Profession ombudsman

Ombudsmen resolve disputes between two parties where there is a power imbalance, as an impartial mediator. They interview the parties involved and investigate the case in order to come to a resolution beneficial to both parties. They advise on conflict resolution and offer support to clients. The claims are mostly against public institutions and authorities.

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Personality Type

  • Social / Enterprising

Knowledge

  • Employment law

    The law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.

Skills

  • Show empathy

    Show empathy in order to prevent any kind of symbolic violence and isolation and to guarantee a considerate attention to everyone. It should include a capacity to understand various verbal and non-verbal communication of sentiment and feeling.

  • Facilitate official agreement

    Facilitate an official agreement between two disputing parties, ensuring that both parties agree on the resolution which has been decided on, as well as writing the necessary documents and ensuring both parties sign it.

  • Handle conflicts

    Mediate in conflicts and tense situations by acting between parties, such as service users, important others like families, and institutions, striving to effect an agreement, reconciliate, and resolve problems.

  • Show impartiality

    Perform duties for disputing parties or clients based on objective criteria and methods, disregarding prejudice or bias, to make or facilitate objective decisions and outcomes.

  • Observe confidentiality

    Observe the set of rules establishing the nondisclosure of information except to another authorised person.

  • Manage contract disputes

    Monitor issues that arise between the parties involved in a contract and provide solutions in order to avoid lawsuits.

  • Apply knowledge of human behaviour

    Practice principles related to group behaviour, trends in society, and influence of societal dynamics.

  • Respond to enquiries

    Respond to enquiries and requests for information from other organisations and members of the public.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Show intercultural awareness

    Show sensibility towards cultural differences by taking actions which facilitate positive interaction between international organisations, between groups or individuals of different cultures, and to promote integration in a community.

  • Apply conflict management

    Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy.

Optional knowledge and skills

moderate in negotiations promote social awareness comply with legal regulations advise on risk management identify policy breach interview people advise on conflict management health, safety and hygiene legislation communicate health and safety measures scientific research methodology protect employee rights educate employees on occupational hazards address problems critically

Common job titles

  • District long term care ombudsman
  • Program associate
  • Administrative specialist
  • Long-term care staff ombudsman
  • Assistant ombuds and director of conflict resolution services
  • Social service worker i (aging & adult services)
  • Work and family life specialist-ferp/transitions
  • Director for veterans services
  • Diversity and inclusion specialist
  • Director of patient and guest relations full time days