What Ombuds Do

Overview

The ombudsperson can help individuals and groups – also known as “visitors” – by listening and helping clarify their concerns; identifying options for resolution; providing referral to a university office when appropriate; discussing relevant university policies that may apply to the situation; coaching on how to have a difficult conversation; and mediating between parties as necessary.
The ombudsperson supplements, but does not replace, the university’s existing avenues for formal conflict resolution.
The ombudsperson may inform university officials about systemic problems or general trends that may merit review or further consideration for the good of the university community.
The Office of the Ombudsperson does not function as an advocate for the visitors seeking ombudsperson assistance, nor does the office represent university management and leadership. Rather, the ombudsperson is an advocate for respectful dialogue, fair practices and mutual understanding.
Everything shared with the ombudsperson is confidential and will not be shared with any other person or office without the visitor’s permission, unless required by law.
The ombudsperson follows consistent practices and procedures regarding its operation in compliance with the Code of Ethics and Standards of Practice of the International Ombuds Association.

Trainings, Workshops, and Meetings

The University Ombuds Office seeks to help campus community members prevent, mitigate, effectively respond, and resolve conflict. We offer or partner with other campus departments, training tailored to your specific group on a range of topics including, but not limited to:

Workplace Conflict
Bullying
Difficult Conversations
Effective Communication
Conflict Avoidance and Resolution
Effective Listening Skills

Most programs can focus on basic elements that incorporate all the topics above, and others that may be relevant to your group.

Outreach

The concept of ombuds operations are easy to understand, but members of the OU community cannot be served unless they know these services exist. The ombudsperson requests assistance from management and leadership in offices, divisions, working groups, student organizations, etc. in helping inform all members of the campus community about the Ombuds Office. The ombudsperson can attend a regularly scheduled meeting at any time, including evenings and weekends, to present information about services provided. Please reach out via phone or email to request the ombudsperson to attend (virtually or in person) and give a brief presentation about ombuds services at OU.

Mediation and Shuttle Diplomacy

Information Mediation

Mediation involves facilitated discussion between two or more people encountering conflict or other difficulties. Mediation provides an opportunity for participants to discuss their needs, issues, concerns, etc., build understanding, and move forward in a positive way. The mediator acts as an impartial facilitator, creates a safe space for participants to talk openly and honestly, asks questions, assists participants in building understanding, guides the process forward, and facilitates participants reaching a mutually satisfactory agreement. The mediator does not make decisions for the participants or determine the outcome(s).

Shuttle Diplomacy

The Ombuds Office provides shuttle-diplomacy in situations where it isn't feasible, possible, or agreeable/appropriate for the involved parties to meet in person. Shuttle diplomacy involves the Ombuds acting as an intermediary, communicating with each visitor separately and communicating information back-and-forth between visitors in order to build understanding on issues and arrive at a mutually satisfactory agreement.

What an Ombuds Do NOT do

The ombudsperson does not advocate or represent any individual, group or the university administration or executives. The Ombuds is independent and neutral, and advocates for respectful dialogue, fair practices and mutual understanding.
The University Ombudsperson and Ombuds Office does not accept notice of allegations of violations of law or other formal complaints.
No employee or other university constituent may compel the ombudsperson to disclose information. By electing to utilize the voluntary services offered by the University Ombuds Office, visitors agree to abide by confidentiality requirements, including never seeking to compel the Ombudsperson or Ombuds Office to disclose any information received as part of providing Ombuds services.
The ombudsperson does not formally investigate any matter or write investigative reports that serve as the basis for a decision-making or administrative action by management or other process related to a formal grievance.
The ombudsperson is not a “Mandatory Reporter” in regard to the University’s obligations under Title IX and does not report issues to other offices on campus unless required to do so by law. This includes when an emergency situation exists and notification is necessary to preserve the health of an individual or prevent destruction of property/facilities.
The Ombudsperson does not participate in a voting capacity on committees, but instead can be a resource for committees or an observer.
The Ombuds Office does not keep records of individual or group conflicts and activities undertaken except as required by law.
Participate in a formal process as a witness unless required by law or ordered by a court.
Make any management decision about a grievance or conflict.
Ombuds hear complaints about conflict, but general complaints about things such as parking, maintenance issues, food quality, grade appeals, and other issues that can and should be directed to the appropriate office on campus should be your first stop. If you don’t get a response or the problem is not resolved, you should then feel free to contact the ombudsperson.
For other issues, the ombudsperson can always be a point of contact, but may refer you to another office or resource best suited to helping you resolve your particular situation.