An Ombudsman is an impartial dispute-resolutioner, whose major function is to provide informal assistance to citizens and to assist citizens with county concerns and request for service.

• Receives and investigates concerns and requests for service.
  
  
• Develops or identifies a range of responsible options to resolve problems and facilitate discussion.
  
  
• Helps citizens find alternative solutions and develop new ways to solve problems themselves.

How are Calls Processed?

• Trained customer service representative obtain the necessary information from the citizen regarding the request for service and logs information into a database.
  
  
• The request is then assigned to the appropriate department for investigation.
  
  
• Within a few seconds, before the caller hangs up the telephone, an electronic message is sent to the appropriate department informing them of the request.
  
  
• The department assigns the request to a designated person or team for investigation.
  
  
• The assigned person is responsible for investigating the matter, for contacting the citizen informing them of the status, and any follow up information pertaining to their case.
  
  
• Every step taken is noted and logged into the database; to include date and time contact was made with citizen, and any action taken to resolve the matter. The assigned department follows the case until completion.