Frequently Asked Questions

Q: What are the unique features of the Ombuds Office?

A:Confidentiality, informality, neutrality, and impartiality. Confidentiality means that the ombuds will not reveal the identity of anyone contacting the office, except where required by law or where consent is given. Informality means that the Ombuds Office operates outside the formal appeal or grievance process. The Ombuds Office does not maintain records for the university. Neutrality means that the ombuds is impartial and does not take sides when hearing a problem or concern. The ombuds is not a decision-maker and will not adjudicate, testify, or participate in any formal process. Independence means that the Ombuds Office is a separate and distinct department. Although the ombuds does report to the president, such reports are solely statistical in nature.

Q: When should I contact the Ombuds Office?

A: When you have a problem and don't where to go, or when you know where to take your problem but are having difficulty getting there. Some examples of the type of concerns received by the Ombuds Office include, but are not limited, to:

• Interpersonal conflicts
• Disagreement over grades
• Working conditions
• Sexual harassment
• Discrimination
• Clarification of policies or procedures
• Conflict resolution training

If you are not sure whether the Ombuds Office can be of assistance, just ask. Even if the Ombuds Office is unable to assist you directly, the ombuds will be able to refer you to the appropriate policy, procedures, or person.

Q: What if this is an emergency?

A: Call Campus Safety immediately at 911.

Q: When can I meet with an ombuds?

A: Meetings are generally scheduled between 8:00 - 5:00, Monday - Friday. Upon request, the ombuds can arrange to meet at a different time or place, as is convenient and safe.

Q: What does it mean that the Ombuds Office is independent from the university?

A: The Ombuds Office reports directly to the Office of the President for administrative and budgetary purposes only. The role and function of the Ombuds Office is defined by the International Ombudsman Association Standards of Practice and Code of Ethics: http://www.ombudsassociation.org/standards/Stds_Practice_1-07.pdf

Q: How is the Ombuds Office informal?

A: Use of the Ombuds Office is voluntary. The office is not a replacement or substitute for formal grievance, investigative, and appeal processes provided by the university. Conversations with an ombuds are confidential and considered "off the record."

The office intervenes, when requested, to assist parties in finding a resolution when privacy, discretion, and promptness are desired.

Q: How is the Ombuds Office different from an "office of record"?

A: The Ombuds Office can receive information in confidence and is not obligated to report what is disclosed. The exceptions to confidentiality are disclosures of imminent risk of serious harm to self or the general public, and matters relating to serious misconduct or a crime.

An office of record may be obligated to conduct a formal investigation once given notice of a matter, concern, or complaint; the Ombuds Office is not bound by this obligation. In short, by coming to the Ombuds Office, the visitor has control over what is disclosed and can decide how the matter will be handled. The office keeps no documents or permanent records that identify visitors to the office.

Q: Does the Ombuds Office identify and report trends and systemic problems?

A: Yes. The office extracts demographic statistics such as: visitor gender and ethnicity; type of complaint; whether the visitor was a student, staff, faculty, administrator, or other; and the outcome. The statistics have no identifying links to the visitor. The information compiled gives the office data to make recommendations regarding systemic change where appropriate.

Q: What if a matter is brought to the attention of the Ombuds Office and it cannot be resolved informally?

A: The office will refer the visitor to an appropriate office.

Q: Can I use the Ombuds Office when I have filed a grievance or retained an attorney or union
representative?

A: No. The office is an informal resource designed to resolve complaints, concerns, or problems before a grievance has been filed or an attorney or union representative has been retained.

Q: Is the Ombuds Office an advocate for those who use the office?

A: No. The office does not take sides. An ombuds is a designated neutral. The office advocates for a fair process.

Q: If I have a dispute or conflict when there is a power imbalance, how can the office help?

A: The role of an ombuds is to remain impartial; to listen to and acknowledge all parties' concerns and interests; to gather facts and ask appropriate questions as an informal means to help parties identify acceptable outcomes.

Q: How can I be sure that my contact with the Ombuds Office is confidential?

A: Confidentiality is the foundation of the office and is a fundamental principle in our professional Code of Ethics and Standards of Practice. As a visitor to the office, you can expect that conversations with an ombuds are confidential and "off the record." The exceptions to confidentiality are disclosures, for example, of imminent risk of serious harm to self or the general public. The agreement to maintain confidentiality is what allows the office to be an alternative channel of communication. An ombuds will not disclose the identity of a visitor who uses the office nor disclose any information regarding a voiced complaint, concern or problem without the visitor's expressed permission. The office provides an alternative resource for a visitor to explore and consider options in order to make an informed decision.