2-1-1 as a Resource for Visitor Needs Beyond the Ombuds' Scope of Services

In his latest post at the Organizational Ombudsman Blog, Clayton Gilman explains the benefits of the 211 information and referral service. Gilman says that the program has been very effective and helpful as a one stop resource for any community in the USA where community services are now needed in the aftermath of a failed negotiation or life threatening event.

The United Way supported program provides free and confidential information and referrals to local health and human services such as

• Basic Human Needs Resources
• Physical and Mental Health Resources
• Employment Support
• Support for Older Americans and Persons with Disabilities
• Support for Children, Youth and Families

The website will identify the closest 211 service for any community in the US. This is a valuable resource for Ombuds and everyone providing assistance to distressed individuals. (Organizational Ombudsman Blog; 211.org.)

Prior posts about Gilman's OO Blog.

Classical Ombuds May Have Role in Health Care Reform

OO blogger Clayton Gilman points out that the healthcare reform framework proposed by Senator Max Baucus (of the “Gang of Six”) includes a role for Ombuds.

In 2010, states would be required to establish an ombudsman office to act as a consumer advocate for those with private coverage in the individual and small group markets. Policyholders whose health insurers have rejected claims and who have exhausted internal appeals would be able to access the ombudsman office for assistance.

Gilman thinks this may mean an expansion of the federally funded National Long Term Care Ombudsman Program administered by the states. (Organizational Ombudsman Blog.)

OO Blogger: The "New Ombudsman"

Clayton Gilman's latest post muses on Ombuds finding their place in the traditional business landscape. Along the way, he offers this definition of the "New Ombudsman":

First, the “new ombudsman” is a progressive philosopher and an eclectic thinker. They are most likely a “boomer”, born of the 60’s movements and now, today, wise to the ways to not only live peacefully, but able to articulate, “practice what they preach” and technically translate education, knowledge and wisdom into a “new profession” to the benefit of others. Yes, some are lawyers, some are psychologists, some are social workers, teachers, retired from the profession they now “mediate” to; it’s an “inclusive” mix of professions and people. They didn’t know it, but looking back on their career and life they were using “ombudsmanship” all along and now want to make it their calling. They are technologically savvy, can grasp and get a handle on complex (Gordian Knot) circumstances and issues, they can do mental analysis faster than a computer, they are skilled “generalists” in their life and profession, their degrees and certificates are “translatable and applicable” in terms of value towards peace making regardless of what “others” tell them and they know it and are not deterred.

(Organizational Ombudsman Blog.)

This is an insightful and accurate portrait of the profession.

Prior posts: Clayton Gilman.

OO Blogger: The "Due Care" Process

Clayton Gilman's latest post discusses a recent case involving a young Canadian couple who sought his intervention with the Ontario Ombudsman. Using a “due care” process, Gilman determined the validity of the complaint -- checking facts and gathering information from other sources. Ultimately he did not intervene, but served primarily as a sounding board for the couple. (Organizational Ombudsman Blog.)

OO Blogger Predicts Growing Work for Ombuds in 2011

In his latest post at the Organizational Ombudsman Blog, Clayton Gilman finds reason to be optimistic about the Ombuds field next year. He believes the current economic conditions provide opportunity and a demand for Ombuds working with individuals, groups and small organizations.

The trend is going to continue and has already begun exponentially escalating where complaints and grievances from lower and middle-income Americans need a voice with government and corporate entities. The paradigm shift from expensive and damaging formal legal services to ombudsman ADR is well underway and beginning next year we will see more formal groups and structures advocate and develop access for informal mediation. We are experiencing and observing a flood of legal issues people are facing as attempts over the last two years by governments, state and federal, to provide a system to resolve economic hardship issues failed or there was never enough capacity in the system to provide equal access.

Gilman also urges Ombuds not already at “capacity” to consider expanding their scope and doing community outreach and serving outsiders during these austere times. (Organizational Ombudsman Blog.)

Prior posts about the OO Blogger.

OO Blogger: Consultant Ombuds Should Update Billing Practices

Clayton Gilman, who writes the Organizational Ombudsman Blog and also works as a business consultant, believes that independent Ombuds should adopt new billing tactics in light of the current economic climate. “So, your choice, continue to bill… give net terms and hope to get paid or change your ‘habits’ to up front advance fees and/or escrow procedures. These times require that we adapt to survive.” For example, Gilman now offers 30 minute phone consultations as a minimum consultation, rather than his prior half day rate. He believes this has attracted new clients who will become long term “commitments.” (The Organizational Ombudsman Blog.)

