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Frequently Asked Questions - DES Ombudsman
What does Ombudsman mean?
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's Office offers assistance to clients that are experiencing issues with DES programs and services, and have been unable to work through the normal channels within the agency to address their concerns.
What can the DES Ombudsman do for me?
Our job is to investigate your issue and determine whether you have been treated fairly. If your complaint appears to be justified and if both parties agree we will work with you and the Division to find a fair solution. If we are unable to support your complaints, we will discuss with you how we arrived at our decision. We will then help you to navigate through DES and other systems for options to help resolve your issue.
When should you seek assistance from the DES Ombudsman?
You should consider contacting the DES Ombudsman when you cannot determine whom to see or where to go, or if you feel that your attempts to resolve your problems through the proper channels within the department have been unsuccessful. The Ombudsman’s Office will do everything they can do to assist with the issue, concern or problem.
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Arizona State Resources
Pursuant to Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA) and other nondiscrimination laws and authorities, ADES does not discriminate on the basis of race, color, national origin, sex, age, or disability. Persons that require a reasonable modification based on language or disability should submit a request as early as possible to ensure the State has an opportunity to address the modification. The process for requesting a reasonable modification can be found at Equal Opportunity and Reasonable Modification