Ombudsman.ie - Public Sector Duty Action Plan 2022

Objective	Task	Responsible	Suggested Actions
Accessible workplace	1) Make sure staff are fully aware of the accessible features of our new Office.	Corporate Services/QSEC	Publish and keep up-to-date information on the intranet regarding: Disability Liaison Officer, Hearing loop, Disability-friendly toilets, Assistive technologies available, Needs assessments available.
	2) Ensure relevant staff know how to use the hearing loop and the location of disabled toilets.	Access officer and disability liaison officer	Information/training provided to front-of-house staff and to other staff as required.
	3) Make available and promote appropriate services for the use of Irish Sign Language (ISL).	Access officer and disability liaison officer	Identify appropriate ISL translation services which can be employed when required. Scope out additional ISL services available (on-demand interpretation app). Draft internal policies and procedures for use of ISL in the office. Publish information on websites on how members of the public can avail of ISL services and train staff as appropriate.
Accessible communications	4) Using feedback from the National Disability Authority (NDA)’s review of the Ombudsman’s website, update the website to make it more accessible to users.	Access officer and QSEC	Update websites to ensure a high degree of accessibility in line with NDA’s recommendations. Reminder to staff regarding requirements of S27 and inclusion of same in office procurement guidelines.
		Access Officer / Procurement Officer	Anonymous survey of service users.
Accessible outreach	5) Develop OIC outreach.	QSEC and OIC
	6) Identify actions that might help to identify sectors of the community the Ombudsman Office may not be reaching.	QSEC	Reach out to complainants by email to ask them if they might complete a short anonymous survey. Greater engagement with CICs regarding their own stats/knowledge. Gather knowledge from our own staff regarding the sectors we are/may not be reaching. Consider the possibility of engaging a professional market research company to carry out a more in-depth analysis of those we are and aren’t reaching. Identify other ways of advertising outreach to reach a wider audience (e.g. Ombudsman workshops with NGOs working with marginalized communities).
Decisions which respect human rights and equality	7) Implement a human rights perspective in cases and promote the public sector duty as part of good public administration.	Senior management / Ombudsman / PSD Committee	Establish sub-committee of PSD Committee to examine the issues. Develop guidance and training for Ombudsman staff on examining complaints with a human rights lens.
A workplace which respects human rights and equality	8) Review and further define the role of the EDI Officer within the Office.	Equality and Diversity Officer / HR / PSD Committee	Examine EDI role in other offices; agree role with PSD Committee/HR.
	9) Update human rights training for all staff.	HR / PSD Committee	All office staff to complete the revised IHREC PSD training module through OneLearning. Put together a series of ‘lunch and learn’ events for staff on a variety of human rights and equality-related topics. Feedback from staff regarding student experience of transition year programme. Consider outreach to DEIS schools to participate in TY programme.
	10) Review and update transition year policy and programme.	HR / PSD Committee	Consider partnering with DoJ internship programme to facilitate work experience for members of the Travelling/Roma Community. Consider work placements/internships for other minority communities. Consider renewing participation in WAM programme. Consider participation in Oireachtas OWL programme.
	11) Identify internship and other work opportunities towards a more diverse workplace.	HR / PSD Committee	Consider an anonymous online survey of staff.
	12) Audit current diversity of Office staff.	HR / PSD Committee
Workplace wellness	Arrange follow-up support for staff who deal with distressed and suicidal customers.	HR	Provide training to designated “guidance officers.”
	Re-constitute Health & Wellness and Social Committees.	Executive/HR	Seek members for both committees.
	Ensure awareness of Child Safeguarding Statement for current and new staff.	HR

Public Sector Duty Action Plan 2022 - 2025