Typically the organizational ombudsman model, like the FEMA ADR Cadre, provides the following services: listening and problem solving, providing information and options, conflict coaching, mediation, facilitation, shuttle diplomacy and assisting clients to find the right office within the Agency that can best deal with their problem. Important characteristics of the model include independence of the neutral (they have no conflicting collateral duties or lines of authority; neutrality and impartiality; confidentiality and informality) and that the office cannot accept notice for the Agency and cannot open or process complaints or testify in formal or legal proceedings. And, in contrast to the classical model of ombudsman, the university model prohibits conducting investigations, issuing reports or findings of fact, or creating formal processes to resolve issues. And, in practice, this model requires a high degree of cooperation and collaboration with other key offices in the organization such as the EEO office, HR and training.
The cadre receives two trainings a year. Past trainings have covered conflict coaching and appreciative inquiry. (Virginia Dispute Resolution Services Newsletter; FEMA ADR Home.)