A few years ago, I was in a meeting with a group of executive directors. The discussion quickly shifted to the challenges we were dealing with at our associations: the gatekeeping new volunteers were experiencing and its impact on engagement; changes in civility impacting decision making; conflict between volunteers; concerns about members not feeling valued; and generational differences between the staff that were impacting culture.

I am having the same conversations today, as these issues continue to impact associations and concern both executive and volunteer leaders alike. But what if there was a solution that could help mitigate and address some of these issues? What if our time as executive leaders can be focused on strategy and not putting out fires? My suggestion: Hire an organizational ombuds.

Organizational ombuds are independent, impartial, off-the-record, and confidential resources for your association. They listen and hold space for members and other stakeholders. They surface and explore issues that help individuals work through aspects of a conflict or concern they had not previously considered. They demystify policies and provide information because it’s hard for association staff or leaders to always understand all the policies and processes, or to know where to go. Through conflict analysis and coaching, they empower our members to diffuse difficult situations, find a path forward, and manage change. In short, they help our members be seen, valued and heard. This, in turn, helps us stay focused on the strategic issues we are dealing with.

In a world increasingly filled with conflict and polarization, it is now more critical than ever to have professionals we can call on who are comfortable dealing with difficult and/or highly charged situations. Not only can ombuds facilitate discussions and help resolve misunderstandings but they can also provide training on common issues, like techniques for defusing conflict or communicating differences, which helps build or reinforce the positive culture we are all trying to create.

While performing a myriad of support, all ombuds are in service to the organization: They help institutions mitigate risk, strengthen trust, and foster respectful, supportive environments. They also identify systemic patterns and trends so associations can become healthier and focus on their missions.

As a result, today’s associations are turning to ombuds to assist in a variety of functions:

Conference ombuds. Perhaps most known, conference ombuds are brought into conference settings to help attendees from various backgrounds, cultures, and disciplines seek guidance and discuss options for dealing with concerns that they may experience or observe. They are also a valuable resource for the sponsoring organization, providing observations and insights into the nature of issues that might have arisen during the conference (without breaching the confidentiality of discussions with inquirers).

At our last conference, an issue emerged that required our focus, and we were grateful to have the perspective and recommendations of our ombuds team, which fielded concerns and made suggestions at a time when we needed to focus elsewhere—or might have rushed in and made things worse. Many associations have also added a conference ombuds to their meetings: The Society for American Archaeology, American Planning Association, American Psychology Association, The Law Society, and American Economic Association are just a few.

All-purpose ombuds. The American Red Cross has had an ombuds since 2007, which supports its goals of delivering informal dispute resolution services and identifying trends and patterns impacting the organization. The ombuds is available to both internal and external stakeholders, including employees, volunteers, Red Cross partners, blood donors, blood recipients, and recipients of other Red Cross services. This all-purpose ombuds adds value at multiple levels, beyond just the stakeholder, and provides an early warning system to issues that need to be addressed.

Governance ombuds. Like conferences, meetings with policy-making bodies are often high-stakes, multiday events which can breed conflict given the significant decision making or positional advocacy taking place. They are also environments that have been traditionally reserved for seasoned leaders, which can lead to perceptions of limited access and fairness that wreak havoc on an association’s efforts to recruit younger volunteers. Having ombuds to help with governance representatives and issues—whether it be a house of delegates, board, or addressing DEI concerns—can assist leaders in pinpointing the issues that need to be addressed specifically and proactively. The American Psychological Association has used ombuds in this way.

Ombuds as member benefit. Ombuds not only provide support to meet the association’s needs, but they can also be a member benefit. They are already skilled at helping stakeholders navigate challenging situations by exploring options. The International Ombuds Association, recognizes that our members may need more confidential support with issues they are dealing with at their workplace in addition to the association. After three years, our ombuds report that the majority of stakeholders use the ombuds office for this reason—not to raise an issue or concern about IOA. Since we are in the business of supporting and advancing members, this has become a valuable member benefit.

Similar to executive directors, organizational ombuds are also unicorns. They possess excellent communications skills that help coach and guide through conflict, have high emotional intelligence, are keen analytical thinkers and dot connectors, and are curious, collaborative, and adaptable given their various audiences. Many have been seen as trusted problem solvers in their workplaces prior to becoming an ombuds. Many have held management-level positions while others have sought advanced degrees in conflict resolution, organizational psychology, or law.

To learn more about what an ombuds does, visit the IOA website.