIZATION ONCE THEY LEARN THAT THEY CAN SEEK MEDIATION OR ASSISTANCE WITH A THIRD PARTY. MOST OMBUDS ARE MEDIATORS AND CAN FACILITATE DIFFICULT CONVERSATIONS.
SOME EMPLOYEES NEED ASSURANCES THAT THEY CAN HAVE SOME LEVEL OF CONTROL OVER THE STEPS THEY MAY TAKE IF THEY DECIDE TO FOLLOW THROUGH WITH AN INFORMAL PROCESS RATHER THAN BECOMING SILENT AND UNHAPPY EMPLOYEES.
FOR OTHERS, JUST HAVING A VENUE TO VENT THEIR FRUSTRATIONS IS ENOUGH.
Who can the Ombuds work for?
Ombuds can be hired by small or large businesses, academic institutions, medical facilities, and non-profit organizations. The Ombuds can be either an employee who volunteers for the role or a contractor to any organization, and who can work either full-time, part-time or for several hours per week, as needed.
Who can have access to the Ombuds?
The administration decides who has access to the Ombuds. Inquirers and Visitors can be employees such as professional and clerical staff, faculty, administrative personnel, graduate students, or undergraduate students. Some organizations have specialized Ombuds for different populations. We can help you decide what is appropriate for your situation.
How expensive is it to set up and maintain an office for an Ombuds?
Even if your organization cannot afford a full-time Ombuds, there are many other options to consider. Hiring an Ombuds to become an employee of the organization is the most expensive option. They demand a salary, benefits, an office with a budget, and maybe Ombuds support services, such as an assistant.
The second most economical alternative is to hire an external ‘fee for service’ external Ombuds. With this model, the Ombuds get paid for a set number of hours per week (usually 4-20 hours/week), on a retainer basis. In fact, most world-class organizations have roaming and remote Ombuds who use telecommunications equipment to dialogue with the visitors. The Ombuds can make secure conference calls via phone or online media.
The most economical model is the volunteer Ombuds program. Currently, many institutions are exploring this option. After careful consideration and guidance from us, your organization will be appointing someone internally who can act as Ombuds. Our experts will provide you with a pathway to the establishment of the new Office of the Ombuds and save you money. If you want to adopt this Ombuds model, we guide you in the process of creating an office, and your new internal Ombuds (or several Ombuds) can receive mentoring from experienced Ombuds like us. The International Ombuds Association’s Ombuds training for the volunteer Ombuds is an essential component of this modality.
Can my organization afford to hire a qualified Ombuds?
Granted, most organizations cannot afford the traditional Ombuds modality of hiring a full-time or even a part-time Ombuds, but there are many other options to consider.
A roaming and remote external Ombuds is a great option because the Ombuds do not have to be physically present in the organization to be able to assist your employees. This contract-based Ombuds model can be very affordable as the contract Ombuds can be made available to your company anywhere between 4-20 hours per week, as needed.
The most economically viable option is the volunteer Ombuds. This is someone from your institution who agrees to act in the Ombuds’ capacity in addition to their official duties. If your organization adopts the volunteer Ombuds modality, we can provide the consulting and guidance necessary to plan and install your very own Office of Ombuds. This is a one-time expense, and we can provide ongoing mentoring to the volunteer Ombuds.
Where is the Office of the Ombuds?
The Ombuds does not have to be onsite, rather, it can make secure conference calls via phone or online media. Depending on the nature of the intervention, the Ombuds may have to travel onsite to meet the visitor, if this is how you intend it.
What types of problems can visitors bring to the Ombuds?
Visitors can bring any workplace or personal problem to the Ombuds that may impact the workplace. Situations may include problems with supervisors, interpersonal conflicts, disagreements about policy and procedures, micro-aggressions, perceived harassment and discrimination, retaliation, dissension, and whistleblowing.
What is the role of the Ombuds?
The role of the Ombuds is to provide options for the resolution of problems; to help the visitor analyze their options and the impact these options have on the well-being of the visitor and the employer.
