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POSITION IDENTIFICATION
Position Title: Ombuds
Department: Office of the President
Division: Office of the Ombuds
Location: Curative
Workweek: .2 FTE
SUPERVISORY RELATIONSHIPS
Reports to: President of Medical College of Wisconsin with day-to-day management supervision provided by the Director of the Ombuds office
Collaborates with: Senior Leaders of MCW
POSITION PURPOSE
Serve as an informal, impartial, confidential and independent resource for faculty, staff physicians, postdoctoral fellows, and staff to voice concerns within the institution and explore options to make informed decisions. Provide information on institution policies and practices, help examine alternatives, and identify proper resources to resolve the situation when necessary. Develop procedures and maintain records as appropriate.
ESSENTIAL BEHAVIORS
Build Trust: Maintain strict confidentiality. Operate with transparency, no hidden agenda; place confidence in colleagues, give proper credit to others. Follow through on agreed upon actions. Treat sensitive or confidential information appropriately. Keep emotions under control. Exhibit ethical and moral behavior in everyday business conduct.
Foster Communication: Demonstrate ability to carefully listen to others at all levels of the organization. Seek and listen to feedback and be approachable. Express thoughts and ideas effectively. Display and promote cross cultural sensitivity.
Display Stewardship: Understand business implications of decisions. Conserve organization resources. Look for ways to improve and promote quality. Take personal responsibility. Use resources in an efficient and cost-effective manner.
ESSENTIAL DUTIES
In order of importance
1. Maintain Office of the Ombudsperson
* Ensure that the integrity of the office is maintained through independence, fair process, neutrality, impartiality, confidentiality and timely attention to the resolution of issues while treating people with dignity and respect.
* Expand an integrated conflict management system to optimize avenues for faculty, staff physicians, postdoctoral fellows and staff, to raise issues or concerns.
* Adherence to the Code of Ethics and Standards of Practice of The International Ombudsman Association.
2. Dispute Resolution/Consultation and Referral
* Serve as an advisor to assist in determining the viability of a complaint or issue.
* Assist inquirers in interpreting MCW policies and procedures and facilitating the inquirer's assessment of the pros and cons of all possible solutions.
* Provide resources for confidential complaint handling and neutral, informal conflict resolution for all MCW faculty, staff physicians, postdoctoral fellows, and staff.
* Serve as an independent, impartial and confidential means of promoting dialogue among parties on campus. Facilitate communication between people in early-stage complaints.
3. Policy Analysis and Feedback
* Capture data on patterns and trends for upward feedback to leadership in a way that does not compromise confidentiality or identify specific individuals. Provide recommendations for systemic improvements.
* Conduct faculty and staff physician exit interviews to capture data on patterns and trends.
4. Outreach and Education
* Develop a deliberate outreach and communication strategy to be a resource to MCW faculty, staff physicians, postdoctoral fellows, and staff.
OTHER DUTIES
Make appropriate referrals when informal options do not work.
MINIMUM POSITION QUALIFICATIONS
Appropriate education and/or experience may be substituted on equivalent basis
Education: Terminal degree required
Experience: 7 years related experience in relevant professional work. Experience in conflict resolution and mediation preferred.
Certifications/Licenses: Completion of the International Ombudsman Association (IOA) Foundations of Organizational Ombudsman Practice course within six months.
KNOWLEDGE, SKILLS, & ABILITIES
* Knowledge of MCW's policies
* Knowledge of MCW resources including Human Resources, Faculty Affairs, General Counsel, Risk Management and Compliance
* Excellent networking skills and proven ability to establish and maintain broad contacts throughout the organization
* Extensive cross disciplinary experience
* Outstanding communication skills and the ability to communicate at all levels of the organization as well as with people of all cultures
* Well developed problem solving and judgment skills
* Demonstrated strong strategic thinking skills
* Exceptional emotional intelligence
* Cultural competence, understanding the roots of conflict, as well as a background in negotiation and diplomacy are also required
* Demonstrated ability to be objective and neutral
Adherance to the Code of Ethics and Standards of Practice of The International Ombudsman Association
Qualifications
EEO/AA – Minorities/Females/Vets/Disability
The Medical College of Wisconsin is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, veteran status, disability or sexual orientation.