COOP Ethical Standards & Professional Conduct 2 — Questions and Answers
Question 1: An ombuds discovers during a visitor conversation that the visitor has been falsely accused. The visitor asks the ombuds to contact HR directly and set the record straight. What should the ombuds do?
- Contact HR immediately to correct the false accusation
- Decline to act on the visitor's behalf while exploring options the visitor can pursue (Correct answer)
- Write a formal memo to HR documenting the visitor's claims
- Recommend the visitor file a lawsuit to protect their rights
Correct answer: Decline to act on the visitor's behalf while exploring options the visitor can pursue
The informality standard prohibits the ombuds from acting as an advocate; the ombuds helps the visitor identify options rather than intervening directly.
Question 2: Which IOA Standard of Practice requires that the ombuds not reveal records identifying visitors without consent?
- Independence
- Impartiality
- Confidentiality (Correct answer)
- Informality
Correct answer: Confidentiality
The Confidentiality standard requires that the ombuds not reveal identifying information about visitors or their communications without permission.
Question 3: A senior executive asks the ombuds to confirm whether a specific employee has visited the office. What is the correct response?
- Confirm only whether the visit occurred, without sharing details
- Provide the information since executives have oversight authority
- Decline to confirm or deny whether any particular person has visited (Correct answer)
- Check with legal counsel before deciding
Correct answer: Decline to confirm or deny whether any particular person has visited
Confidentiality requires the ombuds to neither confirm nor deny that any specific individual has visited, even to senior leadership.
Question 4: An ombuds serves on a university campus. A faculty member is their close personal friend and files a complaint. What is the most ethical course of action?
- Handle the case but disclose the relationship to the faculty member
- Recuse from the case and refer the visitor to another resource (Correct answer)
- Handle the case normally since friendship does not affect professionalism
- Consult a colleague informally but keep ownership of the case
Correct answer: Recuse from the case and refer the visitor to another resource
Impartiality requires the ombuds to recuse when a personal relationship could reasonably compromise neutrality.
Question 5: Under the IOA Code of Ethics, what does the principle of 'independence' primarily protect?
- The ombuds' right to choose which cases to accept
- The ombuds' ability to operate free from organizational interference in handling matters (Correct answer)
- The visitor's right to remain anonymous from co-workers
- The organization's right to receive ombuds reports
Correct answer: The ombuds' ability to operate free from organizational interference in handling matters
Independence ensures the ombuds can operate without control or interference from any part of the organization, preserving impartial functioning.
Question 6: An ombuds is subpoenaed to testify in court about a visitor's communications. Which action best aligns with ethical obligations?
- Comply fully with the subpoena to uphold the rule of law
- Assert the ombuds' privilege and work with legal counsel to resist disclosure (Correct answer)
- Provide a written summary to the court instead of testifying
- Contact the visitor and ask whether they consent to disclosure
Correct answer: Assert the ombuds' privilege and work with legal counsel to resist disclosure
The ombuds should assert the confidentiality privilege and work with counsel to resist compelled disclosure, even when subpoenaed.
Question 7: Which behavior would MOST undermine an ombuds' impartiality when dealing with a complaint against management?
- Listening carefully to the visitor's perspective before exploring options
- Privately expressing agreement with the visitor that management acted wrongly (Correct answer)
- Providing the visitor with information about internal appeal procedures
- Offering to facilitate a conversation between the visitor and their manager
Correct answer: Privately expressing agreement with the visitor that management acted wrongly
Privately taking sides and expressing agreement with one party violates the impartiality standard, even if done informally.
COOP Ethical Standards & Professional Conduct 2
An ombuds discovers during a visitor conversation that the visitor has been falsely accused.
The visitor asks the ombuds to contact HR directly and set the record straight.
What should the ombuds do?