Consider Generic Options When Complainants and Bystanders Are Fearful

Item

Title: en_US Consider Generic Options When Complainants and Bystanders Are Fearful
Creator: Rowe, Mary
Date: 2025-03-10T19:57:37Z
Date Available: 2025-03-10T19:57:37Z
Date Issued: 2023-07-14
uri: https://hdl.handle.net/1721.1/158448
Abstract: en_US Organizational ombuds usually offer a choice of different options to constituents who call the office with a concern. In serious cases, ombuds might offer formal options such as filing a formal grievance. In addition, the ombuds can offer informal options, such as helping a visitor deal directly with their concern or offering to facilitate discussion with those involved. However, aggrieved persons and proactive bystanders often are very fearful about anyone knowing they have complained. In this situation, a “generic” approach—that focuses on an issue without naming anyone—can help to address the issues involved rather than the individuals. This can be done in ways that shield the privacy of the complainant. In addition to helping individuals, generic options serve affinity groups and the organization by supporting needed systemic improvements. This article discusses how organizational ombuds and other complaint handlers can use generic approaches in their work.
Language: en_US en_US
Publisher: en_US Journal of the International Ombudsman Association
Subject: en_US generic options, anonymous complainants, organizational ombuds, systemic change
Type: en_US Article
Identifier: en_US Mary Rowe, “Consider Generic Options When Complainants and Bystanders Are Fearful,” Journal of the International Ombudsman Association Vol. 16, No. 2 (Mary Rowe special issue, 2023-2024).

Item sets: I. The Functions, Standards of Practice, and Professional Values of Organizational Ombuds