WHAT IS AN OMBUDS?

According to the International Ombuds Association, Ombuds around the world engage in constructive problem-solving toward the goal of emphasizing respect, civility, and justice in communities, organizations, and professional relationships.

An Ombuds (also "ombudsman’’ or "ombudsperson") is a designated neutral or impartial problem and conflict resolution specialist who provides confidential and informal assistance to visitors on a variety of issues and concerns.

Ombuds work with individuals and groups to (1) provide a safe space to talk about an issue or concern, (2) explore options to help resolve conflicts, and (3) bring systemic concerns to the attention of others for resolution.

The modern Ombuds empowers individuals and organizations to overcome disputes, conflicts, and barriers that stand in the way of all individuals and organizations of reaching their full potential.

An Ombuds strives to preserve the confidentiality of those visitors seeking services, maintains a neutral/impartial position with respect to the concerns raised, works at an informal level of the organizational system (compared to more forma! channels that are available), and is independent of formal organizational structures. When an Ombuds position is created, it merely adds another resource for restoring and maintaining just and equitable conditions. No one in the community loses any power or authority because an Ombuds is available.

Challenges, disagreements, conflict, and frustration are common experiences we all have whether we live in Portsmouth or elsewhere. Almost all people who experience these discomforts hope to remain in their work, social, or community settings. A times we may benefit from some help to resolve these problems. One goal of the Portsmouth Community Ombuds is to increase the likelihood that continued involvement in the neighborhood or community will be as comfortable and rewarding as possible.

THE VALUE OF AN OMBUDS

Whether you are in a community, higher education, corporate, government, NGO/association, K-12, long term care facility, or a communications and research setting, an ombuds is a proven and effective way to:

  • Uncover and address barriers to healthier communities

  • Help individuals improve skills to give voice to their concerns

  • Build and improve workplace and community culture

  • Navigate complex situations and procedures

  • Offer an informal and confidential way to identify and address issues

  • Support efforts on racial, ethnic, religious, and LGBQT social justice

  • Support those impacted by harassment

  • Prevent bias and harassment issues from escalating

  • Reduce formal complaint investigation time

  • Reduce litigation

  • Improve governance

  • Address interpersonal and group conflict and

  • A variety of other concerns

WHAT DOES AN OMBUDS DO?

  • Listens and understands issues while remaining neutral with respect to the facts. The Ombuds doesn’t listen to judge or to decide who is right or wrong. The Ombuds listens to understand the issue from the perspective of the individual visitor. This is a critical step in developing options for resolution.

  • Assists in reframing issues and developing and helping visitors evaluate options. This helps visitors identify the interests of various parties to the issues and helps focus efforts on potential options to meet those interests.

  • Guides or coaches individuals to deal directly with other parties, including the use of formal resolution resources of an organization. An Ombuds often seeks to help individuals improve their skill and their confidence in giving voice to their concerns directly.

  • Refers individuals to appropriate resolution resources. An Ombuds may refer individuals to one or more formal organizational resources that can potentially resolve the issue.

  • Assists in surfacing issues to formal resolution channels. When an individual is unable or unwilling to surface a concern directly, the Ombuds can assist by helping give voice to the concern and /or creating an awareness of the issue among appropriate decision­makers in the community or organization.

  • Facilitates informal resolution processes. An Ombuds may help to resolve issues between parties through various types of informal mediation and other strategies.

  • Identifies new issues and opportunities for systemic change for the community or organization. The unique positioning of the Ombuds serves to provide unfiltered information that can produce insight to issues and resolutions. The Ombuds is a source of detection and early warning of new issues and a source of suggestions of systemic change to improve existing processes.

WHAT DOES AN OMBUDS NOT DO?

  • Produce any official findings or make binding decisions

  • Participate in formal investigations or play any role in a formal is resolution process

  • Institute corrective measures

  • Serve in any other organizational role that would compromise the neutrality of the Ombuds’ role

  • Receive notice or act as an office of notice for an organization

  • Create policies

  • Create or maintain records

  • Form any type of formal relationship (i.e., attorney-client)