The Embedded Ombuds

The Embedded Ombuds

By Bruce MacAllister - who originally shared this article on LinkedIn

It was a pleasure to attend the most recent conference of the International Ombuds Association in Miami, Fl. It is always recharging to share ideas, reconnect with dear colleagues, and to gain a sense of awareness of current issues, challenges, and opportunities.

There were several issues that seemed to be firmly in the zeitgeist in the ombuds world. Among them were the challenges posed by the current U.S. Presidential administration’s war on learning, higher education, and its apparent perception that all universities pose a threat as bastions of liberal elitism. Ombuds working in higher education form a significant proportion of the current membership of the IOA and the cloud of potential repression of free thought and dialogue in the university context hung heavy among many.

Another issue that seems to have come into focus is an issue of how organizational ombuds services are delivered. In fact, an entire plenary session was devoted to an exercise attempting to gage the participants’ attitudes relating to whether services are provided through directly employing the ombuds within the organization, or whether ombuds services were provided though a contract mechanism by someone external to the organization. The terminology used for comparison purposes was an “embedded” ombuds versus a contract ombuds. In the session, I weighed in to explain my view that this approach introduced a false dichotomy that actually distracts from the true issue. The purpose of this post is to expand on this thought.

As a long time ombuds practitioner, I am engaged in frequent chats with other ombuds and a concern that has surfaced in these discussions is whether services provided by an external ombuds contractor can be effective. Based on these chats, it seems that the underlying concern has little to do with whether services are provided through a contract or through direct employment. Rather, the concern is whether an ombuds who is ostensibly providing services while they are remote and removed from the organization can truly provide meaningful services. So, the question is not whether the ombuds is retained via a contract but rather how deeply embedded is the ombuds providing the services.

In my work as an ombuds (now for more than 30 years), I have provided services physically on site “brick and mortar” programs, provided remote support services to programs located in entirely different states, and served via a professional services contract as the ombuds responsible for providing global ombuds support. Based on this range of experience, what I have learned is that, to be effective, an ombuds must always be embedded. As I use the term, embedded does not necessarily mean one has to be directly employed by the organization, nor does it necessarily mean that one has to work on site. What it does mean is that one must be deeply familiar with the organization they serve.

To be deeply familiar with the organization the ombuds serves requires deep knowledge of the organization, its purpose, its culture, and the panoply of other support services available to the constituents the ombuds serves. Embeddedness is part of the spectrum of ombuds competencies, not the mechanism by which the ombuds provides the services. What follows are some examples that I hope illustrate what embedded means in this context.


When I began my first ombuds role, I was selected to provide in-house, brick and mortar ombuds services to a workforce in which I had already been employed for over ten years. I had worked in system wide services as an employee relations specialist, a trainer in employment and environmental law, and a chief of staff in a major information systems function. I had deep knowledge of the organization. I was, in fact, already deeply embedded in the organization. My challenge was not that I did not know the organization, its purposes, culture, and other services. My challenge was learning all the functions and nuances of serving as its first organizational ombuds. That is, becoming competent in other aspects of serving as an organizational ombuds.

Later, I was selected by another large, elite university to come aboard (as an employee and technically a faculty member) to launch its brand new ombuds program. As an experienced ombuds I knew many things. I had learned how to launch and implement programs and knew how to work with visitors. But I was not embedded. I had to learn the physical geography of a large campus, the many other key programs and key personnel, and a whole new roster of sister services, from which I might receive referrals and to which I might make referrals. I had to meet with at least 39 other offices and their program staff. I had to socialize the ombuds concept with them, but as important if not more so, I had to learn about each of these programs. I had to meet the deans, department heads, key personnel and its governing Board of Trustees. I had to learn the hierarchy and the interplay between the various functions, staff, and personalities. To be effective, I had to work tirelessly to learn the new highly complex organization. Looking back, I was not entirely embedded or entirely effective for almost a year!

