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An official website of the United States Government.

Our Ombudsman Tips & Checklist

 

Overview

The U. S. Office of Personnel Management's (OPM) Ombudsman was established in January 2010. The Ombudsman is a neutral, independent and confidential resource who is committed to helping our external customers and employees timely resolve individual claims, concerns or complaints. The Ombudsman works by promoting and encouraging high-quality customer service and seeking continuous improvement by inviting customer involvement.

The Ombudsman also provides other services which are listed in the Charter found at our principles page.

Tips

Our Tips Sheet provides our customers with some useful suggestions. We encourage you to take a few moments and review the Tips Sheet. We believe it will help you provide us with information we may need to expedite responding to your request.

Checklist

Our Preparation Checklist provides you with a helpful means of gathering and organizing any information you may have to be prepared to provide to OPM.

Tips

The Office of Personnel Management (OPM) services over 2.4 million retirees, job applicants, over 2 million Federal employees, almost 9 million people covered by the Federal Employees Health Benefits Program, veterans and the rest of the American public.

  • Focus on what you need from OPM. When you contact OPM it is helpful if you focus on what the issue is and how we can help you, e.g., I have not received my annuity check, I work for the Federal government and cannot get an answer to ..., I have applied for a Federal position and ...
  • Each organization (Government, private, public) has its own "language" and abbreviations. Please let us know what your acronyms and abbreviations mean.
  • Write clearly and concisely. Please be specific and convey the detail of any incident and articulate your concerns in a clear and concise manner. Write down the facts in a logical order and stick to what is relevant. Remember to include important details like your Civil Service (CSA, CSI, CSF, etc.) number, if you are a retiree, survivor annuitant, or former spouse. Put these details at the top of the communication.
  • Keep a record of events. If you speak with someone on the telephone, make a note of whom you speak to, the date, the time, and what was said. If you use the mail (either regular postal mail or email), keep a copy and of any replies you receive.
  • Keep the documents. Retain the original of all documents, letters, emails etc., regarding your concern. Provide copies of originals only if you are asked for them and send it to OPM with a service that allows you to get a receipt.
  • Remember that OPM needs a reasonable amount of time to respond. Ask, if you are not told, when you can expect a response. Be sure to tell the person how you prefer to be contacted.
  • Contact Information. Go to Contact for contact information.

Checklist

Note:

This Checklist can help you organize your information before you contact our office. Having the appropriate information readily available will help expedite your request for assistance.

Please print out for your personal use.

CheckItemYour Notes
  Be prepared to give us basic contact information such as your full name, street address, city, state and zip code, email address, home phone number (including area code), cell phone number (including area code), preferred contact method (e.g., home phone, cell phone, email, regular postal mail).  
  If you are a current Federal employee:  
  Be prepared to provide your current Federal agency, i.e. Department, Agency, and subcomponent.  
  Be prepared to provide the names, telephone numbers, email addresses, and dates, (if the specific dates are not known, an estimate of when), and the name of whom you have attempted to resolve the problem with in your Federal agency. Also be prepared to provide the component of the Agency in which that person works, e.g., Departmental Human Resources.  
  Be prepared to provide information about any previous communications with someone at OPM such as their name, when it was (if the specific date is not known, an estimate of when) telephone number, and, if known, email address that individual can be reached.  
  Be prepared to share with us what was offered as a resolution and why that did not resolve the problem.  
  Be prepared to share with OPM specifically what resolution you want and need. Please be specific.  
  If you are a retired Federal employee, survivor annuitant, or former spouse:  
  Have your Civil Service number (i.e., CSA, CSI, CSF, etc.) available.  
  Be prepared to provide information about any previous communications with someone at OPM such as their name, when it was (if the specific date is not known, an estimate of when) telephone number, and, if known, email address that individual can be reached.  
  Be prepared to provide information on what you were told based on that communication and why that isn't resolving the problem.  
  Prepare a list of others you may have spoken with and when (if you do not know the specific date, an estimate of when), telephone number, and at what email address those individuals can be reached.  
  Make copies of all documents you may have to support your request for assistance. Be prepared to provide information regarding the possession of these documents within OPM and who may have them.  
  If you are not a current Federal employee or retired Federal employee, list what subject matter you are contacting OPM about. For example, veteran employment, hiring process, etc. Please be as specific as you can.  
  Be prepared to provide information about any previous communications with someone at OPM such as their name, when it was (if the specific date is not known, an estimate of when) telephone number, and, if known, email address that individual can be reached.  
  Be prepared to provide information on what you were told based on that communication and why that isn't resolving the problem.  
  Be prepared to share what specific assistance you need from OPM.