What is the Café Ombudsman?

Merriam-Webster defines an ombudsman as follows: "one that investigates reported complaints (as from students or consumers), reports findings, and helps to achieve equitable settlements."

According to the patron-developed description of the position (as developed primarily in {Cafe_Improvements_and_Feedback.24.718}), the duties and responsibilities of the Café Ombudsman include the following:

• Acting as an investigator of grievances against Management and recommending actions to be taken or modified by Hosts or the Café Board;
• Responding to complaints in a timely manner;
• and
• Preparing quarterly reports on complaints and their dispositions.

The Ombudsman may also conduct examinations on Café operations and make recommendations on his/her own initiative.

Cool! How did we get the Ombudsman?

Via a vote by the Café patrons.

So all complaints go to the Ombudsman now?

Hopefully not! Patrons are still free to contact Hosts directly or use one of the New Café forums for feedback, just as in the past. But now the Ombudsman gives them another alternative.

So I'll write to the Ombudsman, and they'll do what I ask, right?

Well, it's not quite that easy. The Ombudsman is only empowered to advise. And Management is still free to make whatever decisions it wants.

Additionally, while the Ombudsman is often seen as a patron advocate, that doesn't mean that the Ombudsman would do whatever any individual says, even if he/she had the power. If you're acting like a bonehead, the Ombudsman best serves your interests by advising you to pursue an alternative course.

Shoot! What good is an Ombudsman, then?

While Management doesn't have to follow the Ombudsman's advice, Management has promised to collaborate fully with the Ombudsman to resolve difficulties.

And the Ombudsman provides a valuable third-party perspective, from someone who isn't entrenched in an ongoing battle. The Ombudsman was specifically chosen by the patrons to help resolve complaints.

Besides, what do you have to lose?

Hmmmm ... you're right. How do I contact the Ombudsman?

You can post a message in the {Ombudsman} forum, or e-mail the Ombudsman at CafeOmbuds@gmail.com.

If you do present a complaint to the Ombudsman, please describe the nature of your complaint, any efforts you have taken (if any) to resolve the situation on your own, and your desired outcome. If you have links or other evidence to provide, that would also be helpful. The more information the Ombudsman has, the more likely he/she can provide a satisfactory outcome.

The Ombudsman can employ a variety of tools, depending on the situation, such as public discussion, e-mail, or a private forum. If you wish certain information to be kept confidential, please also inform the Ombudsman of that at the time.

What if I don't like the job the Ombudsman is doing?

Let the Ombudsman know! Alternatively, you could write to Management or post in a feedback forum.

And if you're really dissatisfied, vote the bum out in the next Ombudsman election. Elections are held yearly.