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NEUTRAL â€” CONFIDENTIAL â€” INFORMAL â€” INDEPENDENT

What is the mission of the Office of the Ombuds?

The mission of the Office of the Ombuds is to provide assistance to employees in the management and resolution of conflicts, problems, and challenges related to the workplace in a safe and confidential setting.

Four pillars support the Ombuds' work - Confidentiality, Neutrality, Independence and Informality. This office is an advocate for important institutional values and principles (justice, civility, respect, integrity) and for fair processes. The Office of the Ombuds is guided by specific Terms of Reference and ¹ú²úÂ鶹¾«Æ·'s Staff Rules and Regulations.

Who does the Ombuds report to?

The Ombudsman is appointed by the Director, upon recommendation of the senior staff selection committee, which includes participation of the Staff Association. The Office of the Ombudsman is functionally independent of any other part of the Organization and reports to the Deputy Director for administrative purposes only.

What is the level of authority of the Ombuds?

The Ombuds has direct access to the Director as well as all records concerning personnel (except medical).

The Ombuds acts in an informal manner (off the record) in order to resolve issues. The Ombuds does not dictate rules or make decisions on behalf of the Organization and does not participate in formal processes.

Neutrality is a cornerstone of the Office; by listening carefully and acting as a sounding board, the Ombuds helps identify issues and explore options, facilitates discussions, develops strategies and mediates when possible. The Office of the Ombuds may refer visitors to other resources inside or outside ¹ú²úÂ鶹¾«Æ·, such as a lawyer or counselor, the Ethics Office, Staff Association, Human Resources, Staff Assistance Service, Grievance Panel or Board of Appeal.

Through publication of an annual report and other opportunities, the Ombuds identifies recurring issues, reports on trends and patterns observed over time, and makes recommendations that may lead to changes in policies, rules, regulations and practices.

What is the level of confidentiality of the Office of the Ombuds?

Confidentiality is guaranteed to all visitors to the Office of the Ombuds. The single exception is when there is "imminent risk of serious harm." The Ombuds will not share any information or otherwise identify a visitor without that person's knowledge and permission. The Office keeps no records on behalf of the Organization.

Who can use the services of the Office of the Ombuds?

Anyone who works for ¹ú²úÂ鶹¾«Æ· at a ¹ú²úÂ鶹¾«Æ· workplace, regardless of the type or duration of appointment, is entitled to the assistance of the Ombuds at any time. Contacting the Office of the Ombuds is entirely voluntary.

When should you contact the Office of the Ombuds?

As soon as possible whenever you need help with an issue or concern at work, such as:

• If you have a problem at work, are not sure where to turn, and wish to discuss the matter in an informal atmosphere with the assurance of confidentiality.
• If you need information about a rule, regulation or policy at ¹ú²úÂ鶹¾«Æ·; feel that you have been treated unfairly; or that a rule, regulation or policy is being inconsistently or incorrectly applied.
• If you are having a difficult time with a colleague or supervisor.
• If you are not sure where to go or whom to approach but would like to talk to someone.

How can the Ombuds be contacted?

• By e-mail at navarrofer@paho.org