What an Ombuds Does:

• Listens to and discusses questions, concerns and complaints

• Helps identify and evaluate options

• Answers questions or helps find others who can

• Explains university policies and procedures

• Provides referrals to other available resources

• Coaches visitors on ways to resolve problems informally

• Advises visitors about formal and administrative options

• Mediates disputes in ways that satisfy the interests of all parties

• Without disclosing a visitor’s identity (unless the visitor gives permission), offers feedback about reported concerns and problems to appropriate personnel.

• Advises officials of recurring or unresolved issues within the university

• Identifies organization-wide problems and recommends appropriate and responsible changes

• Promotes fair processes and their consistent implementation

What an Ombuds does not do:

• Identify who talks with the ombuds or disclose confidential information without a visitor’s permission except for rare situations (see confidentiality)

• Take sides in a dispute

• Make or change administrative decisions

• Make or change policy

• Get involved in disputes which are being formally grieved or appealed

• Serve as witness or advocate for any individual or area within the university

• Belong to the established "chain of command" in the university structure

• Replace other informal channels for resolving issues

• Replace formal grievance or appeal processes