Explain Ombuds role and listen to understand full concern.
Identify core issues and goals.
Discuss options to address conflict and concerns.
Informal steps without Ombuds involvement.
Visitor chooses to move forward without ombuds participation. Visitor may request information, e.g. clarification on a District policy or procedure, but may then elect to move forward in addressing their concern on their own. Example: one-on-one critical conversation without Ombuds.
Informal steps with Ombuds involvement.
Visitor chooses informal resolution strategies, including direct involvement of ombuds. Example: informal mediation with Ombuds serving as neutral facilitator.
Discuss formal resolution processes.
Visitor chooses to move forward with formal resolution processes. Ombuds may discuss formal options and resources with visitor, but will not be directly involved once a formal process has been initiated. Example: filing a formal complaint.