Dear In Practice,

I have held a range of roles over the twenty years I’ve worked for my institution. Prior to my appointment as ombuds, I was a center director (supervising a small staff,) a student program liaison (supervising students working on undergraduate research projects,) and a faculty leadership development consultant (helping faculty navigate leadership and career progression concerns.) Since becoming an ombuds, I have been contacted by former students, faculty colleagues, and direct reports, asking me to serve as a reference. I feel awkward about all of the requests, although each has its own unique context: sometimes the requester is still affiliated with my institution, sometimes they are not; sometimes the opportunity being sought is internal and sometimes it’s external; sometimes the person asking is someone I’ve supervised and other times it’s someone I’ve come to know through other means. I’ve even had a request from a fellow ombuds, whom I’ve never worked with, to be a reference for an ombuds role they’ve applied for. While I feel flattered that my opinion of others seems to be valued, I don’t know where to draw the line. As an ombuds, are there circumstances under which me providing a reference is ethical and when do I “just say no?”

Ombuds are Part of the Workplace

When asked for a reference based on a past supervisory role, ombuds must separate past managerial relationships from the ombuds function.  Providing references, when culturally expected and policy-compliant, can be appropriate when explicitly tied to a previous supervisory role.

Whether a reference is internal or external matters. Internal references carry the risk of creating perceptions of partiality, especially if the ombuds later handles concerns involving the candidate, managers, or hiring process. Providing an internal reference can harm office engagement, while declining may unfairly disadvantage a candidate by implying inferior performance or unresolved conflicts. External references typically pose fewer ethical concerns but still require caution, as endorsements may impact your own reputation within professional networks.

Ethical decision-making requires the ombuds to reflect on motivations—whether related to merit, loyalty, empathy, or influence within the organization. Deeper anxieties, like fear of appearing unsupportive or navigating perceived inequities, also warrant consideration. Consulting a trusted ombuds colleague can offer valuable perspective on each unique situation.

Ombuds are a part of the workplace – our neutrality does not exempt us from supervisory responsibilities or standard workplace activities. Acknowledging this human reality helps us uphold ethical principles, while honoring authentic connections, integrity and goodwill.

Tanisha McGill, Projects Officer, IMF Ombuds Office (offered in her personal capacity)

Avoid Any Appearance of Bias

I am an internal organizational ombuds at a private university. I was hired into this role eight years ago and it is the only role I have held on my campus. I would suggest a clear “no” to writing a reference for a visitor. This would be problematic for the following reasons:

1) It might breach confidentiality by confirming or implying that an individual received my services.

2) It would compromise my impartiality as writing a reference implies support and endorsement.

3) It contradicts my informality as hiring processes are formal.

These same concerns would apply to giving anyone within my organization a reference. For others, outside of the organization, I might consider writing a reference, but only if I were to sign as myself without referring to my current role or organization.

The IOA ethical standards require ombuds to avoid any appearance of bias that could undermine our neutral and impartial role, so writing a reference using our ombuds title could be seen as violating these ethical and practice standards. It is important to follow our ethics and standards, maintaining independence and impartiality for the benefit of the role, the organization, and the individuals we serve.

Don Greenstein, J.D., Ombuds, Brandeis University

Each Situation is Unique

Given your background, I believe you could provide references for roles external to your current organization. You should be clear that the reference is based on your work with the candidate prior to, and/or separate from, your appointment as an ombuds. I believe you could also provide a reference for ombuds colleagues applying for roles in other organizations, if you’ve worked with these colleagues on committees, panels, or in other professional situations.

It seems clear that you should not provide a reference: 1) for anyone applying for a role in your current organization – this could create the perception of partiality if the candidate became your visitor, or was otherwise involved in a case handled by your office; or 2) for anyone you’ve become acquainted with through your ombuds work in your organization, even if provided for an external role.

If all the considerations about when/why/whether a reference is appropriate seem too murky, you can take a broad approach and give a consistent “honorable no” to reference requests, citing the impartiality of your ombuds role.

Each situation is unique and will ultimately require you using your best judgment to arrive at the most ethical outcome for your circumstances.

Donna Douglass Williams, Senior Director, Ombuds Program, Pinterest

We value the opportunity to engage with our membership on the dilemmas we face in our roles. Please let us know your perspective on this dilemma in the comment section below.