The Ombuds: An Independent and Confidential Resource for SMH Staff

Private. Confidential. Effective.

The term “ombuds” (pronounced “ahm–buhds”) comes from a Swedish term meaning “a person who has an ear to the people.”

SMH’s Ombuds (Chuck Doran) is available to work with employees to surface and resolve work-related issues. The ombuds is an independent, neutral, confidential and informal resource for SMH staff. The ombuds supplements but does not replace SMH’s formal administrative channels like HR or talking with your manager.

Here are some Frequently Asked Questions (FAQs) about the ombuds function:

1. What does an ombuds do?
2. What does an ombuds not do?
3. Who can use the ombuds service?
4. What types of concerns are brought to the ombuds?
5. What happens when you contact the ombuds?
6. What might I gain by contacting the ombuds?
7. What authority does the ombuds have?
8. What happens to information provided to the ombuds?
9. Should I contact the ombuds to give notice to SMH?
10. How does the ombuds remain neutral?
11. Will the ombuds participate in formal meetings?
12. How is the ombuds unique and different than other resources at SMH?
13. Are there some things that will not be kept confidential?
14. Will the ombuds talk to my attorney or testify for me or for the company if I choose to file a grievance or lawsuit?
15. Can the user of the ombuds services remain anonymous?
16. What if my question is not listed here?

About the SMH Ombuds:

Chuck Doran is an experienced ombuds, mediator, and dispute resolution trainer. Chuck completed ombuds training with the International Ombudsman Association (IOA) in 1995 and has served as an ombuds for the New England Chapter of the Association for Conflict Resolution and as an external organizational ombuds for a company in Boston with over 800 employees. A mediator since 1992, he is a member of the CPR Dispute Resolution Panel of Distinguished Neutrals, the Equal Employment Opportunity Commission (EEOC), the Massachusetts Commission Against Discrimination (MCAD), MWI, the Harvard Mediation Program and the United States Postal Service REDRESS I and REDRESS II Mediation Panels. In addition to his mediation work, Chuck works nationally and internationally as a dispute resolution trainer and consultant with corporate, governmental and non-profit clients including Coca-Cola Enterprises, General Motors, Bose Corporation, and the Harvard Negotiation Project at Harvard Law School. Chuck has served as a teaching assistant on multiple occasions with Professor Roger Fisher at Harvard Law School’s Program of Instruction for Lawyers Negotiation Workshop. In 1993, Chuck completed a Specialization in Negotiation and Dispute Resolution at the Program on Negotiation and chaired two regional ADR Conferences in 1997 and 1999. Chuck served as a member of the Massachusetts Supreme Judicial Court Standing Committee on Dispute Resolution and was Chair of the Qualifications Subcommittee. He is a member of the Massachusetts Bar Association’s Dispute Resolution Advisory Group and is a past president of the Association for Conflict Resolution, New England Chapter. Chuck is also a Distinguished Fellow with the International Academy of Mediators (IAM) and the Vice President of IAM’s Board of Governors. When Chuck is not mediating or talking with his “ombuddies,” he enjoys spending time with his family and playing guitar (see www.greenhead.info).

Please contact Chuck Doran, SMH’s Ombuds at 617-895-4026 or ombuds@mwi.org for more information or to leave a confidential message.

Read about Chuck’s work as an ombuds by clicking here.

Contact

• Phone: 617-895-4026 (direct and confidential phone and voicemail)
• Email: ombuds@mwi.org
• Web: https://www.mwi.org/smh-ombuds
• Visit (by appointment) or mail: MWI – 10 Liberty Square – 4th Floor Boston, MA 02109
• Confidential web form:  If you have a concern at work and would like to raise it in confidence without giving your name, please feel free to fill out the web form below.

Due to the confidential, neutral, informal and independent nature of the ombuds function, communication with the ombuds does not constitute formal notice to SMH.