ombuddy training

[TzviyaSiegman]

Raised at TPAC 2018: Ombuddies received little or no training and there is no maintenance training. If ombuds are to provide support and solutions, they must be trained,

@brewerj mentioned an ombuds organization that might offer training and support materials. Please provide information here or to W3M.

[swickr]

See the International Ombudsman Association. IOA has several resources, including the IOA Code of Ethics, the IOA Standards of Practice (both in several languages) and professional development resources.

The MIT Ombuds Office has a list of professional links, though with an academic bias.

[TzviyaSiegman]

@TzviyaSiegman @wareid @RachelComerford to review and assess whether documents are worth passing on to others.

[RachelComerford]

I'll take Standards of Practice and the Best Practices Guide to start.

[TzviyaSiegman]

I am reviewing the MIT list of professional links. Many of these are lists of books and articles to purchase, but some are valuable even just to see what's listed. For example, Columbia University identifies many resources for students and staff within the university, the city, and state, as well as many self-help tools such as a guide to having difficult conversations.

[nigelmegitt]

I'll start looking through some of these, with a particular view to understanding from a Chair's perspective how to maintain a positive work environment, and hopefully avoid needing to use the services of an Ombuddy.

[RachelComerford]

My "Summary"

• Each Ombudsman Office should have an organizational Charter or Terms of Reference, approved by senior management, articulating the principles of the Ombudsman function in that organization
• Before implementing an Ombudsman program, an organization should educate all affected constituencies about the nature and scope of the program
• make certain that the office has a Charter that ensures that the Ombudsman will function according to the Standards of Practices and the core values of independence, impartiality/neutrality, confidentiality, and informality.
• Set a standard for how the ombuddy receives complaints, works to resolve issues, and makes recommendations for the general improvement of the organization
• specify the Ombudsman’s scope of practice, limitations on Ombudsman authority, and qualifications to be an Ombudsman.
• communications with an ombudsman are confidential

