 |
|||||||
 |
 |
 |
|||||
 |
 |
 |
 |
 |
 |
||
 |
|
|
|
|
|
|
|
- What is unique about the Ombuds Office?
- When is it not appropriate to involve the Ombuds Officer?
- What does the term "Ombuds" mean?
- Who can use the services of the Ombuds Office?
- Why was the Ombuds Office established?
- What does the term "Confidential" mean?
- What resources would I explore before contacting the Ombuds Officer?
- When should you see an Ombuds Officer?
- How Does the Ombuds Office help you?
Answers:
What is unique about the Ombuds Office? <back to questions>
Independence:
The OMBUDS Office is independent in structure, function and appearance to the highest degree possible within the organization. The OMBUDS Officer is not part of line management, does nto make management decisions, cannot make anyone take a particular course of action, nor does it take on roles that might compromise independence. The OMBUDS Officer has access to all information and all individuals in the university community, as permitted by law.
Confidentiality:
Identities and concerns discussed with the OMBUDS Office will not be shared with anyone else without permission, except to the extent required by law. If there appears to be imminent threat of serious harm, confidentiality will be broken.
Informality:
The OMBUDS Office is an informal avenue that will take into consideration the interests and concerns of all members of the UCF community. It is not a place where you give notice of wrong-doing, although it can direct you to the appropriate office. It encourages people to resolve problems at the lowest effective level before they escalate. If they become formal, its involvement stops. The OMBUDS Office will not participate in any formal grievance or appeal process.
Impartiality:
The OMBUDS Officer does not take sides, but considers the rights and interests of all parties involved in search for a fair resolution to the problem. The OMBUDS Officer is a designated neutral, does not arbitrate, adjudicate, or participate in the formal grievance process.
When is it not appropriate to involve the Ombuds Officer? <back to questions>
- You want legal advice or legal representation. The Ombuds Officer can advise you of your rights within the university, but will not provide legal advice or represent you in a legal matter.
- You have a non-university related disagreement or problem. The Ombuds Office will not address disputes between members of the campus community and private individuals, companies, or organizations not affiliated with the University of Central Florida. Student Legal Services can be used by students to address this type of problem.
- You want someone to advocate for you in a dispute. The Ombuds Officer is a neutral facilitator, not an advocate for either side of a dispute. The goal of the Ombuds Office is to advocate for fair process.
What does the term "Ombuds" mean? <back to questions>
An ombuds officer is an impartial and independent party appointed to receive complaints; one who provides informal and confidential* assistance to help achieve resolution to a complaint.
*Confidential:
- All conversations with the Ombuds Office staff are confidential unless authorized by the complainant or otherwise required by applicable law, including without limitation, Chapter 119, Florida Statutes.
- The Ombuds Officer will not testify in any formal judicial or administrative hearing about concerns brought to her attention.
- If there appears to be imminent threat of serious harm, confidentiality will be broken.
The word OMBUDSMAN (om - buds - man) comes from Scandinavia during the 19th century, where the term applied to a public official appointed to investigate citizens' complaints against government agencies. The purpose of the Ombuds Office is to assure that every voice in the organization can be heard and that every problem can receive an impartial review.
To do this, an Ombudsperson must be a designated neutral and the organization must ask that the Ombuds surface the truth rather than defend a particular point of view. If justice is to be served, the Ombuds must also be able to provide confidentiality so that individuals can come forward and speak the truth.
Excerpts reprinted from The Ombudsman Handbook, The Ombudsman Association, Inc., 1994
Who can use the services of the Ombuds Office? <back to questions>
All members of the University community (students, faculty, staff, alumni and parents)
Why was the Ombuds Office established? <back to questions>
The Ombuds Office at the University of Central Florida was established in 1994 by President John C. Hitt to enhance the quality of service offered to all members of the university community. In an infomal, independent, impartial, and confidential manner, the office facilitates a fair resolution to problems that arise on campus, especially those that have not been adequately addressed through usual channels.
What does the term "Confidential" mean? <back to questions>
- All conversations with the Ombuds Office staff are confidential unless authorized by the complainant or otherwise required by applicable law, including without limitation, Chapter 119, Florida Statutes.
- The Ombuds Officer keeps no records containing identifying information on behalf of the organization.
- The Ombuds Officer will not testify in any formal judicial or administrative hearing about concerns brought to her attention.
- If there appears to be imminent threat of serious harm, confidentiality will be broken.
What resources would I explore before contacting the Ombuds Officer? <back to questions>
- Speak directly with the party involved with your concern and try to resolve the issue.
- If you are unable to resolve the issue directly with the party involved, advance to the next level of appeal (Department Chair, Dean, Director, Vice President, etc.).
- Depending on your status (student, staff, faculty) consult the appropriate hanbook or Website (Golden Rule, Undergraduate or Graduate Catalog, Faculty Handbook, A&P and USPS Handbook).
When should you see an Ombuds Officer? <back to questions>
- You feel as if you're trapped in an endless maze, running around in circles, or at the end of your rope.
- You're confused about university policy.
- You need someone to really listen to what you have to say.
- You feel as if you have been unfairly treated by anyone on campus.
- You feel that a university policy, procedure, or regulation is unfair.
How Does the Ombuds Office help you? <back to questions>
- Listening to your complaint.
- Clarifying university policy.
- Answering questions concerning appropriate channels.
- Assisting with problems that have not been resolved by other offices.
- Informally investigating your complaint if usual avenues of appeal or grievance have been exhausted. Formal investigations for the purposes of adjudication should be done by others.
- Making referrals to individuals more expert in a specific concern.
- Helping define options that are available to you.
- Recommending changes/improvements to university policy, rules, or procedures that are outdated, unclear, or ineffective.
- Opening avenues of communication.
- Offering a SAFE place to discuss your concerns.