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Ombudsman Selection Process. . . SolicitationAppointmentIndoctrination TrainingCORE TrainingMaintenance. Becoming an Ombudsman. EligibilityAppointment. CORE Ombudsman Training Module 1 Role of a Unit Ombudsman. Role of a Unit Ombudsman. LiaisonCommand AdvisorFamily Resource. . Responsibili

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    1. Welcome to Ombudsman CORE Training

    2. Ombudsman Selection Process Solicitation-Interview, Role, Expectations, Communication (Program support ($),Verification of service hours, 1:1, email, hard copy) Appointment-Letter of introduction to crew or staff. Ombudsman welcome letter to include bio and opt out option with signature required Indoctrination Training-1:1 with Ombudsman Coordinator within 3 weeks of appointment – in person or by phone. To include; Handbook/Instruction, Confidentiality Agreement, Work Life Hard Copy Information – Managers and their programs, AOR resources – availability, POC and phone numbers, websites as applicable/available, Volunteer Service Hours/Referral Tally Monthly Report CORE Training-Small group training done with the Ombudsman Coordinator or Trainer Maintenance- Monthly, quarterly, as needed with Ombudsman Coordinator or Trainer Solicitation-Interview, Role, Expectations, Communication (Program support ($),Verification of service hours, 1:1, email, hard copy) Appointment-Letter of introduction to crew or staff. Ombudsman welcome letter to include bio and opt out option with signature required Indoctrination Training-1:1 with Ombudsman Coordinator within 3 weeks of appointment – in person or by phone. To include; Handbook/Instruction, Confidentiality Agreement, Work Life Hard Copy Information – Managers and their programs, AOR resources – availability, POC and phone numbers, websites as applicable/available, Volunteer Service Hours/Referral Tally Monthly Report CORE Training-Small group training done with the Ombudsman Coordinator or Trainer Maintenance- Monthly, quarterly, as needed with Ombudsman Coordinator or Trainer

    3. Becoming an Ombudsman Eligibility Appointment

    4. CORE Ombudsman Training Module 1 Role of a Unit Ombudsman Reports directly to Command. Ombudsmen program belongs to the Command. Keep all issues within the Chain of Command Maintain confidentiality AT ALL TIME, only exception is mandated reporting Mandated to report: family violence or neglect threats of suicide, homicide, violence or life endangering situations DO NOT INTERVENE in any of the above situations. Contact the Command and appropriate authorities. If immediate intervention is necessary call your local emergency services (police, fire, ambulance) Ombudsmen is a communications like Maintain resource files Advocate for Work Life programs and events May serve as a Command Representative at Command request May include communications to Welcome New Families Reports directly to Command. Ombudsmen program belongs to the Command. Keep all issues within the Chain of Command Maintain confidentiality AT ALL TIME, only exception is mandated reporting Mandated to report: family violence or neglect threats of suicide, homicide, violence or life endangering situations DO NOT INTERVENE in any of the above situations. Contact the Command and appropriate authorities. If immediate intervention is necessary call your local emergency services (police, fire, ambulance) Ombudsmen is a communications like Maintain resource files Advocate for Work Life programs and events May serve as a Command Representative at Command request May include communications to Welcome New Families

    5. Role of a Unit Ombudsman Liaison Command Advisor Family Resource Liaison- “Communication Hub”. Communication flows through the Ombudsman from the Command to Dependents, from Dependents to Command. Command Advisor-Ombudsman can advise command of dependent issues and concerns. Preschool at Hickam AFB example. Resource for Referrals – Commandant Instruction, Pg. 3, #4 Highlight, underline “Provide information about available resources by referring family members to appropriate service providers in an effort to promote self-reliance”. Liaison- “Communication Hub”. Communication flows through the Ombudsman from the Command to Dependents, from Dependents to Command. Command Advisor-Ombudsman can advise command of dependent issues and concerns. Preschool at Hickam AFB example. Resource for Referrals – Commandant Instruction, Pg. 3, #4 Highlight, underline “Provide information about available resources by referring family members to appropriate service providers in an effort to promote self-reliance”.

    6. Responsibilities of a Unit Ombudsman Report to CO or POC Keep issues within the Chain of Command Confidentiality Mandated Reporting -Routine Reporting Communication link Ombudsman Handbook Report to Commanding Officer or designated POC – Handbook, Ch. 2, Pg.2. Confidentiality – Advise dependents of your confidentiality requirements and exceptions. Paste the requirements on your Phone list or near a phone to recite word for word to ensure accuracy. Advocate for the Chaplain Services and EAP. Mandated Reporting – reports of suspected and/or substantiated family violence, neglect, suicide, homicide, violence or life endangering situations. Report to the Command with all the specifics, and the appropriate Work Life Manager or Supervisor. In an emergency call 9-1-1. Command Reportable – Everything is reported to the command but in two different ways. For a mandated reportable situation, ALL identifying information is given. For all other situations, only non-identifying information is given (types and number of referrals). The Ombudsman will not follow-up or be included any further in the case. Do not follow-up with member, Command or Work Life staff. If you are requested by a member of Work Life to follow up on an incident contact the Ombudsmen Coordinator immediately. Be aware that some Command and program managers may not be aware that Ombudsman are not to intervene in any mandated reporting situation. Refer to instruction or Ombudsman Coordinator.Ombudsman Handbook Report to Commanding Officer or designated POC – Handbook, Ch. 2, Pg.2. Confidentiality – Advise dependents of your confidentiality requirements and exceptions. Paste the requirements on your Phone list or near a phone to recite word for word to ensure accuracy. Advocate for the Chaplain Services and EAP. Mandated Reporting – reports of suspected and/or substantiated family violence, neglect, suicide, homicide, violence or life endangering situations. Report to the Command with all the specifics, and the appropriate Work Life Manager or Supervisor. In an emergency call 9-1-1. Command Reportable – Everything is reported to the command but in two different ways. For a mandated reportable situation, ALL identifying information is given. For all other situations, only non-identifying information is given (types and number of referrals). The Ombudsman will not follow-up or be included any further in the case. Do not follow-up with member, Command or Work Life staff. If you are requested by a member of Work Life to follow up on an incident contact the Ombudsmen Coordinator immediately. Be aware that some Command and program managers may not be aware that Ombudsman are not to intervene in any mandated reporting situation. Refer to instruction or Ombudsman Coordinator.

