Profession ombudsman

Ombudsmen resolve disputes between two parties where there is a power imbalance, as an impartial mediator. They interview the parties involved and investigate the case in order to come to a resolution beneficial to both parties. They advise on conflict resolution and offer support to clients. The claims are mostly against public institutions and authorities.

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Personality Type

• Social / Enterprising

Knowledge

• Employment law

  The law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.

Skills

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Manage contract disputes

  Monitor issues that arise between the parties involved in a contract and provide solutions in order to avoid lawsuits.

• Apply knowledge of human behaviour

  Practice principles related to group behaviour, trends in society, and influence of societal dynamics.

• Handle conflicts

  Mediate in conflicts and tense situations by acting between parties, such as service users, important others like families, and institutions, striving to effect an agreement, reconciliate, and resolve problems.

• Observe confidentiality

  Observe the set of rules establishing the nondisclosure of information except to another authorised person.

• Apply conflict management

  Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution. To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner with maturity and empathy.

• Respond to enquiries

  Respond to enquiries and requests for information from other organisations and members of the public.

• Show intercultural awareness

  Show sensibility towards cultural differences by taking actions which facilitate positive interaction between international organisations, between groups or individuals of different cultures, and to promote integration in a community.

• Show empathy

  Show empathy in order to prevent any kind of symbolic violence and isolation and to guarantee a considerate attention to everyone. It should include a capacity to understand various verbal and non-verbal communication of sentiment and feeling.

• Show impartiality

  Perform duties for disputing parties or clients based on objective criteria and methods, disregarding prejudice or bias, to make or facilitate objective decisions and outcomes.

• Facilitate official agreement

  Facilitate an official agreement between two disputing parties, ensuring that both parties agree on the resolution which has been decided on, as well as writing the necessary documents and ensuring both parties sign it.

Optional knowledge and skills

Source: Sisyphus ODB