By contrast, some years later I was recruited to provide additional support for an ombuds program for a large state university because its ombuds program was faced with an overwhelming caseload. In this role, I never set foot on campus. I never met the key players. I was not directly embedded. The only way that I found I could be effective as a remote associate ombuds resource, was to be “embedded by proxy.” What this meant was that I had to work in lock step with the university ombuds who was fully embedded. I had to work with visitors and explain that I would need to explore what the available options and resources were. Granted, I slowly gained direct familiarity with the services and key players, but my role was inherently limited and inherently less efficient and effective as a result.

By sharing these examples, I do not mean to imply that an ombuds must always be physically situated within the organization. For over 13 years I served (remotely through a professional services agreement) as the ombuds for a global organization responsible for monitoring and addressing a wide range of internet abuses and problems. The members of this organization and its key players were scattered around the globe, with key functions in New Zealand, Australia, Europe, and North America. Stakeholders included virtually anyone with internet access. How could an ombuds possibly become effectively embedded? In this role, I found that to be adequately embedded required deep knowledge of the structure and function of the systems. It also required the ombuds to establish close and effective working relationships with other services that supported the overall system, such as Interpol and the FBI, and various internet watchdog groups that monitored the entire system for abuses. A key function of the ombuds was to provide feedback regarding any weak links to the safeguard systems. Over 13 years, as ombuds, I provided quarterly and annual reports that identified issues, themes and areas requiring attention. Ironically, over time with continuous feedback and improvement, the overall system – including the ombuds program – worked so effectively and reliably that the need for an ombuds to serve as a failsafe in the system became unnecessary.

Through this post, I hope I have illustrated my belief that some involved in the current dialogue are misapplying terminology. My experience has demonstrated to me, that the discussion should indeed focus on whether or not an ombuds is effectively embedded. But we need to understand that what the term refers to is not how the ombuds is retained or employed, but instead refers to how effectively the ombuds knows the organization and can effectively engage with its key functions and personnel. One can be a highly effective ombuds and provide services as a contractor if they are indeed embedded. And one who is employed in-house but does not know the organization, its culture, its key support services, and key personalities, can be entirely ineffective.

As I view it, the term embedded, as I use it, should be a factor that all ombuds must appreciate, and one which we should discuss as a professional community. There are indeed programs out there that purport to offer off-the-shelf ombuds services through a remote team of personnel who may know the fundamentals of ombuds practice, but cannot possibly provide effective ombuds services without more – embeddedness.

In Practice - Ombuds Dilemma #7: Breaking Up is Hard to Do

Dear In Practice,

As an ombuds, I am committed to being non-judgmental and accessible. I firmly believe these values are essential to my work. Still, there have been times when I’ve been faced with a situation where I felt continued services were no longer appropriate or productive. 

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New Guidance for Dual Role Ombuds

With thanks to IOA's Advocacy Committee who has been working hard to to develop resources to help ombuds self advocate in their own organizations (what we refer to as small "a" advocacy) the Board of Directors has recently approved Guidance for Dual Role Ombuds.

Guidance for Dual Role Ombuds

Organizations should strive to have a full-time, dedicated ombuds who is trained by the International Ombuds Association (IOA) and adheres to IOA Standards of Practice and Code of Ethics. The IOA Standards of Practice state, "Ombuds are mandated to hold no other positions that could compromise their independence. Any non-ombuds duties must not interfere with their primary role, and clear communication regarding their ombuds functions is paramount." Some organizations choose not to employ full-time, fully embedded ombuds. Alternative models may include part-time ombuds with no competing roles, contract ombuds, and dual role (sometimes referred to as “collateral”) ombuds, who hold additional roles within the organization. The purpose of this document is to provide guidance for those in dual-role ombuds positions.

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Reflections from IOA's 2025 Conference

The IOA annual conference always provides a great opportunity to come together as ombuds to build community, advance our knowledge, and discuss the latest trends or issues we face as a profession. As we look back on the 2025 annual conference in Miami, three conference participants graciously shared reflections on their conference experience. Dawn Miller Sander (DMS), Assistant Ombuds at the American Red Cross; Geoffrey Adelsberg (GA), Associate Ombuds at Virginia Tech; and Natalie Grecu (NG), Faculty Ombuds for Utah Valley University responded to four questions that provided the framework for their reflection. Here are the highlights from their reflections:

Tell me a bit about yourself and your role as an ombuds

DMS: I have been an Ombuds with the American Red Cross for 4.5 years and I collaborate primarily with our external constituents, including blood donors, financial donors, disaster clients and others. In addition to collaborating with visitors I assist the Corporate Ombuds with outreach presentations, training programs and the annual report. Our outreach has created excellent partnerships with HR, Learning and Development, & the Office of General Counsel, while maintaining our independence.

