What is an Ombuds?
Ombuds are trusted navigators who help untangle the often-complicated terrain of decision making for work-related questions, problems, conflicts, or concerns.
The Swedish Parliament created the first Ombuds position in the 1800s as a resource to resolve difficult problems. Modern Ombuds programs have been created throughout the world to help people who want to address concerns about actions or lack of action. Ombuds in the United States can be found in colleges and universities, state and local governments, nursing homes, corporations, agencies of the federal government, etc. Ombuds who serve in colleges and universities are called Organizational Ombuds.
Who can make an appointment with the Ombuds?
Dartmouth staff, faculty, graduate and professional students, and postdocs (‘visitors’) can make an appointment with the Ombuds.
What does an Ombuds do?
An Ombuds will listen and engage without judgement to help identify issues and goals, illuminate a range of available options, and provide support so you can make your own best decisions. With support and guidance from the Ombuds, you drive the direction of the conversation, and the Ombuds helps navigate the terrain.
Depending on the nature of the appointment, Ombuds listen, ask questions, coach, facilitate, educate, connect, refer, raise concerns, help bring issues forward and provide outreach.
The Ombuds practices according to the International Ombudsman Association (IOA) Code of Ethics and Standards of Practice.
Ombuds also host facilitated and group conversations, outreach information sessions and presentations, and provide upward feedback to administration when appropriate, to support positive systemic change.
How confidential is “confidential”?
The Ombuds is firmly committed to maintaining the confidentiality of everyone who requests services and will not disclose your identity or any part of your communication with anyone. Meeting with the Ombuds does not prompt any further action (unless the Ombuds determines that an imminent threat of serious harm exists).
In accordance with the International Ombuds Association, the privilege of confidentiality belongs to the office and not to the users of the office. The Ombuds’ confidentiality cannot be “waived” by users of the office, or by Dartmouth.
Because confidentiality is so important to the office, all communications are made with the understanding that they are off-the-record. Further, it is understood that users of the Ombuds agree that the Ombuds will not be asked to reveal the identity of visitors, any confidential communications, or be asked or required to participate in any formal or legal proceeding. Also, the Ombuds will never record a conversation for any reason. It is understood that users of the Ombuds services also will not record conversations, and it is illegal in NH to do so (New Hampshire is a “two-party” or “all-party” state where it is against the law to record conversations without agreement by every party to the conversation).
If the Ombuds takes notes during conversations, those notes are retained only until the matter is resolved as determined by the Ombuds and then case notes are shredded.
If you have questions or concerns about any of the four Ombuds guiding principles (independence, confidentiality, informality, impartiality) please be sure to raise the issue when you meet with the Ombuds.
What does Ombuds “independence” mean?
Because the Ombuds office is independent in structure and function to the highest degree possible, the Ombuds is not influenced by internal or external forces. You can feel free to express your concerns without fear that something will happen to you or prompt an action because of talking with the Ombuds (unless the Ombuds determines that an imminent threat of serious harm exists).
If you have questions or concerns about any of the four Ombuds guiding principles (independence, confidentiality, informality, impartiality) please be sure to raise the issue when you meet with the Ombuds.
What’s okay to contact the Ombuds about?
Any concern that’s affecting your Dartmouth experience.
Do I need to know what I want before I contact the Ombuds?
Not necessarily. People often make an appointment to increase understanding, gain focus, and get clarity. Sometimes people are clear on their situation and want to talk through options and next steps. As a trusted navigator, the Ombuds focuses on listening, clarity and understanding.
When is a good time to contact the Ombuds?
Anytime is a good time to reach out to the Ombuds—when an initial curiosity arises, at the beginning of a problem, in the middle of navigating a concern or conflict, when all options seem to have been exhausted, or before a decision is made that cannot be changed.
Are there things an Ombuds doesn’t do?
Ombuds don’t share the contents of conversations, identify visitors, or tell others about appointments voluntarily or when asked. The Ombuds doesn’t overrule decisions made by another Dartmouth official, formally investigate complaints, participate in any formal process, or act as an advisor or advocate. The Ombuds also does not receive notice on behalf of Dartmouth (they are “independent” practitioners); in other words, speaking with the Ombuds is not the same as speaking with Dartmouth.
The Ombuds does not provide emergency services. If you are experiencing an emergency, please call 911 or contact Safety and Security at (603) 646-3333
What kind of information does the Ombuds keep?
Ombuds hold all communication with visitors in strict confidence and don’t maintain emails, case files or records with identifiable information. Non-identifiable data such as the number of visitor appointments, and broad topic areas are summarized for reporting purposes and used to identify possible emerging trends at Dartmouth.
The Ombuds practices according to the International Ombudsman Association (IOA) Code of Ethics and Standards of Practice.
Where is the Ombuds located?
The Ombuds office is in a private and discreet location in downtown Hanover and requires an appointment to help ensure confidentiality. The Ombuds is available to meet in their office, other locations on campus, remotely via Zoom, and over the telephone.
Why do people make an appointment?
People make appointments for lots of reasons including to be seen and heard, gain clarity, increase understanding, receive help to resolve problems, move through conflict, share a concern, or navigate a situation. YOU are the focus of the appointment.
Consulting with the Ombuds is always voluntary and anyone using Ombuds services is understood to have agreed to abide by the principles under which the office was created and not record the meeting or call the Ombuds to testify or disclose confidential information in any formal, legal, or other matter.
How do I make an appointment?
Appointments are made via the private Ombuds email (ombuds@dartmouth.edu) or by phone (603-646-8132). Because of the nature of electronic communication, please do not provide information that’s sensitive or confidential in nature in an email or voicemail.
Consulting with the Ombuds is always voluntary and visitors are understood to have agreed to abide by the principles under which the office was created and not record the meeting or call the Ombuds to testify or disclose confidential information in any formal, legal, or other matter.
Who is the current Ombuds?
Tracey Brant, The Dartmouth Ombuds, is a certified Organizational Ombuds Practitioner (CO-OP®), member of the International Ombuds Association (IOA), Professional Certified Coach (PCC) and member of the International Coach Federation (ICF).