Is the Ombuds an advocate for the visitor?
There are two primary types of Ombuds that are relevant to organizations, unlike government Ombuds. An Organizational Ombuds is a fair and neutral party that is not aligned with the visitor or the institution. This type of Ombuds looks out for the best interests of all parties involved. Contract Ombuds tend to also be Organizational Ombuds (Ombuds Solutions LLC falls into this category).
The other well-known type of Ombuds is the Advocate Ombuds, which advocates for a certain stakeholder. This type is prevalent in health-related organizations and fields, mainly, for the benefit of patients.
Is the Ombuds able to investigate claims, render decisions, or overturn a bad ruling?
No. The Ombuds is not an office of notice for the organizations. As such, it cannot relay the visitor’s concerns to the administration or “take action”. The Ombuds can listen, make suggestions, consider options, and guide the visitor through the bureaucratic processes necessary to resolve conflict. It may also refer the visitor to the appropriate office if the visitor wishes to pursue any action.
How do I know if an Ombuds program is a workable solution to the problems in my company?
When organizations pay attention to conflict management and establish an Ombuds program, they are likely to experience any or all of the following: increased employee engagement and productivity, increased workplace morale, decreased staff attrition, lower rehire costs, improved employer/employee trust, decreased number of work errors, higher motivation, increased customer satisfaction, decreased sick time, fewer Workers’ Comp claims, fewer grievances and formal complaints, reduced legal fees/Court awards, and a better reputation in the community as a fair employer and positive community member.
Why is the Ombuds model so effective for both the organization and the employee?
The effectiveness of the Ombuds stems from its nature as a neutral and confidential third party. For instance, employees who approach the Ombuds know that their conversation and identity are confidential. They also know that their confidential conversation will not be logged in or recorded unless they meet the ‘imminent risk of serious harm’ exception. This causes an employee to have peace of mind that no one is telling HR or anyone else about their employment issues.
Employees can be authentically frank and forthcoming with the Ombuds about their problems or situation. The Ombuds model offers the employee a strategic approach to conflict management, without judgment or repercussions. Sometimes employees who visit the Ombuds abandon pre-conceived ideas about complaining formally or even suing the organizations once they learn they can seek mediation or assistance through the Ombuds.
Some employees may need assurances that they can have some level of control over the steps they may take if they decide to follow through with the formal complaint process. For others, just having a venue to vent out their frustrations is enough.
Can an Organizational Ombuds act as a Mediator?
In its discretion, an Organizational Ombuds can serve as a Mediator, provided they have sought the necessary training and credentials to conduct mediation. A mediator is a qualified, neutral negotiator who assists people in conflict (i.e., supervisors, employees, colleagues, vendors, and partners) and engages the parties to resolve their disputes voluntarily, without the expense and the time of litigation. The participants engage in facilitated negotiation rather than delegate their power to a judge or an arbitrator.
Who is qualified to be an Organizational Ombuds?
The gold standard is for Ombuds to be trained and become members of the International Ombudsman Association (IOA) and follow the IOA Standards of Practice and a Code of Ethics.
What is the real impact of an Ombuds in relation to Human Resources?
The Ombuds and Human Resources are independent of each other. Human Resources investigations tend to decrease in number when Ombuds are part of the organization because Ombuds can assist the visitor with clarifying and distinguishing concepts that the average employee may not be able to discern.
In effect, and indirectly, an Ombuds acts as an informal screening mechanism for Human Resources by helping employees determine whether their circumstances are actionable before an investigation is undertaken by HR. For example, if an employee claims that they are feeling “harassed”, they may be using the term in a colloquial manner, not understanding the legal significance. The Ombuds will clarify this situation for the visitor.
Sometimes “harassment” is actionable, and sometimes it is not. Without an Ombuds in the organization, Human Resources must investigate every time an employee raises this kind of concern if they belong to one or more of the protected categories.
