The Standards of Practice of the Ombudsman Association

We adhere to The Ombudsman Association Code of Ethics.

We base our practice on confidentiality.

We assert that there is a privilege with respect to communication with the ombudsman and we resist testifying in any formal process inside or outside the organization.

We exercise discretion whether to act upon a concern of an individual contacting the office. An ombudsman may initiate action on a problem he or she perceives directly.

We are designated neutrals and remain independent of ordinary line and staff structures. We serve no additional role (within an organization wehere we serve as ombudsman) which would compromise this neutrality.

We remain an informal and off-the-record resource. Formal investigations--for the purposes of adjudication--should be done by others. In the event that an ombudsman accepts a request to conduct a formal investigation,
a memo should be written to fline noting this action as an exception to the ombudsman role. Such investigations should not be considered privileged.

We foster communication about the philosophy and function of the ombudsman's office with the people we serve.

We provide feedback on trends, issues, policies, and practices without breaching confidentiality of anonymity. We identify new problems and we provide support for responsible systems change.

We keep professionally current and competent by pursuing continuing education and training relevant to the ombudsman profession.

We will endeavor to be worthy of the trust placed in us.