Ombudservice
Mission Statement
“The mission of the District 11 Ombudsman is to ensure that all members of the School District 11 community receive fair and equitable treatment in all matters of concern or complaint.”
What is the District Ombudsman?
The District Ombudsman serves as an independent, confidential resource to assist in resolving problems, complaints, conflicts, and other school related issues when normal procedures have failed.
What will the District Ombudsman do?
- Serve as a resource to complainants by providing an alternative to the formal complaint process
- Assist complainants in clarifying their issues and generating options for resolution
- Serve as a resource to central administrators b providing the tools for effective problem resolution
- Make recommendations
- Hear anonymous requests for information and provide referrals
- Conduct informal interventions and mediations
What will the District Ombudsman NOT do?
- Address employee grievances
- Participate in litigation
- Compel any decision or the implementation of recommendations made because of an informal investigation
- Breach confidentiality
Confidentiality
All students, staff members, parents, and others who may be experiencing difficulties of any nature may contact the Ombudsman.
The Ombudsman will not reveal confidences and the identities of those who consult with this office with express permission to do so.
The Ombudsman does not keep written records.
All communications with the Ombudsman are privileged, and others cannot waive this privilege. The only exceptions to this policy are circumstances where the Ombudsman reasonably believes there is imminent threat of serious harm.
Recordings of any kind are strictly forbidden in the Ombuds Office.
Informality
Use of the Ombuds Office is voluntary.
The Ombuds Office keeps no records and has no institutional authority to make decisions.
Speaking to the Ombudsman about a concern does not constitute legal notice to the institution that a problem exists. Any individual who wishes to create a record or put the institution on notice may contact any District administrator or use formal District grievance procedures.
The Ombudsman can provide referral and/or contact information for administrative or formal grievance options.
The Ombudsman cannot assist in any formal grievance processes or any type of sanctions.
The Ombudsman will not participate as a witness, nor do they consent to be subpoenaed in any type of legal proceeding.
Assistance Consultation
The Ombudsman can hear individual complaints, help sort out concerns and problems, and identify options and explore strategies for resolving those concerns, advise on procedures, review letters, and rehearse approaches.
Intervention
A trained and experienced mediator, the Ombudsman can provide structured mediation or less structured third-party assistance to help disputing parties resolve their differences in mutually satisfactory agreement.
The Ombudsman can also facilitate meetings, making it easier for meeting participants to focus on the substance and content of their meeting while the Ombudsman runs the meeting.
Recommendations
The Ombudsman can track patterns of complaints about policies and procedures and may recommend changes to policies and/or procedures.
Presentations and Training
The Ombudsman welcomes any opportunity to speak with individuals or groups about the Ombuds Office and its services. The Ombudsman can also provide workshop on communication, conflict prevention, and conflict resolution skills upon request.
Copyright permission granted, University of Denver, 2010
Frequently Asked Questions
What are the unique features of the Ombuds Office?
Confidentiality. Informality. Neutrality. Impartiality. Independence.
Confidentiality means the Ombudsman will not identify the identity of anyone contacting the office, except where the law requires or where consent is given.
Informality means the Ombudsman and the Ombuds Office operates outside the formal grievance or appeal process. The ombudsman does not maintain formal records.
Neutrality means the Ombudsman does not take sides when hearing a problem or concern. The Ombudsman is not a decision maker and will not adjudicate, testify, or participate in any formal process.
Impartiality means the Ombudsman treats all parties fairly and without discrimination based strictly on rules, policies, and/or procedures.
Independence means the Ombudsman and the Ombuds Office is a separate and distinct department from the District.
When should I contact the Ombuds Office?
When you have a problem and you don’t know where to go or when you know where to take your problem but are having difficulty getting there. Some examples of the type of concerns received by the Ombuds Office include, but are not limited to:
- Interpersonal conflicts
- Working conditions
- Clarification of or concerns about proper implementation of policies or procedures
- Conflict resolution training
If you are not sure whether the Ombudsman can be of assistance, do not hesitate to ask. Even if the Ombudsman is unable to assist you directly, the Ombudsman will be able to refer you to the appropriate policy, procedure, or person.
Who is the Ombudsman?
Natasha Bullard Ka’onohi, B.S.W., J.D., LL.M.
District 11 Director of Equal Opportunity Programs & Ombudservice
Phone: 719-520-2288
Email: natasha.kaonohi@d11.org
How can I learn more about Organizational Ombudservice?
Professional organizational ombuds associations are the best way to learn about this evolving field.
- United States Ombudsman Association: www.usombudsman.org
- International Ombudsman Association: www.ombudsassociation.org