    7. Responsibilities of a Unit Ombudsman Maintain Resource Binder Work-Life Advocate Command Representative Welcome New Families Act within scope of appointed responsibilities Work Life Advocate – Ombudsman Handbook, Ch. 2, Pg. XX. Maintain a current Resource File with Program Managers names, contact information and programs offered. Provide program information in “welcome packet”, newsletters, predeployment information. Work Life staff should be on your “quick list” of referral numbers. Ethics – Ombudsman Handbook, Chapter 3, Pg. XX. Support the Command’s mission and policies. Always work within the chain of command- Only communicate with your “link” in the chain. The command will redirect as needed. Maintain Confidentiality. Meet the standards of professionalism – Appropriate attire and manner Work Life Advocate – Ombudsman Handbook, Ch. 2, Pg. XX. Maintain a current Resource File with Program Managers names, contact information and programs offered. Provide program information in “welcome packet”, newsletters, predeployment information. Work Life staff should be on your “quick list” of referral numbers. Ethics – Ombudsman Handbook, Chapter 3, Pg. XX. Support the Command’s mission and policies. Always work within the chain of command- Only communicate with your “link” in the chain. The command will redirect as needed. Maintain Confidentiality. Meet the standards of professionalism – Appropriate attire and manner

    8. Responsibilities of a Unit Ombudsman Roster Disaster preparedness Personal Emergency NOT RESPONSIBILITIES Command Representative – Ombudsman Handbook, Ch. 2, Pg. XX. Representative to dependents, on behalf of the command. Professionalism – Ombudsman Handbook, Ch. 3, Pg. XX. Continuing Education/Training. Abide by all instruction and command directives. Maintain objectivity to avoid personal attacks. Be aware of perception. Maintain professional standards while performing duties. Use professional courtesy when addressing civilian and military personnel in the performance of your duties.Command Representative – Ombudsman Handbook, Ch. 2, Pg. XX. Representative to dependents, on behalf of the command. Professionalism – Ombudsman Handbook, Ch. 3, Pg. XX. Continuing Education/Training. Abide by all instruction and command directives. Maintain objectivity to avoid personal attacks. Be aware of perception. Maintain professional standards while performing duties. Use professional courtesy when addressing civilian and military personnel in the performance of your duties.

    9. Responsibilities of a Unit Ombudsman Resignation Command notification Resignation letter Aide in search Turn over resource files Letter of recommendation Promote Self-Reliance – Ombudsman Handbook, Chapter 8 Identify resources in your AOR. Gather the information including contact information and applicable services. Organize the information for easy access. Update the information to ensure information is still correct. Resignation – Ombudsman Handbook, Chapter 2, Pg. XX. Notify the Command, don’t assume they know you received orders. Submit a written resignation letter. If requested, assist the Command is finding a replacement. Make an announcement, advertise in the newsletter, ask around. The Command will make the final decision but may or may not request your input. Turn over resource files, but not confidential call logs or information regarding family situations. Request a letter of recommendation. Promote Self-Reliance – Ombudsman Handbook, Chapter 8 Identify resources in your AOR. Gather the information including contact information and applicable services. Organize the information for easy access. Update the information to ensure information is still correct. Resignation – Ombudsman Handbook, Chapter 2, Pg. XX. Notify the Command, don’t assume they know you received orders. Submit a written resignation letter. If requested, assist the Command is finding a replacement. Make an announcement, advertise in the newsletter, ask around. The Command will make the final decision but may or may not request your input. Turn over resource files, but not confidential call logs or information regarding family situations. Request a letter of recommendation.

    10. Responsibilities of a Unit Ombudsman Ethics Support the Command Work within the Chain of Command Maintain Confidentiality Meet the Standards of Professionalism

    11. Responsibilities of a Unit Ombudsman Professionalism Specialty Training Respecting the Role Separating Personal life from position Role Model Professional Courtesy

