| Independence, Confidentiality, Impartiality
An Ombudsman is a designated neutral placed outside of the normal management channels to help staff address workplace-related issues in a safe and confidential environment. The services are a supplement to regular channels, should a staff member feel the need to talk with someone who is independent and confidential.
The objective of our services is to help staff find ways and options to address concerns that they are either reluctant or uncertain as to how to raise within regular channels.
Under our internal Staff Rules and in keeping with professional standards, the Bank guarantees the confidentiality of our services. Ombuds Services does not divulge any information that might reveal a staff member's identity, unless authorized by that individual (except if there appears to be imminent threat of serious harm to life). We keep no formal records for the Bank.
An Ombudsman does not make decisions, create or change policy, nor mandate actions. An Ombudsman may make recommendations, review materials and/or speak with anyone in the organization to facilitate a solution to a problem. The staff member remains in full control of any actions to be taken that would be specific to her/him.
The Ombudsman is independent from the management structure, but has access in performing his/her work to any part of the Bank.
The Ombudsman is impartial and does not serve as an advocate for a particular point of view or for any of the parties. However, we strive for a fair solution to the issue and for the observance of due process.
Because we provide confidentiality, we do not conduct formal investigations. Should this seem needed, the Ombudsman can help staff identify and refer the concern to the appropriate places in the Bank for formal investigation and/or documentation.
Formal Grievance Procedure
If the situation is still not resolved to the staff member's satisfaction, an Ombudsman can help the staff member think through the formal options s/he might pursue. The Ombudsman does not normally intervene in a case once a decision has been made to present it to the Appeals Committee, but advice and consultation is always available anytime before an Appeal is filed.
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