Difference between revisions of "Ombudsman Remit"

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This document was adopted by the Board on 25th February 2015
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This document was adopted by the Board on 14th July 2022.
  
                                                                           
 
The role of Ombudsman is carried out by an equal team of two, both with the title Ombudsman.  For each appeal or meditation process, one named Ombudsman will take the lead in the process.
 
  
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The role of Ombudsman is carried out by either one or up to an equal team of two.  One Ombudsman will take the lead in each complaint process.
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====Appointment====
 
====Appointment====
Previous: See Central message [https://groups.yahoo.com/neo/groups/FreegleUK-Central/conversations/topics/15362] for the announcement of election August 2010. Both Ombudsman terms of office finished 21st August 2013, but they were reinstated for another term of office each from 22nd August 2013These terms of office have been honoured and the role holders asked to continue within Freegle Ltd.
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This role is an annual appointment by the Board. At the end of their term of office, role holders are eligible to be appointed again immediately. If necessary, the Board can ask for recommendations for the role or approach individual candidates directlyThe Board will inform Freegle Central of the result of annual appointments.
  
The role is now an annual appointment.  Applications will be requested on Central and the Secretary will make a recommendation to Members to appoint.  At the end of their term of office, role holders are eligible to be appointed again immediately.
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An Ombudsman can cease to hold office before the end of their term, as described in the Named Role Holder Ending Term of Office Procedure.
  
An Ombudsman can cease to hold office before the end of the term, as described in the [[Named Role Holder Ending Term of Office Procedure]].
 
  
 
====Role====
 
====Role====
The purpose of this role is to oversee and run Appeals Panels and a Mediation Service.
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The purpose of this role is to act as final arbiter in the Complaints Procedure. This can be with the help of the Advisory Panel in exceptional circumstances.
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====Job Remit====
 
====Job Remit====
*Ensure that the Appeal Panel procedures are implemented, including:
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*Respond to and resolve all complaints referred to the Ombudsman email address, in compliance with the Complaints Procedure.
**Organising and maintaining a pool of potential panelists who will be available should an Appeals Panel need to be convened.
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*Ensure that the Advisory Panel procedures are implemented if needed, including organising and maintaining a pool of potential panellists who will be available should a Panel need to be convened, who will work within the remit for the Panel.
**Convening an Appeals Panel as required and acting without bias to support and chair Panel proceedings.
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*Communicate appropriately with the Board, Members and Central.
*Ensure that the Mediation Service procedures are implemented as required, including organising and maintaining a pool of potential mediators who will be available should a mediation service be required.
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*Produce an annual anonymised report for the AGM of complaints received and their resolution.
*Communicate appropriately with the Board, Members and Central
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*Maintain confidentiality of all parts of the complaint process.
*Maintain confidentiality of the.Appeals and Mediation proceedings as appropriate.
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====Working Practices====
 
====Working Practices====
The Ombudsmen will use private discussion methods to organise the confidential aspects of their roles.  
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Ombudsmen will use the Ombudsman mailbox as the prime place of communication between themselves, referrals and complainants.
  
 
They should ensure that they keep up to date with messages posted on Central and ensure the Ombudsman mailbox is checked regularly so they are aware of current topics, concerns and communications.
 
They should ensure that they keep up to date with messages posted on Central and ensure the Ombudsman mailbox is checked regularly so they are aware of current topics, concerns and communications.
  
If an Ombudsman is aware that they will be away from the Internet for a period of 48 hours or more, they should take all reasonable steps to advise the other Ombudsman and whether they are available for urgent communications by other means (e.g. telephone).
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If an Ombudsman is aware that they will be away from the Internet for a period of 4 days or more, they should take all reasonable steps to advise the other Ombudsman and info@ mailbox and whether they are available for urgent communications by other means (e.g. telephone).
  
 
Prolonged absence without prior notification will be dealt with under section 3 of the Named Role Ending Term of Office Procedures document.
 
Prolonged absence without prior notification will be dealt with under section 3 of the Named Role Ending Term of Office Procedures document.
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Any communication with members or volunteers, whether on Central or Working Groups or via email, should be clear if this is in the name of the Ombudsman.
  
Any communication with other members whether on Central or Working Groups should be explicit as to whether the Ombudsman is posting as the role holder or in a personal capacity.
 
  
 
====Links====
 
====Links====
 
*[[Advisory Panel Procedure]]
 
*[[Advisory Panel Procedure]]
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*[[Complaints Procedure]]
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*Mail address: ombudsman@ilovefreegle.org
 
*[[Glossary]]
 
*[[Glossary]]
 
*Amendments: [[Document Approval Policy]]
 
*Amendments: [[Document Approval Policy]]
 
*Previous Freegle UK document: Ombudsman and Ombudsman Job Remit
 
*Previous Freegle UK document: Ombudsman and Ombudsman Job Remit
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[[category:Policies, Procedures, Remits]]
 
[[category:Policies, Procedures, Remits]]

Revision as of 19:38, 14 July 2022

This document was adopted by the Board on 14th July 2022.


The role of Ombudsman is carried out by either one or up to an equal team of two. One Ombudsman will take the lead in each complaint process.

Appointment

This role is an annual appointment by the Board. At the end of their term of office, role holders are eligible to be appointed again immediately. If necessary, the Board can ask for recommendations for the role or approach individual candidates directly. The Board will inform Freegle Central of the result of annual appointments.

An Ombudsman can cease to hold office before the end of their term, as described in the Named Role Holder Ending Term of Office Procedure.


Role

The purpose of this role is to act as final arbiter in the Complaints Procedure. This can be with the help of the Advisory Panel in exceptional circumstances.


Job Remit

  • Respond to and resolve all complaints referred to the Ombudsman email address, in compliance with the Complaints Procedure.
  • Ensure that the Advisory Panel procedures are implemented if needed, including organising and maintaining a pool of potential panellists who will be available should a Panel need to be convened, who will work within the remit for the Panel.
  • Communicate appropriately with the Board, Members and Central.
  • Produce an annual anonymised report for the AGM of complaints received and their resolution.
  • Maintain confidentiality of all parts of the complaint process.


Working Practices

Ombudsmen will use the Ombudsman mailbox as the prime place of communication between themselves, referrals and complainants.

They should ensure that they keep up to date with messages posted on Central and ensure the Ombudsman mailbox is checked regularly so they are aware of current topics, concerns and communications.

If an Ombudsman is aware that they will be away from the Internet for a period of 4 days or more, they should take all reasonable steps to advise the other Ombudsman and info@ mailbox and whether they are available for urgent communications by other means (e.g. telephone).

Prolonged absence without prior notification will be dealt with under section 3 of the Named Role Ending Term of Office Procedures document. Any communication with members or volunteers, whether on Central or Working Groups or via email, should be clear if this is in the name of the Ombudsman.


Links