| Providing information |
An Ombudsman can assist with collecting all information needed to obtain clarification about an issue; therefore, she/he helps you to conduct a well elaborated next action or decision. Moreover, she/he advises about the formal justice system and other regular channels. |
| Access policies and procedures |
She/he provides information to questions regarding policies and procedures. |
| Identifying and evaluation of options |
The Ombudsman helps to clarify and analyze interests, goals and options. She/he can assist to weigh options and to discuss further steps of the visitor. |
| Reference to appropriate focal point |
The Staff Association, Staff Counselor’s Office, the Ethics Office or the Office of Staff Legal Assistance could be other resources open to assist you with your requests. |
| Facilitation of discussions and negotiations |
The Ombudsman can facilitate the solution of problems and disputes by applying her/his skills, knowledge and experiences from the field of ‘alternative conflict resolution’, such as active listening, shuttle diplomacy, mediation or conciliation. Both parties need to agree on this informal procedure. |
| Mediation |
The parties to a conflict need to agree voluntarily to participate in this informal and confidential process. The neutral mediator assists in developing flexible and creative options and agreeable solutions to a workplace issue or concern. However, the parties to the conflict always remain in control of the content and the pace, as well as the ending of the process. |
| Coaching |
The Ombudsman takes the visitor’s goals and needs into account in order to assure an individual coaching. Empowering competencies and abilities of a visitor can foster her/his future behavior at the workplace and supports the resolution, prevention and minimization of disputes and concerns. |
| Relationship building |
An Ombudsman can assist to strengthen or rebuild working relationships, which increases trust at the work place. |
| Possible active involvement |
If clearly requested by the visitor, an Ombudsman can become active and approach individuals within the organization in order to resolve a workplace problem or concern confidentially. A fair and respectful treatment is determinant to this involvement. |
