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Standards of Practice

The International Ombudsman Association developed the following standards of practice to provide a model for individual practice and for the establishment of office policies and procedures. They are based upon the ethical principles stated in the IOA Code of Ethics. These standards guide members in making responsible choices and promote visitors' understanding of and confidence in the Office of the Ombudsman.

Independence

  1. 1.1  The Ombudsman Office and the Ombudsman are independent from other organizational entities.
  2. 1.2  The Ombudsman holds no other position within the organization that might compromise independence
  3. 1.3  The Ombudsman exercises sole discretion over whether or how to act regarding an individual's concern, or a trend of concerns of multiple individuals over time. The Ombudsman may also initiate action on a concern identified through the Ombudsman's direct observation.
  4. 1.4  The Ombudsman has access to all information and all individuals in the organization, as permitted by law.
  5. 1.5  The Ombudsman has authority to select Ombudsman Office staff and manage Ombudsman Office budget and operations.

Impartiality/Neutrality

  1. 2.1  The Ombudsman is neutral, impartial, and unaligned.
  2. 2.2  The Ombudsman strives for impartiality, fairness, and objectivity in the treatment of people and the consideration of issues. The Ombudsman advocates for fair and equitably administered processes and does not advocate on behalf of any individual within the organization.
  3. 2.3  The Ombudsman is a designated neutral and should report to the highest possible level of the organization and operate independent of ordinary line and staff structures. The Ombudsman should not report to nor be structurally affiliated with any compliance function of the organization.
  4. 2.4  The Ombudsman serves no additional role within the organization which would compromise the Ombudsman's neutrality. The Ombudsman should not be aligned with any formal or informal associations within the organization in a way that might create actual or perceived conflicts of interest for the ombudsman. The Ombudsman should have no personal interest or stake in, and incur not gain or loss from the outcome of an issue.
  5. 2.5  The Ombudsman has a responsibility to consider the legitimate concerns and interests of all individuals affected by the matter under consideration.
  6. 2.6  The Ombudsman helps develop a range of responsible options to resolve problems and facilitate discussion to identify the best options.

Confidentiality

  1. 3.1  The Ombudsman holds all communications with those seeking assistance in strict confidence and takes all reasonable steps to safeguard confidentiality, including the following:

    The Ombudsman does not disclose confidential communications unless given permission to do so in the course of informal discussions with the Ombudsman, and even then at the sole discretion of the Ombudsman. The Ombudsman does not reveal, and must not be required to reveal, the identity of any individual contacting the Ombudsman Office, nor does the Ombudsman reveal information provided in confidence that could lead to the identification of any individual contacting the Ombudsman Office, without that individual's express permission. The Ombudsman takes specific action related to an individual's issue on with the individual's express permission and only to the extent permitted, unless such action can be taken in a way that safeguards the identity of the individual contacting the Ombudsman Office. The only exception to this privilege of confidentiality is where there appears to be imminent risk of serious harm, and where there is no other reasonable option. Whether this risk exists is a determination to be made by the Ombudsman.
  2. 3.2  Communications between the Ombudsman and others (made while the Ombudsman is serving in that capacity) are considered privileged. The privilege belongs to the Ombudsman and the Ombudsman Office, rather than to any party in an issue. Others cannot waive this privilege.
  3. 3.3  The Ombudsman does not testify in any formal process inside the organization and resists testifying in any formal process outside the organization, even if given permission or requested to do so.
  4. 3.4  If the Ombudsman pursues an issue systematically (e.g., provides feedback on trends, issues, policies, and practices) the Ombudsman does so in a way that safeguards the identity of individuals.
  5. 3.5  The Ombudsman keeps no records containing identifying information on behalf of the organization.
  6. 3.6  The Ombudsman maintains information (e.g., notes, phone messages, appointment calendars) in a secure location and manner, protected from inspection by others (including management), and has a consistent and standard practice for the destruction of such information.
  7. 3.7  The Ombudsman prepares any data and/or reports in a manner that protects confidentiality.
  8. 3.8  Communications made to the Ombudsman are not notice to the organization. The Ombudsman neither acts as an agent for, nor accepts notice on behalf of the organization and shall not serve in a position or role that is designated by the organization as a place to receive notice on behalf of the organization. However, the Ombudsman may refer individuals to the appropriate place where formal notice can be made.

Informality and Other Standards

  1. 4.1  The Ombudsman functions on an informal basis by such means as: listening, providing and receiving information, identifying and reframing issues, developing a range of responsible options, and - with permission and at Ombudsman discretion - engaging in informal third-party intervention. When possible, the Ombudsman helps people develop new ways to solve problems themselves.
  2. 4.2  The Ombudsman acts as in informal and off-the-record resource, pursues resolution of concerns, and looks into procedural irregularities and/or broader systemic problems when appropriate.
  3. 4.3  The Ombudsman does not make binding decisions, mandate policies, or formally adjudicate issues for the organization.
  4. 4.4  The Ombudsman supplements, but does not replace, any formal channels. Use of the Ombudsman Office is voluntary, and is not a required step in any grievance process or organizational policy.
    1. 4.4.1  The Ombudsman does not participate in any formal investigative or adjudicative procedures. Forma investigations should be conducted by others. When a formal investigation is requested, the Ombudsman refers individuals to the appropriate offices or individual.
  5. 4.5  The Ombudsman identifies trends, issues, and concerns about policies and procedures, including potential future issues and concerns, without breaching confidentiality or anonymity, and provides recommendations for responsibly addressing them.
  6. 4.6  The Ombudsman acts in accordance with the IOA Code of Ethics and Standards of Practice, keeps professionally current by pursuing continuing education, and provides opportunities for staff to pursue professional training.
  7. 4.7  The Ombudsman endeavors to be worthy of the trust placed in the Ombudsman Office.

For more information, please visit http://www.ombudsassociation.org/standards/Stds_Practice_1-07.pdf

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