Ombudsman

Description

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.

Excludes mediator.

Other titles

The following job titles also refer to ombudsman:

information commissioner
ombudswoman
children’s ombudsman

Minimum qualifications

Master’s degree is generally required to work as ombudsman. However, this requirement may differ in some countries.

ISCO skill level

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

  • the nature of the work performed in an occupation in relation to the characteristic tasks and duties
  • the level of formal education required for competent performance of the tasks and duties involved and
  • the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Ombudsman is a Skill level 4 occupation.

Ombudsman career path

Similar occupations

These occupations, although different, require a lot of knowledge and skills similar to ombudsman.

labour relations officer
mediator
health and safety officer
human rights officer
political affairs officer

Long term prospects

These occupations require some skills and knowledge of ombudsman. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of ombudsman with a significant experience and/or extensive training.

Essential knowledge and skills

Essential knowledge

This knowledge should be acquired through learning to fulfill the role of ombudsman.

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.

Essential skills and competences

These skills are necessary for the role of ombudsman.

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.
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.
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.
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 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.
Respond to enquiries: Respond to enquiries and requests for information from other organisations and members of the public.
Observe confidentiality: Observe the set of rules establishing the nondisclosure of information except to another authorised person.
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.
Apply knowledge of human behaviour: Practice principles related to group behaviour, trends in society, and influence of societal dynamics.
Manage contract disputes: Monitor issues that arise between the parties involved in a contract and provide solutions in order to avoid lawsuits.

Optional knowledge and skills

Optional knowledge

This knowledge is sometimes, but not always, required for the role of ombudsman. However, mastering this knowledge allows you to have more opportunities for career development.

Health, safety and hygiene legislation: The set of health, safety and hygiene standards and items of legislation applicable in a specific sector.
Scientific research methodology: The theoretical methodology used in scientific research involving doing background research, constructing an hypothesis, testing it, analysing data and concluding the results.

Optional skills and competences

These skills and competences are sometimes, but not always, required for the role of ombudsman. However, mastering these skills and competences allows you to have more opportunities for career development.

Communicate health and safety measures: Inform about applicable rules, guidelines and measures to avoid accidents and hazards in the workplace.
Advise on risk management: Provide advice on risk management policies and prevention strategies and their implementation, being aware of different kinds of risks to a specific organisation.
Comply with legal regulations: Ensure you are properly informed of the legal regulations that govern a specific activity and adhere to its rules, policies and laws.
Moderate in negotiations: Oversee negotiations between two parties as a neutral witness to ensure that the negotiations occur in a friendly and productive manner, that a compromise is reached, and that everything is compliant with legal regulations.
Interview people: Interview people in a range of different circumstances.
Protect employee rights: Assess and handle situations in which the rights set by legislation and corporate policy for employees may be breached and take the appropriate actions in order to protect the employees.
Identify policy breach: Identify instances of non-compliance to set plans and policies in an organisation, and take the appropriate course of action by issuing penalties and outlining the changes which need to be made.
Advise on conflict management: Advise private or public organisations on monitoring possible conflict risk and development, and on conflict resolution methods specific to the identified conflicts.
Address problems critically: Identify the strengths and weaknesses of various abstract, rational concepts, such as issues, opinions, and approaches related to a specific problematic situation in order to formulate solutions and alternative methods of tackling the situation.
Promote social awareness: Promote the understanding of dynamics of social relationships between individuals, groups, and communities. Promote the importance of human rights, and positive social interaction, and the inclusion of social awareness in education.
Educate employees on occupational hazards: Provide information and advice to employees related to the possible occupational hazards, such as industrial solvents, radiation, noise and vibration.

ISCO group and title

2619 – Legal professionals not elsewhere classified

 

 


 

 

References
  1. Ombudsman – ESCO
Last updated on August 8, 2022