Is Red Cross Ombuds Stepping Down?

[Job Posting: American Red Cross]

A new job posting at the American Red Cross seems to indicate that the organization’s first Ombuds is leaving after 16 months in the job. Beverly Ortega Babers became the first Corporate Ombuds for the Red Cross in October 2007 and built an IOA-compliant office with a staff of four. Despite her initial successes, including an online video and annual report, Babers recently warned that the Ombuds program was being hit by cutbacks due to the declining economy.

Although there has been no announcement that Babers is leaving the Red Cross, the posting seems to fit only Babers’ position. According to the job details, the position serves “under the authority of the President/CEO.” Responsibilities include: “Oversee and manage the American Red Cross Corporate Ombudsman Program and office.” Prior job postings for lower-level positions (i.e., Associate Ombuds or Service Representative positions) did not include these details.

Applicants for the Corporate Ombuds position should have a minimum of 10 years progressive experience in conflict resolution, investigations, or dispute resolutions. An advanced degree and IOA training are preferred. No salary or application deadline are indicated. (Red Cross Job Details; Indeed Posting.)

Remarkably similar post: DC Schools Ombuds Lasts Just 14 Months.

Related Red Cross posts: Red Cross Chief Defends Ombuds Decision; First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Red Cross Ombuds Unveils Video; Red Cross Ombuds Publishes Inaugural Report and Announces Cut-Backs.

Update: Red Cross Chief Defends Ombuds Decision

Several weeks ago, Trent Stamp, president of Charity Navigator, broke the news that the Red Cross had hired an ombudsman with close ties to its newly hired president, Mark Everson. Last week, Stamp asked Everson if his first decision in his new role (that of hiring Everson's Chief of Staff at the IRS as the new Red Cross Ombudsperson) was a mistake.

Stamp: You know that I was critical of your selection of your former Chief of Staff at the IRS as your new ombudsman at the IRS. This was not based on her credentials or reputation, but on the fact that you and she had a prior working relationship, and I find it hard to believe that anyone could believe that she was truly independent, even if this is merely more perception than reality. According to the International Ombudsman Association, one of the first rules for appointment of ombuds is that they be "unaligned." Are you making the claim that your new ombudsperson is "unaligned" or were you unaware of this best practice for ombudspersons or were you aware and thought it was unimportant?

Everson: I carefully considered the appointment before I made it. We had experience with a National Taxpayer Advocate at the IRS, which is not unlike the ombudsman at the Red Cross. For an ombudsman to be effective, the person must be independent and able to work collaboratively with pieces of the organization, because if people throw up their arms and don't cooperate either in the production of information or opening up to saying what's going on, you're going to end up with a series of reports that will be critical of the organization, but no progress will be made.

The new ombudsperson is a career attorney that worked at Justice and the IRS. She has absolute integrity. I was concerned upon taking this position that, as a leader can, I would be embracing or defensive of the organization. I trust her judgment implicitly because she has come to me before and told me things about the IRS that I needed to hear. If she comes to me and says there is a problem in XYZ unit, I will believe her and act on that. There won't be a dialogue or defensiveness on my part. I trust her integrity and ability to get something done. Time will tell.

Stamp: I don't think anyone's questioning her integrity. That's not my concern. Tom Kosakowski of the Ombuds Blog wrote after her appointment, "even if she practices to standards, she will surely be perceived as biased. Without the trust of stakeholders, her effectiveness is compromised from the start." Isn't that the bigger issue here, that employees will not feel protected enough to bring their concerns to the ombudsperson if they know she has been formally aligned with you? I'm not questioning that she'll bring things to you; you trust her. But why should employees bring issues to her, if they know that she's formally aligned with you?

Everson: I don't consider her to be aligned with me. She's signed on to do that job, to provide the independent advice. She's well aware from the structure we had at the IRS of her obligation to report up to Capitol Hill, and I think she'll fill that obligation well. And again, time will tell. I think she's an inclusive person who will build the relationships both within the Red Cross and externally that she should. I think she has great behaviors and will prove to be a strong appointment.

(Charity Navigator; via Trent Stamp's Take.)

Everson's statements are reassuring to the extent that he expects the ombuds (Beverly Ortega Babers) to be independent and professional. Better still, the Red Cross should follow the advice of the International Ombudsman Association and American Bar Association and create a definitive charter or terms of reference to ensure the Red Cross ombuds is not just independent, but confidential, neutral and informal as well.

(Prior posts Bush Signs Legislation Creating Red Cross Ombuds; Concern Over Appointment of Red Cross Ombuds; Red Cross Head Responds to Criticism Over Appointment of Ombuds.)

