Core Values

All members of the Ombudsman Office adhere to the tenets of the International Ombudsman Association and practice in accordance with its Standards of Practice and Code of Ethics, in addition to the Charter for the Ombudsman Office. The Ombudsman Office is committed to providing services in an environment that is:

Confidential
The Ombudsman Office maintains the confidentiality of individuals and the information it receives. We will not identify you or disclose issues and concerns shared with us to anyone unless we request and receive permission during the course of our informal discussions. An exception to confidentiality occurs when we believe that disclosure is necessary to address an imminent risk of serious harm. The American Red Cross affirms the right of individuals to seek assistance from the Ombudsman Office without fear of retaliation.

Neutral
As designated neutrals, we advocate for fair process, consider the rights and interests of all parties and do not take sides. We have no decision-making or policy-making authority and do not judge, discipline or reward anyone. We have no personal stake in the outcome of any situation and work hard to merit the trust others place in us.

Informal
Use of the Ombudsman Office is not a substitute for formal procedures, such as filing an official complaint or requesting an investigation. Any communication with us is off-the-record and does not put the Red Cross on notice of a problem. If you wish to place the Red Cross on notice, we can give you information about how to do so. We follow no prescribed sequence of steps and do not participate in any formal complaint or investigation process.

Independent
To ensure our independence and objectivity, the Ombudsman 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.