Frequently Asked Questions Ombudsman

It's best to think of the Ombudsman as a last resort. We will try to help when other approaches have failed. If you have a complaint, first calmly discuss it with the person involved. In many cases, this action can resolve the problem or help you better understand the issue. When you have made a reasonable effort to resolve your problem through normal processes and it still is not resolved then contact the Ombudsman.

No, it does not. For OPM employees, you may work with our Office. You will be provided a current Acknowledgement Form for your signature which contains the timeframes you must meet to protect your rights.

An Ombudsman resolves disputes from a neutral, independent viewpoint. The Office of Personnel Management's (OPM) Ombudsman will informally conduct impartial fact-finding about your complaints or concerns, and ensure the agency is meeting its quality and timeliness standards, or as appropriate in certain individual cases, seek to bring about a mutually agreeable resolution. We will often recommend solutions, but we don't have the authority to impose or reverse decisions.

No, it does not. For OPM employees, during the informal process you may work with our Office up until a formal complaint is filed. You will be provided a current Acknowledgement Form for your signature which contains the timeframes you must meet to protect your rights.

An Ombudsman is a neutral party who confidentially, neutrally and independently prevents or resolves problems, complaints or issues brought to him/her by individuals or groups and brings about systemic change where needed. The title 'Ombuds' is often used as a gender-neutral substitute for 'Ombudsman'.

• 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.

We will treat you respectfully and courteously by listening to you. We will work with you to determine the best method of timely resolving your request for assistance and keep you informed of our progress.

There is no time limit for bringing an issue (s) to the Ombudsman. However, if you are a Federal employee and the matter you are bringing to OPM’s Ombudsman is covered by statutory, regulatory and/or administrative time frames, those timeframes do not stop because you have sought the help of the Ombudsman.