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Journal of the International Ombuds Association (JIOA)IOA Journal Volume 16, Issue 2 | Mary Rowe Special Issue (2023-2024)Consider Generic Options When Complainants and Bystanders Are Fearful Abstract: Organizational ombuds usually offer a choice of different options to constituents who call the office with a concern. In serious cases, ombuds might offer formal options such as filing a formal grievance. In addition, the ombuds can offer informal options, such as helping a visitor deal directly with their concern or offering to facilitate discussion with those involved. However, aggrieved persons and proactive bystanders often are very fearful about anyone knowing they have complained. In this situation, a “generic” approach—that focuses on an issue without naming anyone—can help to address the issues involved rather than the individuals. This can be done in ways that shield the privacy of the complainant. In addition to helping individuals, generic options serve affinity groups and the organization by supporting needed systemic improvements. This article discusses how organizational ombuds and other complaint handlers can use generic approaches in their work. Helping Hesitant Bystanders Identify Their Options: A Checklist with Examples and Ideas to Consider Abstract: BELONGING: The Feeling That We “Belong” May Depend in Part on “Affirmations” Mary Rowe Abstract: This essay describes a poignant concern brought to the ombuds office that helped me to understand how micro-affirmations are a major part of the scaffolding of “belonging.” Using Organizational Values and Mission to Guide Strategic Planning Mary Rowe Abstract: As an ISKCON Resolve is part of a global, integrated conflict management system serving congregations in a hundred countries for the International Society for Krishna Consciousness. This global system began in 2002—and is the only one of its kind in a worldwide faith-based organization. ISKCON Resolve is led by two organizational ombuds, Brian Bloch and Bob Cohen. They respond to visitors; train, serve and supervise dozens of mediators; and support the Governing Body Commission of the faith. This essay describes an event at which the two ombuds were supporting their incoming CEO in strategic planning for conflict management.
“Drafting a Letter” for People Dealing with Harassment or Bullying Mary Rowe As an early ombuds, the author discovered that drafting a structured letter about being mistreated often helped constituents—with respect to both process and outcomes. This article describes the origins of “drafting a letter” with its uses, benefits, and sources of power. Drafting such a letter provides a tripartite structure (see the Appendix) for a mistreated person to present evidence—from diaries, calendars, communications, videos, photos, phone records, etc. This structure helps in considering many options for action, for example, just thinking things through, gathering more evidence, informal discussions, mediation, or a formal complaint. Or the writer may send the letter privately to the perceived offender; such letters may work to stop specific misbehavior. If the behavior then does not stop, a safe-guarded copy of the letter can be used as evidence that the writer tried to stop it. And—very importantly—just drafting a letter may help with pain, anger, and grief.
JIOA ArchivesAbout the JIOAThe Journal of the International Ombuds Association (JIOA) is a peer-reviewed online journal for scholarly articles and information relevant to the ombudsman profession. As members of a relatively new profession, we continually strive to understand, define and clarify the role and function of the professional organizational ombudsman. Learn MoreIf you have any questions about the JIOA please contact the co-editors via email at [email protected].
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