Navigating Complex Power Dynamics
One of the most challenging aspects of ombuds work is addressing power imbalances within organizations. Donna shared a powerful example from her career: senior managers approached her about concerns with a regional leader’s oversight and leadership style. These managers, worried about confidentiality and retaliation, sought the ombuds office for guidance.
Donna described how she balanced these dynamics, saying, “This was a situation tailor-made for an organizational ombuds. Each person needed assurance that they were being listened to, and that concerns on all sides were considered, taken seriously, and worthy of resolution.” By facilitating a team dialogue during an on-site visit, she created a platform for discussing what was working well and identifying urgent priorities. By the end of the session, the group—including the initially criticized leader—had established actionable steps to improve team dynamics. This process fostered optimism and reinforced trust in the ombuds process.
Championing Accountability for Systemic Change
Donna’s commitment to systemic accountability is evident in her approach to organizational reporting. She regularly presents data, trends, and recommendations to senior leadership and the board of directors, sometimes delivering tough but necessary feedback.
Reflecting on this work, Donna emphasized the importance of balance: “Sometimes improvement efforts take time, and it’s important to acknowledge ongoing strides while also delivering tough messages that senior leaders need to hear.” By celebrating "small wins" and recognizing progress, she ensures that accountability is framed as both constructive and achievable.
Driving Change
Organizational ombuds often play a critical role in driving change by identifying systemic issues, offering constructive feedback, and advocating for solutions that benefit both individuals and the organization. Through their efforts, they influence policies, programs, and practices to create meaningful and lasting improvements.
For example, during her time as an ombuds at one organization, Donna identified disparities in managerial competencies that significantly impacted employee experiences. The information she presented, coupled with other data points, prompted the organization to invest in manager learning and development. This initiative not only addressed the disparities, but also enhanced both individual and organizational outcomes.
Creating Brave Spaces for Dialogue
At the heart of Donna’s work is her ability to create environments where individuals feel safe addressing sensitive issues. She demystifies the ombuds process with a simple yet profound message: “Our work begins with a conversation.” By making her team accessible, transparent, and empathetic, Donna ensures that visitors feel supported during some of the most difficult moments of their careers.
Over the course of her ombuds career, Donna’s outreach initiatives have further reinforced this ethos. Programs like "Dialogue and Resolution Week" and "Respectful Workplace" workshops offer employees tools to engage in constructive dialogue and conflict management. Regular “pop-up” skill-building sessions, onsite meetings, and collaborations with employee resource groups demonstrate Donna’s belief in proactive engagement. “We call these initiatives ‘seed planting,’ because small actions can eventually have a significant cultural impact throughout the organization,” she shared.
Innovating the Ombuds Profession
Donna views innovation as integral to effective ombuds practice. She advocates for the use of sophisticated case management systems to identify trends, uncover systemic issues, and proactively address emerging concerns. Additionally, she champions the integration of technology and AI in conflict resolution training and organizational processes, ensuring ombuds work evolves alongside workplace dynamics.
Her emphasis on cross-functional collaboration has also redefined how ombuds integrate within organizations. By building meaningful relationships with human resources, legal, and other key units, Donna ensures that the ombuds function is understood, valued, and positioned to make a lasting impact.
Conclusion
Donna Douglass Williams exemplifies the transformative power of women’s leadership in the ombuds profession. Her innovative practices, commitment to systemic accountability, and ability to create brave spaces reflect the principles of multipartiality and empathy that define the field.
As organizations continue to face complex challenges like hybrid work environments and the need for inclusivity, Donna’s leadership offers a model for fostering adaptable and resilient workplaces. Her work reminds us that transformation often begins with small, intentional actions—conversations, connections, and the courage to champion meaningful change.
As organizational ombuds, we must know our worth and the immense value our work brings to organizations. We must advocate for what our programs need to be effective and impactful—including resources, positioning in the organization, and organizational support.
Finally, Donna encourages embracing the concept of being “self-ful,” a principle she learned from Marshall Rosenberg. Finding a balance between selflessness and self-care is essential for sustaining this demanding work. She reminds her team and others to recharge, set boundaries, and engage in activities that bring joy. By prioritizing our well-being, we can continue to serve others effectively and drive meaningful change.
Learn more about Donna's work at Pinterest in the following ABA DR Resolutions podcast episode: Ombuds Emergence in Tech: A New Dispute Resolution Path
For additional examples of women innovators in the ombuds profession, see the Appendix.
