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MWI Organizational Ombuds Panel Manual: Managing Visitors in Salesforce

Visitor Eligibility


Each client has a pool of constituents who are eligible to use the ombuds resource. To determine whether someone is eligible, search their name using the search bar at the top of the Ombuds Tracker and review whether a Potential Visitor record appears.

If the client has not provided constituent data to MWI, a Potential Visitor record may not exist. In these situations, confirm the visitor's role within the organization before meeting with them to ensure they are part of the eligible visitor pool.

Ineligible Visitors

Occasionally, you may learn after meeting with a visitor that they are not eligible to use the ombuds resource.

If this occurs:

  • Inform the individual that the ombuds resource is not available to them.
  • Provide information about alternative resources when appropriate.
  • Close the Matter using the No Info button.
  • Bill for any time spent working on the Matter or Visitor record.

Visitors do not receive a survey when a Matter is closed using the No Info button.

Unresponsive Visitors

If a visitor stops responding without explanation, follow the process below:

  1. Wait one week after your last communication.
  2. Send a reminder message to the visitor.
  3. If you do not receive a response after three additional days, notify the visitor that you will close the Matter.
  4. Let the visitor know they are welcome to contact you again in the future.
Contact Information

Enter as much information as possible about the visitor.

  • All contact information is redacted when the Matter is closed.
  • A last name is required to create a visitor record.
  • Additional information may be added later.
  • Visitor information can be imported from the Potential Visitor database.
  • If a visitor wishes to remain anonymous, enter Anonymous in the Last Name field.
    • Finding Visitor Information
    1. Open the Matter.
    2. Click the dropdown arrow next to Edit.
    3. Select Find Visitor Information.
    4. Search using the visitor's name or email address.
    5. Import the available information.

    Select the visitor's preferred contact method. If the visitor does not express a preference, select Email.

Return Visitors

If you have worked with the visitor previously, mark them as a Return Visitor.

Indicate whether they are returning regarding:

  • The same concern previously discussed.
  • A different concern.
Visitor Submission

If a visitor contacts the ombuds resource through the webform, their submission will automatically appear in the Visitor Submission field.

Ombuds Notes

Use the Ombuds Notes field as a working notepad while supporting a visitor. Notes entered in this field are redacted when the Matter is closed.

Person of Concern

A Person of Concern is an individual whose behavior has negatively affected one or more visitors and may not otherwise be known to, or adequately addressed by, the organization.

Completing this field allows the ombuds team and MWI to consider whether the information should be raised through appropriate channels while maintaining ombuds standards of practice.

When to Use the Person of Concern Field
  • Visitors fear raising concerns directly.
  • Previous informal or formal interventions have been unsuccessful.
  • Formal processes appear ineffective or unresponsive.
  • The behavior is particularly serious or egregious.
  • A broader organizational pattern may exist.
Visitor Feedback

Record any verbal or written feedback the visitor shares about their experience working with the ombuds. Visitors will also receive a survey after the Matter is closed.

Referral Details

Ask visitors how they learned about the ombuds resource and record that information in the Referral Details field.

Demographics

If demographic information is not available through the Find Visitor Information feature, ask the visitor how they identify.

Information collected may include:

  • Race
  • Gender
  • Generation
  • Years worked at the institution

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

These questions are often best asked toward the end of a session after trust has been established.