In organizations, professions and communities one hears the observation "There's no one to raise a problem or issue with confidentially; everyone has an interest; no one is neutral." A neutral role facilitates, lowers costs and creates opportunities contributing to an effective and healthy working environment.

Creating a credible and effective ombudsman role is a challenge. It is critical to take the steps needed to position this role positively, openly and effectively. Insulating an ombudsman from influences that can undermine her or his credibility in the eyes of interested parties, an organization or a community is essential.

Contracting out is an alternative to an internal appointment. The implications of creating, institutionalizing and conducting such a role need to be identified and addressed, including its potential and actual effectiveness.

Copyright 1999-2007 Frank McLean
page last updated 29 Jan 07