# Presentation: 134402

## Lessons From the Ombudsman

- Debra Wiley

***Session 3***

## What is the FSA Ombudsman?

- 	**om·buds·man**  Pronunciation: 'äm-"budz-man; *noun*Etymology: Swedish, literally, representative, from Old Norse *umbothsmathr, *from *umboth *commission + *mathr *man**1** **:** a government official (as in Sweden or New Zealand) appointed to receive and investigate complaints made by individuals against abuses or capricious acts of public officials**2** **:** one that investigates reported complaints (as from students or consumers), reports findings, and helps to achieve equitable settlements

- Source:  http://www.merriam-webster.com

##  The Opportunity to--

-  **The Opportunity to--**

**O****pen communication**
**    ****channels**
**O****ffer other**
**    ****perspectives**
**O****rganize details**
**O****utline options**
**O****vertly collaborate**
**O****ptimize outcomes**

##   What Do We (and You!) Do?  

- Identify the issues/concerns
- Listen – to both sides of the story
- Research – find _factual_ information
- Document – contacts, activities, & findings
- Develop – options for resolution
- Finalize – outcomes

## What’s the Case Process?

## What does the Customer Expect?

## What does the Customer Want?

- Customer Satisfaction
- Psychological:  The customer feels listened to and respected.
- Substantive:  Comprehensive, contextual and fair-minded consideration of options available.
- Procedural:  Consistent, thorough research of facts and documentation.

## 		    FY 2000 = 5,268        FY 2003 = 14,409

**“****General Assistance” cases increased by 173% between**
**  ****FY2000 and FY2003.**
** **
**	****	****    ****FY 2000**** =**** ****5,268****       **** ****FY 2003**** =**** ****14,409**
**	****	****	**
_**Top Five Issues for General Assistance Cases**_**:**
- General assistance cases are one-issue inquiries that can be completed while the customer is on the call
- or within 24-hours.
**       **_**FY 00**_**	****	****	****	**_**FY 03**_
-  **FSA Assistance****	****	****	****      FSA Assistance**
** ****Default****	****	****	****	****      Account Balance**
** ****Service Quality****	****	****	****      Loan Cancellation/Discharge**
** ****Loan Cancellation/Discharge****	****      Consolidation**
** ****Account Balance****	****	****      Repayment Plans/Amounts **

##      	      FY 2000 = 2,565        FY 2003 = 3,621

**“****Research Problem” cases increased by 41.17% between**
**  ****FY 2000 and FY 2003.  **
**     ****	****      ****FY 2000**** =**** ****2,565****       **** ****FY 2003**** =**** ****3,621**
_**Top Five Issues for Research  Cases**_**:**
- These cases involve multiple issues.  An Ombudsman Specialist works with the borrower, lender, schools, and
- other parties to gather the facts, establish a common understanding of the problem, and identify solutions.
**       **_**FY 00**_**	****	****	****	**_**FY 03**_
-  **Service Quality****	****	****	****      Loan Cancellation/Discharge**
** ****Default****	****	****	****	****      Account Balance**
** ****Loan Cancellation/Discharge****	****      Repayment Plans/Amounts**
** ****Account Balance****	****	****      Consolidation**
** ****Tax Refund/Offset****	****	****      Default **

## What Problem Underlies most Cases?

**Communication??**
- Failure to listen
- One-sided communication
- Communication gaps
- Not knowing the question to ask
- Not answering the question asked

## What do you see?

## Ombuds Lessons

- Telling them they owe doesn’t work.....SHOW  THEM (through an example to which they can relate).
- Students expect us to know everything ...especially everything about them (They also expect us to care).
- There are many right ways and right times.  Keep the message consistent at the core and expand as context requires.  It is the context that creates the “AHA” moment.

## Ombuds Lessons 

- Expect good intentions (Everyone wants to solve  this problem).
- If the story hasn’t changed in 20 years, it is probably worth listening to......most people cannot maintain a “fiction of facts” for that long.
- Tend to the small stuff.....so you don’t have to sweat it.  Many of the cases that we see could have been prevented with a moment to consider the customer’s perspective.

## Ombuds Lessons

- Remember the human element.
- Think beyond the surface.  What is the customer trying to accomplish?
- Keep it personal; don’t take it personally.

## Ombuds Lessons

- Don’t fight about it; fix it.
**It’s not about who’s right, **
**it’s about doing the right thing!**

## Ombuds Lessons

- Tell others what you learn and let them act for their population....
-                Questions?

## To Contact Us:

- We appreciate your feedback and comments.
- 	Toll-free: 1-877-557-2575
- 	Toll:	(202) 377-3800
- 	Fax:	(202) 275-0549
- 	Email:	fsaombudsmanoffice@ed.gov
- 	Internet:	ombudsman.ed.gov