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Ombuds Team Client Engagement Guide

Our work depends on a wide network of referral partners within the organizations we serve. We build that robust network through client engagement efforts, which then creates a steady and healthy flow of visitors to us in the expected range of about 3% of potential visitors.

Client needs and activity levels will vary based on the client’s size, their desire to engage, etc. However, our goal for ombuds team members is that you play a key role with client engagement and program promotion aspect of ombuds work and will work on (and bill for!) some kind of client engagement activity on a regular basis. This could be sending an email to the client contact or another leader, designing and leading a presentation or workshop, or holding a meet and greet session with a key stakeholder or Employee Resource Group (ERG). Think of all the ways you would engage with a client if you were directing an internal ombuds program, and feel free to coordinate those activities with the other members of your Ombuds Team. If there are questions about who should be doing what or how something should be done, please consult with a member of the ombuds-team@mwi.org.

MWI is here to support you and your Ombuds Teams every step of the way. This guide will help you think about the client engagement strategies you might employ in your context to be most successful in building a broad and deep network of referral partners and champions within the organization(s) you serve.

Client Engagement Lead

MWI asks that one ombuds per ombuds team to serve as a “Client Engagement Lead”. This role does not indicate any kind of hierarchy but rather is a way to streamline client engagement efforts within the ombuds team model. The Client Engagement Lead will be tasked with devoting time to keeping client engagement top of mind and proactively taking steps to ensure that we are serving our clients well in this way.

Responsibilities of the Client Engagement Lead include:

    • Scheduling 30-60 minute monthly check-ins with the ombuds team, leading a discussion around a structured set of questions related to visitor activity/client engagement, and documenting the discussion outcomes in the Client Engagement Tracker
    • Monitoring client engagement activity and checking in with MWI if there are any client-related challenges
    • Meeting periodically with other Ombuds Leads and MWI staff to discuss client engagement strategies, creative ideas, and any roadblocks they are facing
    • Ensuring the Client Engagement Tracker is up to date

What is within the scope of the ombuds/Ombuds Team role?

Meet regularly as an ombuds team.

  • Ideally, up to one hour per month.
  • The Client Engagement lead can coordinate a time that works for them (Zoom, Teams, etc.).
    • Connect relationally
    • Discuss visitor concerns, themes, trends, etc.
    • Review how you’re working as a team – identify what’s working and what you might do differently going forward
    • Strategize on promotion and engagement ideas
    • Coordinate next steps on outreach initiatives, trainings, who will do what, etc.
  • If it would be helpful to have an MWI team member join, we are glad to; just let us know!

Meet regularly with the primary client contact(s).

  • Client contact(s) information can be found in the Client Contact section of your client Admin Matter. Ask a member of the MWI team if you’re unsure how to access this information.
  • If not doing so already, meet with client contact(s) ideally once per month, but it could be more or less.
  • Use this sample agenda as a guide for conversations.
  • If another leader would like to meet regularly (DEI, HR, etc.), please do that and consider if the whole ombuds team should attend or if one ombuds representative would suffice. If you have questions about this, consult Elise.

Hold meet and greets with key stakeholders across the organization.

  • Ideally, at least once per month, but more if possible.
  • Check with the primary contact about how to go about setting these up.
  • Get a list of names from the primary contact or use an org chart (if approved by the primary contact)
    • Department Heads, ERG Leaders, Senior Leadership, HR, ELR, etc.
  • Identify which member of the ombuds team will be reaching out and connecting with which key stakeholder(s) and in the Client Engagement Tracker.

Schedule and give informational presentations.

  • Ideally, one per month for the larger clients.
  • See if these could be incorporated into already existing programs such as orientations, leadership development programs, etc.
  • If a visitor asks you to present to their department, please do!
  • Identify which member of the ombuds team will be reaching out and connecting with which key stakeholder(s).
  • An overview presentation can be found in Folderize in the client Admin Matter (Ask Zoe if you’re unsure how to access this information.)

