MWI Organizational Ombuds Panel Manual: Client Engagement

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 once a task has been completed.

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.

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.

The Client Engagement Guide clarifies each ombuds team member's role in client engagement activities.

The following outreach efforts fall under the umbrella of client engagement:

• Meeting regularly with primary 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.

All client engagement activities must be entered into the Client Engagement Tracker (CE Tracker).

The following resources are available to support client engagement efforts:

• Articles
• Lunch and Learns can be accessed in Sharepoint.
• Flyers and Posters
• Conflict Management Tips