Frequently Asked Questions
- What does the term Ombuds mean?
- To whom does the Ombuds report and how does this reporting relationship help support the independence of the Office?
- How does the Ombuds differ from the Office of Special Counsel (OSC)/Office of Inspector General (OIG)/Government Accountability Office (GAO)?
- Since the Ombuds does not investigate, or make decisions, what good are they anyway?
- How can I be sure that you are free to keep our conversation confidential?
- What steps do you take to protect confidentiality?
- If I call, do I have to give you my name?
- Can you guarantee that no one will know that I contacted your office?
- Can I contact your office using a confidential e mail?
- Can I confidentially document a complaint with your Office?
1. What does the term Ombuds mean?
It is a Swedish term that means, designated neutral. Ombuds practice in a variety of environments including academic institutions and the military.
2. To whom does the Ombuds report and how does this reporting relationship help support the independence of the Office?
In his or her Ombuds roll, the Ombuds reports to the Center Director and the Administrative Director. This reporting relationship was designed so that the Ombuds has no other agenda other than trying to ensure fairness in Agency processes.
3. How does the Ombuds differ from the Office of Special Counsel (OSC)/Office of Inspector General (OIG)/Government Accountability Office (GAO)?
Talking to the Ombuds does not put the Agency on formal notice. The Ombuds is not the owner or enforcer of policy. The Ombuds may influence decisions but is not a formal investigator or decision maker. These are roles of the OSC/IG/GAO. The Ombuds does not keep notes, break confidentiality or gossip. The Ombuds does help visitors generate options, weigh the pros and cons, escalate issues in the organization with permission of the visitor, and deals with a wide range of issues and concerns.
4. Since the Ombuds does not investigate, or make decisions, what good are they anyway?
The Ombuds does informal data gathering and makes sure the right functions are involved in the decision making. The Ombuds helps the visitor determine the focus of their concern, options for resolving the issue and prepares the individual to communicate effectively regarding his/her issue. The Ombuds also follows up to make sure appropriate action is taken. In addition to meeting with visitors, the Ombuds helps senior agency leaders be more effective by sharing general trends, as long as the message is not contributed to any one visitor.
5. How can I be sure that you are free to keep our conversation confidential?
The Ombuds reports to the Center Director and the Administrator Office . This reporting structure allows them the freedom to surface concerns and protect confidentiality without fear of retribution. The Center Directors recognizes and supports the independence of the Office and allows it to function as an effective part of the governance of the Agency. The Ombuds are also bound by a Professional Code of Ethics that places upon them the responsibility of maintaining strict confidentiality regarding matters that are brought to their attention.
6. What steps do you take to protect confidentiality?
The Office has a number of processes and procedures in place to protect the identity of anyone who contacts an Ombuds for assistance. First of all, an Ombuds will not confirm or deny that they have spoken to an individual without permission. Similarly an Ombuds will never help surface a specific issue to anyone without the permission of the inquirer.
7. If I call, do I have to give you my name?
Absolutely not. (However, more than 99% of callers do share their name.) You can remain completely anonymous or you can identify yourself with a fictitious name if it makes the conversation less awkward. But please remember that the office works off-the-record, so if you do share your name, they keep no permanent documentation that you contacted their office.
8. Can you guarantee that no one will know that I contacted your office?
The ombuds pledge to you is that they will conduct themselves and their function so as to personally protect your confidentiality. What they can’t guarantee or control is the behavior of others. Two risk factors that anyone who comes to the Ombuds Office must consider:
- The Ombuds can’t control what others do and say. If an individual chooses to share with anyone that they have spoken to an Ombudsperson, the Ombuds cannot control the subsequent behavior of others with whom an individual has entrusted confidential information. This is one of the reasons that Ombuds discourage visitors from sharing with their colleagues and friends that they have visited the office.
- If an Ombuds is asked to help surface an issue anonymously, the Ombuds cannot always fully assess the inherent risk associated with surfacing specific information to a specific individual. While the Ombudsperson will not reveal the name of the source of the information, there may be a risk that the content of the information indirectly points to the inquirer or to a small group of employees. Again it is a matter of what the Ombuds can control. The Ombuds cannot control what the receiver of the message knows or may think they know. They can’t prevent individuals from trying to guess who calls them. It is important that the visitor assess the risk before giving the Ombudsperson permission to go forward. The Ombuds will always repeat back to you what you have agreed to, i.e. who will be spoken to and what the Ombuds will say.
9. Can I contact your office using a confidential email?
Due to the limitations of current technology, confidentiality cannot be assured when using email. Accordingly, the Ombuds refrain from discussing issues via email and encourage visitors to contact them by phone. If the visitor wishes, the Ombuds will use email to set up appointments to speak to an Ombudsperson and to respond to some requests for information or referrals to a formal resolution resource.
10. Can I confidentially document a complaint with your Office?
You can contact an Ombuds confidentially. But consistent with the informality and neutrality practices of the Office, communication to or with the Office of the Ombuds does not put the Agency on notice and no documentation is retained by the Office. If you desire to document an event, action or concern with the Agency, the Ombuds can help by discussing the formal options that you may want to consider.