This spring, the Harvard Negotiation and Mediation Clinical Program is partnering with the American Red Cross Ombudsman Office to develop a strategic and long-term growth plan. The Red Cross Ombudsman asked HNMCP to research what different stakeholders at the American Red Cross need and expect from the Ombuds’ office, and subsequently how the office can systematically measure whether it is meeting those expectations.
Over the next few months, Harvard law students will survey stakeholder expectations of the Ombuds office and then develop metrics to measure the progress of Ombuds operations. At the conclusion of the project, the Red Cross Ombudsman will receive a report summarizing the research and presenting the proposed metrics, combined with an action plan for improving data-driven self-evaluation within the Office. (HNMCP Current Projects.)