Often, visitors come into my office and say: “This is not right, I want someone to know about this.” To avoid any confusion, I always take care to reply: “Yes, the ombud will know about this, but NOT the Organization.”

This is all about the Ombud’s code of ethics fourth principle – informality –, and I would like to return with you today to what this key principle means and how it serves my visitors.

A synonym of “informality” could be “off the record”. Whereas I, as CERN Ombud, will help you navigate through the options available for resolving issues or concerns and provide information on the administrative processes you may choose to initiate, I will not take part in any of those processes, neither will I conduct any investigation nor advocate for you.

Once you decide, as a result of a conflictual situation, to initiate a formal process, I can no longer be part of this process.

Although I will provide – where appropriate - valuable anonymised input to the services in charge of reviewing the Organization’s policies, I will not take part in the process of drafting these policies.

By staying away from the formal processes, I help you keep control over the issues and concerns that bring you to my office.

Very importantly, to preserve my ability to stay informal, I keep no formal records in the Ombud’s office and will destroy any notes I might have taken during our conversations.

The Ombud’s principle of informality holds several benefits for you, as a visitor:

• You have the possibility to determine your own outcomes rather than end up in a lose-win situation.
• An informal process will require you significantly less time and energy than a formal administrative process.
• Whether in joint or separate meetings, you have the opportunity to evenly balance the level of power between you and the other party involved, as everyone has an equal voice in the Ombud’s office.
• The Ombud will help you gain confidence to conduct difficult conversations and advocate for yourself.
• If your chosen resolution path does not work, the Ombud stays available for follow–ups. If you wish, and when appropriate, I can suggest other options, including bringing the issue to the Management’s attention, without breaking confidentiality.
• If you are new at CERN, and in need of help, you will gain confidence on how to navigate the Organization and where to find support.
• Last but not least, by using informal conflict resolution, there is a possibility, through mediation, that you may actually strengthen the relationship with the other party involved, rather than worsen it.

Because a visit to the Ombud is informal, you will remain in the driver’s seat and will determine your own path towards the resolution of the conflict.

Laure Esteveny

This article is inspired by the excellent resources available on the International Ombudsman Association website.

I want to hear from you – feel free to email ombud@cern.ch with any feedback or suggestions for topics you’d like me to address.