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DIRECTIVE NUMBER: 9010.01
TITLE: HEADQUARTERS AND REGIONAL OSWER OMBUDSMAN FUNCTIONS
APPROVAL DATE: AUG 14, 1991
EFFECTIVE DATE: AUG 14, 1991
ORIGINATING OFFICE: ASST ADMIN, OSWER
G FINAL
D DRAFT
STATUS:
[ ] A- Pending OMB approval
[ ] B- Pending AA-OSWER approval
[ ] C- For review &/or comment
[ ] D- In development or circulating
REFERENCE (other document*):
headquarters
E DIRECTIVE DIRECTIVE D
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United States Environmental Protection Agency
Washington. DC 20460
OSWER Directive Initiation Request
i. Directive Number
9010.01
2. Originator Information
Name of Contact Person
Robert J. Knox
Mail Code
OS-130
Office
Ombudsman
Telephone Code
475-9361
3. Title
Headquarters and Regional OSWER Ombudsman Functions
4. Summary of Directive (include brief statement of purpose)
Broadens the Ombudsman function to cover all OSWER Programs including RCRA,
SUPERFUND, CEPP, Underground Storage Tanks and oil spills. Also established is a
toll-free "response line" for citizen access to the Ombudsman.
5. Keywords
Broaden Ombudsman function, Toll-free response line
5a. Does This Directive Supersede Previous Directive(s)?
b. Does It Supplement Previous Directive(s)?
No
No
Yes What directive (number, title)
Yes What directive (number, title)
7. Draft Level
A - Signed by AA/DAA
B -- Signed by Office Director
C - For Review & Comment
D - In Development
8. Document to be distributed to States by Headquarters?
X
Yes
No
This Request Meets OSWER Directives System Format Standards.
9. Signature of Lead Office Directives Coordinator
^^vyk>>^c^A- -^_,
10. Name and Title of Approving Official
Date
Sr-|S-9|
Date
EPA Form 1315-17 (Rev. 5-87) Previous editions are obsolete.
OSWER . OSWER OSWER O
VE DIRECTIVE DIRECTIVE DIRECTIVE
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9010.01
UNITED STATES ENVIRONMENTAL PROTECTION AGENCY
WASHINGTON, D.C. 20460
"V
AUS I 4 1991
OFFICE OF
SOLID WASTE AND EMERGENCY RESPONSE
MEMORANDUM
SUBJECT: Headquarters and:/Regj/onal
3SWER Ombudsman Functions
Q-/
h
FROM: .ft/Don R. Clay
>Y Assistant Administrator
TO: \ Waste Management Division Directors
1 Regions I-X
Environmental Services Division Directors
Regions I, VI and VII
Superfund Community Relations Managers
Regions I-X
PURPOSE;
To expand the OSWER Ombudsman functions in EPA Headquarters
and Regions.
BACKGROUND:
As you know, OSWER established the Office of Ombudsman in
May, 1986, as was required under the Hazardous and Solid Waste
Amendments (HSWA). The function of the Office of Ombudsman was
"to receive individual complaints, grievances, requests for
information submitted by any person with respect to any program
or requirement under this act." In addition, the Ombudsman was
charged with rendering "assistance with respect to the
complaints, grievances, and requests submitted to the Office of
Ombudsman," and making "appropriate recommendations to the
Administrator."
In July 1986 the Agency expanded the Ombudsman function to
include Superfund issues and to provide this service for all of
OSWER in Headquarters and the Regions. However, it is clear that
this is not well known among Superfund staff in Headquarters and
the Regions.
Printed on Receded Paoer
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90L0.01
As stated in the Hazardous Waste Ombudsman Handbook, the
Ombudsman assists the general public by:
o Acting as an EPA contact for the public;
o Providing people-to-people service;
o Enhancing program responsiveness;
o Promoting goodwill;
o Cutting through red tape; and,
o Expediting without alienating.
The Handbook further delineates Ombudsman policy as follows:
"While striving to be objective, the Ombudsman must remember that
he or she is part of EPA's mission, and thus, must work within
EPA's system to address problems rather than standing apart and
criticizing the Agency."
IMPLEMENTATION:
In view of the broad and interrelated nature of our mission
and a desire to provide increased and easier public access to
information concerning the handling of hazardous waste, I have
decided to expand, formally, the role of the OSWER Ombudsman.
This comes at a time when many of our Regional and Headquarters
program offices have been discussing the need for establishment
of and/or expansion of Ombudsman-like programs. It will, I
believe, serve to clarify the scope and commitment of OSWER to
this important function. Because consistency is important in
assuring equal public access to this service and because the
Ombudsman function draws its strength from its network of
Regional counterparts, I am requesting that each Region similarly
broaden its Ombudsman function to cover all OSWER programs,
including RCRA. Superfund. chemical emergency preparedness.
underground storage tanks, and oil spills.
The OSWER Ombudsman program employs the "self-correctional"
method, which encourages the line staff to resolve complaints
within their own programs. This method not only provides the
complainant with knowledgeable respondents, but also provides
staff with an opportunity to address potential problems of which
they might not otherwise become aware and take on ownership of
the complaint process. The OSWER Ombudsman role is to bring
people together to resolve problems in a team approach, calling
in experts for a particular case when needed. The Ombudsman
assists EPA management by:
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9010.01
- 3 -
o Early identification of problem areas;
o Raising issues for analysis;
o Collecting and analyzing information;
o Documenting findings and conclusions; and,
o Presenting results to senior EPA management.
Additionally, it has come to my attention that many citizens
using the Ombudsman service have commented about the limited and
costly nature of accessibility to the program. I believe that
this accessibility could be vastly improved through the use of a
toll-free number. After reviewing this issue, I have decided on
a trial one-year program which would establish and broadly
publicize a toll-free, 800 telephone number. We have recently
acquired a Senior Environment Employment (SEE) Ombudsman Program
Assistant, who will assist in the program and will conduct an
annual evaluation of the effectiveness and utilization of the new
toll-free service. We will be establishing a computerized data
base to track more efficiently programmatic trends, geographic
interests, and complaint resolution records. These data will be
valuable to us as an early warning system, as a means of
identifying potentially significant areas for self-evaluation,
and in our assessment of environmental equity issues.
At my request, the Hazardous Waste Ombudsman, Bob Knox,
attended the recent national Superfund Community Relations
Coordinators Conference in Boston, where he explained how the
Ombudsman might interface with the Superfund Community Relations
staff. Community Relations Coordinators from across the nation
voiced a concern that the Ombudsman might duplicate, and in some
cases inadvertently undermine, their public involvement efforts.
While I can understand such concerns, I am convinced that
the benefits will far outweigh the risks. The Ombudsman is
committed to working within the system, and talking directly to
the program areas in which issues arise. He or she will not
circumvent existing community relations staff, and will not serve
as a place to go to contest or override Superfund decisions. I
look forward to working with all of you as we enhance this
program and public access to our program information. If you
have any questions, please call Bob at FTS 475-9361.
cc: OSWER OD's
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