The Ombuds Blog: Calculating the Return on Investment in an Ombuds

March 06, 2014

Calculating the Return on Investment in an Ombuds

In latest episode of his "Conflict Specialists Show," Dave Hilton interviews John Zinsser, Principal and Co-Founder of Pacifica Human Communications, LLC based in Charleston, SC. In the 40 minute piece, Zinsser talks about:

History and Mission of Pacifica Human Communications;
Improving the Agency for Healthcare Research and Quality Ombuds Program;
Contract Ombudsman vs Standard Organizational Ombudsman;
Creating an Organizational Ombudsman Office;
How Organizations Can Calculate the ROI of an Ombudsman and more.

Hilton's show regularly offers a series of webisodes on dispute resolution, conflict management, mediation, and other related topics, and features interviews with experts and practitioners from around the world. (The interview with Zinsser was number 73!) (Conflict Specialists Show.)

Related posts: Interview with University of North Texas Ombuds; John Zinsser.

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Organizational Ombuds

Organizational Ombuds serve as a confidential, independent, neutral and informal dispute resolution resource for a specific entity. They are accessible to a defined population and can advocate for fairness. These unique characteristics distinguish Organizational Ombuds from Classical Ombuds, mediators, arbitrators, and other alternative dispute resolution professionals. The term "Ombuds" is shorthand for "Ombudsman," "Ombudsperson" and "Ombuds Officer," which also are used widely.

Some other variants include:

Austria -- Ombudsstelle

Brazil -- Ouvidor

Croatia -- pravobranitelji

France -- médiateur/defénseur

Germany -- Ombudspersonen

Italy -- difensore

Netherlands -- ombudspersoon

Norway -- ombudet

Poland -- Rzecznik

Portugal -- provedor

Russia -- омбудсмен

Spain -- ombudsman organizacional

Sweden -- studentombud

Switzerland -- ombudsmann

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March 06, 2014

Calculating the Return on Investment in an Ombuds

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