Listen. Oftentimes it is helpful for an employee to merely use the Ombudsman as a sounding board to help clarify the issues, disentangle complicated situations, and prioritize concerns.
Assist parties in conflict to obtain a mutually acceptable resolution. An Ombudsman is an independent, neutral, confidential, and informal resource that allows employees to resolve disputes from a neutral, independent viewpoint.
Remain free from control or interference of any employee in carrying out their duties.
Provide an environment where employees and managers can present issues in a non-threatening forum.
Encourage open and effective communication between and among all managers and employees to discuss and resolve issues affecting the Department.
Consider all sides in an impartial and objective way.
Provide an impartial third party to assist in identifying the causes of work-related concerns and issues.
Act, with permission of the employee, as an intermediary to clarify issues and initiate problem-solving solutions, including facilitating a mediation session.
Help develop fair solutions to complex and difficult problems.
Help raise and resolve issues of concern or complaints regarding workplace conflict.
Help forge better relations among disputing parties.
Provide access to applicable guidelines and policies, or facilitate communication with other services or appropriate administrative units.
Discuss potential situations and “role-play” methods, approaches, and strategies for a pending meeting, as well as suggest constructive approaches to handle difficult situations.
Periodically report to management on problem areas and trends within the organization so that such issues can be addressed through policies and procedures.
What We Will Not Do
The Ombudsman will not be your advocate.
The Ombudsman will not automatically take your side in a complaint.
The Ombudsman is not a deciding official.
The Ombudsman will not direct a certain action be taken.
The Ombudsman will not replace the appeal (statutory, regulatory, and/or administrative) process.
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