CIC Ombuds Resource Frequently Asked Questions (FAQs)
The following information is designed to inform you about the Ombuds Resource for CIC staff.
- What is the ombuds resource?
- What does an ombuds do?
- What are the examples of concerns for which the ombuds might be able to offer support for?
- Who can utilize the ombuds resource and how long does it take to get an appointment?
- What does the ombuds resource not do?
- Will my visit cause something to change at CIC?
- Are there any instances in which the ombuds will not be able to maintain confidentiality?
- Who are the members of the ombuds team? How are they trained/vetted?
- Can I choose which member of the ombuds team to interact with?
- I want to reach out to the ombuds, but don’t want others to know. Is there any way for others to know that I talked with the ombuds?
- How do I prepare for my meeting with the ombuds?
- What if my question is not listed here?
1. What is the ombuds resource?
The ombuds team provides employees with an independent, confidential, impartial, and informal resource to manage, address, and surface concerns at work. This resource is provided by an independent third-party team of skilled and professional ombuds who will listen and help individuals think through possible solutions to challenges at work. Information about the ombuds team members can be found here.
The ombuds resource is:
- Independent. The ombuds team is a separate entity staffed by a team based outside of CIC.
- Confidential. The ombuds team will keep those who use the service’s identities private unless they are given permission to share or if they determine there is an imminent risk of serious physical harm.
- Impartial. The ombuds team does not advocate for any individual or group but rather for a fair process. The ombuds’ job is to help people make informed decisions for themselves with assistance and support.
- Informal. There are no preconditions to talk with a member of the ombuds team. Each step in the process will be decided by the individuals using the ombuds team. The ombuds team does not participate in any formal processes like grievances, investigations, lawsuits, etc.
2. What does an ombuds do?
An ombuds works with “visitors” (i.e., those who reach out to the ombuds team) by listening to their concerns and being a thought partner on ways to move forward productively.
A member of the ombuds team can:
- Provide you with enough time and space to share concerns in private
- Listen carefully to concerns
- Help develop a list of options for addressing a concern
- Provide answers to questions about where to get more information about a policy or procedure and appropriate work resources for more information
- Offer clarity on how to report concerns should you choose to do so
- Work with you to prepare for a difficult or uncomfortable discussion
- Help you think strategically so you can move through your issue with intentionality
- Determine other ways they might support you, such as facilitating a discussion or a group process, leading a workshop, or raising a concern to leadership with your permission.
- Give you insight into a complicated situation; a clearer perspective on an issue or concern; enhanced ability to effectively deal with a problem
3. What are the examples of concerns for which the ombuds might be able to offer support?
Employees may find it helpful to engage the ombuds team when they:
- Experience an interpersonal challenge with a colleague, a leader/manager, or an employee and need assistance figuring out how to address it.
- Have a compliance, ethical, legal, or policy concern related to work and want guidance on how to report it.
- Feel uncomfortable about a situation they have experienced and would like to have a thought partner on what options they have to address the situation in a productive way.
- Want guidance and coaching on how to have a difficult conversation.
- Desire to discuss a concern informally and confidentially, allowing them to retain control of the process, consider different perspectives on issues, and have flexibility in crafting resolution.
- Are in management and want support managing conflict or issues amongst their team members.
4. Who can utilize the ombuds resource and how long does it take to get an appointment?
All CIC staff with a concern related to the work environment are welcome to work with the ombuds resource. Generally, the ombuds will reply within one business day or less.
5. What does the ombuds resource not do?
The ombuds team members DO NOT:
- Advocate for individuals or groups
- Make binding decisions or mandate policies, nor render judgments or make decisions on the issues brought to the ombuds
- Participate in claims investigations, legal proceedings, or other formal resolution processes
- Serve as a witness or testify in formal judicial or administrative hearings
- Serve as a channel for reporting legal or non-legal violations of policy or codes of conduct
- Provide legal advice or psychological counseling
- Tell individuals or the organization what to do or compel any action
- Accept notice or initiate a formal process like an investigation or grievance
- Replace other roles, functions or procedures at CIC
Talking to the ombuds does not constitute formal notice to CIC about the existence of a problem. The ombuds can help you think through where to report a concern should you choose to do so.
6. Will my visit cause something to change at CIC?
The ombuds resource operates on two levels – as a sounding board for individuals, and also as a data-gathering / anonymizing / aggregating platform to identify systemic issues. At the individual level, the ombuds helps identify options (including the possibility of not taking action) for the visitor to be able to address the situation, not to tell them prescriptively what to do. The ombuds resource is not a reporting mechanism, so if direct change is desired, individuals should use the appropriate formal channel(s).
At the institutional level, CIC leadership will receive anonymized data periodically that highlights trends, themes, or hotspots along with insights and recommendations from the ombuds on how to address the concerns effectively. However, the ombuds cannot mandate that any action be taken.
7. Are there any instances in which the ombuds will not be able to maintain confidentiality?
Yes. If the ombuds determines that an imminent threat of serious harm exists and/or there is suspicion of abuse of any kind, the ombuds team is obligated to disclose this information. This determination will be made at the sole discretion of the ombuds. In situations in which the ombuds team believes that talking with other individuals may help, and there is not a risk of harm to self or others, the visitor will be asked for permission before any disclosures are made. If a visitor has particular concerns about confidentiality, they can raise the issue with the ombuds. This confidentiality cannot be “waived” by users of the ombuds service because the privilege of confidentiality belongs to the ombuds team and not to the users of the service.
8. Who are the members of the ombuds team? How are they trained/vetted?
Each member of the ombuds team has been trained by the International Ombuds Association (IOA) and practices in accordance with the IOA’s Standards of Practice and Code of Ethics. They were selected for their cultural competency and awareness and have years of experience supporting people through similar programs at other organizations. Click here to read about members of the CIC Ombuds Team.
9. Can I choose which member of the ombuds team to interact with?
Yes. It was important for us to ensure the ombuds team could serve the diverse needs of CIC staff based on professional and personal background and experience. At this time, CIC has five ombuds team members whose bios can be found here. You have the option to select a team member to partner with based on your individual preferences.
10. I want to reach out to the ombuds, but don’t want others to know. Is there any way for others to know that I talked with the ombuds?
No. The effectiveness of the ombuds resource is dependent on the ombuds not revealing who reached out to them. Maintaining the confidentiality and anonymity of those who engage with the ombuds is a defining principle of the resource. While the ombuds have access to some contact information and general employment data of employees, which is used to verify eligibility to use the ombuds team service and help identify patterns and trends that inform recommendations to senior leadership, all visitors are welcome to call the ombuds team to discuss any issue without giving a name. No identifying information is retained by the ombuds, the remaining data about issues is aggregated, and no information that could identify visitors is shared. Individuals are welcome to reach out to a member of the ombuds team with additional questions about confidentiality.
11. How do I prepare for my meeting with the ombuds?
There is nothing you need to do to prepare for your meeting with the ombuds. Just come ready to share your concerns and answer clarifying questions the ombuds may have for you about what happened, what your goals are, and what matters most to you about the situation.
12. What if my question is not listed here?
Please contact any member of the ombuds team at www.mwi.org/cic-ombuds/ to get your questions answered.
