The Quiet Power of the 1%

I recently attended a session titled “The Organizational Ombuds: What a Mediator Might Want to Know,” led by Chuck Doran of MWI and hosted by Will Work For Food – The New Possibilities Hour. One statistic shared during the session stood out:

In many organizations, only 1–3% of employees utilize ombuds services annually.

At first glance, this figure might suggest limited impact. However, it's important to consider that individuals often turn to the ombuds after exhausting other avenues—including their manager, HR or formal grievance processes—and still don't feel safe, heard or any closer to resolution.

A Trusted Resource When Others Fall Short

This resonates with my own with my experiences as both a mediator and an organizational ombuds. During my tenure as the Law Society of Ontario’s independent Complaints Resolution Commissioner, I reviewed hundreds of complaints annually. While the volume was substantial, the essence of the role mirrored that of an ombuds: providing a trusted, human-centric resource when other options fall short.

Impact Beyond Numbers

Ombuds services offer value in ways that numbers alone can’t capture:

• Impact on Individuals: One conversation can prevent a formal complaint, de-escalate a conflict or help someone move forward with clarity and dignity.

• Early Warning Signals: Ombuds spot patterns—unclear policies, cultural tension, communication gaps—and can share these insights anonymously to support proactive change.

• Cultural Assurance: Even those who never reach out take comfort in knowing the option exists. The ombuds presence promotes psychological safety and signals organizational care.

• Reduced Risk and Cost: Addressing issues early reduces legal risk, turnover and the long-term drain of costly and disruptive conflict.

• Support for Equity and Inclusion: Ombuds insights can help shape fairer policies and practices and support more inclusive workplace cultures.

Two Models, One Purpose

Some organizations establish internal ombuds offices; others engage an external resource. Both can be effective. What matters most is accessibility, neutrality and trust.

In my own ADR consulting practice, I offer external ombuds services that are independent, impartial, informal and confidential. These programs provide a safe space for individuals to raise concerns, and give organizations insight that supports learning, resilience and cultural health.

Final Thoughts

An ombuds program isn’t about volume; it’s about trust, insight and impact. Even if only 1% of people ever use it, the service still offers something vital: a safe place to be heard, and a and a meaningful way to support resilience and organizational growth.