    12. CORE Ombudsman Training Module 2 Commandant Instruction 1750.4D

    13. Commandant Instruction Ombudsman Program Unit Ombudsman Responsibilities Commandant Instruction, Pg. 9 Serve as a liaison – “Communication Hub” 2. Work within the scope of Instruction – breach creates a liability and reduces the credibility of the Ombudsman program. A breach also voids coverage by the Volunteer Protection Act. 3. Resource Referral for families. If you don’t have the information, tell the dependent you will find it out and call them back with a specified amount of time – research and/or call the Ombudsman Coordinator. 4. Compile monthly reports for Command and Ombudsman Coordinator. 5. Report Special Needs Referrals to Work Life Program Manager. Do not include identifying information, only that a referral was made. May include in monthly service hours report. 6. Compile, maintain, and update a resource file. Include POC, contact information and location of agency. 7. Maintain and update the unit roster. If you utilize a phone tree, ensure volunteers understand the Privacy act. If utilizing a email newsletter use the blind copy function. 8. Distribute a newsletter with command approval. Discuss distribution and expenses with the command. Ombudsman Handbook, Ch. 2, Pg. XX. 9. Promote family readiness. Distribute a Welcome Packet to new families with AOR information. Participate in predeployment seminars. Include preparedness information and resources in newsletters and trainings. 10. Be a Command Advisor. Compile concerns and report directly to your “link” in the chain of command. Arrange these meetings as designated by the command, i.e. email, phone, meeting, monthly reporting. 11. Mandated Reporting – Report to Command, appropriate Work Life Manager. In an emergency, call 9-1-1. Mandated Reporting – Report to Command, appropriate Work Life Manager. In an emergency, call 9-1-1. 13. Do not apply professional counseling skills to Ombudsman duties. Remember to operate within the scope of this instruction. Remember the role of the Ombudsman is to promote self-reliance. 14. Monthly reporting to the Command will not include identifying information. 15. Ensure confidentiality of information from family members. Do not pass non-mandated information to the Command or other servicing personnel, even if requested. Utilize Instruction to educate servicing personnel. 16. Attend annual training. Constant evolution of the mission and units will merit continuing education and training. Be prepared to attend or participate in maintenance training. 17. Keep expense logs and receipts for reimbursement. File forms timely. 18. At direction, represent the Command at functions and on committees. Representing the command may include sitting on boards, committees or attending events in the commands absence. Maintain professional standards and present as directed by the Command. 19. Serve on an Ombudsman Program Advisory Committee. 20. Promote interagency cooperation and information sharing. Contact other DOD services and be available for contact.Serve as a liaison – “Communication Hub” 2. Work within the scope of Instruction – breach creates a liability and reduces the credibility of the Ombudsman program. A breach also voids coverage by the Volunteer Protection Act. 3. Resource Referral for families. If you don’t have the information, tell the dependent you will find it out and call them back with a specified amount of time – research and/or call the Ombudsman Coordinator. 4. Compile monthly reports for Command and Ombudsman Coordinator. 5. Report Special Needs Referrals to Work Life Program Manager. Do not include identifying information, only that a referral was made. May include in monthly service hours report. 6. Compile, maintain, and update a resource file. Include POC, contact information and location of agency. 7. Maintain and update the unit roster. If you utilize a phone tree, ensure volunteers understand the Privacy act. If utilizing a email newsletter use the blind copy function. 8. Distribute a newsletter with command approval. Discuss distribution and expenses with the command. Ombudsman Handbook, Ch. 2, Pg. XX. 9. Promote family readiness. Distribute a Welcome Packet to new families with AOR information. Participate in predeployment seminars. Include preparedness information and resources in newsletters and trainings. 10. Be a Command Advisor. Compile concerns and report directly to your “link” in the chain of command. Arrange these meetings as designated by the command, i.e. email, phone, meeting, monthly reporting. 11. Mandated Reporting – Report to Command, appropriate Work Life Manager. In an emergency, call 9-1-1. Mandated Reporting – Report to Command, appropriate Work Life Manager. In an emergency, call 9-1-1. 13. Do not apply professional counseling skills to Ombudsman duties. Remember to operate within the scope of this instruction. Remember the role of the Ombudsman is to promote self-reliance. 14. Monthly reporting to the Command will not include identifying information. 15. Ensure confidentiality of information from family members. Do not pass non-mandated information to the Command or other servicing personnel, even if requested. Utilize Instruction to educate servicing personnel. 16. Attend annual training. Constant evolution of the mission and units will merit continuing education and training. Be prepared to attend or participate in maintenance training. 17. Keep expense logs and receipts for reimbursement. File forms timely. 18. At direction, represent the Command at functions and on committees. Representing the command may include sitting on boards, committees or attending events in the commands absence. Maintain professional standards and present as directed by the Command. 19. Serve on an Ombudsman Program Advisory Committee. 20. Promote interagency cooperation and information sharing. Contact other DOD services and be available for contact.

    14. Commandant Instruction Ombudsman Program Ombudsman Service Hours Commandant Instruction, Page 12 Volunteer Service Hours Referral Tally Report to Ombudsman Coordinator and CO/OINC by 10th of the Month Reports forwarded to HQ for analysis Ombudsman Service Hours- (refer to example form). Record volunteer service hours in quarter hour segments by date and category. Ombudsman Referral Tally – record the number and types of routine referrals given, no identifying information given. In addition to mandated reporting. Reports will be sent to the command via hard copy or email (as command directed) and to the Ombudsman Coordinator (Mr. Dave Sweeney). The report to the Command will be approved and filed for the unit records. The report to the Ombudsman Coordinator will be forwarded to HQ for trend analysis and program “marketing”. Ombudsman Service Hours- (refer to example form). Record volunteer service hours in quarter hour segments by date and category. Ombudsman Referral Tally – record the number and types of routine referrals given, no identifying information given. In addition to mandated reporting. Reports will be sent to the command via hard copy or email (as command directed) and to the Ombudsman Coordinator (Mr. Dave Sweeney). The report to the Command will be approved and filed for the unit records. The report to the Ombudsman Coordinator will be forwarded to HQ for trend analysis and program “marketing”.

