MWI Organizational Ombuds Panel Manual: Managing Matters in Salesforce

Every Matter Must Be Connected to a Visitor

Every Matter created in Salesforce must be associated with a Visitor record.

MWI Reporting Categories

Select the category or categories that best represent the prominent issues, concerns, questions, or feedback shared by the visitor.

A single Matter may contain multiple issues and therefore may require multiple MWI reporting categories.

Identity Related / Dimension of Experience

This field helps modify concern categories when there is an added component related to a visitor’s experience, identity, or background.

Example: If a visitor reports racial discrimination, select Discrimination as the reporting category and Race/Ethnicity/Nation of Origin as the identity-related modifier.

Example: If generational differences contribute to a conflict, select Priorities/Values/Beliefs and then choose Age/Generation or Culture/Style as the modifier.

Summary of Issues

Provide a brief paragraph describing the visitor’s concern or concerns.

Include enough detail to support the selected reporting categories while maintaining confidentiality.

Do not include names, department names, or other potentially identifying information.

Theme / Pattern / Trend

If the Matter reflects a theme, pattern, or trend you have observed in previous Matters, briefly describe it.

If no pattern exists, leave the field blank.

Examples:

Managers not being open to constructive feedback.
Lack of cultural sensitivity from managers.
Unclear application of work-from-home policy.

Direction of Concern

Select the direction of the relationship between the visitor and the individuals, groups, or systems involved.

Up: Concern involves an individual, group, or office with authority over the visitor.
Down: Concern involves an individual or group over whom the visitor has authority.
Parallel: Concern involves individuals or groups at the same level.
Self: Concern is intrapersonal.
Other: Concern involves policies, systems, or other factors.

Level of Organizational Impact

Select the level of impact based on the number of people affected, severity of the issue, and level of involvement.

High: Affects many constituents, involves senior leadership, includes significant policy or legal concerns, or presents substantial reputational, financial, or mission-related risk.
Medium: Affects multiple constituents, involves mid-level leadership, or includes some policy concerns.
Low: Involves a single visitor or has minimal impact on others.

Type of Organizational Impact

Select all categories that describe how the visitor's concern is affecting—or could affect—the organization.

If no listed category applies, select Other and describe the impact in the designated field.

Ombuds Actions

Select all actions taken to assist the visitor.

If you took an action that is not represented in the available selections, choose Other Action and describe the activity performed.

Matter Outcome

Provide a brief paragraph describing what the visitor ultimately did and how the situation changed.

Sample Outcome:

After coaching, the visitor felt more comfortable raising concerns directly with their manager. The visitor later reported that the discussion was productive, their manager apologized, and encouraged future feedback.

If the visitor becomes unresponsive and the outcome is unknown, enter:

Unknown

What the Ombuds Did to Help the Visitor

Use this field to provide additional detail beyond the selected Ombuds Actions.

Example:

Coached the visitor through how to have a conversation with their manager and shared information about available grievance processes should they choose to pursue them.

Referred Visitor To

Document any institutional resources, offices, programs, or services to which the visitor was referred.

If no referral was provided, enter:

N/A

“No Info” Button

Use the No Info button only when you have no information about the visitor or the situation that prompted the outreach.

When this option is selected, the Matter can be closed without completing Matter fields, and the visitor will not receive a feedback survey.

Do not use the No Info button simply because a visitor became unresponsive.

If you have any information from an initial contact, voicemail, email, or web submission, complete the Matter to the best of your ability using available information. For fields that cannot be completed, select N/A when appropriate.