Questions for Organizations Considering the Implementation of an Ombudsman Office

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Questions an Organization Must Answer in Creating a Successful Ombudsman Office

The following are common and recurrent questions organizations address when assessing the value, design and implementation of a successful organizational ombudsman office. The list is not all-inclusive, but might be worthwhile to consider and address as an organization begins to consider the why, what and how an ombudsman office is to be implemented.

Assessing the Value of an Organizational Ombudsman Office
• What needs of the organization can be met by creating an ombudsman office?
• Why have an ombudsman office?
• How will the ombudsman office promote the values of the organization?
• What are the potential financial costs savings of an ombudsman office?
• What are the benefits associated with an ombudsman office?
• Are there any negative consequences of having an ombudsman office?
• What are the risks of not having an ombudsman office?
• Are there any benchmarks for a successful ombudsman office?
• What other organizational leaders in my respective sector have had success with an ombudsman office?
 

Designing the Ombudsman Program
• Will the ombudsman office adhere to the IOA Standards of Practice?
• Will the ombudsman office report directly to the top of the organization?
• Will the ombudsman office have access to all individuals in the organization?
• Is there leadership support for the office from the top down?
• Has there been adequate organizational buy-in for the concept of the ombudsman office?
• Will the office be located in a perceived safe and neutral setting?
• How will the confidentiality, informality, neutrality and independence of the office assured?
• Has independent legal counsel been provided to the ombudsman office to ensure independence?

Implementing the Ombudsman Program
• Is the mission of the ombudsman program clear?
• Is the budget adequate for the ombudsman office?
• What is the scope of services to be provided by the ombudsman office?
• What are the populations to be served?
• Is there a marketing plan in place?
• How is the ombudsman office to be evaluated?

Extensive training on all of these issues is available through the International Ombudsman Association. For more information: 1-908-359-0246 or info@ombudsassociation.org.