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Office of the Ombudsperson

OMBUDSING SKILLS October 2013. Office of the Ombudsperson. Doris Campos-Infantino and Camilo Azcarate. Dispute Resolution Processes. Court Litigation. Time and Resources Needed to Resolve Disputes. Admin Adjudication. Binding Arbitration. Mini Trial Non-binding Arbitration.

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Office of the Ombudsperson

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  1. OMBUDSING SKILLS October 2013 Office of the Ombudsperson Doris Campos-Infantino and Camilo Azcarate

  2. Dispute Resolution Processes Court Litigation Time and Resources Needed to Resolve Disputes Admin Adjudication Binding Arbitration Mini Trial Non-binding Arbitration Alternative Dispute Resolution Fact Finding ENE Mediation Facilitation Conciliation Informal Discussion Negotiation Non-Party Decision maker Neutral Assists Parties Parties Act Alone

  3. What is an Organizational Ombudsperson? • An independent, confidential, informal, and impartial resource to help employees address work-related issues • Supplements regular channels by providing informal, confidential assistance in resolving concerns, problems, or conflicts without the need for a complaint or required procedures to follow • Assists with a wide range of issues and disputes that emerge in the workplace, using a variety of conflict resolution methods (e.g., coaching, conciliation, facilitated discussions) • Monitors trends that arise out of casework to contribute to the early detection of institutional issues of potential significance

  4. OMB Office Casework • Listening • Asking open-ended, neutral questions • Summarizing, clarifying, understanding underlying interests • Coaching • Exploring resolution options, guidance about ways to communicate in a difficult situation • Conflict resolution • Negotiation, mediation, facilitated discussion, shuttle diplomacy • Informal fact gathering • Informal inquiry (not investigation), accessing policy • Facilitating communication with administrative offices regarding issues, concerns

  5. Ombuds Intervention Levels • Individual • Interpersonal • Administrative • Intra-group • Inter-group • Organizational

  6. Satisfied – Terminates Work with Ombuds Dissatisfied – Seeks Other Resources for Resolution Dissatisfied – Takes No Further Action Clarify Ombuds Role Dissatisfied – Continues Work with Ombuds Inquirer Learns of Ombuds Office Identify Concerns Root Causes Inquirer Evaluates Outcome Inquirer Contacts Ombuds Office Define Desired Outcome Ombuds Facilitates Process (sometimes involves other parties) Inquirer/Ombuds Meet/Speak Inquirer Acts Independently Identify Possible Resolution Options Inquirer Chooses Process

  7. Ombuds Skills • Active listening • Issue identification • Micro-focus • Factual analysis • Clarifying • Summarizing • Reality-testing • Macro-focus • Systems thinking • Pattern and trend identification

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