Frequently Asked Questions

Questions and answers for children and young people:

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Other FAQs

What is the Ombuds Office approach?
Who is part of the Ombuds Office?
What is unique about this model?
Why do we need the Ombuds Office?
What are the advantages of having a National Ombuds and Ombuds Office?
What are the benefits of child and youth participation?
Who can access the ombuds?
How can children, young people, and adults access a National Ombuds?
What does a National Ombuds do when contacted by an "inquirer"?

 

What is the Ombuds Office approach?

The Ombuds Office approach is child-centred and 'ground up'. Children and young people are involved in all aspects of the Ombuds Office, from initial consultations to ombuds recruitment and selection, awareness raising, monitoring and evaluation, and as 'inquirers'. A 'ground up' approach adapts the model to each national context and seeks local solutions to local challenges.

The Ombuds approach provides:

  • a listening ear for any concerns children, young people and adults bring about children and young people in SOS Children's Villages programmes and services (past or present)
  • a trusted navigator to help find solutions to concerns, including through the SOS Children's Villages incident management or child safeguarding team or others, as appropriate
  • consultative support to SOS Children's Villages, who works to ensure children and young people's safety and wellbeing in all programmes and services.

 

Who is part of the Ombuds Office?

The Ombuds Office consists of ombuds at the global, regional, and national levels. The diagram below identifies the Ombuds Office personnel and the office structure.

And below is a model that illustrates the Ombuds Office and its approach:

 

What is unique about this model?

  • Young people are at the centre. This means they help develop the ombuds role and access points; recruit and select their ombuds; build awareness; and monitor access to the Ombuds Office.
  • An Ombuds Board, separate from SOS Children’s Villages International Senate, oversees the Ombuds Office.
  • The Ombuds Office is set up on four principles: confidentiality, impartiality, informality, and independence.

 

Why do we need the Ombuds Office?

SOS Children’s Villages International has been working on strengthening their ability to provide safe environments for all of their children, young people, and staff. The groundwork has been laid and now recent recommendations call for an Ombuds Office:

  • The Independent Special Commission - Summary Report (2023) recommends that SOS Children's Villages expedites implementation of a global Ombuds Office and enshrines its independence within the federation with the resources it needs to succeed as an independent mechanism for accountability to children, young people, and other stakeholders.
  • The Safeguarding Strategy 2024-2030 commits that individuals affected by misconduct receive an appropriate, timely and transparent response, including through the ombuds system.
  • Feedback from over 1000 children and young people in consultations and the corresponding Learning to Listen and Respond! consultation report: young people participated in defining the need for an Ombuds approach and developing key aspects of an Ombuds Office.

 

What are the advantages of having a National Ombuds and Ombuds Office?

  • It helps fulfil SOS Children's Villages' commitment to strenghtening safe culture and environments for all
  • Children and young people in SOS Children’s Villages programmes have access to an independent, impartial, and informal resource for confidentially expressing and resolving their concerns
  • SOS Children's Villages has an independent resource for consultation and capacity building
  • Member associations have a greater capacity to keep children and young people in their programmes and services safe and well
  • It shows donors, legislatures, and others that SOS Children's Villages is implementing an innovative, independent approach to help ensure safe culture and environments for young people in their programmes and services.

 

What are the benefits of child and youth participation?

Young people give insights into their reality and needs. In enacting the “best interests of the child”, their participation is critical to the development and success of the Ombuds approach. There are guidance documents that outline how to successfully include young people in the development and ongoing monitoring of the Ombuds Office. 

 

Who can access the ombuds?

  • Any child,  young person, or adult who has a concern about a child or young person in SOS Children's Villages programmes and services, past or present.

 

How can children, young people, and adults access a National Ombuds?

  • Children and young people advise their member association and National Ombuds on which acess points work best for them
  • The National Ombuds is accessible through multiple communication channels
  • Member associations, Representatives, and National Ombuds raise awareness of the acess points available

 

What does a National Ombuds do when contacted by an "inquirer"?

When an “inquirer” — a child, young person, adult or group— contacts a National Ombuds with a concern, the Ombuds will confidentially listen, assess immediate risks, discuss options and agree on next steps, and help the inquirer navigate the way forward.