The IB ombudsman 

The International Baccalaureate® (IB) Board of Governors, during its retreat in August 2007, endorsed the creation of the post of ombudsman.

Why was the position created? 

The continued growth of the IB is the main reason for the creation of the role. This growth poses a challenge for the organization in terms of governance, management and organizational structure. It is hoped that the creation of the post of ombudsman will help solve any problems that may arise when the various changes are implemented. Indeed, the ombudsman should even be able to anticipate many problems before they actually arise. 

What does the IB ombudsman do? 

Basically, the ombudsman helps to solve problems either within the organization itself (that is, the IB staff) or concerning the relationships the organization has with the IB community (for example, the IB World schools, IB volunteers and associations of IB schools). The office offers an alternative way of managing disputes, outside the normal channels.

The ombudsman helps you:

1. evaluate your situation
2. organize your thoughts
3. assess your feelings
4. decide what is important
5. explore necessary actions. 

How does the ombudsman work? 

The ombudsman's first task is to ensure that the person or group that contacts the ombudsman has used the formal channels for comments, suggestions or complaints. If necessary, the ombudsman may help the people use the procedures already in place. If these formal channels do not work, or are not pertinent, then the ombudsman can step in to talk to the people involved. The ombudsman's role is then to generate a number of potential solutions, acceptable to both sides of the dispute. 

Does the ombudsman work within a code of ethics?

The ombudsman is a member of the International Ombudsman Association and as such follows the organization's code of ethics, which is divided into four sections: confidentiality, accessibility, independence and impartiality.  

Confidentiality

• The ombudsman holds all communications with those seeking assistance in strict confidence.
• The ombudsman keeps no records containing identifying information.
• The ombudsman prepares any data and/or reports in a manner that protects confidentiality (unless that confidentiality has been waived).

Accessibility

• A web page explains the role of the ombudsman.
• It is easy to contact the ombudsman (by email or phone)
• The process is simple (limited paperwork and no other people involved).

Independence

• The ombudsman office is independent from other departments.
• The ombudsman holds no other position that might compromise his/her independence.
• The ombudsman has access to all information and to all individuals within the organization (within the limits of the law).
• The ombudsman has adequate resources to ensure an efficient and effective process.

Impartiality

• The ombudsman is a designated neutral reporting directly to the director general and to the Board.
• The ombudsman is impartial and unaligned.
• The ombudsman tries to find solutions that do not favour any particular party.