Ombuds can provide information to the visitor, educate them, and refer the visitor to the Employee Assistance Program (EAP), if it is available at your institution, and if warranted. The Ombuds does not make determinations for the visitor but will explore available options for them and assist them in strategizing the next step in their quest to resolve their problem.
Because the Ombuds cannot take notice on behalf of the organization, if the visitor still believes they have a “harassment” case, etc., the visitor is referred to the Human Resources office as the next step.
How do the Ombuds interact with the administration?
Most Ombuds report to the President, CEO, or top executive officer of an organization for budgetary and administrative purposes, but the Ombuds do not have a formal relationship with his/her supervisor. They meet occasionally, at the request of the Ombuds, especially if there are trends to report or potential breaches of confidentiality.
The Ombuds provides upward feedback on trends and issues while also protecting the anonymity of the visitor. Most Ombuds render a year-end report to the administration providing anonymous, statistical data and observations on trends, organizational efficiencies, and possible improvements the institution can undertake to improve the climate, etc.
Who can the Ombuds work for?
An Ombuds can be hired by small or large businesses, academic institutions, medical facilities, and non-profit organizations. The Ombuds can be either an employee or a contractor to any organization, and he/she can work either full-time or several hours per week as needed.
Who can have access to the Ombuds?
The administration decides who has access to the Ombuds. Visitors can be employees such as professional and clerical staff, faculty, administrative personnel, or students. Some organizations have specialized Ombuds for different populations.
Where is the Office of the Ombuds?
The Ombuds does not have to be physically present in the organization to be able to assist visitors. In fact, most world-class organizations have roaming and remote Ombuds who use telecommunications equipment to dialogue with visitors.
The Ombuds can make secure conference calls via phone or online media. Depending on the nature of the intervention, the Ombuds may have to travel onsite to meet the visitor.
How expensive is to set up and maintain an office for an Ombuds?
It depends. Hiring an Ombuds as an employee of the organization is more expensive than contracting a part-time Ombuds. The most economical alternative is to hire a ‘fee for service’ Ombuds. With this model, the Ombuds gets paid for a set number of hours per week (usually 4-20 hours/week).
How can a Contract Ombuds help an existing Ombuds office?
For the most part, the Ombuds Office is staffed by a single Ombuds who may need time off for vacations, illness, or personal reasons. When this occurs, a Contract Ombuds can take on the temporary duties of the office. Having a professional contract Ombuds for these occasions, who practices under the IOA Standard of Practice and Code of Ethics, is a very desirable and responsible solution.
What types of problems can visitors bring to the Ombuds?
Visitors can bring any workplace or personal problem to the Ombuds that may impact the workplace. Situations may include: problems with supervisors, inter-personal conflicts, disagreements about policy and procedures, micro-aggressions, perceived harassment and discrimination, retaliation, dissension, and whistleblowing.
What is the role of the Ombuds?
The role of the Ombuds is to provide options for the resolution of problems; to help the visitor analyze their options and the impact these options have in the wellbeing of the visitor and the employer.
Is the Ombuds an advocate for the visitor?
There are two primary types of Ombuds that are relevant to organizations unlike a government Ombuds. An Organizational Ombuds is a fair and neutral party that is not aligned with the visitor or the institution.
This type of Ombuds looks out for the best interests of all parties involved. Contract Ombuds tend to also be Organizational Ombuds (Serri Ombuds Solutions LLC falls into this category). The other well-known type of Ombuds is the Advocate Ombuds, which advocates for a certain stakeholder. This type is prevalent in health related organizations and fields.
Is the Ombuds able to investigate claims, render decisions, or overturn a bad ruling?
No. The Ombuds is not an office of notice for the organizations. As such, it cannot relay the visitor’s concerns to the administration or “take action”. The Ombuds can listen, make suggestions, consider options, and guide the visitor through the bureaucratic processes necessary to resolve conflict. It may also refer the visitor to the appropriate office if the visitor wishes to pursue any action.
How do I now if an Ombuds program is a workable solution to the problems in my company?
