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OFFICE OF THE OMBUDSPERSON

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WHAT

is the Office of the Ombudsperson?
is the function of the Ombudsperson?
can the Office of the Ombudsperson help you with?
kinds of problems does the Office of the Ombudsperson handle?
does the word 'ombudsperson' mean?

What is the Office of the Ombudsperson?

(Operations Manual Statement, Section VI. Services, Chapter 2)
2.1 Staff and Services
2.2 Confidentiality and Independence
2.3 References
2.4 Grievance Procedures, Disciplinary Process, and Jurisdiction
2.5 Job Security and Protection of Students
2.6 Release Time From Work

The Office of the Ombudsperson serves students, faculty, and staff by offering a confidential, neutral, and independent dispute resolution service. The Ombudsperson's mission is to ensure that all members of the University community receive fair and equitable treatment within the University system.

2.1 STAFF AND SERVICES.
Established in 1985, the Office of the Ombudsperson is staffed by two Ombudspersons appointed by the President of the University. One is appointed to a half-time, non-renewable four-year term, and the other has a full-time professional appointment. The Ombudsperson investigates claims of unfair treatment or erroneous procedure and serves as a neutral and detached listener, information resource, adviser, intermediary, and mediator. The Ombudsperson considers all sides of a question impartially and objectively.

The Ombudsperson explains and clarifies the established policies and procedures of the University, and actively represents the University's commitment to fundamental fairness in its community. The Ombudsperson does not have the power to order changes in rules, regulations, policies, procedures, or the behavior of others; however, he or she does have an obligation to bring to administrators' attention any policies, programs, or personnel or institutional decisions which he or she believes violate the rights of students, faculty, or staff. The Ombudsperson shall have access to members of the University community and University files, records, reports, and information reasonably required to fulfill his or her functions. Questions concerning reasonably required access will be resolved by the General Counsel in consultation with the Ombudsperson and other appropriate University officials.

2.2 CONFIDENTIALITY AND INDEPENDENCE.
Confidentiality and independence are critical characteristics of the office. The Ombudsperson receives every new complaint with the presumption of confidentiality and never divulges a client's name or the nature of a complaint to anyone without the client's consent. The Ombudsperson is not an administrative officer of the University and does not report to any administrative office or constituency group. The office does not keep records on behalf of the University, and consultation with the office does not constitute notice to the University of any complaint or grievance. The Ombudspersons do not testify in any formal proceedings concerning matters brought in confidence to the office. The Ombudsperson presents an annual report to the President and the University community. The work of the office is reviewed by a campus-wide committee appointed by the President of the University typically every four years.

2.3 REFERENCES.
For many problems a procedure is already in place and outlined by University rules or policies. Where practical, faculty or staff members should discuss problems with department chairs, supervisors, and/or union representatives; students should observe procedures outlined in Policies and Regulations Affecting Students. Normally complainants should follow the regular policies and procedures or routes of appeal set forth in University publications (Operations Manual, Policies and Regulations Affecting Students, staff and faculty handbooks, etc.) before contacting the Ombudsperson. Sometimes, however, reasons may exist for not advancing a complaint through official channels. These channels may mean lengthy and damaging delays, or entail a lack of confidentiality and/or impartiality. In these situations the Ombudsperson may present a desirable alternative.

2.4 GRIEVANCE PROCEDURES, DISCIPLINARY PROCESS, AND JURISDICTION.
The Ombudsperson generally is not involved in the substance of formal appeal procedures, but may investigate alleged irregularities in the proceedings. The Ombudsperson may decline a case when judging intervention inappropriate. The Office of the Ombudsperson is independent of the University disciplinary process. The Ombudsperson may not take up conflicts with individuals, companies, or organizations falling outside the jurisdiction of The University of Iowa.

2.5 JOB SECURITY AND PROTECTION OF STUDENTS.
No retaliatory action is to be taken against a student, staff, or faculty member because he or she consulted with the Ombudsperson's Office. Visiting the Ombudsperson's Office should not jeopardize an employee's job security, promotion, tenure, scholarly opportunities, or performance evaluations. Neither will it jeopardize student evaluations or grades.