Schedule and lead brief workshops (1-2 hours).

  • MWI has a list of 1 to 2-hour workshops that we can provide training materials for, but you are also welcome to lead a workshop that is not on the list.
    • If you choose to design a specific workshop, please coordinate with Dana Hinojosa at dhinojosa@mwi.org
  • Check with client contact about the best way to set up these workshops.
    • Could they be incorporated into already existing programming?
    • Could we create a lunch and learn series that they would promote?
  • Monthly 1-2 hour sessions are built into the existing contract, but if someone requests a longer, more tailored training, coordinate with Josh Hoch at jhoch@mwi.org to design a proposal.

Lead GroupWork.

  • Basic GroupWork (e.g. facilitated discussions, meeting facilitation, basic diagnostic feedback, etc.) is included in the contract.
  • We can offer something more extensive, like a climate survey or 360 reviews; however, this would be an additional fee and would have to be contracted separately. Coordinate with Josh Hoch at jhoch@mwi.org should this request/need arise.

Draft written materials.

  • If you learn that the client would like to distribute articles or blogs, MWI has a bank of blogs/articles that you can pull from, edit, and share with the client. We continually add to this blog/article bank, so check back regularly for updates.
  • If the client wants an article on a specific topic that you would like to write about, please coordinate with a member of the ombuds-team@mwi.org.

Join a committee as an ex officio member.

Work with your functional contact to identify and connect you with committees that might be appropriate for you to sit on as a non-voting member. These committees could be related to threat assessment, climate, culture, etc.

Draft compelling visitor stories that could be shared on the website, marketing materials, or with client contacts.

  • If you have any 1-2 paragraph visitor stories that particularly show the value of ombuds work, please share via Chatter so we can potentially use them on the website and other materials.

Send MWI articles, videos, or tip sheets that you think would be particularly valuable for visitors, and that could be added to a visitor resource page.

Update Chatter

Chatter is the centralized group where we can post any client-related updates. There are different tabs which have different functions:

  • Chatter: Here you can post any questions or updates you may have, like you would do with a Facebook group. Your ombuds team members and the MWI team can then like or comment on your post and you should be able to do the same if someone else posts something.
  • Input: This is particularly relevant for you as the client engagement lead. All the client engagement efforts, including previously completed and scheduled activities should be entered here. Once you create an entry, this will automatically create a post in the Chatter tab, that the rest of us can interact with
  • Overview: This will show a list view of all the client activities entered into the tracker.
  • Annual Goals: This section is important as you are thinking about scheduling different client engagement activities. It will show you our goals for this year. The number of meetings, workshops, etc. we are hoping for you to schedule. If you look at the notes section, you can see more specific information.

Things to Update in Chatter:

  • When you receive a training/presentation request
  • Upcoming meetings/presentations
  • What happened at meetings/presentations, who attended, follow-up actions, etc.
  • Client updates

Finally, here is an overview of what the MWI Ombuds Team (Dana, Josh, Liz, Elise, Zoe, Harshit, and Chuck) does and how we engage with you and other members of your Ombuds Teams and clients:

  • Support MWI ombuds panel members to best serve clients and visitors
  • Manage client contracts, charters, and billing
  • Draft and present proposals for additional services (extensive trainings or GroupWork, climate surveys, etc.)
  • Create and maintain MWI ombuds client and team web pages
  • Create materials for workshops, presentations, and program promotion
  • Design physical materials (flyers, swag, etc.)
  • Create and send quarterly and annual Summary of Activity & Trends to primary client contact
  • Create annual Summary of Activity & Trends for visitor population
  • Manage ombuds panel members – contracts, billing, etc.
  • Provide opportunities for ombuds panel members to connect and learn from each other (e.g., Community of Practice)

Please don’t hesitate to reach out to the MWI Ombuds Team with any questions, thoughts, or concerns.

Thank you for your important work and service to your visitors and clients!

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