Two of the training topics I have been exploring and creating content for include The Art of Positive Intent and Kindness integrated into Leadership Anchors. The Art of Positive Intent has been very well received at all levels of the workforce and Kindness will be rolled out later in April.

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Warnings about Data Security and Follow Up Surveys

Data security is critical for Organizational Ombuds.   Many offices have developed excellent relationships with your IT departments to ensure data is both secure and independent from other systems. Many of you discourage email contact from visitors to protect their confidentiality and/or use 3rd party scheduling software like Calendly or Doodle.  And many of you have retention policies that help manage confidential information.   

Yet as a field, we also heavily rely on exit surveys as a method to follow up with visitors regarding the impact of the ombuds, and there are offices that can only send those surveys out through mainstream organizational platforms.  Given the number of technology breaches in today’s world, we encourage you to explore other channels to connect with visitors post-meeting, and to audit both your tech systems and digital communications for any new vulnerabilities.    

In 2023, we alerted ombuds to the digital footprint Microsoft Teams leaves and enocuraged ombuds to review Zoom or other virtual platforms for similar footprints.  In 2025, we encourage you to review both your intake and post meeting procedures, including surveys, for any possible digital footprint.    

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Call for Submissions: Special Creative Issue of the Journal of the International Ombuds Association to honor Ombuds Day 2025

In celebration of Ombuds Day 2025, the Journal of the International Ombuds Association (JIOA) invites submissions for a special creative issue titled “Expressions of Ombuds in a Changing World” exploring the art and humanity of ombuds practice. This issue seeks to highlight the nuanced, deeply personal, and often untold dimensions of ombuds work through creative expression.

We welcome contributions in a variety of forms, including but not limited to:

  • Poetry – reflections on neutrality, justice, and the complexities of conflict
  • Short Fiction – narratives capturing the human experience of navigating disputes
  • Personal Essays – stories of resilience, transformation, or the unseen impact of Ombuds work
  • Visual Art – illustrations, photography, or mixed media exploring the Ombuds perspective
  • Other Creative Works – unconventional expressions that illuminate the role and philosophy of Ombuds

Submission Guidelines:

  • Written pieces should not exceed 3,000 words; poetry submissions may include up to five poems.
  • Visual art should be submitted in high-resolution format (JPEG or PNG).
  • All submissions must be original, unpublished works.

Submission Deadline: July 15, 2025

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JIOA - Call for Student Editor

The Journal of the International Ombuds Association (JIOA) is seeking a Student Editor to join its Editorial Board. This is an excellent opportunity for a graduate student interested in ombuds practice, conflict resolution, and academic publishing to engage with emerging scholarship and support the journal’s mission.

This is a volunteer position requiring a commitment of approximately 5-10 hours per month. The Student Editor will work closely with the Editor and Editorial Board to assist with editorial tasks, student outreach, and engagement while gaining valuable experience in scholarly publishing.

Key Responsibilities

  • Editorial Support
    • Assist in copyediting and proofreading articles to ensure clarity, consistency, and adherence to JIOA’s editorial standards.
    • Support efforts to enhance accessibility and readability of published content.
  • Student Engagement & Outreach
    • Develop strategies to increase student awareness of JIOA and encourage student submissions.
    • Conduct outreach to graduate students and academic programs in fields related to ombuds practice, conflict resolution, higher education, law, public administration, and organizational behavior.
    • Identify opportunities for JIOA to engage with student organizations, academic conferences, and research groups.
  • Journal Visibility & Promotion
    • Assist in promoting new issues and articles through social media, academic networks, and student-oriented platforms.
    • Work with the Editorial Board to explore initiatives that encourage early-career scholars and students to contribute to JIOA.
    • Help develop informational materials (e.g., blog posts, social media content, flyers) to increase the journal’s reach.

