Staffing, Budget, and Challenges of the Office of the Ombudsperson
The Office of the Ombudsperson is currently facing significant challenges related to staffing. The issue has been further compounded by the recent retirement of a key position, the national staff role, which has intensified the existing strain in the office.
An external review (commenced in 2020) highlighted these concerns and provided recommendations to address them. The findings underscored the critical need for increased staffing levels to ensure the office can continue to meet the needs of the ADB community effectively.
The consequences of the current staffing shortage are manifold:
- Increased wait times. Staff members experience longer wait times for appointments, leading to frustration and decreased engagement.
- Delayed follow-ups. There are significant delays in case follow-ups, which can exacerbate existing issues and reduce the effectiveness of interventions.
- Missed opportunities. Some individuals opt not to seek assistance because of the inability to secure timely meetings, leaving their concerns unaddressed.
- Unsustainable caseloads. The current caseload is unsustainable, resulting in increased stress and potential burnout Office of the Ombudsperson (OOMP) staff.
- Quality concerns. OOMP staff are increasingly worried about the diminishing quality of service provision, which can undermine the office’s credibility and effectiveness.
- Reduced focus on innovation. The necessity to prioritize case management over other vital activities, such as awareness raising, education, and support initiatives, limits the office’s ability to innovate and proactively address issues.
- Unfulfilled duties. The focus on case management detracts from other essential responsibilities outlined in OOMP’s terms of reference, including support to field offices.
- Reduced potential. The lack of adequate staffing prevents the office from realizing its full potential. With more resources, OOMP could be more innovative and creative, enhancing its services to the ADB community.
The staffing shortfall is a significant barrier to the fulfillment of OOMP’s mission. It is holding the office back from achieving higher goals and fully serving the needs of the ADB community. Addressing these staffing challenges is crucial to unlocking the office’s potential and ensuring it can provide the high-quality, timely support that the ADB community deserves.