Frequently Asked Questions
An organizational ombuds[1] is a designated neutral person who helps people in dealing with problems, conflicts, and/or communication issues within the organization. The Office of the Ombuds offers visitors a space for informal and confidential conversation where they can share their concerns, identify and clarify issues and explore possible options toward addressing concerns.
[1] An organizational ombuds is distinct from other types of ombuds as described by the IOA https://www.ombudsassociation.org/what-is-an-ombuds-
The Office of the University Ombuds can help visitors in several ways, including:
- Providing a safe and confidential space to share challenges and concerns
- Clarifying and identify issues, wants, needs, and feelings
- Clarifying policies and practices
- Brainstorming possible courses of action toward addressing issues
- Providing communication coaching for individuals to engage directly with one another.
- Provides shuttle diplomacy where appropriate to clarify issues and answer questions
- Provides facilitation between individuals and with groups to help visitors produce collaborative and productive episodes of communication toward long term improvement.
- Identifying recurring and emerging issues which may present opportunities for system change and presenting those issues to SCU executives
The Ombuds can discuss virtually any issue with a visitor to clarify processes, and to help visitors think through different perspectives and options around the issue. Still, some issues have pre-established methods of redress. In those cases, the Ombuds may provide a referral to the appropriate resource while still listening, and conducting informal inquiries to learn about issues.
The Ombuds adhears to the International Ombuds Association Code of Ethics and Standards of Practice. [1]As such, the Ombuds values self-determination and does not advocate for any party. An Ombuds, therefore, does not work on any party’s behalf for any specific outcome. Instead, an Ombuds aims to gather information, assist in clarifying and identifying issues, and capacitating parties toward working to address concerns. An Ombuds does not:
- Make decisions for any party
- Provide legal advice
- Disclose identifying information without consent of the visitor
- Override established processes or procedures for addressing certain issues
- Initiate, or take part in, formal investigations
- Receive notice for the organization
- Occupy any other role within the organization that would compromise neutrality
- Direct any party to take actions toward a specific outcome
[1] https://www.ombudsassociation.org/standards-of-practice-code-of-ethics
Anybody may contact the Ombuds with any issue, and if appropriate, the Ombuds may begin to work with you, or may otherwise provide a referral to an appropriate resource.
Yes, however, the nature of some issues may require disclosure to address. Since the Ombuds is an informal, impartial, independent, and confidential resource, the Ombuds cannot act on an anonymous report. For example, if a visitor reports anonymously that a working climate of a certain department is concerning to that person, the Ombuds cannot move forward without permission to disclose about the concern to others who may have the power to affect change. In addition, the Ombuds will not initiate any formal investigation with or without permission to disclose.
The Ombuds will not disclose to an inquirer the content of any conversation with the Ombuds, nor will the Ombuds confirm that any visitor has contacted the office.
The Ombuds responds to all inquiries, though some issues may be more appropriate for other resources; in that case, the Ombuds will provide a referral.
The Ombuds does not have the authority to solve problems with pre-defined methods of redress. The Ombuds does not advocate for any party by solving problems for them. Instead, the Ombuds may help by clarifying and identifying issues and processes, providing shuttle diplomacy, mediation, facilitation, and/or communication coaching to help visitors improve communication, define issues and options toward resolutions.
The Ombuds does not as an advocate for any party to any issue.