A few of weeks ago I was privileged to join other ombuds in Beijing for the International Ombuds Association Conference APRAC – essentially a meeting of the minds for ombuds in different locations in the Asia Pacific, servicing different industries. Being an ombuds is a relatively new concept in Australia. However, countries such as the US have had a long history of ombuds support within organisations.
There are a few key principles to being an ombuds, and they are encapsulated in our Charter. In short, they are:
Confidentiality
Independent
Impartial
Informal
These principles transcend all ombuds programs and are key to having the employee feel open to discuss the workplace issue at hand. And whilst Ombpoint Advisers have access to the policy resources of the organisation, we aim to help solve issues in an informal manner. This is what makes an ombuds such an important and differentiated offering for an organisation.
Technological innovation
One key topic of the conference was how technology can support an ombuds service.
Summer Palace – The new frontier
The Summer Palace stands as a testament to innovation and tranquility, much like the role of technology in modern ombuds practices. As we venture into this new frontier, embracing digital tools can enhance our ability to support and connect with employees, ensuring that the ombuds service remains a vital resource for all.
There are many applications for the use of technology, and we are all just getting started on the journey. At Ombpoint, we have already started making technology a key part of our reporting framework and finding different ways to uncover insights (without breaching confidentiality). We have an online booking portal which means employees can make an appointment easily, without the fuss of trying to find a quiet place to make an appointment through a phone call.
In development is access to more self-serve assistance via a chatbot. We recognise different generations have different preferences when it comes to the use of technology and the need to cater to all of our constituents is top of mind.
Cultural insights
Attending APRAC in China offered an invaluable opportunity to consider the cultural framework and nuances that exist in servicing people from different cultures and backgrounds. It was a chance to deepen our understanding of the cultural frameworks that influence communication, problem resolution, and conflict navigation, especially in regions where traditions run deep and influence modern interactions.
The Great Wall – A long journey
The Great Wall of China, stretching across thousands of miles, was a reminder of the long and sometimes arduous journey that organisations face when creating robust, culturally sensitive ombuds services. Just as the Wall was built to protect and unite, developing these services requires ongoing commitment to learning, adapting, and bridging gaps between cultural norms. The journey may seem daunting but is essential to fostering trust and providing meaningful support across diverse backgrounds.
Forbidden City – Navigating difficult conversations
The Forbidden City, once the heart of Chinese imperial power, led me to consider the difficulty of stepping into certain conversations, especially when they are perceived as sensitive or ‘forbidden’. As an ombuds, stepping into tough conversations can feel like navigating a labyrinth of unspoken cultural taboos or deeply ingrained hierarchies. Yet, these conversations are critical for transparency, fairness, and resolving workplace issues. The conference highlighted the need to approach these discussions with care, cultural awareness, and a strong foundation of trust, to help individuals feel safe in raising concerns.
Final thoughts
Reflecting on the insights and experiences from APRAC, it’s clear that the journey to building effective ombuds services is ongoing, requiring both technological innovation and cultural sensitivity.
Lindall West | Managing Director
