MWI Organizational Ombuds Panel Manual: Managing Visitors in Salesforce

Each client has a pool of constituents who are eligible to use the ombuds resource.

Before meeting with a visitor, search for their name in the Ombuds Tracker search bar to determine whether a Potential Visitor record exists.

Some clients do not provide constituent data to MWI. In those situations, confirm the visitor's role directly to ensure they are eligible to use the resource.

If you discover after meeting with a visitor that they are not eligible to use the ombuds resource:

• Notify the individual that the ombuds resource is not available to them.
• Provide information about alternative resources whenever possible.
• Close the Matter using the No Info button.
• Record your billable time in the Matter or Visitor record.

If a visitor has not responded after one week without explanation:

1. Send a reminder communication.
2. Wait an additional three days.
3. If there is still no response, notify the visitor that you will close the Matter.
4. Inform them they are welcome to reconnect with the ombuds resource in the future.

Enter as much visitor information as possible into the Contact Information section.

• All identifying information will be redacted once the Matter is closed.
• A last name is required to begin creating a visitor record.
• If a visitor wishes to remain anonymous, enter: Anonymous in the Last Name field.
• Additional information such as email address and phone number may be added later.

Salesforce includes a feature that allows you to pull visitor information from the Potential Visitor database.

1. Open the Matter.
2. Click the dropdown arrow next to the Edit button.
3. Select Find Visitor Information.
4. Search using the visitor's name or email address.

Select the visitor's preferred method of communication.

Contact preference also determines how visitor surveys are delivered after a Matter is closed.

If a visitor contacts you after a previous Matter, mark them as a Return Visitor.

Indicate whether the visitor is returning regarding:

• The same concern discussed previously.
• A completely different concern.

If a visitor submits a webform before meeting with the ombuds, their submission will appear in the Visitor Submission field.

Review this information before your initial meeting whenever possible.

The Ombuds Notes field functions as a personal notepad while you are working with a visitor.

A Person of Concern is an individual whose behavior may have negatively impacted one or more visitors and whose conduct may not otherwise be adequately addressed through existing organizational channels.

Identifying a Person of Concern helps the ombuds team and MWI evaluate whether broader organizational attention may be warranted.

Consider using this field when:

• Visitors are afraid to raise concerns directly.
• Prior interventions have not been effective.
• Formal processes appear ineffective or are perceived as protecting the individual.
• The behavior is sufficiently serious that organizational leaders may need to be informed.

Use this field to record verbal or written feedback shared by visitors regarding their experience with the ombuds resource.

Visitors will also receive a formal feedback survey when their Matter is closed.

Ask visitors how they learned about the ombuds resource.

Record that information in the Referral Details field to help track outreach and engagement efforts.

If demographic information is not available through the Find Visitor Information feature, ask the visitor how they identify in the following areas:

• Race or ethnicity
• Gender
• Generation or age group
• Length of employment at their institution

Explain that demographic information is anonymized and will not be shared with the client in a way that could identify the visitor.