COAERS established the Ombuds Office in Spring 2025 in support of the System's mission: Providing Your Promised Benefits
 

What is an ombuds? 

The word ombuds (AHM buhdz) comes from a Swedish term that means “representative.” The mission of the Ombuds Office at COAERS is to create a safe and confidential space for active City of Austin employees, retirees, or beneficiaries to ask questions, share concerns and seek informal assistance in resolving issues related to COAERS. The Ombuds Office also identifies systemic concerns and makes recommendations to leadership to promote equity and improve the culture and climate of COAERS. 
 

When can you contact the Ombuds Office? 

We're here to help when you:

• Don't know where to go to obtain information or to discuss a question, issue or concern 
• Need help to understand a policy or procedure
• Need assistance in how to navigate a system or process 
• Have been unable to resolve an issue or concern within the normal channels
• Think that you have been treated unfairly or that a policy has been violated or applied unfairly 
   

How can I contact the Ombuds Office? 

The COAERS Ombuds can be contacted via phone or email:

Sarah McCleary, COAERS Ombuds

• Call (512) 458-2551 extension 130
• Email Sarah.McCleary@coaers.org
  • Please include your name, a telephone number, and a good time for a call back