Then and now: Interviews with expert U.S. organizational ombudsmen

Through the stories of twenty-four pioneering U.S. organizational ombudsmen, this article explores the history of the modern organizational ombudsman role and what needs to be done to strengthen the field. Those interviewed are considered leaders in the field, many having practiced the role early in its existence and for ten or more years. They describe its evolution, citing factors such as peer-to-peer support and standards of practice that contributed to its growth and stability, and ongoing challenges, including the need for a shield law and more effective assessment and communication of the value of the role.