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Office of the Ombuds Frederick County Public Schools

Quarterly Report

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Strategic Goals With IOA Standards of Practice as guiding principles, the Ombuds has four strategic goals that align directly to the Board’s Aspirational Goals.

Strategic Goal 1 – Promote awareness, understanding and use of Ombuds services among members of the community(aligned to Aspirational Goal 4)Strategic Goal 2 – Provide high quality customer service and options to resolve challenging situations(aligned to Aspirational Goals 1, 2, 4 and 5)Strategic Goal 3 – Educate community members about fair and equitable processes to resolve issues and concerns, leading to a collaborative culture.(aligned to Aspirational Goal 1, 2 and 4)Strategic Goal 4 – Provide systemic feedback that results in continuous process improvement.(aligned to all Aspirational Goals)

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Establishing Office of the Ombuds

• Formed Professional Relationships • Presentations about the Office of the Ombuds • Media• Education Training

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Data ContactWho was served?

19%

11%

2%

68%

0%

Cases by Visitor Group:

Community Member

Employee

Family Member

Parent/Guardian

Student

4

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Data Contact

49%

17%

34%

0% 0%0%

10%

20%

30%

40%

50%

60%

Elem Middle High Charter Other

Cases by School Level

5

Data ContentWhy did visitors contact us?

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Data Policy and Marketing

POLICY/REGULATION TitleNUMBER OF CONCERNS

POLICY 508SPECIAL

EDUCATION9

POLICY 444Educational

Equity4

REGULATION 400-48

Bullying –Harassment-Intimidation Complaint Process for

Students

4

6%

19%

9%

10%

44%

10%2%

How Visitors Learned About The Office of Ombuds

Personal referral

Previous visit

Staff Referral

Media article

Google / Internet Search / Website

Word of mouth

Government representative

Other

7

Trends

8

Special Education

Communication

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Visitor FeedbackHow did the Office of the Ombuds Measure Success?

12% of Visitors completed the survey (8 surveys)

9

0

1

0

6

1

0

0 2 4 6 8

Wait until a later date to address

Leave FCPS

Other

File a lawsuit, grievance, or complaint

Nothing, remain unsatisfied

Address directly through a formal channel(i.e., principal, supervisor, Human…

If you did not have the option to correspond with the Office of the Ombuds about your issue/concern, what action would you have taken?

0

0

3

5

0 2 4 6

I withdrew my issue/concern.

I was referred to someone else.

The Office of the Ombuds acted and theissue/concern was addressed.

The Office of the Ombuds coached me tomanage the issue/concern.

What was the result of your communication with the Office of the Ombuds?

Visitor FeedbackComments

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“Sabrina provides clear concise information to assist me in preparing for a meeting at the school level.”

“Sabrina returned my call promptly with an answer to my questions already prepared based on myvoicemail. I was very impressed.”

“Referred issue to correct supervisor and contacted others for further information. I did not have todirectly address people. The ombudsman was exactly what I needed. No improvement needed.”

“She was pleasant, timely, and informative.”

“My communication was very last minute but my concerns were acknowledged and acted upon rightaway.”

“I am so appreciative to have this resource as it was my first time having to address an issue with theschool board & staff. THANK YOU!”

“Promote this new office with parents and guardians. I was dreading reaching out to FCPS because Ididn't know what department could address my question. Having an Ombuds office available made itso easy to get in touch.”

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Questions?

Contact: The Office of the OmbudsSabrina NailOmbuds for Frederick County Public Schools 301-696-6852 Office Ombuds@fcps.orgwww.fcps.org/Ombuds

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