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The Ombuds Team: An Independent and Confidential Resource for CG Associates

Independent. Impartial. Informal. Confidential.

The term “ombuds” (pronounced “ahm–buhds”) comes from a Swedish term meaning “a person who has an ear to the people.”

Capital has two ombuds (Jai Calloway and Chuck Doran, see bios below) who are available to work with associates to surface and resolve work-related issues. The ombuds are an independent, impartial, informal, and confidential resource for Capital associates. The ombuds supplements and does not replace Capital’s formal administrative channels at Capital or talking with your manager.

Here are some Frequently Asked Questions (FAQs) about the Ombuds Team:

  1. What is the Ombuds Team?
  2. Who can reach out to the Ombuds Team? How and when can I expect to hear back?
  3. What do the Ombuds Team do?
  4. What does the Ombuds Team not do?
  5. When do I reach out to the Ombuds Team vs. HR?
  6. What are the examples of concerns for which the Ombuds Team might be able to offer support?
  7. If I reach out to the Ombuds Team can I remain anonymous?
  8. Can I formally report an issue to the Ombuds Team instead of HR or Capital Group?
  9. Can I choose which member of the Ombuds Team to interact with?
  10. What happens when I reach out to the Ombuds Team?
  11. What happens to information provided to the Ombuds Team? What gets reported to CG?
  12. What authority does the Ombuds Team have?
  13. Will managers or business leaders know when an associate in their business group reaches out to the Ombuds Team?
  14. Will HRBPs be notified when an associate in their client group reaches out to the Ombuds Team?
  15. Are there any instances in which the Ombuds Team will not be able to maintain confidentiality?
  16. What does the Ombuds Team report to Capital?
  17. What might I gain by contacting the Ombuds Team?
  18. Should I contact the Ombuds Team to give notice of a formal complaint to Capital?
  19. How does the Ombuds Team remain neutral?
  20. Will the Ombuds Team participate in formal meetings?
  21. How is the Ombuds Team unique from other resources at Capital? Also, when should I reach out to the Ombuds Team vs. HR?
  22. Where do I go to learn more?

 

About the Ombuds Team at Capital:

Capital associates should contact one of the following ombuds below to discuss options for resolution.

Jai Calloway (jai-ombuds@mwi.org and 346-546-9396) is an experienced, people-focused Ombuds with a mission to redefine the way people understand and work together by harnessing the power of difference. Jai has spent over ten years working and studying conflict resolution methodology and its intersection with diversity and inclusion within organizational settings. Jai previously served as Corporate Ombuds for Halliburton Oil Services and serves as an external organizational Ombuds for small businesses cross-industry. She is an alumnus of the Pepperdine Caruso School of Law – Straus Institute of Dispute Resolution. Jai was Vice-Chair of the American Bar Association Dispute Resolution Section and was Chair of the International Ombuds Association Diversity, Equity, Inclusion and Belonging (DEIB) Task Force. In addition to her work as an Ombuds, Jai works as an organizational development consultant where her focuses are conflict resolution, employee engagement and diversity & inclusion. Schedule a time to talk with Jai by sending an email to jai-ombuds@mwi.org or by calling 346-546-9396.

Chuck Doran (chuck-ombuds@mwi.org and 617-895-4026) is an experienced Ombuds, Mediator, and Dispute Resolution Trainer. Chuck is a Certified Organizational Ombuds Practitioner (CO-OP) and a member of the International Ombudsman Association who completed Ombuds training with the IOA in 1995. Chuck has served as an Ombuds for the New England Chapter of the Association for Conflict Resolution and serves as an external organizational Ombuds for a companies and universities around the US. In addition to his Ombuds work, Chuck works nationally and internationally as a dispute resolution trainer and consultant with corporate, governmental and non-profit clients including Coca-Cola Enterprises, General Motors, Bose Corporation, and the Harvard Negotiation Project at Harvard Law School. In 1993, Chuck completed a Specialization in Negotiation and Dispute Resolution at the Program on Negotiation and chaired two regional ADR Conferences in 1997 and 1999. Chuck served as a member of the Massachusetts Supreme Judicial Court Standing Committee on Dispute Resolution and was Chair of the Qualifications Subcommittee. He is a member of the Massachusetts Bar Association’s Dispute Resolution Advisory Group and is a past president of the Association for Conflict Resolution, New England Chapter. Chuck is also a Distinguished Fellow with the International Academy of Mediators (IAM) and a past president of IAM’s Board of Governors. Book a time to talk with Chuck at: https://calendly.com/chuckdoran or send an email to chuck-ombuds@mwi.org.

Contact

Either Ombuds Team member will get back to you within one business day.

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The Capital Ombuds Team was established under a charter approved by Capital’s Chairperson. A copy of that charter is available here. The charter incorporates by reference the Code of Ethics and Standards of Practice of the International Ombuds Association (IOA) and requires that the Capital Ombuds Team adhere to the IOA Code of Ethics and Standards of Practice. The charter, as well as the IOA Code of Ethics and Standards of Practice, contain important information about the Capital Ombuds Team and the manner in which it functions.

Due to the independent, impartial, informal, and confidential nature of the ombuds function, communication with an ombuds team member does not constitute formal notice to Capital.

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