FAQs
What is an Ombudsperson?????
An Ombudsperson is a neutral party that provides the university community and members of the public dealing with the university, with confidential, informal assistance in resolving confusion or disputes, in an environment where you can openly discuss issues without having concerns shared, without your consent.
Who are the UA Ombuds?
The UA Ombuds are employees and students that have been nominated by their peers and are selected and appointed by the President to serve two-year terms in addition to their regular job duties. Many ombuds renew their terms and have served on the Committee since it was implemented in 1992. Committee members receive training in problem-solving techniques and diversity awareness. The ombuds practice in accordance with the Standards of Practice and Code of Ethics of the The International Ombudsman Association (IOA)
Ombuds Committee?
The Ombuds Committee provides the University with diversity in gender, race, employee classification, and student background, offering vast knowledge and experience regarding policies and procedures on main campus, at AHSC, and our satellite campuses.
What's the Purpose of the Ombuds Committee?
Ombuds provide the University community and members of the public with confidential, informal assistance in resolving disputes or confusion in a neutral environment where they can openly discuss issues without having those concerns shared without the consent.
The main goal is to help students and employees manage conflict or perceived conflict effectively by providing information or generating options for problem solving.
It was founded on the belief that, by providing alternative modes of dispute resolution other than lengthy internal grievance procedures or costly litigation, the quality of the University environment and the University's relationship with members of the public would be greatly improved.
The Ombuds Committee also provides an increasingly widespread network of trained individuals from all areas of campus who are committed to early dispute resolution and are willing to volunteer their time. Additionally, students and employees have the opportunity to learn effective ways to handle problems on their own.
Who can Call an Ombuds?
Students, classified staff, appointed personnel, administrators, faculty, or members of the public dealing with the University, BEFORE a situation reaches a formal stage.
What is the Formal stage?
If you are an employee, and are involved in termination proceedings, the formal grievance process, or have consulted with or have an attorney, it is too late to speak to an ombuds. If you are a student and are already involved in a formal grievance process, or have consulted with or have an attorney, an ombuds cannot assist you.
Can the Ombuds give me legal advice?
No! The ombuds will assist in identifying University procedures or policies, and discuss and help you evaluate options.
Will the Ombuds be my spokesperson and represent me?
No! The ombuds are neutral, impartial third parties. They do not advocate for either side and they are not judgmental, but they do strive for fairness, and facilitate communication to help people reach mutually satisfactory agreements.
Are all Conversations with an Ombuds Confidential?
Most conversations with the Ombuds are confidential, and the Ombuds will not disclose any part of your conversation without your permission.
If a person speaks about intending serious harm to himself or herself or others, if the complainant confesses to serious misconduct or a crime, or, if during the course of an investigation possible criminal implications arise, an ombuds will use personal discretion in determining whether or not the information should be carried forward to an appropriate authority or agency.
Speaking to an ombuds does not constitute legal notice to the University that a problem exists. The Ombuds Office is not an office "of record". The ombuds does not keep files on visitors, does not perform formal investigations or participate in formal procedures. If a matter becomes a formal grievance or legal action, you cannot request an ombuds to testify against, for or in support of your position.
What about Sexual Harassment?
The ombuds will Listen to your concerns, and if the situation infers possible sexual harassment, the ombuds will encourage YOU to call the University Office of Equal Opportunity and Affirmative Action.
How is the Ombuds different that going to my supervisor, Human Resources, or EOAAO?
Line management, human resources, EOAAO and internal audit are formal channels. They are offices of record that conduct formal investigations, make written findings and recommendations, and make decisions and set policies.
If you want to make a formal complaint, or you wish to have your concerns documented, you must go through a formal channel.
If you want to have a confidential, off-the-record converation with a neutral party, contact the Ombuds.
Who Do the Ombuds Report to?
The ombuds are independent of all other offices on campus when they are serving in their voluntarily role as an ombuds. Ombuds do not keep records, although statistical information is gathered,without jeopardizing confidentiality, to help identify trouble spots or policies and procedures that need updating or improvement.
Ombuds gain a global perspective of repeated difficulties or on-going systemic snags. The ombuds may make recommendations for procedural changes, but have no power to change decisions.
An annual report is presented to the President.
How Do I Know Which Ombuds Can Help Me?
The Program Director or co-chairs can assist you in identifying an ombud that is available to quickly respond to your needs, and qualified and experienced to expeditiously address your concerns. You may also call any ombuds, who will either help you or identify another ombud that is more knowledgeable and experienced to help you problem-solve your concerns.
Students, Appointed Personnel, Faculty, Staff, and members of the public dealing with the University, have the option of contacting any member of the ombuds committee; you are not limited to the ombuds in your classification.
Callers are advised to work with only one ombuds, to prevent additional confusion or an overlap of inquiries.
What Can The Ombuds Do?
The ombuds spend a lot of time LISTENING without passing judgment on the person or the problem;
After ASSESSING the situation, the ombuds offer a neutral perspective; and may provide information on policies and procedures, and discuss OPTIONS with the caller;
The ombuds may empower the caller to solve problems for him or herself by explaining rules and procedures, or giving directions on where to go and who to see;
The ombuds may set the tone for open discussion and FACILITATE communication between parties or perform shuttle diplomacy on behalf of the caller in a non-adversarial atmosphere. The neutral position of the ombuds, and collaboration of the parties helps move all parties toward resolution without assessing blame.
About Mediation:
Essential ombuds skills include the ability to clarify issues, reframe issues in interest-based language, encourage open expression and keep the problem-solving process moving toward closure.
As a neutral party, the ombuds use the tools of a mediator to facilitate communication between parties.
Although many of the ombuds are trained in formal mediation, they do not conduct formal mediations; they conduct third-party facilitation. The University has a partnership with the Community Mediation Program (CMP), a division of Our Family Services, a non-profit organization, who can provide the University with an experienced, trained mediator.
What if the Informal Process Doesn't Work?
You are not precluded from pursuing formal remedies, and the ombuds will refer you to your formal options.
What are Some of the Benefits of Speaking with an Ombuds?
Sometimes, people just need someone to Listen.
You choose the path of resolution. No one will know you spoke to an ombuds, unless you give your permission.
What are some examples of situations brought to an ombudsperson?
Graduate Students and Undergraduate Students
- Communications breakdowns with professors - just need to talk
- Employment issues that could affect relationships and success
- Fear of confrontation
- Personality conflicts that may affect employment or class grade
- Faculty relationships
- Residency issues
- Student disagreements
- Cultural differences
Employees: Appointed Personnel, Academic Professionals, Faculty, Classified Staff
- Communication breakdowns with supervisor and ensuing tension
- Supervisor relations
- Co-worker relations
- Supervisor's concern over non-responsive employee
- Procedures and policies
- Harassment
- Space issues
Parents
- Confusion with refunds, admissions, residency
- Frustration over FERPA
