Corporate Ombuds Office

An Ombuds:

• Is a voluntary, informal, and alternative resource that is available to all. 
• Acts independently, impartially, and confidentially.
• Advocates for fair processes, teamwork, collaboration, with the goal of enhancing trust.
• Seeks to empower individuals to address and resolve their issues/concerns.
• Provides a mechanism for early problem resolution.
• Promotes better communication.
• Provides a safe place to share concerns that allows for counseling and one-on- one or group sessions to develop options to be address and/or resolve issues.
• Listens without judgment.
• Helps analyze complex situations and untangle issues.
• Answers questions.
• Helps visitors access Red Cross policies and procedures.
• Helps construct non-adversarial approaches to issues.
• Facilitates the resolution of problems and disputes.
• Refers individuals to appropriate ARC resources.
• Is trained in dispute resolution techniques such as facilitation, conciliation, shuttle diplomacy, coaching, and mediation to help resolve issues.
• Develops and provides individualized training oriented toward empowering visitors to be more successful in achieving desired outcomes.
  

An Ombuds Does Not:

• Have authority to accept or provide notice of an alleged violation.
• Advocate for any individual or group.
• Participate as part of any formal grievance or complaint process.
• Share information with others without an individual's knowledge or permission.
• Conduct formal investigations.
• Testify or serve as a witness with respect to confidential communications.
• Make or change policy or administrative decisions.
• Make binding decisions or determine rights.
• Require anyone to follow Ombuds recommendations.

• The Ombuds Office is an off-the-record, confidential resource for any Red Cross employee or volunteer, donor, or anyone affected by the programs and mission of the American Red Cross.
• Talking to the Ombuds does NOT put the Red Cross on legal notice of anything because the office has been designated by statute, Red Cross by-laws and the Ombuds Office charter as an independent entity within the Red Cross.
• What we talk about, even the fact that you have contacted our office, will remain strictly confidential.
• The exceptions to confidentiality are: (1) where a visitor gives us permission to make a disclosure and the Ombuds determines it is appropriate to do so, and (2) Ombuds determines that a failure to do so could result in imminent risk of serious harm (3) the extent necessary for the Ombuds to defend themselves against a formal complaint of professional misconduct. It is important to note, waiving confidentiality based on these exceptions is at the sole discretion of the Ombuds even if the visitor provides permission.
  
• The American Red Cross affirms the right of individuals to seek assistance from the Ombuds Office without fear of retaliation.

• As designated neutrals, we advocate for fair process, consider the rights and interests of all parties and do not take sides.
• We have no personal stake in the outcome of any situation and do not judge, discipline or reward anyone.
• We work with people to help them clarify issues and identify and assess for themselves various options that may be available for raising, addressing and resolving a concern.

• Use of the Ombuds Office is not a substitute for formal procedures, such as filing an official complaint or requesting an investigation.
• We have no managerial authority and cannot compel action or compliance.
• If a person wishes to place the Red Cross on notice or to request a formal investigation or any other management action, we cannot counsel you on your formal options but can direct you to the resources the American Red Cross provides to initiate a formal process.
  
• We do not participate in any formal complaint or investigation process and do not follow a prescribed or rigid sequence of steps.
• The ombuds office does not conduct formal investigations. A formal investigation is an investigation for cause or fault with written findings and/or documentation.

• To ensure our independence and objectivity, the Ombuds Office is not aligned with any other Red Cross organizational unit.
• We report directly to the President and CEO, and make regular trend reports to the Audit and Risk Management Committee of the Board of Governors.
• We also issue an annual report to Congress.

The Ombuds Office was created to be an alternate channel of communication that people can use on a purely voluntary basis. Should one choose to use our services, these are the principles under which we will operate: the Ombuds Office will not disclose individually identifiable information or keep any permanent records of such information; we will not accept notice of claims against the American Red Cross, nor do we have authority to do so; we will not testify with regard to confidential communications or participate in any formal proceeding; communications with the Ombuds and staff are confidential and privileged; and this privilege is held by the Ombuds Office and cannot be waived by others.

These tenets protect confidentiality and ensure a safe, informal, independent and neutral place for discussing concerns.