The Organizational Ombudsman as Change Agent

Though the organizational ombudsman's role may sometimes be regardedas only a facilitator of individual problem solving, in fact the ombudspersonis ideally situated within the organization to make recommendationsfor systemic change, based on patterns of complaint brought to the office.Indeed, the ombuds is obligated to take steps to prevent future recurrence ofa problem, as well as to resolve the problem at hand. Furthermore, becauseof the ombuds' broad understanding of the organizational culture, theneeds of its leaders and other stakeholders, the ombuds office - in additionto being a vital component of the organization's conflict managementsystem - may also participate in designing, evaluating and improving theentire dispute resolution system for the organization.