Constituent Services

NOTICE (Effective 3/19/2020)

The County is committed to the health and safety of our employees and our community. While we are making changes to some programs and services, we will continue to operate essential government services for our residents and businesses.

To ensure social distancing, staff in the Office of the County Manager are working in remote locations and are able to assist you through email or phone. For information on the Coronavirus pandemic, refer to for frequent updates.

Please note the highlighted contact information for all of our primary staff.

Thank you for your understanding.

For General Inquiries

Director, Constituent Services – Resident Ombuds

Ben Aiken

Constituent Services Manager – Business Ombuds

Katelyn Thomas

Freedom of Information Act (FOIA) Officer

Ina Chandler
For Requests and information, visit

Administrative Specialist and Acting FOIA Officer

Stephanie Washington


The Constituent Services Team helps ensure Arlington’s government works for all those living, working, conducting business or visiting the County. The team provides a link between residents, businesses, visitors and employees who have problems or are seeking information and solutions. Before contacting us, be sure to try some of our most popular and useful resources:

Contact the Constituent Services Team 

Resident and Business Services

Resident Ombuds

Arlington’s Resident Ombuds is a function of the Constituent Services Team to help citizens navigate County processes; answer questions; and handle complaints made concerning County services or activities. We work closely with the County Board Office, directing responsive action on behalf of Members.
Please Note: the Resident Ombuds does not assist with nursing home or assisted living condition issues and complaints – please contact the Northern Virginia Long-Term Care Ombudsman Program at 703-324-5861 or visit the website.

Business Ombuds

The Business Ombuds works in partnership with the business community to help resolve issues and identify potential improvements to County administrative processes. The position was created by former County Manager Barbara Donnellan as part efforts to increase economic competitiveness and solidify Arlington’s status as a premier place to do business.

Ombuds Areas of Responsibility:

  • Providing a personal contact for residents or businesses who have questions or need assistance with Arlington’s array of services.
  • Ensuring commercial tenants and small businesses have help navigating the permitting process and opening their doors for business.
  • Management of the County’s relationships with the regulated public utilities operating in Arlington, including Washington Gas and Dominion Energy.
  • Championing goals of improved customer service and increased efficiency and effectiveness across all County operations.
  • Leading various process improvement efforts.

What we don’t do:

  • Perform emergency or other immediate services.
  • Collect or share any private or protected information, such as medical records.
  • Mediate private disputes or provide legal assistance.
  • Provide financial assistance or direct County financial resources to individuals, businesses, or specific stakeholder groups.
  • Entertain personal attacks, abusive language, or threats against County staff.