"Ombuds"

Summary

A designated neutral or impartial dispute resolution practitioner whose major function is to provide confidential and informal assistance to constituents of the college community (this may include students, staff, faculty, and/or administrators), with a long and honorable tradition as a means of protecting against abuse, bias and other improper treatment or unfairness.

Serving as a designated neutral, the ombuds is neither an advocate for any individual nor the organization, but rather, an advocate for fairness who acts as a source of information and referral, and aids in answering individual's questions, and assists in the resolution of concerns and critical situations. This office supplements, but does not replace, the college systems existing resources for conflict resolution.

Essential Duties and Responsibilities

Include the following. Other duties may be assigned.

1. Provide impartial and confidential consultation to members of the college system aggrieved or concerned about an issue.
2. Collaborate with College departments to establish and maintain effective working relationships with academic and administrative departments, fostering collaboration approach to resolution.
3. Assist inquirers in interpreting college policies and procedures and clarifying issues and generating options for resolution.
4. Remain independent, neutral, and impartial, and exercise good judgment when facilitating the inquirers assessment of the pros and cons of feasible options.
5. If necessary, and while maintaining confidentiality, conduct appropriate informal fact finding to better understand an issue from all perspectives.
6. If direct action by the ombuds may be an appropriate option, obtain the inquirers agreement and permission before consulting with all parties to clarify and analyze problems, focus discussions, and develop a mutually satisfactory process for resolution.
7. When appropriate, facilitate group meetings, use shuttle diplomacy, or negotiation skills to facilitate communication among parties in conflict.
8. Consult with managers/faculty to develop cooperative strategies for complaint resolution.
9. Encourage flexible administrative practices to maximize the institutions ability to meet the needs of all members of the campus community equitably.
10. Serve as a campus resource for officials in formulating or modifying policy and procedures, raising issues that may surface because of a gap between the stated goals of the institution and actual practice.
11. Review periodically the patterns of grievances and make appropriate recommendations for policies or practices that would reduce or eliminate recurring grievances by providing upward feedback, critical analysis of systemic need for improvement, and make systems change recommendations.
12. Whenever possible and appropriate, provide referrals to other resources.

Qualifications

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

Education

Bachelors degree required. Masters degree or higher preferred. The applicant must either be, or be willing to be, an active member of professional associations, particularly The Ombudsman Association, the University and College Ombudsman Association, the Society of Professionals in Dispute Resolution, etc., to stay on the leading edge of critical ombuds issues such as confidentiality and privilege. Additionally, an ombuds skills should be continually enhanced through training courses offered by these professional associations.

Experience

5 years relevant experience required.

Knowledge, Skills and Abilities

1. Must have good interpersonal skills with the ability to interact effectively with students, college staff, faculty and administrators, and educational institutions as needed.
2. Understanding of Microsoft programs.
3. Conflict resolution & arbitration management skills.
4. Large group presentations.
5. Community outreach and Education.
6. Able to communicate courteously and effectively.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. This job description may be revised upon development of other duties and changes in responsibilities.

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