    16. Commandant Instruction Ombudsman Program Program Support Commandant Instruction, Pg. 13 Command Approval Keep Receipts and Records File timely Serving as a unit Ombudsman does not mean you should incur out of pocket expenses. Meet with your Command beforehand to discuss out expenses will be met, i.e. supplies from the storekeeper, monthly expense report to be filed for reimbursement, services through the servicing unit or ISC. In your service of your duties the following are allowable reimbursable items, with prior command approval; childcare, mileage, parking, tolls, travel expenses for training, conferences, and other approved events. At their discretion, the command can provide communication equipment to facilitate an ombudsman. Newsletter expenses are covered by the unit but discuss with the Command how these expenses will be met. The Command may provide the necessary materials ahead of time or may reimburse the Ombudsman for expenses incurred. Invitational orders will authorize travel for the Ombudsman and the included reimbursable expenses. The unit will provide or reimburse administrative/office supplies for the Ombudsman – discuss with Command. In the case of reimbursable expenses, file all receipts and records. File claims timely to ensure payment.Serving as a unit Ombudsman does not mean you should incur out of pocket expenses. Meet with your Command beforehand to discuss out expenses will be met, i.e. supplies from the storekeeper, monthly expense report to be filed for reimbursement, services through the servicing unit or ISC. In your service of your duties the following are allowable reimbursable items, with prior command approval; childcare, mileage, parking, tolls, travel expenses for training, conferences, and other approved events. At their discretion, the command can provide communication equipment to facilitate an ombudsman. Newsletter expenses are covered by the unit but discuss with the Command how these expenses will be met. The Command may provide the necessary materials ahead of time or may reimburse the Ombudsman for expenses incurred. Invitational orders will authorize travel for the Ombudsman and the included reimbursable expenses. The unit will provide or reimburse administrative/office supplies for the Ombudsman – discuss with Command. In the case of reimbursable expenses, file all receipts and records. File claims timely to ensure payment.

    17. Commandant Instruction Ombudsman Program Ombudsman Program Advisory Committee Commandant Instruction, Enclosure (2) Effective when several Commands are in a close geographic area like an ISC or Sector. Sponsorship – An Ombudsman can request their Command to sponsor the OPAC. Membership – Membership is open to all appointed Ombudsman in the AOR and extended invitation will be made to; Active duty members, Reservists, Auxillarists, Retirees, Civilians, and Command members. Funding – Reimbursement only for appointed Ombudsman with written approval for reimbursement from the Command. Responsibilities – Identify, discuss and make recommendations on submitted issues. These recommendations will improve the Ombudsman program and Command relations. The OPAC will also serve as a mentor program to provide support for new Ombudsman, and Ombudsman and evolving unit missions. A report of each meeting will be made and submitted to the sponsoring Command. Sponsorship – An Ombudsman can request their Command to sponsor the OPAC. Membership – Membership is open to all appointed Ombudsman in the AOR and extended invitation will be made to; Active duty members, Reservists, Auxillarists, Retirees, Civilians, and Command members. Funding – Reimbursement only for appointed Ombudsman with written approval for reimbursement from the Command. Responsibilities – Identify, discuss and make recommendations on submitted issues. These recommendations will improve the Ombudsman program and Command relations. The OPAC will also serve as a mentor program to provide support for new Ombudsman, and Ombudsman and evolving unit missions. A report of each meeting will be made and submitted to the sponsoring Command.

    18. CORE Ombudsman Training Module 3 Communications Communications Vital part of your role as Ombudsman Miscommunications lead to bigger problems You are the link command to families/families to command Communications Vital part of your role as Ombudsman Miscommunications lead to bigger problems You are the link command to families/families to command

    19. Communications Communications has required parts Sender – puts out the message – verbal/non-verbal Message – thought, idea, information Receiver – receives message what receiver gets may not be intended message Feedback – 2 way conversation Two types Verbal Written Issues Language differences levels of communication Psychological state Environment Stereotypes Distorted Focus Jumping to Conclusions Formulating responses in your mind Listening ExerciseCommunications has required parts Sender – puts out the message – verbal/non-verbal Message – thought, idea, information Receiver – receives message what receiver gets may not be intended message Feedback – 2 way conversation Two types Verbal Written Issues Language differences levels of communication Psychological state Environment Stereotypes Distorted Focus Jumping to Conclusions Formulating responses in your mind Listening Exercise

    20. Effective Communications Active Listening Barriers Preconceived notions “wants” “needs” Information Overload Preoccupation Perceptions Preconceived notions personality conflicts past history “been there, done that, know it all” “wants” “needs” not really listening picking up on what you want or think you need to hear Information Overload story telling tangents Preoccupation other things going on around you distractions of life Perceptions the way you view the worldPreconceived notions personality conflicts past history “been there, done that, know it all” “wants” “needs” not really listening picking up on what you want or think you need to hear Information Overload story telling tangents Preoccupation other things going on around you distractions of life Perceptions the way you view the world

    21. Active Listening Tools Focus Remain Open Identify, acknowledge and respond appropriately to feelings Paraphrase Open Ended Questions/Clarify Non-verbal cues Summarize & restate Focus avoid distractions including the conversations in your head stay focused on the speaker and the message Remain Open put aside the preconceived notions you don’t have to like the person or their lifestyle but you have to be an equal opportunity helper don’t pass judgment Feelings what kind of response, if any, is expected from you don’t respond based on feelings/emotions listen and focus on the speaker’s problem/issue Paraphrase listen and repeat back what was said in your own words can clear up misunderstandings on the spot Open Ended Questions/Clarify if you are lost or confused ask appropriate questions “how”, “Why”, “can you explain” “can you give me more details” close ended becomes 20 questions Non-verbals watch facial expressions and body language do they match what is being said is there frustration? Have you acknowledged it? Summarize and restate summarize the important points give the speaker a chance to respond and clear up misunderstandingsFocus avoid distractions including the conversations in your head stay focused on the speaker and the message Remain Open put aside the preconceived notions you don’t have to like the person or their lifestyle but you have to be an equal opportunity helper don’t pass judgment Feelings what kind of response, if any, is expected from you don’t respond based on feelings/emotions listen and focus on the speaker’s problem/issue Paraphrase listen and repeat back what was said in your own words can clear up misunderstandings on the spot Open Ended Questions/Clarify if you are lost or confused ask appropriate questions “how”, “Why”, “can you explain” “can you give me more details” close ended becomes 20 questions Non-verbals watch facial expressions and body language do they match what is being said is there frustration? Have you acknowledged it? Summarize and restate summarize the important points give the speaker a chance to respond and clear up misunderstandings

