The Guardian's article stated:
One woman allegedly assaulted while working for the UN says she was told by her agency’s ombudsman that there was nothing more he could do to help her pursue a complaint, because he was being threatened by senior UN staff. Seven other alleged victims who spoke to the Guardian were told by an ombudsman or colleague that they should not try to pursue a complaint.Shortly after that, IOA's twitter account (@IntlOmbudsAssoc) posted the following series of tweets:
1/ Earlier today, @Guardian published an article regarding its investigation “point[ing] to culture of impunity as UN employees allege offences including rape.”
2/ #Sexualassault & #sexualharassment are hidden problems in workplaces the world over. Organizational #ombuds are meant to be a resource to help ppl experiencing these and other problems safely feel the power of options and the power of control as they address their situations.
3/ @Guardian reports, “Seven other alleged victims who spoke to the Guardian were told by an #ombudsman or colleague that they should not try to pursue a complaint.” Ppl often seek advice of colleagues in their workplaces and get recommendations on what to do or not to do.
4/ Ombuds, however, assist in a very different way. A central tenet of organizational #ombuds practice is #neutrality, which dictates that ombuds do not give advice or make recommendations to visitors.
5/ When someone visits an #ombuds seeking advice regarding how to act, that person is asking the ombuds to serve as an ally. In such circumstances, giving advice is never #neutral. Organizational ombuds are neither allies nor advocates.
6/ #Ombuds assist ppl by working w them to identify, construct, and evaluate options - by empowering them to help themselves. By exploring options while not making recommendations, ombuds hold that it’s the visitor’s choice on how to proceed with a complaint/situation, if at all.
7/ In best practice, #ombuds are strictly #confidential. They’ll never reveal the identity of ppl contacting them or any info that could lead to the identification of visitors. (See Standards of Practice for exceptions: http://www.ombudsassociation.org/About-Us/IOA-Standards-of-Practice-IOA-Best-Practices.aspx …)
8/ Ppl can say they visited an #ombuds, but an ombuds will not confirm/deny working with any individual in order to maintain max confidentiality.
9/ @Guardian also writes, “One woman allegedly assaulted while working for the UN says she was told by her agency’s #ombudsman that there was nothing more he could do to help her pursue a complaint, because he was being threatened by senior UN staff.”
10/ As #independent entities within organizations, #ombuds are meant to exercise sole discretion over whether or how to act regarding an individual’s concern or a systemic trend they observe over time.
11/ A hallmark of good and effective #leadership is when an organization supports its #ombuds, protects the ombuds’ independence, neutrality, and confidentiality, and respects the concerns raised by the ombuds.
12/ Wherever there is a breakdown of that support, protection, and respect, it is difficult and near impossible for #ombuds to properly and effectively serve an organization while adhering to the IOA Standards of Practice and Code of Ethics: http://www.ombudsassociation.org/About-Us/IOA-Standards-of-Practice-IOA-Best-Practices.aspx …
13/ In December, @IntlOmbudsAssoc published a video addressing how ombuds are an instrumental, effective resource for helping more people be #silencebreakers about #sexualmisconduct in the workplace: https://youtu.be/g26eDddYLi8 #metoo
14/ Misconduct (of many kinds) remains an unfortunate reality in many organizations. The IOA stresses the value of #ombuds in 1) helping people affected by misconduct safely come forward, understand their options, and maintain control moving any resolution forward...
15/ and 2) alerting #leadership to issues that need to be addressed in order for a healthy, safe, and productive environment to thrive.
16/16 To learn more about organizational #ombuds and how they benefit individuals and institutions, visit http://www.ombudsassociation.org/ .At this time, the Guardian has not responded. (Guardian; IOA Twitter.)
Related posts: Chevron Ombuds Mischaracterized in Press; United Nations Ombuds Office Reports Strong Demand for Services.
This is pleasantly unexpected.
ReplyDelete-Angry Ombuds
Is it really true that Ombuds do not give advice? I think this issue is more nuanced than the IOA tweets #4 and #5 would make it seem.
ReplyDelete1) Where in the IOA SOPs does it say that Ombuds do not give advice, or that giving advice is not neutral?
2) When Ombuds ask questions, focus on particular options, or assist in evaluating options don't they at least implicitly provide advice by doing so?
3) Ombuds have knowledge and insight about how systems work (or don't). Some of this is communicated in sessions with visitors even if only indirectly. Is this not a form of advice giving?
I agree that Ombuds should empower visitors to make choices for themselves, rather than telling them what to do but to say categorically that Ombuds do not give advice strikes me as an overstatement.
These are good points.
DeleteI usually avoid giving a visitor advice about which option to choose, but I will give advice about how to implement that advice. For example, I let my visitor choose whether to raise an issue with HR (versus the respondent directly). I will then tell my visitor how she might be most persuasive on her own behalf.
I'm reminded of an Oscar Wilde quote, "The only thing worse than being talked about is not being talked about at all." While the situation at the UN is most unfortunate, the article in The Guardian offers a pause or reset button for individual programs and the field.
ReplyDeleteRegardless of what did or did not happen with the UN ombuds program, the article raises critical questions for all ombuds to ask. For example:
1) Does your program have a communications crisis plan?
2) Does your organization's external communications team understand the nuances of organizational ombuds programs, and how well do they know your program?
3) Does your organizaiton's internal communications team understand the nuances of organizational ombuds programs, and how well do they know your program?
4) If your program was included in such an article how would your internal communications team support your program in addressing and managing to senior leadership, management and all employees the reputational damage done to the program?
If you have answered, "I don't know" or "NO" to any of these questions, now is an opportune time to be pro-active and get prepared.
The article also presents a valuable opportunity for your program to remind your organization and all who work there what your program's role and responsibilities are.
Andrea Schenck
Pacifica Human Communications, LLC