MWI Organizational Ombuds Panel Manual: Client Engagement
Client Engagement Overview
Client Engagement includes outreach activities designed to increase awareness of the ombuds resource and strengthen relationships with key stakeholders.
These activities may include meetings, presentations, lunch and learns, drafting written materials, and sharing educational resources.
All client engagement activities must be logged in the Client Engagement Tracker in Salesforce once a task has been completed.
Chatter
Chatter is the centralized group where client-related updates and engagement activities are tracked and shared.
The Chatter group contains several tabs with different functions:
- Chatter – Post questions, updates, and announcements. Team members and MWI staff can like and comment on posts.
- Input – Used to enter client engagement activities, including completed and upcoming events. Entries automatically generate a post in the Chatter feed.
- Overview – Displays a list view of all client engagement activities entered into the tracker.
- Annual Goals – Displays annual client engagement goals, including target numbers for meetings, workshops, presentations, and other activities. Additional details can be found in the Notes section.
Client Engagement Lead
MWI asks that one ombuds from each ombuds team serve as the Client Engagement Lead.
This role helps coordinate client engagement efforts and ensures outreach activities remain a priority throughout the year.
Responsibilities include:
- Scheduling 30–60 minute monthly check-ins with the ombuds team to discuss visitor activity, client engagement efforts, and next steps.
- Documenting discussion outcomes in the Client Engagement Tracker.
- Monitoring client engagement activity and consulting with MWI regarding client-related challenges.
- Meeting periodically with other Ombuds Leads and MWI staff to discuss engagement strategies, ideas, and roadblocks.
- Ensuring the Client Engagement Tracker remains current and accurate.
Client Engagement Guide
This section clarifies the types of client engagement activities. Our goal for ombuds team members is to initiate client engagement and program promotion aspect of ombuds work. The following outreach efforts fall under the umbrella of client engagement:
- Meeting regularly with functional client contacts.
- Holding meet-and-greet sessions with key stakeholders.
- Scheduling and delivering informational presentations.
- Leading Group Work initiatives.
- Drafting written materials.
- Creating compelling visitor stories for websites, marketing materials, or client communications.
- Sharing MWI articles, videos, tip sheets, and other resources that may benefit visitors.
Ombuds Team Meetings
Meet regularly as an ombuds team.
Meet-and-Greet Sessions
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Informational Presentations
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Group Work Initiatives
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Written Materials
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Visitor Stories
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Sharing Resources
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Client Engagement Tracker
All client engagement activities must be entered into the Client Engagement Tracker (CE Tracker).
How to Enter Activities in the Client Engagement Tracker
- Go to your Chatter group in Salesforce.
- Navigate to the Input tab.
- Complete the fields with the details relevant to the activity.
- Click Save.
The activity will appear in Chatter once its status is marked as Complete.
How to Update the Status of a CE Activity
After an activity has been completed, update its status to ensure it appears in dashboards and reporting.
- Go to your Chatter group in Salesforce.
- Navigate to the Overview tab.
- Locate the activity and click the blue text in the Type column.
- Update the Status field to Complete.
- Click Save.
Client Engagement Documents and Templates
MWI prepares resources to support your client engagement work. The following resources are available to support client engagement efforts:
Blogs and Articles
View the current list of blogs and articles targeted for visitors compiled by MWI here in SharePoint. You can access SharePoint when logged into your MWI email account. .
Lunch and Learns
Lunch and Learns can be accessed in SharePoint when logged into your MWI email.
View the current list of MWI's Lunch and Learns here .
Flyers and Posters
Conflict Management Tips
This list of tips is a resource to support CE efforts. They span different communication and conflict topics that might be relevant to your client. Please share tips with clients (functional contacts, communication contacts, etc.) so they can distribute them to potential visitors through whatever medium makes the most sense in their context. Ideally, these would be regular features (monthly, bi-monthly, quarterly) in things like newsletters, blogs, message boards, etc.
Sample Agenda for Client Contact Meetings
A sample agenda is available to help guide meetings with client contacts and ensure key topics are covered during regular check-ins.
Resources for Ombuds Visitors
Simple, straightforward tools, guides, articles, or videos that are easily accessible and that can augment the work of an ombuds in a visitor meeting.