Office of the Ombuds
I. Purpose
The purpose of this administrative procedure is to provide a confidential, voluntary, and informal process to address concerns, problems, issues, and questions raised by individuals for resolution and to facilitate systematic improvements.
II. Background
Maryland School for the Deaf (MSD) is dedicated to delivering relevant, accurate, and timely responses and services maintaining the highest level of customer service and attentiveness to the diverse needs of those who visit the Ombuds Office.
It is the intent of MSD to build relationships within this community to ensure a coordinated and comprehensive approach to serving students, fostering an educational environment where students thrive, and school-based and systematic programs are strengthened and aligned to school system goals.
The Office of the Ombuds is an independent, neutral, confidential, and informal resource that promotes constructive conflict management. The Office of the Ombuds provides information on informal dispute resolution and collaborative problem-solving processes to all students, parents/guardians, and employees. The Office of the Ombuds operates in accordance with the International Ombudsman Association (IOA) Standards of Practice and IOA Code of Ethics, and applicable state and federal laws and regulations.
The goal of the Office of the Ombuds is to identify and recommend strategies to improve outcomes by engaging in ongoing dialogue and building collaborative, cooperative relationships.
III. Definitions
A. Ombuds — An individual who is designated to serve in a neutral capacity to facilitate the informal options for resolution of concerns of students, families and parents, employees of MSD.
B. Visitors — An individual served by the Office of the Ombuds (i.e. students, parents, families, MSD employees, community members of MSD).
IV. Guiding Principles
The Office of the Ombuds, in alignment with school system strategic goals, operates under several key guiding principles:
A. Equitability
B. Accessibility
C. Independence
D. Neutrality and Impartiality
E. Confidentiality
F. Informality
V. Roles and Responsibilities
The Office of the Ombuds is a neutral and independent body that reports to the Director of Compliance. Its role is to proactively facilitate the resolution of issues, concerns, and informal complaints brought forward by visitors and to identify issues that warrant review, evaluation, and/or changes to system policy or procedures.
The Office of the Ombuds shall actively identify and address any potential conflicts of interest that may compromise the neutrality or independence of the Office. A transparent process shall be established to manage and resolve any such conflicts promptly, maintaining the trust and credibility of the Office.
The Office of the Ombuds is firmly committed to maintaining the confidentiality of those who use its services and will keep all information confidential to the extent allowed by law and provided no risk of injury is of concern. The Ombuds will not disclose that an individual came to the Office of the Ombuds or any part of confidential communications, unless in the course of discussions with the Ombuds permission is received. If the Ombuds believe that talking with someone may help, the Ombuds will ask for permission before any disclosures are made. The Office of the Ombuds maintains records only to the extent necessary for reporting purposes with the Director of Compliance and the Superintendent.
A. Specific Responsibilities Include:
Visitor Services
1. Receives inquiries, concerns, and informal complaints from the visitors.
2. Provides information and referrals, connects visitors with appropriate staff or resources who can provide further information, assistance, and resolution.
3. Provides confidential guidance, information, and individual coaching to help visitors prepare for conversations.
4. Explains policies, regulations, relevant provisions of Code of Maryland Regulations (COMAR) or negotiated agreements, if applicable, and how they relate to visitors; provides clarity to school system processes; and seeks and provides options for resolution of conflicts or complaints.
5. Proactively facilitates resolution of an issue or formal complaint, working collaboratively with all parties involved.
B. No Retaliation for Participation in Office of Ombuds Services
Students, parents/guardians, and staff have the right to consult the Office of the Ombuds without fear of retaliation or reprisal. Retaliation against staff for raising an issue or participating in the Office of the Ombuds services is prohibited. Furthermore, discouraging or preventing staff from seeking Office of the Ombuds services is inappropriate because it is contrary to MSD's intent of promoting constructive conflict management and resolution.
C. Resources of the Office
In order to effectively work collaboratively and communicate with visitors and MSD staff, as well as to serve in a professional manner to the standards of the International Ombudsman Association (IOA), the Ombuds will have access to the following resources:
1. Administrative support and office supplies
2. Communication services, both internal and external
3. Support for continued professional development
4. A dedicated MSD work space
D. Monitoring and Reporting
The Ombuds will:
1. Maintain records limited to the information to meet reporting responsibilities to the Director of Compliance.
2. Track trends, identify, and bring awareness to leadership of system problems or issues.
3. Periodically review case profiles to possible issues that would suggest needed review, evaluation, and/or changes to system policy or practice.
4. Report and suggest changes to the Director of Compliance and the Superintendent on a regular basis (i.e. quarterly).
E. Limitations
The Ombuds:
1. Does not participate in formal investigations or formal resolution processes (i.e. grievance process).
2. May not serve in any other role that would compromise the neutrality of the Office.
3. Cannot give legal advice or act as an attorney or advocate for a specific position(s) or individual(s).
4. Does not make binding decisions or mandate policies.
5. Does not have the authority to direct MSD staff to take a specific course of action.
6. Will not disclose the identity of a complainant or any person who provides information to the Ombuds without the individual's consent.
7. Will not disclose personally identifiable information regarding a student without specific written consent as required by state and federal law.
F. Protections
1. Communications by the Ombuds related to the duties and responsibilities of the Office of the Ombuds are confidential communication and only shared with those based on a legitimate professional need associated with the execution of duties.
NOTE: The Office of the Ombuds will keep all information confidential to the extent allowed by law and provided no risk of injury is of concern.
2. The Ombuds cannot be compelled to testify in legal or administrative proceedings.
3. The Ombuds shall not tolerate retaliation against individuals for use of the Office. Similarly, the Ombuds shall be protected from retaliation as a result of their role.
G. Reporting
1. Quarterly written reports will include a summary of cases, status, type, and any suggestions for policy or practices that might need review, evaluation, and/or changes.
2. The Office of the Ombuds will present an annual report to the Director of Compliance and the Superintendent.
VI. Professional Qualifications and Standards
It is MSD's expectation that the Office of Ombuds be conducted at the highest standards of transparency, professionalism, and fairness. To that end, the Ombuds will, at a minimum, meet the following expectations.
1. Possess a thorough knowledge of the principles and practices of conflict resolution.
2. Have the ability to perform research, administrative, and analytical assignments of a challenging and complex nature.
3. Exercise good judgment and discretion in the performance of duties.
4. Demonstrate strong experience in customer satisfaction/relations, mediation, conflict resolution, and informal complaint management.
5. Possess knowledge of responsibilities and practices of local boards of education and the respective authority and roles of members of the Board and the Superintendent.
6. Possess excellent oral and written communication, human relations and interpersonal skills.
7. Strive to meet the Standards of Practice and Code of Ethics of the International Ombudsman Association.
8. Have a willingness to obtain and participate in professional development, education and training with the goal of continuous improvement.
The Office of Ombuds will endeavor to have:
1. All emails acknowledged within five business days.
2. Phone calls returned immediately whenever practicable, and no later than two business days.
3. Human interaction used whenever possible.
4. A database of resolved issues that can be used to increase efficiency throughout MSD.
5. Collect feedback from students and families to inform the effectiveness of the Ombudsman Office and the satisfaction of complaints resolutions.
ADMINISTRATIVE PROCEDURE HISTORY
- Adopted: January 8, 2024
- Reviewed: September 2023