First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public

Beverly Ortega Babers begins her tenure as the first Red Cross ombuds later this month. Babers will serve all stakeholders, not just employees and volunteers, but also blood donors, financial donors, disaster victims, and anyone concerned about the organization. She promises her office will be a collaborative resource for the Red Cross.

I say 'collaborative' as opposed to 'adversarial' because when you have an independent entity within an organization that is responsible for looking into the practices of the organization, there's the possibility that the relationship will be adversarial. That's not how I intend to operate. My intention is that my office will be a broker for honest feedback and positive change that might not occur absent a confidential and independent third party.

Babers will be assisted by Daniel T. Riordan, a former labor and employment attorney, who previously oversaw corporate labor relations at the IRS, and Patte Noriega, a long time Red Cross employee with operations experience. (Red Cross News.)

It's very exciting to see such a prominent organization implement an organizational ombuds office and the credentials of the Red Cross ombuds staff are appropriately impressive. Although Congressional oversight remains a concern, the Red Cross ombuds are well positioned to influence policymakers and encourage the creation of more ombuds programs.

Prior posts: Bush Signs Legislation Creating Red Cross Ombuds; Red Cross Head Responds to Criticism Over Appointment of Ombuds.

Harvard Law Students Assist Red Cross Ombuds Office With Strategic Research

This spring, the Harvard Negotiation and Mediation Clinical Program is partnering with the American Red Cross Ombudsman Office to develop a strategic and long-term growth plan. The Red Cross Ombudsman asked HNMCP to research what different stakeholders at the American Red Cross need and expect from the Ombuds’ office, and subsequently how the office can systematically measure whether it is meeting those expectations.

Over the next few months, Harvard law students will survey stakeholder expectations of the Ombuds office and then develop metrics to measure the progress of Ombuds operations. At the conclusion of the project, the Red Cross Ombudsman will receive a report summarizing the research and presenting the proposed metrics, combined with an action plan for improving data-driven self-evaluation within the Office. (HNMCP Current Projects.)

Related posts: New Ombuds at American Red Cross; American Red Cross Appoints Deputy Ombuds; Red Cross Issues Second Annual Report.

Sen. Grassley Endorses Red Cross Ombuds

Earlier this month, Senator Chuck Grassley met with the chairs of the Red Cross Board of Governors and Independent Governance Advisory Panel to continue conversations about the recent governance changes at the Red Cross. Commenting on the Red Cross Board’s decisions, Senator Grassley said:

I'm glad to see the Red Cross taking action on the important recommendations made by an independent panel. Public confidence has been shaken, and the reform effort needs to go the extra mile to help restore it. Continued independent oversight from an ombudsman-type figure would make a positive contribution to this effort. (Red Cross Press Release.)

Although Grassley's comments seem to reflect a misunderstanding of the role for the Red Cross ombuds office, it is a welcome change from his initial antipathy toward the CDC ombuds office.

Related posts: CDC Ombuds Become Focus of Sen. Grassley's Ire; First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public.

Job Posting: American Red Cross

The Red Cross Office is hiring a Deputy Ombudsman to work closely with its the Corporate Ombudsman in Washington, DC.  The Deputy Ombudsman will assist in the development and administration of the Red Cross Ombuds program, including managing a cadre of volunteer Ombuds and handling complex group facilitations and organizational cases. (This is not the same position as the Ombudsman Analyst position posted here last week.)

Applicants must have at least six years experience as a practicing Ombuds and at five least years of supervisory experience. An advanced degree is preferred. No closing date or salary information provided. (Am. Red Cross, req. no.: NHQ3834.)

Looks like the Red Cross is expanding its Ombuds program.

Related posts: New Ombuds at American Red Cross; Red Cross Issues Second Annual Report; Prior Job Posting.

Red Cross Issues Second Annual Report

Kevin Jessar, Corporate Ombudsman for the American Red Cross, has released a report summarizing the activities of his office for the year ended June 30, 2009. In the 2008-09 fiscal year, Jessar and his staff were contacted by 555 individuals, a 57% increase from the prior year. Two-thirds of the visitors were external constituents of the Red Cross. The increased caseload is remarkable, given the reduced budget for the office. The data, which is reported according to IOA Uniform Reporting Categories, also indicate that more a majority of the Red Cross Ombuds cases were handled through confidential coaching. (Red Cross Ombuds 2009 Report.)

Related posts: Red Cross Ombuds Publishes Inaugural Report and Announces Cut-Backs; New Ombuds at American Red Cross.

