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MWI Organizational Ombuds Panel Manual: Group Work

When working with multiple visitors on a shared issue, individual Matters must be created for each visitor. In addition, a Group Work Record must be created to document the collective intervention. The Group Work Record should include:

  • A non-identifying title
  • The type of group work conducted
  • The number of participants
  • A brief description of the overall outcome and impact

All relevant Matters must be linked to the Group Work Record before closing.

View Group Work Record Instructions
Facilitated Discussions Guidelines

The ombuds have no authority to impose an outcome, mandate participation in the process, or determine an outcome. If both the visitor and a person of concern who is also a visitor request or elect to participate in a facilitated discussion, they should expect the following:

  1. The ombuds role is to assist visitors in having a productive conversation while serving as a neutral facilitator of the process. The ombuds assists participants in identifying interests and developing options for resolution.
  2. The ombuds will not represent or advocate for any side. The ombuds advocates for a fair process and conducts the discussion accordingly.
  3. Participants cannot create new organizational policies, rights, or privileges through agreement.
  4. The ombuds will not monitor or enforce agreements. Terms may only be shared with a third party when both participants consent.
  5. In alignment with confidentiality commitments, the ombuds will not reveal the contents of the facilitated discussion unless there is an imminent threat of serious harm or another exception permitted by the IOA Standards of Practice.
  6. Participation is voluntary for all parties, including the ombuds. If the discussion ends without resolution, visitors may continue working with the ombuds or pursue other options.
  7. Unlike traditional mediation, participants and the ombuds do not sign a separate Agreement to Participate or Confidentiality Agreement. Instead, all parties are governed by the confidentiality, informality, independence, and impartiality provisions contained within the ombuds charter.
Facilitated Discussion Preparation

MWI provides a preparation resource to help visitors think through goals, concerns, and expectations before participating in a facilitated discussion.

View Facilitated Discussion Preparation Page
Extended Group Work

If a leader or group requests tailored and extended support from an ombuds that is expected to exceed eight hours, the ombuds may provide the service through a separately billed Extended Group Engagement.

Examples include:

  • Customized trainings requiring extensive preparation
  • Engagement with multiple stakeholders and groups
  • Large-scale facilitated discussions
  • Multiple stakeholder intake meetings followed by broader group interventions
All work completed as part of an Extended Group Engagement remains subject to the Ombuds Standards of Practice.
Extended Group Engagement Process
  1. Initial Intake
    • Meet with the primary client contact to understand the request, issues, and goals.
    • Determine whether a group engagement is appropriate.
    • Determine which ombuds will lead the engagement.
    • Complete and submit the intake survey to MWI.
  2. Required Intake Survey Information
    • Main point of contact name and email
    • Contract approver name and email
    • Proposed engagement outline
    • Proposed engagement timeline
    • Estimated scope of work
  3. Contract Development
    MWI prepares a contract based on the survey details and sends it to the client contact for review and approval.
  4. Contract Decision
    MWI notifies the ombuds when the contract is approved or denied.
  5. Engagement Delivery
    The ombuds conducts the engagement as outlined in the approved scope.
  6. Billing
    The ombuds records billable hours in Salesforce and notifies MWI when work is complete.
  7. Final Invoicing
    MWI manages invoicing directly with the client contact.