Ombuds Dilemma: Should I list my degree? 

I am an attorney who has been working in the ADR field for more than a decade - and as an organizational ombuds for the last several years. In my email signature and on my business cards I use the postnominal, “J.D.” I work in academia where terminal degrees are the “coin of the realm,” however at times my J.D. seems to have created specific expectations on the part of visitors or leaders within my organization. As an ombuds, would it be better to not include this mention of my law degree? I have the same question about other credentials - such as LCSW and coaching certifications.  Are those best left off signatures and business cards as well?

Draw the Line 

Professional credentials are “coin of the realm” in my academic medical institution as well. I have been in my ombuds role for 9 years. I include J.D. in my signature line and on my business cards; it is a credential I worked hard to earn and it gives me credibility in some circles, including with the General Counsel’s office in my institution.  Like the disclosure I provide as a facilitative mediator, I am very direct with ombuds visitors seeking legal counsel that I cannot and will not provide legal advice. I have not encountered any challenges when I draw that line.  I would be interested to know what expectations would be alleviated by not including J.D. in your credentials.  Is it a matter of leaders not understanding the role of an ombuds that could be remedied by further education and outreach? Is it leaders who perceive that your J.D. gives you power that a non-attorney ombuds would not have?  Are leaders expecting you to act as a zealous advocate on their behalf? Something else?  In my institution, I find the benefits of including the credential outweigh the occasional need to articulate specific boundaries.  I am interested to hear what others think.  

Natalie C. Fleury, JD
Ombuds - Medical College of Wisconsin 

Creating a Frictionless Experience 

I know many ombuds with law degrees use language such as “I’m a lawyer by training but my role as an ombuds is different…” as part of their introduction to a visitor. That may alleviate perceptions with actual visitors but not with all who consider contacting you. Employing this effort and curating website and outreach language to address your background could be an effective strategy for an ombuds who feels it is an important part of their identity to display academic credentials. To create a frictionless experience for potential visitors, you could choose to remove the JD postnominal. You could talk about your background when introducing yourself to a visitor and therefore be present when visitors contemplate the significance of your background. Regarding the “coin of the realm” issue, seeking the CO-OP® designation could be a solution. A goal of developing the CO-OP® credential was to communicate a standard of expertise to the public and visitors. I am not a lawyer, but I do not include my degree or any other honorific on my cards or website (other than CO-OP®) for the reasons you’ve stated. Whether to use degrees in one’s signature, business cards, and outreach is the prerogative of the individual ombuds. We are obligated to consider the impact of how we present ourselves to our visitors and the communities we serve – and your question shows you’re doing exactly that! 

Jim Wohl, DVM, MPA
UConn Ombuds Office 

Our Words Matter 

Impressions are important, particularly when it comes to supporting the 4 pillars of practice.  For example, we use the term 'visitor' because our words matter and other terms such as complainant or client, can foster an inaccurate impression of who we are and the work we do.  Similarly, our credentials can create perceptions for the communities and organizations we serve. Some of those thoughts are helpful: that we are educated and skilled, experienced and professional.  Some of those ideas may be inaccurate and unhelpful.  If having a JD on your business card gives folks the idea that the ombuds is a formal office, or dispenses legal advice, it might be best to leave it off.  If a visitor might perceive the ombuds as being biased towards faculty because PhD follows your name, it might be best to leave it off. But if your organization is well-educated about the role of the ombuds, and you are confident that your credentials are not a barrier, then display them proudly. Ombuds come from a variety of disciplines and lived experiences.  Who we are and how we show up is as unique as the individuals and organizations we serve. 

Amy Sereday, MS, CO-OP
College Ombuds - Springfield College 

What do you think about this month's dilemma and/or responses? IOA members please log in to share your thoughts.

Our next dilemma: Does the ombuds provide “emergency” services? 

I’m a new ombuds and surprised by how many visitors call my office in a state of distress, with situations they describe as “an emergency.” I feel an internal pressure in those moments to make space immediately on my calendar – space I really don’t have -- and I sometimes find myself working into the evenings and on weekends to accommodate these emergency demands, in addition to my other responsibilities. I no longer have time for many of the activities I enjoy and that support my health and well-being (like exercising) and these emergency calls outside of business hours are impacting my time with my family. I pursued this role because I find purpose in helping others but I’m starting to wonder where the line is between service and altruistic narcissism – I don’t want to cross it. 

We invite you to respond to this dilemma with your insights, perspective, and guidance. Responses - which must be under 250 words - can be submitted by email to [email protected]. Submissions may be edited for length and clarity. In our next column we will share a sampling of your responses and again provide a space for public comment and discussion.