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Ombudsman
Informal
A strictly confidential conversation for any situation
The Ombudsman:
• Helps the employee options
• Employee decides how they want to proceed
• May refer to appropriate formal channels for resolution
An Ombudsman is confidential, informal, impartial and independent

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Impartial
Even-handed
equitable
CONVERSATIO
N
FAIRNESS
unbiased
discuss
neutral
unaligned
Speak
RESOLUTION
TALK
OBJECTIVITY
INDEPENDENT
CONFIDENTIALIT
Y
neutral
DIPLOMACY
Respectful
SAFE
Engage
OPTIONS
coaching
CLARIFY
ACTION
advocate
Guiding Principles
DISPUTE Dispute
Resolution
Plan
Standards
of Practice
PRIVACY
Communication Conduit
An Ombudsman provides
informal dispute resolution to
employees predicated on the
principles of fairness and equity.
The structure and practice of the
office is built on independence,
impartiality, confidentiality, and
informality.

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Confidential
• The Ombudsman may disclose your identity or other information if it is
necessary to address the imminent threat of physical hard to an employee
or other person, or risk of serious financial harm to the company.
Independent
• The Ombudsman operates independent of management and may
attempt to resolve any dispute prior to the initiation of mediation or
arbitration.
Impartial/Neutral
• As a third-party neutral, the Ombudsman is an advocate for equity,
fair process and the fair administration of process. However, the
Ombudsman does not take sides on behalf of any individual, cause
or dispute.
Informal
• The Ombudsman provides informal, off-the-record assistance only.

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Because of the informal, neutral, confidential and independent
positioning of an Ombudsman…
Ombudsman do not:
• Participate in formal investigations or in a formal resolution process.
• Serve in any other role in the company that would compromise neutrality.
• Be an agent of the company for the purposes of receiving notice for the
company.
• Make binding decisions on behalf of the company or mandate policies other
than those or the internal functioning of the Ombuds Office.
• Create or maintain records or reports for the organization with identifying
information
• Provide legal advice
• Testify in any formal or legal proceeding to reveal confidential
communications
• Shall not act as an advocate for any party in a dispute, nor shall the
Ombudsman represent management or visitors to the Ombudsman office
• Does not adjudicate final decisions

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Introduction
•The Ombudsman will conduct an introduction, clarify confidentiality and the process that
the Ombudsman will use to write down information for the Ombudsman’s purpose only.
Listen
•The Ombudsman will listen to the employee concern and ask any clarifying questions
regarding the issue.
Repeat for
Clarity
•The Ombudsman will repeat back the concerns to ensure that the information is correct.
•The Ombudsman will ask for any additional factual information (Dates, times etc…).
Generate
Options
•The Ombudsman will help the employee generate options.
Resolution
•The Ombudsman will help the employee and with the employee’s permission, work with
others to resolve the issue.
Post-
Resolution
•The Ombuds office will not retain records of the matter on behalf of the company.

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