Advantages of Implementing External Ombudsman Services at Work
What is an Ombud in the Workplace and Why Companies Need One
Simply, a workplace ombud is a person who helps people at work solve problems.
The International Ombudsman Association defines the term as follows: "An organizational ombudsman is an individual appointed by management to accept and investigate complaints from employees about managerial decisions or actions that may have adversely affected them."
An Ombud provides a confidential and impartial safe space for people in the workplace to bring up any issues or conflicts they might have. Through their specialized training, Ombuds can listen objectively and help identify underlying problems before offering mediation services that can positively resolve these complex disputes. They also teach employees essential conflict resolution skills so future challenges may be managed more effectively.
While some companies may opt to have an Employee Assistance Program (EAP) that includes an Ombud role, other companies may elect to retain a third-party neutral Ombud's services. What other types of Ombuds might you find in the workplace and why does your organization need one?
Read on to learn more about this important function for your workplace.
Types of Workplace Ombuds (Generally)
Internal ombud: An internal ombud is an employee of the organization who serves as a neutral and impartial resource for resolving disputes and conflicts within the workplace.
External ombud: An external ombud is an independent third party who is hired by the organization to provide a confidential and informal means of resolving disputes and conflicts within the workplace.
Employee assistance program (EAP) ombud: An EAP ombud is a professional part of an employee assistance program and is available to employees to provide confidential support and assistance with personal and work-related issues.
Mediation ombud: A mediation ombud is a neutral third party who facilitates communication and negotiation between parties to resolve disputes and conflicts consensually.
Investigation ombud: An investigation ombud is an independent third party who conducts an impartial investigation into alleged workplace misconduct or harassment.
Advisory ombud: An advisory ombud provides guidance and advice to employees and management on workplace policies and procedures, and may also make recommendations for improving workplace communication and relationships.
The International Ombud Association describes the different types of ombuds in their own words here:
Classical Ombuds
These ombuds receive and investigate complaints and concerns regarding governmental policies and processes. The authority and mandate of classical ombuds are typically provided by statutory language. These ombuds may be elected by constituents or appointed by a legislature or organization to monitor citizens’ treatment under the law. Classical ombuds generally have the authority to conduct investigations and make recommendations for appropriate redress or policy change.
Advocate Ombuds
An advocate ombuds may be located in either the public or private sector. They evaluate claims objectively but are authorized or required to advocate on behalf of individuals or groups found to be aggrieved. Advocate ombuds are often found in organizations such as long-term care facilities or agencies, and organizations that work with juvenile offenders.
Hybrid Ombuds
Hybrid ombuds are usually established by policy or terms of reference by both private and public sector organizations. They primarily use informal methods to resolve complaints but also have the power to investigate and the authority to publish annual and special reports.
Executive Ombuds
An executive ombudsman may be located in either the public or private sector and receives complaints concerning actions and failures to act of the organization, its officials, employees, and contractors. An executive ombudsman may either work to hold the organization or one of its programs accountable or work with the organization’s officials to improve the performance of a program.
Legislative Ombuds
A legislative ombudsman is a part of the legislative branch of a government entity and addresses issues raised by the general public or internally, usually concerning the actions or policies of government entities, individuals, or contractors concerning holding agencies accountable to the public.
Media Ombuds
The media, or news, ombuds’ primary objective is to promote transparency within the organization. They can receive and investigate complaints about news reporting on behalf of members of the public and then recommend the most suitable course of action to resolve issues raised. The news ombudsman is an independent officer acting in the best interests of news consumers. They explain the roles and obligations of journalism to the public and act as a mediator between the expectations of the public and the responsibilities of journalists. (For more information, see http://newsombudsmen.org/.)
It's worth noting that types of ombud services may vary in the specific mandate, jurisdiction, and level of independence, depending on the organization and the country they are operating in.
Some individuals offering ombud services may be members of ombud organizations, like the International Ombudsman Association that require adherence to ethical standards.
What is an external ombud/executive ombud and their role in the workplace?
An external ombud is an outsourced individual who provides impartial and objective dispute resolution services in a workplace setting. This may also be called an executive ombud. Their purpose is to serve as a third-party evaluator who analyzes conflicts among workers, management, and stakeholders. External ombuds can help facilitate honest conversations, provide confidential counsel and advice, coach on creating relationships of trust at the workplace while protecting individual rights, and even mediate solutions when necessary. They also serve as a sounding board for discussion of problems without fear that anyone will be retaliated upon for speaking up. An external ombud can work with all levels of an organization to create an atmosphere of fairness for everyone involved.