Standards of Practice:
1.1 The Ombudsman Office and the Ombudsman are independent from other organizational entities.
1.2 The Ombudsman holds no other position within the organization which might compromise independence.
1.3 The Ombudsman exercises sole discretion over whether or how to act regarding an individual’s concern, a trend or concerns of multiple individuals over time. The Ombudsman may also initiate action on a concern identified through the Ombudsman’s direct observation.
2.1 The Ombudsman is neutral, impartial, and unaligned.
2.2 The Ombudsman strives for impartiality, fairness and objectivity in the treatment of people and the consideration of issues. The Ombudsman advocates for fair and equitably administered processes and does not advocate on behalf of any individual within the organization.
2.3 The Ombudsman is a designated neutral reporting to the highest possible level of the organization and operating independently of ordinary line and staff structures. The Ombudsman should not report to nor be structurally affiliated with any compliance function of the organization.
2.4 The Ombudsman serves in no additional role within the organization which would compromise the Ombudsman’s neutrality. The Ombudsman should not be aligned with any formal or informal associations within the organization in a way that might create actual or perceived conflicts of interest for the Ombudsman. The Ombudsman should have no personal interest or stake in, and incur no gain or loss from, the outcome of an issue.
2.5 The Ombudsman has a responsibility to consider the legitimate concerns and interests of all individuals affected by the matter under consideration.
2.6 The Ombudsman helps develop a range of responsible options to resolve problems and facilitate discussion to identify the best options.
3.1 The Ombudsman holds all communications with those seeking assistance in strict confidence and takes all reasonable steps to safeguard confidentiality, including the following:
The Ombudsman does not reveal, and must not be required to reveal, the identity of any individual contacting the Ombudsman Office, nor does the Ombudsman reveal information provided in confidence that could lead to the identification of any individual contacting the Ombudsman Office, without that individual’s express permission, given in the course of informal discussions with the Ombudsman; the Ombudsman takes specific action related to an individual’s issue only with the individual’s express permission and only to the extent permitted, and even then at the sole discretion of the Ombudsman, unless such action can be taken in a way that safeguards the identity of the individual contacting the Ombudsman Office. The only exception to this privilege of confidentiality is where there appears to be imminent risk of serious harm, and where there is no other reasonable option. Whether this risk exists is a determination to be made by the Ombudsman.
3.2 Communications between the Ombudsman and others (made while the Ombudsman is serving in that capacity) are considered privileged. The privilege belongs to the Ombudsman and the Ombudsman Office, rather than to any party to an issue. Others cannot waive this privilege.
3.3 The Ombudsman does not testify in any formal process inside the organization and resists testifying in any formal process outside of the organization regarding a visitor’s contact with or confidential information communicated to the Ombudsman, even if given permission or requested to do so. The Ombudsman may, however, provide general, non-confidential information about the Ombudsman Office or the Ombudsman profession.
3.4 If the Ombudsman pursues an issue systemically (e.g., provides feedback on trends, issues, policies and practices) the Ombudsman does so in a way that safeguards the identity of individuals.
3.5 The Ombudsman keeps no records containing identifying information on behalf of the organization.
3.6 The Ombudsman maintains information (e.g., notes, phone messages, appointment calendars) in a secure location and manner, protected from inspection by others (including management), and has a consistent and standard practice for the destruction of such information.
3.7 The Ombudsman prepares any data and/or reports in a manner that protects confidentiality.
3.8 Communications made to the Ombudsman are not notice to the organization. The Ombudsman neither acts as agent for, nor accepts notice on behalf of, the organization and shall not serve in a position or role that is designated by the organization as a place to receive notice on behalf of the organization. However, the Ombudsman may refer individuals to the appropriate place where formal notice can be made.
4.1 The Ombudsman functions on an informal basis by such means as: listening, providing and receiving information, identifying and reframing issues, developing a range of responsible options, and – with permission and at Ombudsman discretion – engaging in informal third-party intervention. When possible, the Ombudsman helps people develop new ways to solve problems themselves.
4.2 The Ombudsman as an informal and off-the-record resource pursues resolution of concerns and looks into procedural irregularities and/or broader systemic problems when appropriate.
4.3 The Ombudsman does not make binding decisions, mandate policies, or formally adjudicate issues for the organization.
4.4 The Ombudsman supplements, but does not replace, any formal channels. Use of the Ombudsman Office is voluntary, and is not a required step in any grievance process or organizational policy.
4.5 The Ombudsman does not participate in any formal investigative or adjudicative procedures. Formal investigations should be conducted by others. When a formal investigation is requested, the Ombudsman refers individuals to the appropriate offices or individual
4.6 The Ombudsman identifies trends, issues and concerns about policies and procedures, including potential future issues and concerns, without breaching confidentiality or anonymity, and provides recommendations for responsibly addressing them.
IOA_Best_Practices_Version3_101309_0.pdf
IOA_Standards_of_Practice_Oct09.pdf

[jeffjaffe]

Thanks @RachelComerford I like this list.

I note that when/if we formalize this, we will need to replace all current Ombuddies because they all have conflicts with 1.2.

[TzviyaSiegman]

Proposals for revision to ombuddy process should be submitted to https://github.com/w3c/PWETF/blob/master/PWE.html

[brewerj]

Thanks Ralph and Rachel for pulling in best practices from IOA, and others for reviewing these. While we're talking about Ombuddies training practices, one of the other questions I have been wondering about -- particularly in light of Jeff's comment above about needing to replace current Ombuddies due to conflicts with 1.2 -- is how the selection process for Ombuddies should be conducted. I'm wondering if you came across any relevant selection criteria or qualifications among the IOA materials.

In early PWETF discussions some people had envisioned an ombuds selection process based on a popular vote or nomination process, but we then realized that that could have unintended consequences. Eventually W3C decided to make appointments partly by organizational role; however since then an IOA member alerted me to the likely conflict of interest issue. Did you see anything about selection criteria in the materials? If not, I'd be happy to pass along an inquiry about that.

• Judy

[RachelComerford]

I'll do a second scan of the materials and see if I can find anything - in the meantime, I left that requirement out of the PR and we can consider it for inclusion later if we want to.