What Is an Organizational Ombuds?

Trusted advisors leading the way toward more just, engaged, and inclusive organizations.

Organizational ombuds work with individuals and groups in an organization to:

1. Provide a safe space to talk about an issue or concern.
2. Explore options to help resolve conflicts.
3. Bring systemic concerns to the attention of the organization for resolution.
4. Help illuminate good ideas and opportunities that may get lost or may not never be shared. 

An organizational ombuds operates in a manner to preserve the confidentiality of those 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 formal channels that are available), and is independent of formal organizational structures.

There are a number of different titles or names for this position: “ombuds” (The term ombuds is used to communicate to the widest possible community and is not intended to discourage others from using alternatives), “organizational ombuds”,  “ombudsman”, and ''ombudsperson” among others.

Organizational ombuds work in all types of organizations, including government agencies, colleges and universities, corporations, hospitals, and other healthcare organizations, and not-for-profit organizations, foundations, and associations. Organizational Ombuds have their own standards of practice and code of ethics that guide their work.

 Download IOA's Ombuds Brochure

The Organizational Ombuds—Role

An Organizational Ombuds engages in the following activities:

• 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. This is a critical step in developing options for resolution.
• Assists in reframing issues and developing and helping individuals evaluate options. This helps individuals 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 the 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 decision-makers in the organization.
• Facilitates informal resolution processes. An ombuds may help to resolve issues between parties through various types of informal mediation.
• Identifies new issues and opportunities for systemic change for the 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.
  
• Helps to bring forward good ideas and opportunities. 

Embracing Conflict: Organizational Ombuds As Strategic Allies for Organizations

What an Ombuds Does Not Do

• Participate in formal investigations or play any role in a formal issue resolution process
• Produce any formal findings or make binding decisions 
• Institute corrective measures
• Serve in any other organizational role that would compromise the neutrality or independence of the ombuds role
• Receive notice or act as an office of notice for the organization 
• Create policies
• Create or maintain records 
• Form any type of formal relationship (i.e., attorney-client)

Skills, Training, and Professional Requirements of Ombuds

The effectiveness of an organizational ombuds depends substantially on the individual performing the role.  Core technical and behavioral competencies include active listening, cultural compentency and the ability to communicate with people from diverse backgrounds and perspectives, remaining impartial and nonjudgmental, analyzing complex situations, identifying options, resolving inidvidual and/or group conflict, identifying patterns and trends, and having the judgment and skill to raise difficult issues at appropriate levels within an organization. No single academic degree or career path is required.  Ombuds may come from within an organization or from outside it; what matters is demonstrated competence, sound judgment, integrity, and an understanding of organizational dynamics.

Experience in leadership, HR, law, mediation, or conflict resolution can provide valuable preparation, but does not constitute preparation to serve as an organizational ombuds. Formal ombuds training provides knowledge of the distinctive principles, practices, boundaries, and ethical requirements of the role. IOA offers a series of professional training courses that include skills training as well as practical instruction in establishing and maintaining an ombuds office. Formal training in mediation, other conflict resolution processes, coaching and leaderhsip is also very valuable.

Certification demonstrates knowledge, skills, critical behavioral and technical competencies specific to organizational ombuds practice, as well as a commitment to professionalism and practicing in accordance with established professional standards. Certification is not required but recommended for ombuds and provides an objective professional benchmark for the preparation and competencies expected of practitioners.

In order to stay on the leading edge of critical ombuds issues, such as confidentiality, and to maintain and enhance ombuds skills, active membership in relevant professional associations, such as the International Ombuds Association, is vital.

Learn even more about the organizational ombuds role and why my organization should have an ombuds.

Learn More:

• Ombuds FAQ 
• Creating an Ombuds Office
• Why Should My Organization Have an Ombuds?
• How Do I Hire an Ombuds?
• Outsourced Ombuds Directory