Concern Over Appointment of Red Cross Ombuds

A blog written by Terence Stamp, president of Charity Navigator, reveals that Beverly Ortega Babers has been appointed the first ombudsman for the Red Cross. (The news has not been reported by the mainstream press and is not mentioned at the Red Cross website.) Stamp was probably one of the few outside of the ombuds profession to be interested in who would become the Red Cross ombuds. However, he is concerned because Babers is a political ally of Mark Everson, the new Red Cross President and CEO.

So what’s my problem with Ms. Babers? It’s in where she worked last week. Before being appointed by new Red Cross CEO Everson to serve as the lone independent voice and the donor’s eyes and ears at America’s most-important non-profit, in effect the person charged with making sure the group is playing by the rules and honoring the public trust, Ms. Babers was Mark Everson’s Chief of Staff at the IRS. She comes to the new job as his right-hand woman. And despite her credentials, she owes her new job and her large pay raise to Mark Everson. Am I really supposed to believe that she will be fiercely loyal to donors, staffers, employees, and aid recipients first, and not to Everson and his position of power and influence?

(Trent Stamp's Take.)

(Related post Bush Signs Legislation Creating Red Cross Ombuds.)

Senator Endorses Creation of Ombuds for Red Cross

"We need a Red Cross ombudsman," says Senator Mike Enzi (R-Wyo). The Senator commended the Judiciary Committee’s approval of a bill making key changes to the governing structure contained in the American Red Cross charter, including many recommendations recently made by the organization’s Board of Governors. The American National Red Cross Governance Modernization Act of 2007, will:

• Create a Red Cross ombudsman to provide dispute resolution assistance on a confidential and informal basis, for both internal and external stakeholders; and
• Require the ombudsman to report to Congress annually, and to the American Red Cross chief executive officer, and the audit committee of the Board of Governors.

Enzi co-sponsored the bill with Sen. Edward M. Kennedy (D-Mass) and Sen. Chuck Grassley (R-Iowa). (The Hill Blog; see also the history of S.655 by the Library of Congress; related post Senate to Propose Ombuds for Red Cross

New Ombuds at American Red Cross

Kevin Jessar has been appointed the new Corporate Ombudsman for the American Red Cross. He will head a four-person office that was created by federal statute in October 2007 as part of sweeping governance modernization reforms at the Red Cross. Jessar brings a wealth of Ombuds experience to the position. He is the immediate past president of IOA and was an Ombuds at the National Institutes of Health since 2000 and served as NIH Deputy Ombudsman from 2007-2009.

Prior posts: First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Red Cross Ombuds Publishes Inaugural Report and Announces Cut-Backs; Is Red Cross Ombuds Stepping Down?; Red Cross Appoints Interim Director of Ombuds Office.

Red Cross Ombuds Publishes Inaugural Report and Announces Cut-Backs

In her first annual report since opening the American Red Cross Ombudsman Office, Beverly Ortega Babers said that her office was utilized by 354 visitors in the 2007-08 fiscal year. Nearly 60% of contacts came from outside the organization and the total number of visitors has grown consistently. Unfortunately, Babers also noted that, like the rest of the Red Cross, her office has had to downsize and has lost colleagues who were essential to the start-up of the program. (Red Cross Ombudsman Annual Report 2008.)

Related posts: First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Red Cross Ombuds Unveils Video.

Externship: American Red Cross

The Red Cross Office of the Corporate Ombudsman in Washington, DC is accepting applications for a summer intership. The opportunity is open to graduate students working towards a degree in Sociology, Psychology, Law or Conflict Resolution.

The full-time intern may assist with the following activities:

• Redesign of case management database;
• Data capture and data analysis in support of the development and publication of an annual report that goes to Congress;
• Identify and explore tactics to best reach employees and volunteers to share the services of our office; and
• Develop processes and protocols in support of the volunteer cadre formed to offer Ombudsman services either during regular time or during a disaster related spike.

No deadline or stipend are indicated in the posting. (American Red Cross Careers, requisition no. NHQ9991.)

Related posts: Red Cross Issues Second Annual Report; American Red Cross Appoints Deputy Ombuds; Harvard Law Students Assist Red Cross Ombuds Office With Strategic Research.

Job Posting: American Red Cross

One of the world's premier non-profit organizations is hiring a full-time Associate Ombudsman to work in its Ombuds office. The position provides neutral, confidential, and informal dispute resolution assistance to the American Red Cross community, including employees and external stakeholders.

Applicants should have a master’s degree and advanced training as a dispute resolution practitioner and/or mediator, and at least five years of experience in conflict resolution or a related field. The position is located in Washington, DC.  No salary or application deadline indicated. (Red Cross Careers, Req. No. NHQ13753; via Non-profit Management Jobs.)