2.6 RELEASE TIME FROM WORK
A staff member who requests time to visit the Office of the Ombudsperson during working hours should not be denied the opportunity to do so and may request time during normal working hours for the initial appointment. For subsequent appointments, employees must request additional release time through the Office of the Ombudsperson. Employees who prefer not to notify their supervisors of their intention to visit the Ombudsperson's Office may make special arrangements for noon or after-hours appointments. Third-shift employees should schedule appointments during regular working hours (9 a.m.- 5 p.m., Monday - Friday) or telephone to make special arrangements.

What is the Office of the Ombudsperson?

The Office of the Ombudsperson serves students, faculty and staff and offers informal resolution, mediation and/or negotiation to constituents. Ideally, the Office exists to prevent conflicts from escalating beyond the ability of clients to resolve them informally. We spend considerable time working with constituents and within departments advocating civility and mutual respect as the most productive avenue to successful problem solving.

In our efforts to represent the University’s commitment to fundamental fairness, we offer an independent, impartial, confidential resource to all members of the University community. Confidentiality, neutrality and independence are the three critical characteristics of the Office. The Ombudsperson responds to each client according to the matter brought forward. Some contact the office for information only, some come to discuss options and seek advice, some come with serious complaints, grievances and issues which cannot be solved through regular channels.

The Ombudsperson may serve as an intermediary when necessary or as a mediator when disputing parties are deadlocked. The Ombudsperson explains and clarifies University policies and procedures and urges complainants to follow the regular policies and procedures of the University as outlined in University publications (Operations Manual, Policies & Regulations Affecting Students, staff and faculty handbooks, etc.). The Ombudsperson will review complaints when substantial reasons exist for not advancing a complaint through existing channels (such as lengthy delays, lack of confidentiality, or lack of impartiality).

The Ombudsperson serves the University in two ways, by pursuing individual case work and by working systemically to bring to the attention of administrators any policies, programs, personnel or institutional decisions which may violate the rights of students, faculty or staff.

What can the Office of the Ombudsperson help you with?

The role of the Ombudsperson is to see that all members of the University community are treated fairly. We are an informal dispute resolution office.

The Ombudsperson investigates claims of unfair treatment or erroneous procedure and serves as a neutral and detached listener, information resource, advisor, intermediary, and mediator. The Ombudsperson considers all sides of a question impartially and objectively.

The Ombudsperson explains and clarifies the established policies and procedures of the University, and actively represents the university's commitment to fundamental fairness in its community. The Ombudsperson does not have the power to order changes in rules, regulations, policies, procedures, or the behavior of others; however, the Ombudsperson has an obligation to bring to administrators' attention any policies, programs, personnel or institutional decisions which he or she believes violates the rights of students, faculty, or staff.

In short, the Office of the Ombudsperson can help you by listening, helping to analyze a problem, identifying and explaining relevant University policies and procedures, helping to identify options, mediating conflicts, and recommending needed changes in University policies and procedures.

What kinds of problems does the Office of the Ombudsperson handle?

The Office of the Ombudsperson will handle a wide variety of problems, especially problems that are not being adequately addressed through regular University channels. If you are unsure of whether a problem can be addressed by the Ombudsperson, feel free to call the office (319/335- 3608) for advice on the matter. As the following nonexclusive list suggests, the Office of the Ombudsperson may be able to help you:

What does the word 'ombudsperson' mean?

Courtesy of the Merriam-Webster Collegiate Dictionary:
Main Entry: om·buds·per·son
Pronunciation: 'äm-"budz-'p&r-s&n, 'om-'budz, äm-'budz-,
Function: noun
Etymology: Swedish, literally, representative, from Old Norse umbothsmathr, from umboth commission + mathr man Date: 1959
2 : one that investigates reported complaints (as from students or consumers), reports findings, and helps to achieve equitable settlements

 

 

 

 

 

 

 

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