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MWI Organizational Ombuds Panel Manual: Managing Matters and Visitors

Life Cycle of a Visitor
Visitors can reach out in three different ways.
  1. Contact the ombuds directly.
  2. Submit a webform request that will be assigned by MWI staff to the next available ombuds - their submission to the webform will show up in the visitor record that is shared with you under the "Visitor Submission" Please review this before meeting with them.
  3. Submit an anonymous webform entry that will be shared with all ombuds team members for review and action should it require.
Confirm Visitor Eligibility

A visitor is eligible if they are currently part of the visitor pool that resource serves (e.g., staff, graduate students and faculty, etc).

Determining Visitor Eligibility

Before meeting with a visitor, search for their name in the Ombuds Tracker search bar to determine whether a Potential Visitor record exists.

Some clients do not provide constituent data to MWI. In those situations, confirm the visitor's role directly to ensure they are eligible to use the resource.

Ineligible Visitor

If you discover after meeting with a visitor that they are not eligible to use the ombuds resource:

  • Notify the individual that the ombuds resource is not available to them.
  • Provide information about alternative resources whenever possible.
  • Close the Matter using the No Info button.
  • Record your billable time in the Matter or Visitor record.
Matters closed using the No Info button will not send feedback surveys to the associated Visitor.
Responding to Visitors

Please respond within one business day to set up a meeting.

Sample language for first email to a visitor:

Dear [Name],

Thank you for reaching out. I’m happy to speak with you.  

[If you use Calendly] You can use this Calendly link [insert link ] to select a time that works for you or share you phone schedule via phone [insert phone number]. The app will automatically send a calendar invite to us both.

[If you schedule by email or phone] Please share options that work for you and me to connect. We can schedule via email or by phone [insert phone number]. I will then send you a Zoom invite.

I look forward to speaking with you.
Best,
Unresponsive Visitor

Reach out once, and then send a reminder. If you still don't hear after two weeks, let them know they are welcome to reach out again, but that you will close their case.


Sample language for an email to an unresponsive visitor:
Dear [Name],

I’m reaching out to see if you’d like to have a follow-up conversation. If you would like to speak further, please use this Calendly link [insert link] to schedule time with me/please share some times that work for you. If I don't hear from you by [date], I'll assume you don't need anything further at this time.

After I close the case, you will receive a brief confidential survey from MWI about your experience with our resource. I would appreciate any confidential feedback that you provide; it helps us provide the best service possible to you and your colleagues [or visitor pool].

Finally, you are always welcome to reach out again.

All my best,
If you never end up meeting with the visitor at all:
  1. Select the No Info button, unless the visitor submission has enough information to complete a matter (explanation of issues, direction of concern, etc.)
  2. If the visitor shared information in the visitor submission, use it to the fill in the Matter to the best of your ability, selecting N/A when necessary.
Set up the Visitor and Matter Record in Salesforce

Once you know the name of the visitor, you can set up the visitor and matter record in Salesforce. This section provides guidance of completing Visitor and Matter Records in Salesforce.

Conducting a Visitor Meeting
  • Always open with the Standards of Practice.
    • SAMPLE OPENING
  • Ask the visitor how they heard about the ombuds and record that in the Referred by: section of the visitor record.
  • You can take notes in the ombuds notes section of the visitor record (these are completely redacted once the matter is closed)
  • If it becomes clear that you will need to keep the matter open until some follow up is done, let them know that in any case, if you don't hear from them, that you will reach out in a couple weeks to check in.
  • When closing your final meeting
    • Ensure you have all demographic information. If not, please ask if they feel comfortable sharing it. Sample language for asking about demographics:
      • LANGUAGE FOR ASKING ABOUT DEMOGRAPHICS
    • Let the visitor know they will be receiving a survey and ask if they would like to receive it by text or email. Mark the Contact Preference section with their preference and ensure the correct phone or email is in the visitor record. If they prefer to not receive a survey, ensure Do not contact is selected in contact preference.
  • Meeting length should generally be no longer than an hour.
  • Meeting frequency: Many visitors will only require one meeting. If a visitor's concern is ongoing or requires follow-up, meeting with them multiple times is ok. What we want to avoid is setting standing meetings where the visitor continues to bring different but related concerns and you become a coach.
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