WARRIORS in TRANSITION

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WARRIORS in TRANSITION

• Ombudsman Program

COL Rebecca Baker/ LTC Kenneth Ross
UNCLASSIFIED
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BRIEFING OUTLINE
PURPOSE
To inform the WT leadership of the unique role
played by the WT Ombudsman in helping the Soldier
and Family Member resolve problems.

• Ombudsman Definition
• Characteristics
• MEDCOM Ombudsman Program
• Policies
• Duties
• The Way Ahead

UNCLASSIFIED
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OMBUDSMAN
Definition
A person who hears and investigates
complaints and mediates fair settlements,
especially between aggrieved parties such as
consumers and institutions or organizations
Military Use
US Navy 1970. Admiral Elmo Zumwalt
implemented a command Ombudsman program for
spouses of active duty personnel as a means to
improve communication
UNCLASSIFIED
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CHARACTERISTICS
- INDEPENDENT
- IMPARTIAL
- CONFIDENTIAL
UNCLASSIFIED
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MEDCOM OMBUDSMAN Phase 1
MEDCOM Medical Assistance Group (MMAG) - Medical
Support to Wounded Soldier Family Hotline (WSFH)
- Mar 07
Chief of Staff MEDCOM directs an
INTERIM Ombudsman Program using military
personnel assigned to MEDCEN/MEDDAC
- Mar 07
- Apr 07
24 Military Ombudsman trained to perform duties
at 18 sites
- Sep 07
Military Ombudsman replaced by Contract Ombudsman
UNCLASSIFIED
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MEDCOM OMBUDSMAN Phase 1 cont.
MILITARY (Temp) OMBUDSMAN WORKLOAD STATUS 16 Apr
07 21 Sep 07
UNCLASSIFIED
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MEDCOM OMBUDSMAN Phase 2
-
48 Ombudsman at 29 sites
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5 Day Training Program
-
Careful Selection knowledge, integrity,
judgment, compassion, Soldier/Family experience
UNCLASSIFIED
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MEDCOM OMBUDSMAN Phase 2 Cont.
CONTRACT OMBUDSMAN WORKLOAD STATUS 22 Sep 07
27 JUN 08
UNCLASSIFIED
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Policies
Ombudsman does NOT fall under MTF/WTU CoC.
(Reports directly to MEDCOM)
-
Must protect private medical information and must
honor anonymity when requested. HIPAA trained.
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Assignment/Allocation based upon WT population,
workload and command request
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Resolve both local and MAG issues
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PROACTIVE

• Attend meetings,
• Communication with CoC
• Communication with Warriors in Transition
• (WT)

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UNCLASSIFIED
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Duties
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Receive/resolve Soldier and Family Member
Hotline cases sent from MAG
-
Identify and help resolve issues, concerns,
and complaints locally
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Gather information from appropriate staff/agencies
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Provide accurate information and expedite services
-
Conduct follow up on cases
UNCLASSIFIED
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Duties cont.
Identify systemic issues and report them to the
MMAG
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Submit weekly reports as directed by the MMAG
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Stay vigilant to trends and patterns of
complaints/issues
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Proactively seek out Soldiers and Family Members
who are experiencing difficulties
-
Market availability and role of Ombudsman to
community and WT Soldiers and Families
-
UNCLASSIFIED
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The Way Ahead
Monitor WTU Soldier populations and
Ombudsman workload to insure adequate support
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Continue close coordination with WSFH to
insure smooth, warm hand off
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Continuing education and training for Ombudsman
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Develop a web based tool for Ombudsman that would
facilitate case analysis and trending
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Resolve problems/issues before they become WSFH
calls
-
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Ombudsman support for Europe
Remote Ombudsman support
-
UNCLASSIFIED
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QUESTIONS ?
UNCLASSIFIED