Receive Complaints

• All ombudsman positions require the individual to receive and help resolve complaints from clients. The ombudsman must listen carefully and show compassion and take steps to resolve the complaints. For example, an ombudsman for a newspaper may hear a complaint that articles on a particular subject are biased. If this complaint is found to have merit, the ombudsman takes it to the appropriate staff that handles these issues; if not, the ombudsman may discuss the subject with the complainant to address his concerns.
  
  

Recommend Services

• An ombudsman may also be responsible for recommending services for her clients. In hospital or nursing home workplaces, an ombudsman comes in contact with the patients living in the facilities, and can recommend services that these individuals may find useful for financial aid or to benefit their quality of life.
  
  

Know the Rules

• An ombudsman must know the laws or rules associated with their line of work; this knowledge assists them in answering complaints, helping clients with their needs and prove valuable information for the employer. For example, in a university setting the ombudsman is a source of information for both academic and non-academic rules, regulations and procedures for the entire university community, helping to ensure that everyone is in compliance and avoids any issues.
  
  

Advice

• Typically, an ombudsman holds no official decision-making power; however, the person in such a position is looked upon as a trusted resource. Many businesses look to the ombudsman for guidance regarding important decisions that affect their clients, as the ombudsman is a direct lines to the client for fielding complaints and having an understanding of the client's wants and needs.
  
  

Training

• In many areas of work the ombudsman is responsible to provide training to staff. The training typically consists of awareness of rules, regulations and standards that are expected of the staff while completing their jobs. The training may also assist staff in recognizing programs and assistance for which clients may be eligible and new developments within their field.