Interested in being a GAAR Ombuds?

Recruitment for Ombuds Volunteers is now open!

Q.  What is the Ombuds Program?
A.   The Ombuds program is a GAAR member-benefit that provides you and the public with a confidential low-level conflict resolution service. The Ombuds service is free of charge and has successfully assisted ‘visitors’ to the program (REALTORS® or the Public) by offering a non-escalating, off-the-record resource that gives timely answers to general real estate-related questions and explores options, approaches, and alternatives available to help visitors resolve matters without resorting to more formal channels.

Q.  Who is an Ombuds?
A.  An Ombuds is a REALTOR® in good standing who volunteers their time and skills for the betterment of the REALTOR® community; they aren’t advocates, legal counsel or judges… an Ombuds is a highly trained impartial facilitator who assists visitors in problem-solving. They do not judge an issue or tell people what to do! The result of an interaction with an Ombuds is ‘win-win’ outcomes that can keep a ‘deal’ alive, restore communication, salvage relationships and stop minor disputes from becoming lawsuits or formal ethics complaints. If you are interested in becoming an Ombuds, be sure to check out the information and application below.

Overview                                                                              
The Greater Albuquerque Association of REALTORS® (GAAR) is now accepting applications from REALTOR® members who are interested in serving in the part-time, volunteer position of Ombuds. 

The GAAR Ombuds Program is meant to supplement the existing set of dispute resolution processes currently available at GAAR (i.e., ethics hearings, arbitration, and mediation). The Ombuds Program is a less formal, more expedited means of resolving issues and conflicts between REALTOR® members, members and their customers/clients, and members of the public.

This position will report to the GAAR Board of Directors or its designee and will report trends and themes periodically to the GAAR Board of Directors and others as requested.

Successful candidates will receive comprehensive Ombuds training prior to assuming the Ombuds role and will receive on-going training tailored to their role.

Position Description
The GAAR Ombuds provides highly confidential, neutral, and informal advice and information regarding any issues relating to general real estate transactions or issues arising out of working with a member of the GAAR REALTOR® community. The Ombuds will serve as an independent resource to discuss options and to provide answers and referrals to other appropriate resources.

An effective Ombuds will quickly assess a variety of situations and respond in a professional manner, using excellent communication and alternative dispute resolution abilities. Their primary goal is to establish and maintain an effective connection with the visitors, the Ombuds will also stay appropriately detached from the visitor’s issues and concerns (must remain neutral!).

Ombuds serve on a rotating basis and usually no more than a couple of hours per week. Most of the communications with the folks in a dispute (referred to as “visitors”) will be via telephone; case tracking will occur remotely. 

Required Skills, Knowledge, and Abilities:

  • New Mexico licensed real estate practitioner and REALTOR® member of GAAR for previous five (5) years, with no ethics violations in previous three (3) years
  • Thorough knowledge and experience with state real estate laws, regulations, and practices
  • Demonstrated experience in facilitating communications and intervening with individuals in conflict
  • Ability to develop a good understanding of GAAR’s professional standards processes, and NAR’s Code of Ethics and Standards of Practice
  • Excellent demonstrated communications skills, including active and patient listening; effective presentation skills
  • Ability to build rapport, generate trust and confidence, and demonstrate sincerity and neutrality
  • Record of reliability and responsiveness; good follow-through on commitments

Desired Skills, Knowledge, and Abilities: 

  • Experience serving on the Professional Standards or Grievance Committee
  • Experience conducting arbitration, mediation, formal or informal complaint resolution, customer service support, or other forms of alternative dispute resolution
  • Completion of communication, mediation, or conflict resolution training
  • Strong computer skills

How to Apply
Persons interested in being considered for this volunteer position should complete the application, scan and email to melody@gaar.com by August 30, 2018; be available for an interview the week of September 10th, 2018 and if accepted into the program, be available to attend the mandatory training September 24–27th, 2018.

Click below to access the application.

If you have further questions, contact Melody Mar, Director of Professional Standards at 505-724-3466 or melody@gaar.com.