Ombudsman Handbook

James T. Ziegenfuss, Jr., a management professor at Penn State University and an active adviser to public and private organizations, is the author of 13 books and more than 150 articles. Patricia O’Rourke was a patient ombudsman at McGill University Health Centre for 30 years and teaches courses on alternative health care and healing at Concordia University in Montreal, Quebec.

• Table of ContentsAcknowledgments      Preface      SECTION ONE: PURPOSE, PRINCIPLES AND PROCEDURES1. Human Resources Problems and the Need for Ombudsmen      2. Methods for Solving Organizational Problems      3. Ombudsmen in Diverse Settings: Distinctions and Similarities      4. Problem-Solving      SECTION TWO: IMPLEMENTING AN EFFECTIVE OMBUDSMAN PROGRAM: A GUIDE FOR HUMAN RESOURCES MANAGERS5. Designing and Implementing an Ombudsman Program      6. Using Authority and Power as Tools for Effective Problem-Solving      7. A Day in the Life of an Organizational Ombudsman      8. Ombudsman Experiences: Learning That All Problems Are Important      9. Value to Top Management      SECTION THREE: INFORMATION FOR THE PRACTICING OR ASPIRING OMBUDSMAN10. The Ombudsman in the Structure of the Organization      11. Ethical and Legal Issues      12. Evaluation and Control      13. Bottom- Line Benefits of Problem-Solving Programs      14. The Future      Bibliography      Index

“a highly readable volume with an extensive bibliography”—SciTech Book News; “essential”—Journal of the International Ombudsman Association.