All things considered, 2023 was a fairly uneventful year for the Ombuds profession. Practitioners have settled into the new, post-pandemic normal: handling most of their case work virtually. The lessons and strategies learned during the Black Lives Matter protests were deployed in response to conflicts related to the Israel Gaza war. Ombuds are watching the approach of Generative Artificial Intelligence (large language model chatbots) warily, but so far the impact has been minimal. For those who follow the Ombuds profession closely, there was one surprising and significant story this year: the rise of MWI as a robust provider of outsourced Ombuds services.
For years, many Ombuds and aspiring Ombuds have wondered whether the role could be outsourced effectively. There are plenty of analogs: organizations outsource many specialized services that rely on soft skills: search and talent acquisition; legal services; employee assistance programs; executive coaching; and workplace investigations to name a few. So why not Ombuds?
IOA's Foundations course is now flooded with mediators, coaches, and consultants seeking to add Ombuds to their out-sourced services. Only a few couple of companies (namely tEquitable and Bravely) have been successful. But this year, MWI seems to have broken the mold.
Over the course of 2023, MWI has exploded. MWI has established Ombuds programs for: the American Economic Association; American Planning Association; Bill & Melinda Gates Foundation; Cambridge Innovation Center; Coastal & Estuarine Research Federation; and St. Jude Children's Research Hospital. It continues to provide Ombuds services for several other organizations as well, including: the American Literary Translators Association; Common Cause; Water Environment Federation's Technical Exhibition and Conference; Metropolitan State University of Denver; and Washington University in St. Louis. Notably, MWI insists on agreements with its clients that adopt IOA standards.
Anticipating further growth, including the addition of more big-name clients; MWI has been hiring more panelists. In June, Dana Hinojosa, CO-OP, joined MWI as Director of Strategic Engagement.
All of this has happened under the leadership of MWI's Founder and Executive Director, Chuck Doran. He started MWI in 1994 as a nonprofit to provide ADR services and training in New England, mainly Plymouth and Norfolk. In early years, its focus was mediating landlord-tenant cases. It's reputation for effective mediation and training grew steadily, if not remarkably. In the early 2000's, MWI started offering external Ombuds services. (In 2008, Doran said, “Mediators looking to make a living in this field may be interested to know that today there are more, and usually more long-lasting, job opportunities for ombudsmen than for mediators.”)
Momentum began in 2020 and really took off when MWI became the Ombuds for CVS. Unfortunately, that relationship was short-lived, but a Fortune 5 company endorsement was incredibly valuable as a marketing tool. More high profile clients are expected in 2024.
Related posts:
- The Ombuds Decade in Review;
- 11 Stories that Shaped the Ombuds Profession in the 2010's;
- 2020 Year in Review: Transitions; 2020 Year in Review: Signs of Hope; 2020 Year in Review: Courage and Crises;
- 2021 Year in Review: Transitions; 2021 Year in Review: Responding to Challenges; 2021 Year in Review: Setting the Stage for Positive Change
- 2022 Year in Review: Transitions; 2022 Year in Review: Cheers & Jeers; 2022 Year in Review: The Big Trends;
- 2023 Year in Review: Transitions; 2023 Year in Review: Top Posts, Cheers/Jeers, and Courage.
No comments:
Post a Comment