Qualifications

  • Current graduate student (Master’s or Ph.D/JD) in a field related to ombuds practice, conflict resolution, law, higher education, public administration, or organizational studies.
  • Strong writing and communication skills.
  • Interest in scholarly publishing and academic research, in particular in the field of organizational ombuds.
  • Ability to engage with students and faculty in academic programs relevant to ombuds practice.
  • Experience with student outreach, social media, or academic engagement is a plus but not required.


Benefits

  • Gain hands-on experience in academic publishing and journal operations.
  • Contribute to advancing ombuds scholarship and engaging students in the field.
  • Connect with ombuds professionals and scholars worldwide.
  • Enhance academic credentials and develop outreach and editorial skills.


Application Process

Interested candidates should submit the following:

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JIOA Launches Writing Club for Ombuds Practitioners and Aspiring Writers

The Journal of the International Ombuds Association (JIOA) is excited to announce the launch of its inaugural Ombuds Conflict to Composition Writing Club, set to begin in April 2025. This innovative program is designed to support ombuds practitioners and aspiring writers in transforming their experiences and insights into impactful publications.

The Ombuds Writing Club will provide participants with a collaborative and supportive virtual environment where they can sharpen their writing skills, receive feedback on drafts, and learn how to navigate the publishing process. Whether you are an ombuds professional eager to share your knowledge or a new writer seeking guidance, this program is tailored to help participants succeed.

Program Highlights

  • Bi-Monthly Virtual Meetings: Interactive sessions featuring writing workshops, peer feedback, and guest speakers.
  • Asynchronous Support: Access to online resources and ongoing discussions through a dedicated communication platform.
  • Expert-Led Workshops: Guidance on topics like turning practice into publishable content, responding to reviewer feedback, and writing for diverse audiences.
  • Peer Accountability Groups: Small groups to support goal-setting, draft development, and consistent progress.
  • Celebrating Success: Opportunities to showcase published works and milestones.

Who Should Join?

The Ombuds Writing Club is open to ombuds practitioners, researchers, and professionals in related fields who want to:

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March 5, 2025 Certification Update

New Program: 

The Board of Certification approved a new individual certification model for organizational ombuds.  The following are requirements under the new certification program: 

Experience

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In Practice - Ombuds Dilemmas: What Does the Survey Say?

Dear In Practice,

I know that customer surveys are considered a best practice in most service sectors. Almost every interaction I have with a service professional (or even a website chatbot) will be followed by a survey about my satisfaction with the provider or my experience. Personally, I find these surveys annoying and seldom respond.

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Updates from the AI Working Group

It’s been a busy first year for the Artificial Intelligence (AI) Working Group of IOA’s Research & Assessment Committee- and we are excited to announce plans for 2025, to engage further with the IOA community.

During 2024, AI Working Group members have included: Julie Muroff (Chair), Brian Green, Dennis G. Jones, Steen Erik Larsen, Lisa PytlikZillig, and Mary Rowe. The initial charge to the group by IOA’s Board of Directors was: “to take the lead on helping members understand how they can effectively use artificial intelligence (AI), including considerations/pitfalls to pay attention to when using AI.” We translated that charge as starting the dialogue and process of collecting information about the IOA community’s interests, concerns, and needs in this dynamic area. More specifically, we explored the potential for AI to complement or supplement ombuds work in ways that (i.) support, not supplant, the role of human organizational ombuds; and that (ii.) mitigate risks to compliance with IOA’s Standards of Practice and Ethics. Notably, our members were not expected to be subject matter experts, or to take positions, or even to make recommendations at this early stage. Indeed, because AI is such a complex and rapidly evolving topic that can impact laws, policies, rules, and practices specific to the particular practice setting of each ombuds, our group has emphasized the need for each ombuds to consult with the relevant contacts in their own organization, and to consider IOA’s Standards of Practice and Ethics, to chart a path that is right for each ombuds, individually.

The initial charge to the group by IOA’s Board of Directors was: “to take the lead on helping members understand how they can effectively use artificial intelligence (AI), including considerations/pitfalls to pay attention to when using AI.”

