MWI's External Organizational Ombuds Program works with small, medium and large companies to provide a designated neutral who serves as an impartial dispute resolution practitioner to provide independent, confidential, and neutral assistance to employees. 

• An ombudsperson is available to all employees to discuss, address and seek help with a variety of problems and issues;
 
• An ombudsperson is a resource for interpreting company policies, guidelines and organizational structure;
  
• An ombudsperson provides confidential and informal assistance in resolving concerns and is outside the normal structure;
 
• An ombudsperson maintains strict confidentiality (except where there is a serious threat of harm);
 
• An ombudsperson does not keep records on individuals but does keep and provide statistics to the organization.
  

MWI Ombuds Practitioners adhere to the Code of Ethics and Standards of Practice of The International Ombudsman Association (IOA). Information about IOA can be found at <www.ombudsassociation.org>.

The Role of an Ombudsperson

The ombudsperson’s role has a long and honorable tradition as a means of protecting individuals against abuse, bias, unfairness, and other improper treatment.  Serving as a designated neutral, the ombudsperson is neither an advocate for any individual or the company.  Rather, the ombudsperson is an advocate for fairness who acts as a source for giving and gathering information, guides and refers employees, and assists in the resolution of concerns and conflicts.  In considering any given conflict or concern, the ombudsperson takes into account the interests and rights of all parties involved.  The ombudsperson’s office supplements, but does not replace, the company’s existing resources for conflict resolution.  

Critical Skills and Personal Characteristics of an Ombudsperson

Communication and Problem-Solving Skills - An ombudsperson has the ability to communicate effectively with individuals at all organizational levels as well as with people of all cultures.  The ombudsperson has excellent problem-solving skills and has the ability to gather and analyze pertinent information.  When necessary, the ombudsperson will help employees develop appropriate options and actions.

Decision Making/Strategic Thinking Skills - The ombudsperson provides options for handling and resolving employee concerns or conflicts, while keeping in mind how all decisions might impact stakeholders and the company.  The ombudsperson assists employees in deciding when and how to involve others in the process.

Conflict Resolution Skills - An essential role of the ombudsperson is to resolve conflict between parties.  The ombudsperson has a thorough understanding of the nature of conflict, its causes, and ways in which it can be resolved.  The skills used to assist employees include: helping people learn how to deal with the conflict directly, serving as an intermediary between parties (providing shuttle diplomacy), bringing the parties together informally or through the mediation process, providing generic approaches to particular situations (especially when employees are afraid of retaliation), and influencing systemic change.  The ombudsperson will communicate the pros and cons of all options, thus giving employees an ability to determine which conflict resolution method would be most appropriate for the specific situation.  Ultimately, the decision is up to the employee, not the ombudsperson.

Organizational Knowledge and Networking Skills - The ombudsperson will take extra steps to become knowledgeable about the company, including its structure, culture, policies, practices, and resources.  The ombudsperson will utilize networking skills to understand the company’s organizational structure and will work to establish and maintain appropriate resources throughout the company.

Sensitivity to Diversity Issues - The ombudsperson will be sensitive to dealing with individuals from a wide variety of backgrounds and cultures.  The ombudsperson will be open and objective, and will seek to understand issues from different perspectives.  The ombudsperson will be innovative in developing options and actions that are responsive to differing needs.

Composure and Presentation Skills - The ombudsperson will maintain a professional demeanor, have strong presentation skills, and will organize and communicate information to a variety of groups and individuals.

Integrity and Other Personal Characteristics - Each MWI ombudsperson has an established reputation for integrity and for dealing fairly, comfortably, and responsibly with all  employees and constituents.  Each ombudsperson maintains his or her effectiveness by being ethical, honest, neutral, impartial, independent, accessible and a role model for organizational values.

Employees can expect absolute confidentiality, except in cases of imminent threat of serious harm.  The ombudsperson must keep information confidential and use good judgment about when and how information can be shared, while maintaining professional standards that are consistent with the Code of Ethics and Standards of Practice of The International Ombudsman Association.
 

RESPONSIBILITIES OF AN OMBUDSPERSON 


Dispute Resolution/Consultation and Referral

• Provide impartial and confidential consultation to employees.
• Remain independent and neutral while exercising good judgment.
• Assist employees in interpreting the company’s policies and procedures.
• Provide assistance to employees by clarifying issues and generating options for resolution.
• Facilitate employees’ assessments of the pros and cons of possible options.
• If direct action by the ombudsperson may be an appropriate option, obtain employee’s agreement and permission to take action before proceeding.
• If necessary, and while maintaining confidentiality, conduct appropriate informal fact-finding in order to better understand an issue from all perspectives.
• Consult with managers to develop cooperative strategies for complaint resolution.
• Subsequent to an employee’s request or permission, consult with all parties to clarify and analyze problems, focus discussions, and develop a mutually satisfactory process for resolution.
• When appropriate and with employees’ permission, facilitate group meetings, use shuttle diplomacy, mediation and negotiation skills to facilitate communication among parties involved.
• Encourage flexible administrative practices to maximize the company’s ability to meet the needs of all individuals equitably.
• Whenever possible, refer individuals to existing problem resolution channels within the company and to sources external to MWI as appropriate.

Policy Analysis and Feedback

• Serve as an organizational resource in formulating or modifying policies and procedures, raising issues that may surface as a result of any gap between the stated goals of the company and actual practice.
• Periodically review demographic data to look for patterns of issues, and recommend changes to policies or practices that would reduce or eliminate recurring problems.
• Act as a liaison between individuals or groups and the company’s administrative structure, serving as a communicator or informal facilitator, as appropriate.
• Function as a sensor within the company to identify problems or trends that affect the entire company and recommend creative ways to address these concerns.
• Provide early warning of new areas of organizational concern, (upward feedback), and critical analysis of systemic need for improvement, together with recommendations for systemic changes as necessary.

Organizational Outreach and Education

• Provide ongoing education and communication about the office’s role to all potential employees as well as to the leadership of the company.
• Assist in the design of training programs for the company in dispute/conflict resolution, negotiation skills and theory, civility, and related topics.
• Operate in a manner consistent with the Code of Ethics and Standards of Practice of The International Ombudsman Association.

MWI works to ensure that the integrity of the ombuds function through independence, fairness, neutrality, impartiality, confidentiality, and timely attention to the resolution of issues while treating people with dignity and respect.

For more information about MWI's External Organizational Ombuds Program, contact Charles Doran, Executive Director at 800-348-4888 x22 or by e-mail at cdoran@mwi.org.

Please contact Mediation Works Incorporated at 800-348-4888 or mwi@mwi.org for more information.

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