What are the benefits of companies using an ombud service for workplace complaints?
Companies utilizing an ombud service for workplace complaints can experience a wide variety of benefits. First and foremost, an ombud service provides confidentiality to the person complaining, reducing fear or intimidation in their environment. Additionally, it creates safe workplaces as employers can open investigations without disclosing who filed the complaint. Moreover, ombud services offer professional guidance on matters such as laws, policies, and procedures related to workplace disputes. This can be incredibly helpful in conditions where employees do not understand the policy or lack knowledge regarding filing grievances. Having access to this kind of external advice has helped countless workplaces establish effective conflict resolution plans and resolve issues with minimal disruption.
How is an external ombud or executive ombud different from a human resources professional?
An external ombud is independent of the organization, providing a third-party view on employee disputes and concerns, whereas a human resources professional is part of the organizational structure and, thus, may not be seen as impartial. Whereas an HR representative may have difficulty making decisions that are independent of their organization, an ombud has impartiality and objectivity in their role. This negates any bias that the ombud might have towards any particular person or issue; they strive to provide an independent solution to a dispute.
How can an external ombud or executive ombud help resolve conflict within a company and minimize litigation?
Integrating an ombud service into a company can be an effective way for businesses to manage workplace conflict and resolve issues before litigation becomes necessary. Ombudsmen provide members of the company with an alternative dispute resolution (ADR) system to process complaints, grievances, and disputes in a fair, unbiased manner. Through mediation and other techniques, these individuals are skilled in helping parties come to mutually beneficial solutions that prevent litigation and litigation costs. Not only does utilizing an ombud service help resolve conflicts within the company more quickly and cost-effectively than litigation, but it also allows companies to maintain a positive workplace environment by maintaining respectful relations between employees.
Tips for choosing the right ombud service for your business
When considering which ombud service is best for your business, experience, and knowledge should both be high criteria. Be sure to select a service that has experience dealing with businesses as you may have unique needs that can only be addressed with competency. Additionally, you want to make sure the ombudsman has some institutional knowledge about the type of business you are operating so there is no learning curve before they are ready to provide sound advice and recommendations. Lastly, consider what other similar businesses in the area or industry employ to ensure you can successfully bid for the same kinds of contracts and do business at large.
Ombuds are a valuable asset to businesses as they provide employees with an outlet to confidentially discuss their concerns and help resolve conflict. While ombuds services can be provided internally, many businesses find that external ombuds offer unbiased opinions and can help maintain confidentiality. When choosing an external ombud service for your business, it is important to consider the size of your company, the type of industry you are in, and what services will best meet the needs of your employees. Moxie offers consultation services to help businesses develop custom ombud programs that fit their specific needs. Contact us today to learn more about how we can help you create a healthy and productive workplace for all of your employees.
By working with an external ombud, businesses can obtain specialized advice and guidance that is tailored to their unique needs. The ombud will be able to provide valuable insights into how the company can resolve conflicts in a more effective manner, as well as offer mediation services for employees who are facing disputes. Additionally, an external ombud can provide valuable training and resources to help the company create policies and procedures that promote a healthy work environment. With the help of an external ombud, businesses can improve their workplace culture and ensure that all employee disputes are handled fairly and impartially.
Ultimately, using an external ombud service is an effective way to resolve disputes and prevent litigation. By selecting the right ombud service for your business, you can ensure that employees have a safe place to voice their concerns and help prevent unnecessary workplace conflict.
About Moxie's Om-Bud Services
Moxie provides customized ombud services that are tailored to meet the needs of our clients’ businesses. Attorney Lindsey Wagner is a member of the International Ombuds Association (IOA) and adheres to their standards of practice and ethics code.
Contact Moxie today to learn more about how we can help you create a positive workplace culture for all of your employees. We are here to provide businesses with the customized advice and guidance they need to create an effective conflict resolution system and maintain a respectful workplace.
With the help of Moxie, your business can experience improved employee relations and decreased litigation costs. Let us help you create a positive workplace culture for all of your employees.