Consistent with IOA’s charge above, some examples of our 2024 accomplishments include:

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Resources for Members and Why Explaining Your Value Is More Important Than Ever

31 January 2025

We know that so many in our US Government and US Higher Ed communities are being upended by uncertainty and the impact of new policies.  We also know you  may need to justify your roles and offices now more than ever.  To help support you, we wanted to share some resources, including some talking points that may be useful: 

  1. First and foremost, please know we are here for you.  Please reach out to IOA (President Sarah Klaper, members of the Board, Executive Director Ellen Miller) or your ombuddies if you need support, a sound board or just a friend.   If there is something you need, please do not hesitate to let us know

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Guidance For Higher Ed Ombuds re: Title IX

Earlier this month, U.S. District Court in Kentucky vacated the U.S. Department of Education’s Title IX regulations published in August 2024.  This means the 2020 regulations are back in force (or remain in force for those institutions who didn’t make the change).  

The 2020 revised regulations limited the ways in which an institution “knows or reasonably should know” of incidents of sexual harassment to give notice to the Title IX coordinator or an “official with authority to institute corrective measures.”    

What does that mean for Ombuds?   

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Ombuds Research Study

The University of Maryland is conducting a study about ombuds’ perceptions of their work, and how ombuds care for themselves when engaged in challenging cases. Knowledge gained from this study can be used to inform the education and training of ombuds, and the development of interventions to support ombuds in their work.

The first 25 ombuds who complete the survey will receive a $25 Amazon gift card. The study has been approved by the University of Maryland IRB: 2259543-1.

Participate in the survey: https://go.umd.edu/UMDOmbudsStudy

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Volunteers Needed to Help with a Community Created Coursera Course about Ombuds

Are you interested in helping to create Coursera course about the ombuds* profession, created in partnership with the University of Colorado Boulder. Produced by Liz Hill and Ken Skodacek, this free, on-demand course aims to promote global awareness and deepen understanding of the diverse roles ombuds play.

What’s in the Course?

Module 1: Introduction, history, and foundational elements.
Module 2: Public sector ombuds programs (e.g., classical, primarily external facing).
Module 3: Organizational ombuds (e.g., primarily internal facing, embedded or externally positioned/outsourced),
Module 4: Advocate ombuds, such as long-term care ombudsmen.
Module 5: Ombuds programs outside the U.S.
Module 6: Skills, careers, resources, and next steps.




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January Updates

Dear Community, 
We hope you are easing into the new year and enjoyed some time to rest and restore. We have a few updates to share related to the Miami conference, plans for 2026, plans for 2027, and certification.  

1. Educational Events 2025, 2026, 2027
2025 conference 
Government Rate Rooms:  We understand additional government rates rooms are needed for the April 7-9 conference in Miami.  Typically hotels control how many government rooms they will allow in event contracts, so we are at their mercy to add more.  In the interim, we suggest you register at the regular IOA rate to secure a room.  Alternatively, government rates at other Miami hotels can be accessed here or a similar search.    
2026 and 2027 conferences
We understand some members plan to attend conference 2026 in lieu of Miami, so we wanted to give you an idea of what is planned for ‘26 and ‘27. 
We find ourselves trying to balance a myriad of issues:  the climate in many offices is changing, many members are experiencing decreased travel/professional development budgets, and the cost of live, in-person conferences continues to go up.  In addition, we are mindful that only a percentage of our community (in the US and internationally) can travel to in-person events. The Board takes these issues seriously and has been discussing how best to balance all these interests.   
We have concluded that the best way to address these interests is to intentionally plan for virtual annual conferences every few years
That doesn’t mean there will not be opportunities to get together in-person each year.  You may recall the Board’s Education Strategy that was adopted in 2023 added a signature event:  The September Symposium.  With this addition, we have created one live and one virtual event each year.   For the past 2 years, the September Symposium was a virtual event.  That is also the plan for 2025.  
For 2026, we are planning for a virtual Annual Conference and an in-person September SymposiumFor 2027, the Annual Conference will be in-person in Vancouver, British Columbia, Canada, and the September Symposium will be a virtual event.  
For those looking to pick up again in person in 2026, we hope to see you at the September Symposium at a location TBD.  For those worried about travel in 2025 and 2026, we hope this provides some relief.  For those who are not able to attend in-person conferences each year, we hope you feel seen by these plans.   
We learned a lot in those pandemic years, and have learned a great deal hosting the September Symposium virtually for the past few years.  We do not doubt that the virtual experience, albeit different, will be great! 