When organizations pay attention to conflict management and establish an Ombuds program, they are likely to experience any or all of the following: increased employee engagement and productivity, increased workplace morale, decreased staff attrition, lower rehire costs, improved employer/employee trust, decreased number of work errors, higher motivation, increased customer satisfaction, decreased sick time, fewer Workers’ Comp claims, fewer grievances and formal complaints, reduced legal fees/Court awards, and a better reputation in the community as a fair employer and positive community member.
Why is the Ombuds model so effective for both the organization and the employee?
The effectiveness of the Ombuds stems from its nature as a neutral and confidential third party. For instance, employees who approach the Ombuds know that their conversation and identity are confidential. They also know that their confidential conversation will not be logged in or recorded, unless they meet the ‘imminent risk of serious harm’ exception. This causes an employee to have peace of mind.
Employees can be authentically frank and forthcoming with the Ombuds about their problem or situation. The Ombuds model offers the employee a strategic approach to conflict management, without judgment or repercussions. Sometimes employees who visit the Ombuds abandon pre-conceived ideas about complaining formally or even suing the organizations once they learn they can seek mediation or assistance through the Ombuds.
Some employees may need assurances that they can have some level of control over the steps they may take, if they decide to follow through with formal complaint process. For others, just having a venue to vent out their frustrations is enough.
Can an Organizational Ombuds act as a mediator?
In its discretion, an Organizational Ombuds can serve as a Mediator. A mediator is a qualified, neutral negotiator who assists people in conflict (i.e., supervisors, employees, colleagues, vendors, and partners) and engages the parties to resolve their disputes voluntarily, without the expense and the time of litigation. The participants engage in facilitated negotiation rather than delegate their power to a judge or an arbitrator.
Can my organization afford a qualified Ombuds?
Yes. Even if your organization cannot afford a full-time Ombuds, there are many other options to consider. A roaming and remote Ombuds is a great option, because the Ombuds does not have to be physically present in the organization to be able to assist your employees.
In fact, most world-class organizations have roaming and remote Ombuds who use telecommunications equipment to dialogue with the visitors. The Ombuds can make secure conference calls via phone or online media.
Depending on the nature of the intervention, the Ombuds may have to travel onsite to meet the visitor once or twice a month. This Contract-Ombuds model can be very affordable as the Ombuds could be available to your company between 4-20 hours per week.
Who is qualified to be an Organizational Ombuds?
The gold standard is for Ombuds to become members of the International Ombudsman Association (IOA) and follow the IOA Standards of Practice and a Code of Ethics.
What is the real impact of an Ombuds in relation to Human Resources?
Human Resources investigations tend to decrease in number when Ombuds are part of the organization, because Ombuds can assist the visitor with clarifying and distinguishing concepts that the average employee cannot discern.
In effect, an Ombuds acts as an informal screening mechanism for Human Resources by helping employees determine whether their circumstances are actionable before an investigation is undertaken. For example, if an employee claims that they are feeling “harassed”, they may be using the term in a colloquial manner, not understanding the legal significance.
Sometimes “harassment” is actionable, and sometimes it is not. Without an Ombuds in the organization, Human Resources must conduct an investigation every time an employee raises this kind of concern if they belong to one or more of the protected categories.
Ombuds can provide information to the visitor, educate them, and refer the visitor to the EAP if warranted. The Ombuds does not make determinations for the visitor but will explore options for them and assist them in strategizing the next step in their quest to resolve their problem.
Because the Ombuds cannot take notice for the organization, if the visitor still believes they have a “harassment” case, the visitor is referred to the Human Resources office.
How does the Ombuds interact with the administration?
Most Ombuds report to the President, CEO, or top executive officer of an organization for budgetary and administrative purposes, but the Ombuds does not have a formal relationship with his/her supervisor.
The Ombuds provides upward feedback on trends and issues while also protecting the anonymity of the visitor. Most Ombuds render a year-end report to the administration providing anonymous, statistical data and observations on trends, organizational efficiencies, and possible improvements to be made.