    22. Words/Phrases to Avoid You Should ….. You need to ….. I would …. If I were you ….. That’s really dumb (stupid, etc.) I can’t believe you ….. I promise …. You are a referral agent not a counselor – encourage and empower don’t provide advice don’t tell stories about what you would do don’t belittle people – the issue may seem petty to you but could be huge to them don’t pass judgments remain open and neutral Promises Don’t make promises you can’t keep or for things you have no control over effects your credibility and decreases trust “I’ll try to find” Let the speaker come up with solutions to their problems if you tell them what to do it is a lose-lose situationYou are a referral agent not a counselor – encourage and empower don’t provide advice don’t tell stories about what you would do don’t belittle people – the issue may seem petty to you but could be huge to them don’t pass judgments remain open and neutral Promises Don’t make promises you can’t keep or for things you have no control over effects your credibility and decreases trust “I’ll try to find” Let the speaker come up with solutions to their problems if you tell them what to do it is a lose-lose situation

    23. Command Communications Frequency With whom and how Emergency Deployed Urgent Routine How often will you have meetings with the Command weekly, monthly, quarterly In different situations how will you communicate with the Command What issues do they want to know about immediately Emergencies – Natural Disaster, Personal how will you receive updates, when, from who Deployed – Who is the POC, method of communicating (cell, IMRSAT, message) Urgent issues – POC Routine – monthly hours certification, reports, etc. How often will you have meetings with the Command weekly, monthly, quarterly In different situations how will you communicate with the Command What issues do they want to know about immediately Emergencies – Natural Disaster, Personal how will you receive updates, when, from who Deployed – Who is the POC, method of communicating (cell, IMRSAT, message) Urgent issues – POC Routine – monthly hours certification, reports, etc.

    24. Family Communications Phone calls Boundaries Contact log Phone Tree Briefings/Presentations Topics to cover Phone calls BOUNDARIES: What are your hours for routine things? What constitutes an emergency? CONTACT LOG: track of calls confidential – must be kept secure use to report trends shred upon resignation/termination Phone Tree means of communicating with families spouses can opt out of phone tree for passing official information – NOT in-home parties, etc. Careline Dedicated phone line (can be an 800 number) with message updated with official information or scheduled events voice mails for Ombudsman be mindful of OPSEC (ship movement, etc.) Briefings/Presentations Pre-Deployment Family Nights Hail/Farewells Represent the Command (deployed units) What should you cover? Who you are general Ombudsman info. (role, responsibilities, what you don’t do) confidentiality/reportable incidents contact info with boundaries relationship with Work Life/Chaplains event specific info – deployment prep Phone calls BOUNDARIES: What are your hours for routine things? What constitutes an emergency? CONTACT LOG: track of calls confidential – must be kept secure use to report trends shred upon resignation/termination Phone Tree means of communicating with families spouses can opt out of phone tree for passing official information – NOT in-home parties, etc. Careline Dedicated phone line (can be an 800 number) with message updated with official information or scheduled events voice mails for Ombudsman be mindful of OPSEC (ship movement, etc.) Briefings/Presentations Pre-Deployment Family Nights Hail/Farewells Represent the Command (deployed units) What should you cover? Who you are general Ombudsman info. (role, responsibilities, what you don’t do) confidentiality/reportable incidents contact info with boundaries relationship with Work Life/Chaplains event specific info – deployment prep

    25. Phone Tree Volunteers Instruction Script Maintenance Recruit trustworthy volunteers Provide explicit instructions on: confidentiality (phone numbers) procedures for calling script will be provided – all must use same script to ensure everyone gets same message be sure to include: “We are activating phone tree ….” reporting back findings Maintain up to date list remove those who opt out ensure everyone is included who needs/wants to be You are passing official information nothing is official until it comes from the Command families think everything you same is “official” be conscious of your conversations Rumor Control Until I hear it from the Command, it’s not official Please do not continue passing this information until I check into it I will pass on official information when I receive it Recruit trustworthy volunteers Provide explicit instructions on: confidentiality (phone numbers) procedures for calling script will be provided – all must use same script to ensure everyone gets same message be sure to include: “We are activating phone tree ….” reporting back findings Maintain up to date list remove those who opt out ensure everyone is included who needs/wants to be You are passing official information nothing is official until it comes from the Command families think everything you same is “official” be conscious of your conversations Rumor Control Until I hear it from the Command, it’s not official Please do not continue passing this information until I check into it I will pass on official information when I receive it

    26. Rumor Control Nothing is official unless it comes from the Command Command representative Role model Discourage gossip and “trash talk” If you are the target of the rumors thank the individual letting you know and change the subject Try not to react If others are gossiping near you – do not engage change the subject turn to another person I can’t participate in this If you are the target of the rumors thank the individual letting you know and change the subject Try not to react If others are gossiping near you – do not engage change the subject turn to another person I can’t participate in this