2. Certification Update
As promised in the December update, we are committed to updating the community as changes are made to Individual Certification and we roll out new Program Certification.   We were energized by the positive response from our December message; it confirms we are on the right track.   
The Board of Certification voted in January to stop awarding Candidate for CO-OP designation.  The primary reason this designation was created was to address the needs of those who were not able to demonstrate organizational compliance to the Standards of Practice.  Given upcoming changes to Individual Certification, there is no longer a need for this designation as certification will be based on individual knowledge and skills.   There are very few ombuds who hold that designation and they will be notified of next steps once the Board has determined the best pathway.   
If you have any questions about any of these issues, please feel free to reach out to Sarah Klaper, IOA President, Ellen Miller, Executive Director or Mollie Berg, President of the Board of Certification.   

JIOA Submission Request Reminder - Power, Politics, and Polarization

JIOA – Special Issue Announcement

Topic: Power, Politics, and Polarization

Submission Deadline: May 1st, 2025

Organizational Ombuds, with their emphasis on conflict resolution, ethics, and systems, play a pivotal role in addressing challenges arising from power dynamics, political tensions, and societal polarization. In an era marked by the proliferation of misinformation, the erosion of trust in institutions, and the amplification of diverse voices, the ombuds profession stands at the forefront of navigating complex ethical and social issues.

This special issue aims to explore the multifaceted relationship between the ombuds field and the broader landscape of power, politics, and polarization. We invite submissions that critically examine topics such as:

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In Practice - Ombuds Dilemmas: Should I be a Brand Ambassador?

Ombuds Dilemma: Should I be a Brand Ambassador?

Dear In Practice,

In a recent virtual visitor meeting, I looked at my reflection and realized I was not only wearing a shirt embroidered with my organization’s logo but also drinking from one of our organization’s mugs. Thank goodness I had temporarily deactivated the virtual background that prominently features our organization’s logo and which all employees are now strongly encouraged to use.

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Supporting Our Colleagues

As we begin 2025, many of our ombuddies are faced with extremes related to weather and other world events. While much of the US has been impacted by severe cold, snow and ice this week, our colleagues in Los Angeles County are facing tremendous uncertainty related to devastating wildfires.  Their homes and the homes of their friends, family, colleagues and stakeholders have been impacted. If anyone would like more information on how to support, please reach out to our friends at Cal Caucus and particularly Serena Young at [email protected] for more details.  What makes our community special is our connections and support of each other.  Please keep these ombuddies in your thoughts and prayers. 

Starting February 6, we will hold space for a quarterly community wellness check-in on the first Thursday of the 2nd month of the quarter at 8 am Pacific:  6 February, 1 May, 7 August, and 6 November. To join us, please use this link to access the space.   

If there is anything IOA can do to support you, as always - please reach out and let us know. 

 

In Practice: Call for Dilemmas

We hope you have enjoyed the In Practice columns featured in the Independent Voice. If you have not had a chance to read through them all, we invite you to take the time and review the columns posted below. We also encourage further dialogue around these dilemmas and invite your thoughts and insights within the comment section of each posting.


What’s Your Dilemma?

We recognize that you may have experienced dilemmas in your practice that would be helpful to discuss with your colleagues. In Practice readers are invited to submit their own practice-related dilemmas for possible future publication. Dilemma narratives of under 200 words can be submitted by email to: [email protected]. Please note that dilemma submissions may be edited for length and clarity and are published without attribution. Editors will select dilemmas for publication based on a variety of factors, including relevance across sectors, focus on practice, and the likelihood that the dilemma will engage readers in novel or nuanced analysis of ombuds practice.

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