Frequently Asked Questions

What is an ombuds (also known as an ombudsman or ombudsperson)?

An ombuds is a person who provides confidential, impartial, informal assistance to all workforce members who have concerns, conflicts, complaints or disputes arising from or affecting their work or studies at The University of Texas M. D. Anderson Cancer Center. The primary goal of the ombuds is to enhance one's ability to deal effectively with a given situation and to seek a timely, fair and equitable resolution. The Ombuds Office provides an alternate channel that supplements exisiting resources. The ombudsperson does not have decision-making authority, but strives to facilitate positive outcomes for all parties.

Since the ombuds staff are employed by The University of Texas M. D. Anderson Cancer Center, are they more responsive to the needs of the administration?

The Ombuds Office is a designated neutral and independent office, not part of the management chain-of-command at M. D. Anderson. The Office reports to the president, but maintains neutrality and confidentiality. The ombudsperson is an advocate for fairness. No sides are taken as to who is “right" or "wrong.” The ombuds works to deliver the most informed options to resolve problems.

What are some common problems people present to the ombuds?

Any type of conflict in the workplace that an objective third party could clarify or mediate is appropriate. Employees often come to the Ombuds Office to discuss interpersonal misunderstandings, feelings of abuse of power or disagreements about policy, procedure or career concerns. People often visit the Ombuds Office when they are not sure where to go, or where to seek guidance, or how to address the problem, or what options are available. The Ombuds Office is a good place to discuss a sensitive question or issue. For example:

• Difficult work relationships
• Perceived unfair treatment
• Management problems

What about confidentiality?

Confidentiality is respected and protected so that individuals can freely clarify their problems without fear of retribution or loss of standing with friends, peers or supervisor. For this reason, confidentiality is assured to the extent of the law. No disclosure is made without the knowledge and consent of the person seeking assistance from the Ombuds Office. The identity of who visits the office or the contents of confidential communications is not revealed. The only exception is when the Ombuds Office determines there is imminent risk of serious harm or injury.

To whom does the ombuds report, and what is reported?

The Ombuds Office reports to the president of the institution. Ombuds Office activities, program strategies and needed resources are discussed with the president, but no identifying information regarding who visits the office or the nature of specific issues are ever given to the president.

What type of records does the M. D. Anderson Ombuds Program office keep?

The M. D. Anderson Ombuds Office does not keep permanent records of confidential communications. It does keep summary statistical information, without names or departmental affiliation, to report general trends and program utilization. Office personnel may keep informal notes while working with you, but these notes are routinely destroyed upon completion of a matter.

Is it safe to send e-mails to the Ombuds Office?

If you send email to the Ombuds Office, there is always a degree of risk that it will be seen by others. You should never rely upon e-mail as a resource for confidential communications. We prefer that you contact us by telephone or schedule an appointment.

If I discuss harassment or other legal issues in the Ombuds Office, does that constitute “Official Notice” to M. D. Anderson Cancer Center?

Due to the confidential, neutral, independent and informal nature of the Ombuds Office, communication with this office does not place M. D. Anderson on “Official Notice” of any claim you may have.  We will advise you of your options to give notice to the institution.

May I take time off during work to see an Ombuds? 

If you visit the Ombuds Office during your scheduled work hours, you must follow your departmental guidelines for being away from your workstation - including informing your supervisor. However, the Ombuds Office recognizes that there are times when you don't want anyone to know about a visit the Ombuds Office. Since it's a confidential resource, we will make every effort to see people during lunch hours or before or after work. The Ombuds Office staff is also available by appointment to see employees who work on different shifts.

How is the Ombuds Office different from other institutional services for employees?

The main difference resides in confidentiality and neutrality.

• View a comparison of institutional services (pdf)

If I go to the Ombuds Office, will I still be able to use other institutional resources to address my concern?

Yes, you may use the Ombuds Office before or after using other resources. Due to our confidentiality, you should consider using this office first.

• View a chart showing dispute resolution pathways (pdf)

Will the ombuds represent me or advocate for my interests?

The ombuds is a neutral and independent resource rather than an advocate. It is not a substitute for anyone’s lawyer, representative or counselor. It does not serve as a channel to place the institution on notice of any claims. Important rights may be affected when formal action is initiated and when the institution is given notice of claims. While working with the ombuds may effectively address your concerns or problem, you may wish to consult with a lawyer or other appropriate resource to determine whether you should take other action to protect any legal rights you may have.

How can I use the Ombuds Office if I work in Bastrop or Smithville?

We visit the Smithville and Bastrop campuses on a regular basis (usually quarterly) and all employees are informed about those dates and how to make an appointment. More urgent issues can be discussed by telephone (toll-free 866-610-7841).