    27. Media Refer to media to Public Affairs (PA) PA requests Option to decline Ask for prepared statement Ask for preparation assistance Media will seek you out – refer them to PA’s office have this number/person on your resource list As Ombudsman you represent the Command Free to accept or decline media interviews As Ombudsman must have permission to do so as Ombudsman Trained interviewers skilled at getting information Media will seek you out – refer them to PA’s office have this number/person on your resource list As Ombudsman you represent the Command Free to accept or decline media interviews As Ombudsman must have permission to do so as Ombudsman Trained interviewers skilled at getting information

    28. Written Communication E-mails Bcc Timely OPSEC Do not distribute dependents’ e-mail addresses Send e-mail to yourself bcc all others Quick way to communicate Not a secure means of communication no confidential OPSEC Do not distribute dependents’ e-mail addresses Send e-mail to yourself bcc all others Quick way to communicate Not a secure means of communication no confidential OPSEC

    29. Newsletters Communication tool Inform Educate Connect Encourage/ inspire Frequency Budget Editor or Contributor Make it something they want to read Catch their attention, make they want to read more How frequently will it be put out (let the readers know and be consistent) Are there resource limitations (budget?)Make it something they want to read Catch their attention, make they want to read more How frequently will it be put out (let the readers know and be consistent) Are there resource limitations (budget?)

    30. Newsletter Guidelines Command input Article content Format Graphics Things that can’t be included Remember to include OC at Work Life Ask for CO corner/input Must be approved before it can be distributed Appropriate articles for your unit Constant areas to consider: Tricare changes Work Life information Ombudsman contact information Volunteer opportunities Upcoming events (calendars) Frequently called numbers (family resource list) Format Keep it simple Don’t overcrowd the pages Parts Nameplate (identify the newsletter) Masthead (publisher, frequency, etc.) Copy (articles) Graphics Good quality limit the number don’t make it look like a children’s publication (cutesy graphics) Don’t include: Referrals for businesses Ads for businesses (including in home) political announcements local church information endorsements for products or businesses Ombudsman Coordinator at Work Life should be on your distribution list let’s us know you are still there keeps us informed of what the field units are doingAsk for CO corner/input Must be approved before it can be distributed Appropriate articles for your unit Constant areas to consider: Tricare changes Work Life information Ombudsman contact information Volunteer opportunities Upcoming events (calendars) Frequently called numbers (family resource list) Format Keep it simple Don’t overcrowd the pages Parts Nameplate (identify the newsletter) Masthead (publisher, frequency, etc.) Copy (articles) Graphics Good quality limit the number don’t make it look like a children’s publication (cutesy graphics) Don’t include: Referrals for businesses Ads for businesses (including in home) political announcements local church information endorsements for products or businesses Ombudsman Coordinator at Work Life should be on your distribution list let’s us know you are still there keeps us informed of what the field units are doing

    31. Newsletter Tips Spell check – proof read Know your audience Give credit to sources Other spouse as the editor Distribution Mailing Electronic Know your audience mostly singles young families families with small children senior members what do they need/want what to you need/want to convey to them write for readability (keep it simple) Give credit no plagiarism Another Spouse With Command permission another spouse can do the newsletter only function is newsletter not afforded same privacy privileges as Ombudsman not recognized as volunteer like Ombudsman sometimes Command Secretary does newsletter and you contribute Know your audience mostly singles young families families with small children senior members what do they need/want what to you need/want to convey to them write for readability (keep it simple) Give credit no plagiarism Another Spouse With Command permission another spouse can do the newsletter only function is newsletter not afforded same privacy privileges as Ombudsman not recognized as volunteer like Ombudsman sometimes Command Secretary does newsletter and you contribute

    32. Websites CG Websites uscg.mil or uscg.gov Public domain websites Links Content If using CG website very specific guidelines on formatting font, font size links Unit (non-cg) website open to all don’t air dirty laundry no personal information no rosters no personal or cell phone numbers What not to do: http://home.new.rr.com/macombudsman/ Be sure to keep it updated or take it down Ensure links are operating Don’t build something that takes a long time to load hit graphics background music multiple pictures If using CG website very specific guidelines on formatting font, font size links Unit (non-cg) website open to all don’t air dirty laundry no personal information no rosters no personal or cell phone numbers What not to do: http://home.new.rr.com/macombudsman/ Be sure to keep it updated or take it down Ensure links are operating Don’t build something that takes a long time to load hit graphics background music multiple pictures

    33. CORE Ombudsman Training Module 4 Resources/Referrals Will depend on the area you are in some all services co-located other areas hundreds of miles from support Give referrals to resources empower the personWill depend on the area you are in some all services co-located other areas hundreds of miles from support Give referrals to resources empower the person

    34. Coast Guard Work-Life Chaplain Other CG service providers

    35. Work Life Program Managers Programs Employee Assistance 800 Number 1-800-222-0364 District Ombudsman message board/discussion board monthly e-mailsDistrict Ombudsman message board/discussion board monthly e-mails

