Ombuds Council
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Contents |
Objective
The Ombuds Council (OC) will provide an independent, neutral and confidential process by which volunteers and staff of AFS-USA may seek a just and equitable resolution to a stated grievance. It will also research organizational issues and report trend information to enhance the quality of program and services. The OC will employ "Appropriate Dispute Resolution" techniques, including:
- Mediation
- Negotiation
- Facilitation
- Consultation
- Counseling
- Intercession
The OC will not make binding decisions, but instead make recommendations drawing from case research, organizational values, compliance mandates, expert consultation, and individual well-being. The OC will capture general information to track trends within the organization. This information will be used as a tool for training enhancement, process improvement, and organizational development.
Scope
Initially, the OC would be charged with addressing volunteer performance issues and volunteer appeals to disciplinary action. In addition, the charter members of the Ombuds Council will be asked to develop guidelines for an integrated conflict management system that addresses:
- interpersonal issues between volunteers
- interpersonal issues between volunteers and staff
- organizational issues
The OC will not refuse any person or group the opportunity to a fair hearing. The charter members of the OC may work on inherited cases prior to "opening its doors" as a means of establishing process, contacts and best practices.
OC Membership
- registered AFS-USA volunteers
- neutral
- functionally independent
- responsive & timely
- confidential
- accessible
- subject to industry standards
AFS-USA Commitment
- promote and support the concept
- provide for the financial viability of the OC’s work
- open to due process, allowing access to staff and data
National Council Commitment
- accountable for OC’s performance
- respond to stakeholders
- ensure training in standards of practice
- review of terms of reference
- devise periodic case reporting
- review of cost-benefit
- OC is responsive to the organization as a whole
Standards of Practice
The following is a starting point for the OC. Its development and the practical implementation of an integrated conflict management system will be done in consultation with the Volunteer Development Advisory Group, and oversight from the National Council.
The OC will:
- Foster communication about the philosophy and function of the OC with the people it serves
- Adhere to industry standards (e.g., Ombudsman Association Code of Ethics)
- Remain neutral and independent of ordinary line and staff structures, and serve no role that compromises this neutrality
- Assert privilege with respect to communication with the OC
- Exercise discretion whether to act upon a concern of an individual contacting the office
- Remain informal and off-the-record (Formal investigations are an exception, and justification for the exception will be made in writing. Legal investigations should be done by others.)
- Act on a problem perceived by the OC
- Identify new problems and provide support for responsible system change
- Provide feedback on trends, issues, policies, and practices without breaching confidentiality or anonymity
- Practice confidentiality
- Endeavor to be worthy of the trust placed on it by the AFS-USA community
- Keep professionally current and competent by pursuing continuing educations and training relevant to the ombuds profession
External Links
- Wikipedia description of the Organizational Ombudsman[1]
- International Ombudsman Association [2]
- Link to the American Red Cross Ombudsman Office[3]
- Developing Terms of Reference for the Ombuds[4]
Further Reading
- Rowe, Mary P. What is it like to be an Organizational Ombudsman.
