U.S. Office of Personnel Management - Recruiting, Retaining and Honoring a World-Class Workforce to Serve the American People

Welcome to the U.S. Office of Personnel Management’s (OPM) Ombudsman’s Website. In January 2010, OPM established the Ombudsman to provide a neutral, independent and confidential resource to review, identify, facilitate and timely resolve individual claims, concerns or complaints by OPM customers and employees. This website is an integral part of providing high quality service.

The Ombudsman’s office also provides an independent source of information to assist in identifying persistent, continuing or systemic concerns and issues that may merit attention, prevention, and resolution; assist in coordinating processes by which questions or concerns are addressed; provide anonymity to any party wishing to raise a workplace issue; facilitate recognition, prevention and resolution of workplace disputes without resorting to formal means of dispute resolution; and facilitate review of OPM processes or procedures which may impact OPM’s mission, workplace, or employee morale. The Ombudsman works by promoting and encouraging high-quality customer service and seeking continuous improvement by inviting customer involvement.

As you navigate our site, we encourage you to take note of What We Will Do and What We Will Not Do and to view our Charter [883 KB], which outlines the purpose, principles, and responsibilities of OPM's Ombudsman. Please take a few moments to read the Frequently Asked Questions (FAQs) and Values and Principles as they provide more useful information. We are here to help ensure the Office of Personnel Management provides prompt and effective service.

What We Will Do

• An Ombudsman is a neutral, independent and confidential resource that allows customers and employees to resolve disputes from a neutral, independent viewpoint.
• The Ombudsman remains free from control or interference of any OPM employee in carrying out their duties.
• The Ombudsman encourages open and effective communication between and among all OPM managers and employees, and our customers to discuss and resolve issues affecting OPM.
• The Ombudsman maintains the confidentiality of dispute resolution communications made by employees, including managers and supervisors, unless the party making the disclosure consents to disclosure or as required by law.
• The Ombudsman will consider all sides in an impartial and objective way.
• The Ombudsman will help develop fair solutions to complex and difficult problems.
• The Ombudsman will help raise and resolve issues of concern or complaints regarding the Agency meeting courtesy, service, and timeliness standards.

• The Ombudsman will not be your advocate.
• The Ombudsman will not automatically take your side in a complaint.
• The Ombudsman is not a deciding official.
• The Ombudsman will not direct a certain action be taken.
• The Ombudsman will not replace the appeal (statutory, regulatory and/or administrative) process for such actions as adjudication of retirement, court-ordered benefit cases, disputed health insurance claims, etc.