(b) The office of the ombudsperson shall serve as an impartial resource to the public, including stakeholders, by doing the following:

1. (1) Receive complaints and suggestions from the public.
2. (2) Evaluate complaints.
3. (3) Report findings and make recommendations to the director and the board.
4. (4) Render assistance to the public, when appropriate.

(d) The board shall establish procedures governing the exercise of the ombudsperson’s duties, including all of the following:

1. (1) Methods to encourage the submission of complaints or suggestions and safeguards to ensure confidentiality.
2. (2) Forms to submit complaints and suggestions to the ombudsperson.
3. (3) Criteria for prioritization of complaints and suggestions submitted to the ombudsperson.
4. (4) Access to information and resources to improve understanding of the department’s activities and opportunities for involvement in the department’s regulatory processes.