(The ombudsman office) is seen as a way to address things constrictively. It acts as a balance to more formal, grievance-oriented or adjudicative kind of processes.

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Just having the opportunity to know that they can come in and speak openly, be very respectfully listened to, and get a very clear, forthright and reality-based response that very much factors in their interests. It's not just the party line, and that in and of itself is a weight off of people's shoulders.

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