Safe Channel Frequently Asked Questions (FAQs)
The following information is designed to inform you about foundation’s Safe Channel.
The Safe Channel provides foundation staff with an independent, confidential, impartial, and informal resource to raise and resolve sensitive concerns at work. This resource is provided by a dedicated outside team of skilled ombuds who will listen and help you think through possible solutions to challenges at work. (‘Ombuds’ is derived from the Swedish word for ‘representative’.) Information about the foundation’s ombuds team can be found here.
2. What are the hallmarks of the Safe Channel program?
The Safe Channel is:
- Independent. The Safe Channel is a separate entity staffed by an ombuds team based outside of the foundation
- Confidential. The ombuds team will keep your identity private unless you give them permission to share or if someone might get hurt without disclosure.
- Impartial. The ombuds team advocates for fairness, not for any employee or manager
- Informal. There are no preconditions to talk with a member of the ombuds team. Each step in the process will be decided by you.
3. What does the ombuds team at the Safe Channel do?
The ombuds team works with “visitors” (i.e., those who use the Safe Channel) to listen to their concerns, focus on resolving interpersonal challenges equitably, and provide unbiased feedback and clarity on dealing with a sensitive topic. Ombuds can help staff resolve an issue informally or help staff navigate how to formally report an issue to HR.
4. What might I gain by contacting the Safe Channel?
By contacting the Safe Channel, staff might gain insight into a complicated situation, a clearer perspective on an issue or concern, enhanced ability to effectively deal with a problem, identification and clarification of options, an effective communication plan to resolve interpersonal issues and resolution of an ongoing problem that is impacting your ability to do your job.
5. Who can reach out to the Safe Channel? How and when can I expect to hear back?
The ombuds team provides support for all foundation’s employees and contingent workers globally. Generally, the ombuds team will reply within one business day or less.
6. What happens when I reach out to the Safe Channel?
A member of the ombuds team will:
- Provide you with enough time and space to share your concerns in private
- Listen carefully to your concerns
- Help you develop a list of options for resolving your concern
- Provide answers to questions you have about where to get more information about a policy or procedure
- Work with you to develop a strategy for resolution
7. Will my going to the Safe Channel automatically trigger an investigation?
No. Since the Safe Channel is independent of the foundation, using the Safe Channel will not register a formal complaint with the foundation. The ombuds’ approach is to help you develop an action plan and steps to get there, and to augment other existing Channels such as Ethicspoint and HR. You can learn more about all the support options available to you in this table.
8. Who are the ombuds? How are they trained/vetted?
Each ombuds has been trained by International Ombuds Association (IOA) and practice 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 as ombuds supporting staff at other organizations.
9. Can I select a particular ombuds, with certain identities or characteristics?
Yes. An overview of the ombuds team and their bios can be found here. The Safe Channel is designed to be a resource that provides options that are best for you. There are three ombuds team members dedicated to serving the foundation’s staff. You can select to work with a team member based on your individual preferences.
10. What authority does the ombuds team have?
The ombuds team may contact senior leadership at the foundation about thematic challenges they learn that the foundation’s staff are facing and to make recommendations for a change in policy or practice. The ombuds team does not have the authority to mandate that anyone (staff or management) do anything they choose not to do.
11. Will a member of the ombuds team tell me what to do?
No. Nor will they provide legal advice. Rather, they will help you figure out what resources are available to and appropriate for you. Nor will they do anything without your permission. In the rare event the ombuds team determines that an imminent threat of serious harm exists and/or there is suspicion of abuse of any kind, the team has to right to disclose this information. This determination will be made at the sole discretion of the ombuds team. In situations in which the ombuds team believes that talking with other individuals may help, and there is no risk of harm to self or other, the employee will be asked for permission before any disclosures are made.
12. How does the ombuds team remain impartial?
The ombuds teams’ effectiveness and credibility is based on a commitment to being fair and supportive of each employee who contacts them. The ombuds team is not part of any one department at the foundation and are independent subcontractors, which helps them to be impartial.
13. What happens to the information provided to the ombuds team? What gets reported to the foundation?
Because it is a confidential resource, the ombuds team does not keep identifying information from individual cases. Any recordkeeping or note-taking related to a specific case will only be used to help informally manage or resolve a staff’ member’s concerns and will be destroyed after the case is closed and/or follow-up is complete.
The ombuds team keeps aggregate statistics and periodically provides updates to senior leadership. The ombuds team will review data with an eye towards highlighting emerging issues, identifying trends, highlighting vulnerable groups, and suggesting areas of improvement.
14. How is the Safe Channel different from other resources, such as the Employee Assistance Program (EAP), Vera Whole Health Clinic, and Ethicspoint?
The EAP is primarily utilized for personal issues (like a doctor) and does not provide upward, systemic feedback to foundation leadership. The Vera Clinic is utilized by US-based employees only (not contingent workers) and does not provide reporting to the foundation. Ethicspoint, our formal legal reporting Channel, utilizes a ‘hotline’ approach that can be problematic for people of many global cultures (e.g., Eastern European, South Asian, and former Communist countries) who fear the ramifications of filing a complaint.
15. When do I reach out to the Safe Channel vs. HR?
Both HR and the ombuds team can help staff think through various issues. The key distinction is that the ombuds team is confidential, independent, impartial, and informal and cannot act as a formal channel for reporting policy violations or violations of The Gates Foundation’s Code of Conduct. To make a formal complaint, staff should reach out to HR.
16. What are the examples of concerns for which the ombuds team might be able to offer support?
Staff may find it helpful to engage an ombuds for information and expert, confidential advice, such as when they:
- Experience an interpersonal challenge with a colleague or their manager and need assistance figuring out how to address it
- Have a compliance, ethical, legal, or policy concern related to the workplace and want guidance on how to report it to the foundation
- Feel uncomfortable about a situation they have experienced and would like advice on whether it’s something they need to report
- Provide feedback about a problem or suggestion for improvement that will be shared with leadership without revealing the staff member’s identity
- Desire to discuss a concern informally and confidentially, allowing the staff member to retain control of the process, foster understanding of issues, and flexibility in crafting resolutions
17. How do I know that my visit will cause something to change?
The Safe Channel operates on two levels – as a sounding board for staff, and also a data-gathering / anonymizing / aggregating platform to identify systemic issues. The foundation will receive a report with actionable recommendations every quarter. The Safe Channel creates 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.
18. I want to use the Safe Channel, but I’m nervous. Is there any way to identify me as a visitor?
No. The effectiveness of the Safe Channel is dependent on members of the ombuds team not revealing who used the Safe Channel. Any data that is gathered (with your permission to confirm you are eligible to use the service), is redacted once the case is closed afterward. Foundation staff are encouraged to reach out to a member of the ombuds team to get their questions answered before sharing any information about themselves or their concern.
19. I’m in an international regional office; can I use the Safe Channel?
Yes! It is available to any employee and contingent worker regardless of location, and ombuds can set appointments in various time zones.
20. Will Gates MRI and AgOne employees have access to the Safe Channel? What about grantees, partners, and alumni?
Only foundation employees and contingent workers will be able to access the Safe Channel at this time. We will make a determination in the future about whether to extend access to other groups.
21. How do I start to use the Safe Channel?
Simple – just click here to go to learn more about the Safe Channel and contact a member of the ombuds team by email, phone, or by filling out a confidential web form.