    36. Work Life Work Life Overview

    37. Coast Guard Chaplains Navy Chaplains Locations Ministry 100% Confidentiality First assigned to CG in 1942 Chaplains are assigned or attached to a specific unit or station for the primary purpose of: Advising the commanding officer on all matters related to religious ministries within the command, as well as other moral and ethical issues; providing and facilitating religious ministries within that unit or station. Ministry in the Coast Guard includes close working relationships with many CO’s and OIC’s; ceremonial ministry (change of commands, retirements where the chaplain is a VIP); and a great deal of ministry of presence. In addition, working closely with the Work-Life personnel and the Command Master Chief(s) are essential. Yet, the chaplain is not the work-life officer or the command master chief. The chaplain must maintain the spiritual emphasis and the necessary privileged communication essential for ministry. First assigned to CG in 1942 Chaplains are assigned or attached to a specific unit or station for the primary purpose of: Advising the commanding officer on all matters related to religious ministries within the command, as well as other moral and ethical issues; providing and facilitating religious ministries within that unit or station. Ministry in the Coast Guard includes close working relationships with many CO’s and OIC’s; ceremonial ministry (change of commands, retirements where the chaplain is a VIP); and a great deal of ministry of presence. In addition, working closely with the Work-Life personnel and the Command Master Chief(s) are essential. Yet, the chaplain is not the work-life officer or the command master chief. The chaplain must maintain the spiritual emphasis and the necessary privileged communication essential for ministry.

    38. Other CG providers Servicing Personnel Office (SPO) Command Center Command Financial Specialist (CFS) Legal Customer Service/ID Cards Housing Office Morale, Wellbeing and Recreation (MWR) Exchange Health Benefits Advisor (HBA) Educational Service Officer (ESO) Mutual Assistance SPO – Servicing personnel office pay questions – must have POA Command Center emergency contacts/messages message traffic – CO’s eyes only up to date contacts/rosters/sailing manifest CFS – Command Financial Specialist Budgeting (spend plans) credit reports TSP Spouse Financial – LES/SGLI Family Legal Powers of Attorney Wills Landlord/Tenant Soldier’s & Sailor’s Civil Relief Act Customer Service/ID Cards DEERS updates (can be done online) Housing rental referrals mandatory assignments privatized quarters MWR recreational programs Armed Forces Vacation Club Shades of Green Hale Koa Exchange special orders HBA (not at all locations) 1-800-9HBA-HBA 1-800-942-2422 local plan information Prime remote assistance with EOB/claims/referralsSPO – Servicing personnel office pay questions – must have POA Command Center emergency contacts/messages message traffic – CO’s eyes only up to date contacts/rosters/sailing manifest CFS – Command Financial Specialist Budgeting (spend plans) credit reports TSP Spouse Financial – LES/SGLI Family Legal Powers of Attorney Wills Landlord/Tenant Soldier’s & Sailor’s Civil Relief Act Customer Service/ID Cards DEERS updates (can be done online) Housing rental referrals mandatory assignments privatized quarters MWR recreational programs Armed Forces Vacation Club Shades of Green Hale Koa Exchange special orders HBA (not at all locations) 1-800-9HBA-HBA 1-800-942-2422 local plan information Prime remote assistance with EOB/claims/referrals

    39. Sister Services Family Support Centers Ombudsman Training/Meetings Chaplains Office Online Tools Navy Lifelines NMFA Publications Military Money www.lifelines.navy.mil www.nfma.orgwww.lifelines.navy.mil www.nfma.org

    40. Community Services Chamber of Commerce Dept. of Licensing WIC Hotlines CFC Brochure United Way Resources Directory Local Phone Book Chamber things about the town and surrounding areas Dept of Licensing business licenses drivers license information (state specific) WIC www.fns.usda.gov/wic/ Hotlines Suicide Domestic Abuse Teen to Teen Youth Crisis CFC Brochure ask after contribution campaign info on charitable organizations United Way similar information as CFC groups in the community Phone Book blue pages govt. pages local area information disaster planning guideChamber things about the town and surrounding areas Dept of Licensing business licenses drivers license information (state specific) WIC www.fns.usda.gov/wic/ Hotlines Suicide Domestic Abuse Teen to Teen Youth Crisis CFC Brochure ask after contribution campaign info on charitable organizations United Way similar information as CFC groups in the community Phone Book blue pages govt. pages local area information disaster planning guide

    41. Crisis/Emergency Planning Family Unit Community Resources National Resources DHS Red Cross Planning – PLAN AHEAD scenarios – what if’s Family care plans unit disaster/emergency plans outside the area contact person Community Resources shelters evacuation routes disaster plans emergency alert systems National NOAA – www.noaa.gov Hurricane tracking chart DHS – www.dhs.gov Key steps for families to take National disaster plan fact sheets Red Cross – www.redcross.org Get Prepared Planning – PLAN AHEAD scenarios – what if’s Family care plans unit disaster/emergency plans outside the area contact person Community Resources shelters evacuation routes disaster plans emergency alert systems National NOAA – www.noaa.gov Hurricane tracking chart DHS – www.dhs.gov Key steps for families to take National disaster plan fact sheets Red Cross – www.redcross.org Get Prepared

    42. Crisis/Emergency CG Plan Unit Plan Key Questions POC Establishing Plan Evacuations Central 800 number Website updates CISM Child/Family teams Central 800 number Website updates CISM Child/Family teams

    43. Resource List/Binder Resource List Frequently called/needed numbers Resource Binder Sort and organize resources Up to date Resource list in Ombudsman Handbook Page Resource Binder Organize information into one place sort into categories more than one category – cross reference alphabetical list at beginning keep information up to date only useful if it’s accurate Trifolds Business cards Flyers Checklists handoutsResource list in Ombudsman Handbook Page Resource Binder Organize information into one place sort into categories more than one category – cross reference alphabetical list at beginning keep information up to date only useful if it’s accurate Trifolds Business cards Flyers Checklists handouts