Google Voice Technology for Ombuds

Clayton Gilman's latest post at the Organizational Ombudsman Blog reviews Google Voice. He explains why Ombuds should consider this new phone service that utilizes VoIP telephone services and simplifies communications.

Gilman says that Google Voice is, “the perfect application for the New Ombuds small practice ‘single member’ owner or two member partnership with small support staff.” (The Organizational Ombudsman Blog.)

Related post: An Ombuds Guide to Internet Tools.

OO Blogger: 6 C’s Of Sociocratic Peace Building

Over at the Organizational Ombudsman Blog, Clayton Gilman summarizes his six sequential steps for consent-based conflict resolution:

• Communication;
• Complaint;
• Cooperation;
• Consensus;
• Consent; and
• Coordination.

(Organizational Ombudsman Blog.)

As the Ombuds field becomes more professional, this type of systemic thinking will become more important and paradigms of practice will emerge.

An Ombuds Guide to Internet Tools

Clayton Gilman, an Organizational Ombuds consultant, offers his perspective on the use wide range of Internet technologies available to Ombuds. He runs down the benefits and risks of:

• e-Payment;
• VoIP Communications;
• Audio Recording;
• Wireless G & Wireless N;
• WEB 2.0;
• P2P Networks;
• Blogs;
• Chat & IM; and
• Video Broadcasting.

He concludes with a warning. “Always, please, keep in mind the privacy and ethics we must comply with when using technology and be sure to select and use technologies that enable ‘secure’ and private interactions.” (Organizational Ombudsman Blog.)

Related post: Trendspotting: Ombuds Not Exempt From Influence of Internet.

Mediate.com Unveils Certification Program

The Internet's largest mediation website has announced a mediator certification program. The scheme has been in development for more than a year and will rival the certification program being developed by the International Mediation Institute. Mediate.com says that ceritification is primarily for the benefit of consumers and their advisers. The adopted training and experience standards are consistent with those recommended by the ACR Task Force. Some of the highlights of the program include:

• Training and Experience -- Mediators must have at least 100 hours of mediation training and 500 hours of mediation experience.
• Test -- There is no examination of any kind.
• Cost -- The application fee and first year membership is $150; thereafter the annual cost is $50.
• Audit of Applications -- Mediate.com will review information provided by the applicant, including web site information, to ensure compliance with program standards.
• References -- Applicants must supply references to attest to the mediator's work.
• Continuing Education -- Certified mediators are required to complete at least 12 hours of annual continuing education.
• Ethical Standards -- Members must subscribe to the Model Standards of Conduct for Mediators promulgated by the American Arbitration Association, the American Bar Association’s Section of Dispute Resolution, and the Association for Conflict Resolution.
• Not Available for Offices -- Certification is available to individuals only.
• International -- The program is intended to be global.
• Enforcement -- There is no apparent protocol for decertifying mediators.

At the Organizational Ombudsman Blog, Clayton Gilman takes a critical look at Mediate.com's certification program and finds some good and bad elements. Overall he concludes that, “this is yet another organization telling me ‘you don’t qualify for our club’.” (Mediate.com Blog, Certification Program; Organizational Ombudsman Blog.)

Related post: International Mediation Institute Reveals Certification Plans.

A New, Anonymous Ombuds Blog Launches

An unnamed Ombudsman at a large research-1 university has started a blog: "Higher Ed Ombuds" to ponder and discuss his/her observations of conflict in an academic system. (Followers of the OmbudsBlog Twitter feed may be able to sleuth out the blogger's identity, but the blog itself is reveals no identifying details.) The first post explains that the blog is not an exposé, a place to vent; a pronouncement of expertise; or a reflection/representation of the blogger's organization.

Moreover, the blogger states that she/he will follow the traditional Ombuds’ tenets of neutrality, confidentiality, informality, and independence. Stay tuned. (Higher Ed Ombuds.)


Related posts: ICANN Ombuds Launches Blog (Frank Fowlie); New Organizational Ombuds Blog (Clayton Gilman); Welcome Another Ombuds Blogger (Pamela Martin); Two Organizational Ombuds Launch Blogs (Bathabile Mthombeni, Wendy Friede.

OO Blogger Reviews Online Dispute Resolution Technology

Clayton Gilman's latest post at the Organizational Ombudsman Blog explains that all of his clients to date have used ODR. After trying several applications, he now endorses Juripax "because of its emphasis on proper preparation at the time of intake and focus on ethical and transparent procedures." (Organizational Ombudsman Blog.)

Related posts: ICANN Ombuds Explains On-Line Dispute Resolution; International Forum on Online Dispute Resolution; Army Launches Online Ombuds Program; Prior posts about OO Blogger.