History and Purpose

The University Ombuds Office (UOO) was established in the fall of 2002. This addressed a recommendation made by the University's Diversity Task Force to establish an Ombud position. The purpose of the Ombud and the University Ombuds Office is:

• To provide an informal, impartial, and confidential means of conflict resolution to students, faculty, and staff on student related issues;
• To foster a culture of community, safe and open dialogue, and encourage cooperative problem resolution on campus; and;
• To broaden the resources available to students for addressing interpersonal and organizational concerns.

Services

Currently, resolution services are provided to students, faculty, and staff for student-related issues. Problems and complaints brought to the Ombud are assessed through active listening, informal fact finding, and shuttle diplomacy. The Ombud assists the parties involved with consideration of their available options, provides coaching on effective conflict resolution strategies, provides policy and procedural information, and makes referrals when appropriate. Assistance with resolution may include mediation or group facilitation, in which all parties must voluntarily agree to participate.

Services are confidential, and no personally identifying records are kept. Exceptions to confidentiality are addressed under the "Standards of Practice" section. Communication with the office does not constitute notice to the University.

Education and Upward Feedback

Educating the university community and maintaining effective policies and procedures are important components of preventing conflicts from escalating, and can help empower university students and employees to effectively address adversity themselves.  Trainings available through UOO in alternative conflict resolution techniques, theory, and practice. Workshops are customized to fit specific needs. The UOO Director and Ombud may make recommendations to administrators that address systemic issues and improve processes that may inadvertently create conflicts or inhibit informal resolution. Education and upward feedback to administrators can help create an environment which supports the early, informal, and collaborative resolution of conflicts.

Standards of Practice

An Ombud is a designated neutral or impartial dispute resolution practitioner who provides confidential and informal assistance to her/his constituents. The Director and Ombud for the University Ombuds Office follows the principles and standards of practice as set forth by the University and College Ombuds Association (UCOA) and The Ombudsman Association (TOA). The University of Arkansas’ program is a member of both organizations.

Cornerstone Principles for University Ombuds (adapted from the UCOA Handbook)

• Confidential: Ombuds maintain the privacy of the identity of visitors to the office as well as their conversations. With a visitor's permission, the Ombud may contact the individuals within the institution whose help is necessary to resolve a problem. Ombuds do not testify in formal proceedings. The only exceptions is imminent risk of serious harm. Additionally, for the University of Arkansas' UOO program, confidentiality cannot be promised in matters relating to discrimination, sexual harassment, retaliation; matters relating to serious misconduct or crime; or, if there is an imminent risk of serious harm.
• Informal: All consultations with the Ombuds is voluntary. An Ombud has no authority to make decisions on behalf of the institution. No official university records are maintained by the University Ombuds Office. Ombuds supplement, but do not replace, any steps required in formal internal or external procedures. When a formal investigation is requested, the Ombud refers individuals to the appropriate offices or persons.
• Neutral or Impartial: Ombuds have no personal interest or stake in, and incur no personal gain or loss from the outcome of any disputes. Ombuds avoid situation which may cause or result in conflicts of interest. Ombuds attempt to promote fair processes but do not advocate for individuals on the bases of affiliation or constituency status.
• Independent: An Ombud's reporting relationship to her/his supervisor is for administrative and budgetary purposes only. Ombuds exercise total discretion regarding her/his responsibilities. S/he is not part of and does not take part in any administrative or formal complaint processes.
• Professional Competence: Ombuds act in accordance with professional standards of practice and pursue and provide opportunities for continuing education and training.
• A complete list of the UCOA and TOA Standards of Practice are maintained in the University Ombuds Office.

Measurements of Effectiveness

There are a number of ways for an Ombuds office to demonstrate its effectiveness. These include:

• Activity: Number of cases and constituents served and number of educational presentations given.
• Feedback from workshop evaluations.
• Annual reports.
• Policy and procedural changes and improvements made in response to concerns brought to the Ombud.
• Satisfaction feedback from service users.
• Consistent adherence by the office of national standards of practice.
• Responsiveness to, and participation in, university diversity efforts.
• Estimates of cost and time savings for employee and managerial time saved by using Ombuds services (measurements can include the cost of turnover, loss of productivity, managerial time, and legal savings.)