How does the Ombudsman help?

The Ombudsman’s services to the public and to employees include assisting the citizens in resolving their complaints about Orange County Government. The Ombudsman may also refer the complaint to the appropriate investigatory office for review and resolution. How your complaint is handled depends on the circumstances.

Will the Ombudsman advocate for me?

The Ombudsman does not take sides. This office does not advocate for citizens or employees against a department or division and it does not advocate for the department or division against the citizen or employee. Rather, it bases any actions and recommendations taken on law, policy and the facts of the case. The Ombudsman expects all parties involved in the investigation to perform their duties in accordance with state and local law and written policy.

Can the Ombudsman provide legal advice?

No. The Office of the Ombudsman may be able to help you understand Orange County code and policy and the obligations the County must operate under the County Charter. If you believe your rights have been violated, you may need to consult with an attorney. You can contact the Florida Bar Association’s lawyer referral service, which can provide you with the names of licensed attorneys at no charge.

Should I bother with filing appeals and grievances?

Yes. For employees, typical protocols and procedures must be followed through the appropriate channels before bringing any complaints related to employment issues to the Ombudsman. Generally, the Ombudsman does not review complaints until the department or division has had the opportunity to address the problem and all standard procedures afforded to employees have been exhausted. Anyone can make a mistake and management deserves an opportunity to correct mistakes brought to their attention. Often, the fastest way to resolve a problem is for you to discuss the matter with your division HR representative or to request reconsideration using the established appeal or grievance procedure. Most appeal and grievance procedures have deadlines you must meet to receive consideration. Contacting the Ombudsman does not change these deadlines.

What kind of documentation should I provide to the Ombudsman?

Please provide photocopies of any and all correspondence, including letters, receipts, statements, emails, etc. This documentation of your interactions with management and/or human resources will help us to figure out more quickly how we may be able to help you.

Does the Ombudsman review and investigate complaints against elected officials?

No. Any complaints or allegations of violations of the County’s Local Code of Ethics (Article XIII, Chapter 2, Orange County Code of Ordinances) against an elected official should be filed with the Office of Agenda Development; the Office of Agenda Development will forward the complaint to the County’s Office of Professional Standards who will assign the complaint to an outside Investigative Officer to conduct the initial investigation of the complaint. The local complaint form can be obtained from the Office of Agenda Development, County Attorney’s office, or Ombudsman. Any complaints or allegations of violations of the State Code of Ethics (Part III, Chapter 112, Florida Statutes) against an elected official would need to be directed to the Florida Commission on Ethics in Tallahassee. A complaint form must be completed and filed with the Commission prior to the Commission launching an investigation. The Ombudsman can provide you with a form or you can download the form from the State of Florida’s website.

Does the Ombudsman receive ethics complaints about unethical actions or behavior by an Orange County employee?

Yes. Any complaints or allegations of employee violations of the County’s Local Code of Ethics (Article XIII, Chapter 2, Orange County Code of Ordinances) should be filed with the Office of Agenda Development. The Office of Agenda Development will forward the complaint to the Office of Professional Standards who will conduct forward the complaint to the Ombudsman or to an outside Investigative Officer to conduct the initial investigation of the complaint. The local complaint form can be obtained from the Office of Agenda Development, County Attorney’s office, or Ombudsman.

You may access Municode.com to review the County’s Local Code of Ethics. For further information on the County’s local investigation process for alleged violations of the County’s Local Code of Ethics, please see County Administrative Regulation 2.22.

Does the Ombudsman provide assistance for complaints against private companies or other governmental entities?

No. The Ombudsman only has authority to address issues with Orange County Government.

Does the Ombudsman assist with nursing home or long term care facilities?

No. The State of Florida Long Term Care Ombudsman program addresses these issues. They can be reached at 1-888-831-0404.