MWI's External Organizational Ombuds Service provides independent, confidential, and neutral assistance to employees. 

• An ombudsman is available to all employees and management to discuss, address and seek help with a variety of problems and issues;
 
• An ombudsman is a resource for interpreting company policies, guidelines and organizational structure;
  
• An ombudsman provides confidential and informal assistance in resolving concerns and is outside the normal structure;
 
• An ombudsman maintains strict confidentiality (except where there is a serious threat of harm);
 
• An ombudsman does not keep records on individuals but does provide management with reports on trends and other information that would otherwise not be available to management.
   

The Role of an Ombudsman

An Ombudsman’s purpose is to provide employees with a unique and confidential channel for voicing complaints and resolving conflict.  An Ombudsman offers employees and management the following services:

• Opportunities to discuss and seek advice on how to handle difficult situations;

• Mediation services with another employee, supervisor, or manager;

• Insights about company policy in regard to a particular situation;

• Services designed to build morale, productivity and the capacity of the workforce to manage and resolve conflicts on their own.

All conversations with the Ombudsman are held in absolute confidence.  Confidentiality provides employees with a safe avenue to communicate their concerns without fear of retaliation or adversely impacting their career at the organization.  Notwithstanding confidentiality, the Ombudsman will provide general information to management about patterns of concerns and/or serious issues of safety or abuse.  This information is useful to companies that are committed to creating a supportive and healthy work environment and resolving concerns before they escalate into serious issues.

• Benefits to Employees:     Employees benefit by having a confidential, company-sanctioned avenue to express concerns, review policies, explore options, and resolve conflicts.  The Ombudsman's adherence to strict confidentiality reduces an employee's fear of retaliation. This informal process, which exists outside of the company structure, provides employees with an opportunity to resolve issues before they escalate to a formal complaint against another employee or against the company.
   
• Benefits to Management:  Management benefits by receiving regular direct reports about issues and trends affecting the company that would otherwise be unavailable to management.  Management also benefits by addressing employees’ concerns before they escalate into decreased productivity, lowered morale, or even lawsuits.  Having an established confidential and anonymous Ombuds office also helps businesses comply with duties outlined in the U.S. Sentencing Guidelines, the Sarbanes-Oxley Act, and with other requirements.

MWI Ombuds Practitioners adhere to the Code of Ethics and Standards of Practice of The International Ombudsman Association (IOA).
 

Comparison Chart of Roles

This chart is designed to define the role of the Ombudsman and clarify the differences between the role of the Ombudsman and other roles within a company.

 - Mary Rowe, Massachusetts Institute of Technology