Office of the Ombudsman FAQ

Q. What is an Ombudsman?
A. The word "Ombuds" (pronounced "ahm – buhds") comes from a Swedish term meaning "a person who has an ear to the people." It is used world-wide to designate independent, impartial and confidential offices that receive inquiries and complaints from designated groups of people and work to achieve fair and equitable solutions.

An Ombudsman provides confidential, off-the-record and impartial guidance to assist in resolving concerns or problems relating to an organization's mission, programs, or workplace. As an independent and neutral resource, the Ombudsman works with people inside and outside of the organization to promote fairness and resolve problems effectively.

An Ombudsman does not conduct formal investigations or accept complaints for the organization. Rather, the Ombudsman encourages people to voice concerns before they turn into crises or degrade the organization's operations and reputation. Informal conflict management approaches are used to assist in the early resolution of concerns.

Q. Who does the Ombudsman Office serve?
A. Our services are available to the entire American Red Cross community, including employees, volunteers, donors, service recipients, suppliers, partners and the general public.

Q. What kinds of problems or concerns can I bring to the Ombudsman's attention?
A. You may contact the Ombudsman Office regarding any concern related to the ability of the American Red Cross to accomplish its mission or programs. These concerns may be individual or systemic and involve: the delivery of business line services (Service to the Armed Forces; Biomedical/Blood Services; Disaster Services; Health and Safety Services; International Services; Chapter Services) or workplace environment and treatment.

Q. How does the Ombudsman Office operate?
A. We will –

• Remain impartial to all parties
• Keep information confidential
• Protect your anonymity
• Recommend solutions to prevent problems from recurring
• Listen to concerns
• Help you identify and evaluate resolution options
• Help you to help yourself
• Identify trends and opportunities to improve the Red Cross

We will not –

• Take sides
• Conduct formal investigations
• Determine policy
• Be a substitute for formal channels
• Accept notice of claims on behalf of the Red Cross
• Make management decisions
• Participate in formal proceedings
• Provide legal advice or determine rights
• Testify or serve as a witness on matters brought to us

Q. How is going to the Ombudsman Office different from going to my boss, Human Resources (HR), the Office of the General Counsel (OGC), or the Investigations, Compliance & Ethics (ICE) unit (through calls to the Concern Connection Line or the Biomedical Regulatory Line)?
A. Management, HR, OGC, and ICE are empowered to conduct formal investigations, make decisions and policy, and receive official notice for the American Red Cross. If you want to make a formal complaint for the American Red Cross to act on, or if you want to formally document your concerns, you must go through one of these formal channels. It is entirely appropriate to utilize these channels to address your concerns.

The Ombudsman Office is a supplement to these formal channels, not a replacement for them. If you want to have a confidential, off-the-record conversation with an independent, neutral party to fully understand your options, we encourage you to contact the Ombudsman Office. We are independent and impartial. No one is required to use the Ombudsman Office, but those who do understand the confidential nature of its activities.

Q. What happens to the information provided to the Ombudsman Office?
A. The Ombudsman Office maintains the confidentiality of individuals and the information it receives. We will not identify you or disclose identifying 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.

Without breaching any individual's confidentiality, the Ombudsman Office will use the information shared with it to help improve the American Red Cross. By tracking and reporting general trends we observe, we can help build a stronger American Red Cross. And we will do so as a completely neutral, confidential, informal and independent resource.

The Ombudsman Office will destroy all information regarding a particular matter when that matter is resolved or within one month of inactivity. The Ombudsman Office does not retain any permanent information that would potentially identify the individuals involved in a matter.

Q. How does the Ombudsman remain neutral?
A. The Ombudsman considers the interests of all parties in a dispute, with the aim of assuring a fair process to resolve the issue. The Ombudsman does not arbitrate or adjudicate and has no decision-making power.

Q. How do I contact the Ombudsman Office?
A. Those who need services can simply call the Ombudsman Office to schedule an appointment. To ensure confidentiality, we request that you not contact us by e-mail or other written forms of communication.

Call (202) 303-5399 or 1-866-667-9331 (toll-free).