What to Expect When Working With an Ombuds
Introduction – A Safe Space You Might Not Know Exists
In the film and television world, when something feels wrong, like bullying, exclusion, harassment, or other misconduct, many workers don’t know where to turn. HR may not exist. And fear of retaliation often keeps people quiet. But there’s a confidential, neutral support system many creatives haven’t heard of: the ombuds. This guide explains what an ombuds is, what they do, and what you can expect from reaching out to one.
What Is an Ombuds and What Do They Do?
An ombuds (short for ombudsman) is a confidential, impartial person who helps individuals navigate workplace concerns. The core principles guiding ombuds work include fairness, impartiality, and confidentiality. Unlike HR or legal teams, an ombuds doesn’t represent the company, and doesn’t report what you say unless that is something you choose. There are two kinds:
Organizational Ombuds: Hired by larger companies but operate independently
Independent or Third-Party Ombuds: An organization unaffiliated with the productions.
Ombuds operate according to a charter that outlines their responsibilities, authority, and scope. Their responsibilities are to listen and provide information not to investigate or enforce. You do not report to an ombuds and the ombuds does not have the authority to enforce outcomes. An ombuds is not a representative or advocate for any party, but serves as a neutral resource.
What Happens When You Reach Out?
At the beginning of the process, when a person decides to contact the ombuds, the first step is usually simple: an email, scheduling a meeting through their website, or a referral from someone on set. As someone seeking support or resolution, you can reach out in the way that feels most comfortable to you.
Once you connect, the ombuds will communicate openly and encourage you to discuss your concerns. The ombuds will:
Explain their role and how confidentiality works
Ask about what you’re experiencing or worried about, recognizing you as a person with unique experiences
Help you clarify what you want—whether that’s venting, documenting, or taking next steps
The initial session is a meeting where you and the ombuds discuss the situation and explore possible solutions together. There’s no pressure. You remain in control.
What You Can Talk About
Ombuds professionals are trained to support a wide range of issues:
Harassment, bullying, or toxic behavior on set
Grievances or disputes with colleagues or managers
Questions about your rights, workplace expectations, or organizational policy
How to set boundaries or get help without escalation
Concerns about retaliation, reputation, or job safety
Dealing with emotional responses or sensitive situations
Issues related to managers or management practices
Navigating organizational processes and policies
Connecting you to resources or support services
Providing information about education, training, or professional development opportunities
Ombuds work across different sectors, including film, TV, and other industries. No issue is too small, and nothing has to be “proven” to be taken seriously.
What the Ombuds Will and Won’t Do
They WILL:
Offer a safe, off-the-record conversation
Validate your concerns without judgment
Assist you in evaluating your situation and exploring options
Help you plan your next move—on your timeline
Use informal processes such as facilitation or mediation to help resolve complaints, working with all parties involved
They WON’T:
Conduct formal investigations
Accept notice of claims or participate in formal notice processes
Initiate or participate in litigation
Pressure you to name names or report
Share your story with your employer or team
Their goal is to support you, not resolve the issue on your behalf or file paperwork.
How Confidentiality and Neutrality Are Maintained
Ombuds operate by strict professional ethics. They:
Keep no permanent records tied to the identity or employer of visitors to the ombuds office
Don’t take sides—no matter how serious the situation
Report trends without attaching names or personal info
This makes them a rare resource where safety, honesty, and trust come first.
Common Concerns First-Time Users Have
“Will this get back to my boss?” → No. Everything is confidential.
“Do I need evidence?” → No. You can share your feelings and context without proof. For example, a visitor might come in simply feeling uncomfortable about a team dynamic, even if they have no concrete evidence.
“What if nothing changes?” → Even if action isn’t taken, talking to an ombuds often brings clarity and relief. One of the key benefits of using ombuds services is the emotional support and perspective you gain, even if the situation remains the same.
Their job isn’t to promise outcomes—it’s to support your process.
How Ombuds Services Benefit the Organization
While ombuds services are a lifeline for individuals, they also offer significant advantages to the organization as a whole. By providing a confidential and impartial space for employees to express concerns and resolve conflicts, an ombuds office helps create a healthier, more communicative workplace. According to the International Ombuds Association, organizations that support ombuds programs see improvements in conflict resolution and problem-solving, as employees feel safer bringing forward issues before they escalate.
Ultimately, having an ombuds office signals that an organization values open communication, early conflict resolution, and continuous improvement. It’s a resource that not only supports individuals, but also strengthens the entire organization by fostering trust, transparency, and a commitment to resolving complaints and concerns constructively.
Why It’s Worth Reaching Out
People who speak to an ombuds often report:
Emotional relief from finally being heard
Greater clarity on what options they have
Renewed confidence in setting boundaries and choosing their next step
The growth in the use of ombuds services in recent years reflects increasing recognition of their value in supporting individuals.
Even if you choose not to report, simply documenting and processing your experience with someone safe can be empowering.
Final Thoughts – A Quiet Resource With Real Power
You don’t have to navigate workplace harm alone. Ombuds exist to support people like you - crew, cast, production employees, and assistants - without fear of exposure or retaliation. Whether you’re just unsure about something or deep in a difficult situation, reaching out to an ombuds is a confidential step toward clarity.
