An organizational ombudsperson is a confidential and informal information resource, communications channel, complaint- handler, and a dispute-resolver; the ombudsperson also helps an organization work for change. Both the designation of neutrality and direct access to the chief executive officer of the organization help to preserve the independence of the ombudsperson and contribute to their effectiveness. Basic options, functions, and skills of the ombudspersons include listening to the person with a problem or complaint, providing and receiving information, reframing issues and developing options, referral, and helping people help themselves in a direct approach. Ombudspersons also conduct informal third-party intervention and "shuttle" diplomacy, investigate and analyze problems, mediate between disputing parties, and implement generic approaches that are intended to change a process in the workplace. Systems change, monitoring proposed solutions, and the use of a customized approach are other responsibilities of the ombudsperson. Additional skills and knowledge required are maintaining confidentiality and neutrality, maintaining statistical records and using them appropriately, and using data to inform management of new problems. 9 notes and 2 references