    44. Scenarios

    45. CORE Ombudsman Training Module 5 Ombudsman Self Care

    46. The Right Start What an Ombudsman is and is not Office hours What is an emergency Use the Handbook, Chapter 2, Pg. XX, Roles and Responsibilities of an Ombudsman and Not Responsibilities. Include in Welcome Packet, as a handout at predeployment, or newsletter. Set Office hours for routine contact and the best way to contact you – home, cell, or email. Explain in great detail what is an emergency, use examples. Include this information in your welcome packet, predeployment and newsletter. Think about and write out ahead of time what you will say in the case of a non-emergency after-hours call.Use the Handbook, Chapter 2, Pg. XX, Roles and Responsibilities of an Ombudsman and Not Responsibilities. Include in Welcome Packet, as a handout at predeployment, or newsletter. Set Office hours for routine contact and the best way to contact you – home, cell, or email. Explain in great detail what is an emergency, use examples. Include this information in your welcome packet, predeployment and newsletter. Think about and write out ahead of time what you will say in the case of a non-emergency after-hours call.

    47. Maintaining Momentum Personal Support Resources Ombudsman Coordinator Health and Wellness Program EAP and CISM Program Manager Ombudsman Network Non-Ombudsman Resource Seek out support services for yourself so you can continue your duties. Ombudsman Coordinator – Can provide additional resources and training as well as provide answers to dependent questions you don’t have the answers too. The Ombudsman Coordinator can also assist with conflict resolution with a unit family or the command. Most of the time conflicts arise from lack of knowledge of the program and how it operates. The Ombudsman Coordinator can also be a personal resource for the Ombudsman to blow-off steam, talk through a crisis and troubleshooting your response. Health and Wellness Program Manager – Advise on ways to stay healthy and active to better perform your duties. I utilized the Health and Wellness program coordinator to find new ways to workout after an injury and how to stay active when I became a “single mother”. EAP/COSM Program Manager – The program manager can assist in a dependent or crew crisis by utilizing CISM. EAP is more than a referral, don’t be afraid to utilize the 1-800 number or the program manager. Ombudsman Network – contact other ombudsman to troubleshoot, brainstorm and “blow off steam”. Remember that Confidentiality still applies. Use non-identifying information and in the case where identifying information is necessary remind the networking ombudsman that confidentiality extends to them. Non-Ombudsman Resource – You can talk with a non-ombudsman friend, family member, etc. but remember CONFIDENTIALITY applies.Seek out support services for yourself so you can continue your duties. Ombudsman Coordinator – Can provide additional resources and training as well as provide answers to dependent questions you don’t have the answers too. The Ombudsman Coordinator can also assist with conflict resolution with a unit family or the command. Most of the time conflicts arise from lack of knowledge of the program and how it operates. The Ombudsman Coordinator can also be a personal resource for the Ombudsman to blow-off steam, talk through a crisis and troubleshooting your response. Health and Wellness Program Manager – Advise on ways to stay healthy and active to better perform your duties. I utilized the Health and Wellness program coordinator to find new ways to workout after an injury and how to stay active when I became a “single mother”. EAP/COSM Program Manager – The program manager can assist in a dependent or crew crisis by utilizing CISM. EAP is more than a referral, don’t be afraid to utilize the 1-800 number or the program manager. Ombudsman Network – contact other ombudsman to troubleshoot, brainstorm and “blow off steam”. Remember that Confidentiality still applies. Use non-identifying information and in the case where identifying information is necessary remind the networking ombudsman that confidentiality extends to them. Non-Ombudsman Resource – You can talk with a non-ombudsman friend, family member, etc. but remember CONFIDENTIALITY applies.

    48. Preventing BURNOUT Pace yourself Ombudsman relief Ombudsman Coordinator If your unit did not have an Ombudsman program or has a defunct one, you can develop a great program- but you don’t have to do it in one day. Remember that PPP by dependents does not create an emergency for you. However, be flexible to sudden and frequent changes by the Command – stay by to stand by. Participate in CG Unit/Community events but you don’t have to attend or volunteer for all of them. Seek another Ombudsman for relief when you need a break. If you are having a really rough patrol, refer to a back-up Ombudsman. i.e. when I went on vacation I would refer families back to the family. If the boat is underway, talk to an Ombudsman in your AOR who’s unit is in port (or a land unit) and have then provide coverage. Notify your families by email or phone tree with ample notice, change the message on your voicemail and notify families when you resume your duties. Routine contact with your Ombudsman Coordinator to discuss current issues, re-occuring issues, training needs, problems with unit families or unit command, program break downs and to blow off steam. If your unit did not have an Ombudsman program or has a defunct one, you can develop a great program- but you don’t have to do it in one day. Remember that PPP by dependents does not create an emergency for you. However, be flexible to sudden and frequent changes by the Command – stay by to stand by. Participate in CG Unit/Community events but you don’t have to attend or volunteer for all of them. Seek another Ombudsman for relief when you need a break. If you are having a really rough patrol, refer to a back-up Ombudsman. i.e. when I went on vacation I would refer families back to the family. If the boat is underway, talk to an Ombudsman in your AOR who’s unit is in port (or a land unit) and have then provide coverage. Notify your families by email or phone tree with ample notice, change the message on your voicemail and notify families when you resume your duties. Routine contact with your Ombudsman Coordinator to discuss current issues, re-occuring issues, training needs, problems with unit families or unit command, program break downs and to blow off steam.

    49. Continuing Education CORE Training Maintenance Training Annual CORE Training and Maintenance Training are critical to the performance of your duties. Annual CORE Training and Maintenance Training are critical to the performance of your duties.

    50. Ombudsman CORE Training Questions? Questions? Questions? Questions? Questions?

    51. CORE OMBUDSMAN TRAINING MISSION COMPLETE

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