According to the American Bar Association (ABA) 2004 Resolution, which sets standards for ombuds programs (types of ombudsman), ombudsman is defined as "an independent, impartial, and confidential complaint handler [who] serves as an alternative means of dispute resolution – a means by which issues may be raised, considered, and resolved."
What is an Ombudsman?
An Ombudsman helps to resolve disputes independently, impartially, and confidentially. It is the Ombudsman’s job to aid in the resolution of problems or complaints. An Ombudsman has broad powers to look into a situation and to make recommendations. The Ombudsman has no authority to make or reverse a decision or to set policy.
Who may utilize the Ombudsman Program?
The Ombudsman Office helps clients who are having problems with DES programs or services. This help is for people who have already tried to fix the problem through the normal DES process but still need help.
What can the DES Ombudsman do for me?
The Ombudsman will review your issue to see if you were treated fairly.
They can also help you find DES programs, and other systems or resources that may help solve your issue.
When should you seek assistance from the DES Ombudsman?
Contact the DES Ombudsman if:
You are not sure who to contact or where to go for help
You tried to fix the problem through normal DES steps but were not able to resolve it
The Ombudsman Office will do their best to help with your issue, concern, or problem.