Related posts: American Red Cross Appoints Deputy Ombuds; Job Posting; Harvard Law Students Assist Red Cross Ombuds Office With Strategic Research; Red Cross Issues Second Annual Report.

Red Cross Ombuds Unveils Video

Beverly Ortega Babers, the Corporate Ombudsman for the American National Red Cross, is the star of a new video available through the Red Cross website. Babers summarizes the history and relevance of Ombuds and explains the role of her office. Near the beginning of the three minute video, she says that, "the Ombudsman is an emerging best practice that serves as a safety net and early warning system." In addition, she emphasizes the four tenets of confidentiality, neutrality, independence and informality. (Red Cross Ombudsman Office Media Materials.)

Related posts: First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Why Your Website Needs a Photo.

So far as I can tell, this is the first public video by an Ombuds and Babers has set the bar very high. The video is professional, but not over-produced, and Babers makes a great impression. Her message is direct, thorough and succinct. It will be a valuable tool for the Red Cross office and should serve as inspiration for other Ombuds. Kudos!

Update: Red Cross Appoints Interim Director of Ombuds Office

The American Red Cross has appointed Sarah R. Kith as Interim Corporate Ombudsman following the departure of founding Ombuds Beverly Ortega Babers. Previously, Kith was an Associate Ombuds for the Red Cross. Kith has been active in many Cambodian American organizations and serves on the board of the Southeast Asia Resource Action Center. She earned her bachelor's in Communication, Legal Institution, Economics and Government from American University and her master's degree in Conflict Analysis and Resolution from the George Mason University in Fairfax, Virginia. (Red Cross Ombuds; SEARAC Bio.)

Prior post: Is Red Cross Ombuds Stepping Down?

Job Posting: American Red Cross

The Red Cross is hiring an Intake Coordinator & Program Analyst for its Office of the Corporate Ombudsman. The position provides professional and technical support for the Ombuds program -- generating and preparing data and data-related reports, performing research, and designing and implementing project plans.

Applicants should have a bachelor’s degree and 1-3 years of relevant professional experience. No salary or application deadline indicated. This is a rare entry-level opportunity in a high profile Organizational Ombuds program. (ARC Careers.)

Related post: New Ombuds at American Red Cross; Red Cross Issues Second Annual Report; American Red Cross Appoints Deputy Ombuds.

Job Posting: Red Cross

The American Red Cross is accepting applications for an Ombudsman Services Representative in Washington, DC. Bachelor’s degree is required with a minimum of one year of experience interacting with broad customer or constituency base in professional setting and proficiency with spreadsheet applications, word-processing applications, database applications and presentation software are required. Applications are due by July 12; no salary indicated. (Red Cross Jobs, job id: 6977BR, via idealist.)

Related posts: First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Red Cross Ombuds Unveils Video.

Job Posting: American Red Cross

The Red Cross Office of the Corporate Ombudsman is hiring an Ombudsman Analyst for its Washington, DC headquarters. The position provides professional and technical support for case intake and projects, and assistance in preparing reports.

Applicants must have a bachelor’s degree and one to three years of professional experience in general business, HR, compliance, dispute resolution, psychology, organizational development or other related fields. No closing date or salary information provided. (Am. Red Cross, req. no.: NHQ3564.)

This is an entry-level position at a high-profile Ombuds program, which is led by a past IOA president.

Related posts: New Ombuds at American Red Cross; Red Cross Issues Second Annual Report.

American Red Cross Appoints Deputy Ombuds

The American Red Cross has named Nick Diehl to the newly-created position of Deputy Ombudsman.  Diehl, an experienced Ombuds, is expected to work closely with the Corporate Ombudsman, Kevin Jessar, to develop and manage the Red Cross Ombuds program, including the work of volunteer Ombuds.

Diehl previously worked with Jessar during a three-year stint as an Ombudsman at the National Institutes of Health. Diehl also worked as an Associate Ombuds at Princeton University. He is in the organization development graduate program at American University. Diehl serves on the Board of IOA and has developed and taught IOA courses. (LinkedIn Profile; IOA Board Candidate Statement.)

Related posts: Red Cross Issues Second Annual Report; IOA Announces Board Election Results; Job Posting; Tenth ACR Conference Will Highlight Ombuds Issues.

UPDATE: Bush Signs Legislation Creating Red Cross Ombuds

On Friday, President Bush signed a bill into law Friday that reforms governance and leadership at the American Red Cross. The bill also creates a new position of ombudsman, who will have unfettered access to all Red Cross operations and will provide annual reports to Congress. The reforms were proposed last year by independent experts and are intended to ease recurring clashes between board members and Red Cross management, and to address complaints that the organization was at times too bureaucratic and unaccountable. (Washington Post.)