Ombudsman Staff Position Descriptions

[Robe]

Position Descriptions

The Ombudsman

Purpose
The Ombudsman has a extremly important role. Chosen by the Forum Community to represent their best interest, the Ombudsman is required to provide unbiased opinion and fair judgments on matters of conflict between Forum Users and the Moderators.

Authority
The Ombudsman, supported by Forum Admins, is granted the powers to fully investigate any relevant issues in a complaint.

Requirements
The Ombudsman needs to demonstrate patience when dealing with complainants and requires excellent communication and conflict resolution skills.

Respect
The Ombudsman is a leader within these forums and is therefore expected to communicate and relate with other staff and players in a respectful manner at all times. This extends to posts and messages on this forum and within the game concerning forum matters.

Seniority
The Ombudsman is the senior member within the Ombudsman staff.

Understudy

Purpose
The position of Ombudsman Understudy was created to provide an increased level of timely complaints resolutution for the Community.

Authority
The Understudy acts as the Ombudsman when he or she is unable to fulfill their duties for planned periods of 3 days or more, due to real issues such exams, illness, military service, vacations or work commitments.

Requirements
The Understudy needs to demonstrate patience when dealing with complainants and requires excellent communication and conflict resolution skills.

Respect
Ombudsman staff are leaders within these forums and are therefore expected to communicate and relate with other staff and players in a respectful manner at all times. This extends to posts and messages on this forum and within the game concerning forum matters.

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Logistics and Communication

Continuum of Decision Making
To ensure consistency in decision making, the Understudy will not overturn any decisions that the Ombudsman has made unless compelling new evidence becomes available and the complaint requires immediate attention.

Support
As required and on request by the Ombudsman, the Understudy will also provide advice about complaints and resolution management.

Rotation Times
The Understudy will undertake the full duties of the Ombudsman for
at least 5 days per month or 60 days per year.

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Recruitment and Tenure

Availability
Ombudsman staff need to ensure that complaints are managed in a timely manner. They also need to stay in tune with the politics and nuisances of the game. If a staff member is not available to carry out their duties for a set period of time, they are to notify the forum administrators and specify when they expect to be able to resume their duties.
Absences of over 30 days must be approved or risk automatic removal.

Rosters
The Ombudsman staff must arrange a handover between each other when they change roster. They must also notify who is the current on duty Ombudsman.

Recruiting Process
To provide open disclosure in regards to the Recruitment Process, the Forum Administrators will call for nominations for the role of Ombudsman and Understudy every 6 months within the main forum and a vote will be conducted with the Community to elect the Ombudsman and Understudy.

Performance Reviews
Confidential Performance Reviews for ombudsman staff will be conducted quarterly by the Forum Administrators in acordance with these job descriptions.

A timely review of will also be conducted if Administrators receive more than 3 serious complaints about a member of the ombudsman staff within a 30 day period.

Buck, Lore and Robe
Issued 25 Feb 08