The Ombudsperson helps by identifying or developing new perspectives and by describing additional, responsible and hopefully, effective action. A visit to the Ombuds office often helps people help themselves. Through discussion and support, visitors often feel empowered to approach the perceived source of the problem with skills that will help to get the situation resolved. In general, she has access to almost all of the data kept by the Institute and can report back informational data to the inquirer. The Ombudsperson can access the file and bring back an answer to the query.
Many Caltech visitors appreciate the generic approach to getting problems resolved.
Using this approach, the issue is surfaced, not the complainant. A good example of this approach is in the area of sexual harassment. Some issues are best resolved by way of a facilitated discussion between those in conflict. Many people feel that they will be retaliated against if they bring up a problem to their supervisor, advisor, teacher, etc., and want to have this discussion in a safe, neutral environment. This can be done in the Ombuds office.