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Independence: Independence enables neutrality. The Office of the Ombudsman is functionally and organizationally distinct from business lines, reporting directly to top management. Through independence, conflicts of interest are avoided and student loan systemic issues can be reported directly to top management. Informality: Ombudsmen review inquiries and issues informally. They do not conduct formal investigations, nor do they have decision -making power. Federal student aid ombudsmen function as informal fact -finders when assisting individuals to resolve issues, and when determining if student aid processes and procedures have been followed as intended. When process or procedural problems are identified through informal fact-finding, the ombudsman documents the problems, informs the business process owner and recommends improvements, as appropriate. Benefits are that multiple trends and systemic issues can be reported rapidly, and informal ombudsman reviews are quicker and cost less than formal processes. Confidentiality: This value is most apparent with workplace ombudsmen (ombudsmen who work with employee complaints), but all ombudsmen offer confidentiality as long as there are no indications that: 1. The law has been or will be broken; or 2. There is a threat of imminent harm to people or property. Benefit is derived when customers who would not necessarily come forward are enabled to speak candidly when they know that confidentiality is assured. Professionalism: Ombudsmen uphold both the principles and the outward appearances of professionalism. This includes adherence to the strictest federal ethics, as well as principles of corporate ethics and responsibility. For more information on basic ombudsman principles, refer to the American Bar Association standards for ombudsmen at: www.americanbar.org ® Registration information: Santa Fe Springs (Main Campus) 562,921,3722 • Visit our Web site: www.trainingcenters.org