Abstract

This thesis examines the role of the Ombudsman as an independent and impartial mechanism for addressing complaints, resolving conflicts, and promoting accountability within organizations. It explores how ombudsmen function across institutional contexts—such as higher education, government, and corporate settings—to provide confidential, informal, and accessible pathways for dispute resolution.

The study analyzes key principles guiding Ombudsman practice, including neutrality, independence, confidentiality, and informality, and evaluates their effectiveness in fostering trust and organizational transparency. Through a review of relevant literature and case examples, the thesis highlights how Ombudsman offices contribute to early conflict resolution, reduce formal grievances, and support ethical decision-making.

Additionally, this research considers the challenges faced by Ombudsmen, including maintaining independence within organizational structures, managing power imbalances, and addressing systemic issues while preserving confidentiality. The findings suggest that a well-structured Ombudsman function enhances organizational justice, improves communication, and strengthens institutional integrity.

Overall, this thesis underscores the importance of the Ombudsman as a vital resource for conflict management and organizational improvement, offering recommendations for strengthening the role and impact of Ombudsman practices in contemporary institutions.

Keywords

ombudsman, social work, human rights, vulnerable populations

Document Type

Thesis

Year of Completion

2026

Major

Master of Science

Advisor

Dr. Joanne Rees, Ph.D.

Academic Department

Interdisciplinary Educational Studies

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