Probably the most important attribute of the office/position of ombudsman is that of objectivity. This implies and includes:
- the exercise of discretion and confidentiality
- the ability to provide objective leadership
- accessibility
- an absence of any conflicts of interest
- a perseverance to cut through “red tape” and follow through with complaints without getting “stonewalled”
- an ability to dissect fact from hyperbole and get to the bottom line
- an ability to mobilize political power, even if acting “behind the scenes”
Additionally, ombuds should have:
- sufficient statutory authority to carry out investigations and mandate improvement
- ready access to documents, records, witnesses, and subpoena power
- full independence from the agency in which the ombudsman operates
- no interference by officials or administrators of the agency or service provider that is the subject of a complaint
- assurance that the complaining party will suffer no retaliation
- good-faith immunity from civil liability for investigations, recommendations, and mandates
- sufficient funding and resources
- qualified staff, including legal experts to investigate and substantiate violations and subject matter experts.