UTC Ombudsperson, Office of the Chancellor

Job Description

The University Ombud provides impartial, informal, independent and confidential conflict resolution services to all UTC faculty and staff in accordance with the Code of Ethics and Standards of Practice established by the International Ombud Association (IOA).

The position uses exceptional judgment, knowledge of the institution and its constituencies, and advanced concepts in conflict resolution to handle ombud cases that may involve various levels of hierarchy and sensitive issues that have the potential for costly outcomes if not addressed. The ombud is neither an advocate for any individual nor the University, but rather is an advocate for fairness, who acts as a source of information and referral and aids in answering an individual’s questions and assists in the resolution of concerns and critical situations.

The ombud listens and understands issues while remaining neutral with respect to the facts; assists in reframing issues and developing and helping individuals evaluate options; guides and coaches individuals to deal directly with other parties, including the use of formal resolution resources of the organization; facilitates informal resolution processes; and identifies new issues and opportunities for systemic change for the organization. The ombud does not replace the University’s existing resources for formal conflict resolution. Ombud services help individuals to mitigate conflicts that can otherwise lead to a grievance, disciplinary action and/or disruption at the University.

The ombud is also responsible for ongoing education and communication on campus about ombud services, as well as implementing outreach and training programs for the University community on topics relevant to the portfolio, with an emphasis in practical interpersonal skill building, conflict avoidance, mitigation, and resolution skills.

This full-time staff position has a dual reporting and collaboration relationship, reporting to the Office of the Chancellor through the Chief of Staff as a University Ombud, and reporting to the Office of Human Resources through the campus Human Resources Officer (HRO) in the capacity of community education and training services.

UTC OMBUDPERSON, Chancellor’s Office & Office of Human Resources, (Administrative Professional 3) University of Tennessee at Chattanooga

Responsibilities

Roles and Responsibilities:

Ombuds

• Respond to and collaborate with individual faculty and/or staff members who are employed by the University and experiencing conflict with others or the institution in pursuit of an effective solution
• Counsel constituents in the navigation and utilization of existing conflict resolution resources
• Bring systemic concerns to the attention of institutional leadership for systemic resolution
• Operate in a manner that preserves the confidentiality of those seeking services
• Maintain a neutral/impartial position with respect to the concerns raised
• Work at an informal level of the organizational system (i.e., external, and apart from HR, EOA, general counsel, and other formal processes or units), generally independent of (autonomous from) other formal organizational structures
• Establish and maintain effective working relationships at all levels of administration, including collaboration with HR, EOA, general counsel, etc. to provide referrals and partner with them to develop and implement campus-wide initiatives
• Engage and inform the campus community in the work of the ombud
• Provide an appropriate measure of transparency to the ombud function

Community Education and Training

• Identify, develop and deliver an ongoing curriculum of interpersonal skill-building workshops and educational opportunities for faculty and staff
• Partner with Human Resources, EOA, Academic Affairs, UT constituents and other entities to integrate training and development offerings with systematic employee and organizational development initiatives
• Implement methods for seeking workshop participant feedback to inform opportunities for improvement, future offerings and return on investment
• Provide recommendations for employee development needs to collaborative HR, EOA, AA and UT partners based on trends from the perspective of the Office of the Ombuds
• Generate reporting of education and training engagements to support demonstration of impact
• Maintain Ombuds website content in alignment with best practices

What the Ombud does NOT do:

• Participate in grievances
• Conduct investigations
• Render formal findings of fact
• Make binding decisions
• Establish, change, or override policies or administrative decisions
• Advocate or take sides
• Substitute for formal channels or established policies and procedures
• Provide formal mediation of legal interests
• Provide legal advice or serve as a substitute for anyone's lawyer, representative, or counselor
• Testify or produce documents in legal or other proceedings, unless required by law
• Testify or produce documents relating to confidential communication in any judicial or administrative proceeding, unless required by law
• Provide mental health counseling or treatment
• Serve as an agent of notice for claims against UTC because we are not an authorized notice channel
• Receive notice of claims against the University

Critical Skills and Characteristics:

Integrity

The ombud should have a reputation for integrity and for dealing fairly, effectively and in a timely fashion with faculty and staff. The ombud function is grounded on the assurance of confidentiality to the extent to which the law allows. Therefore, the ombud must keep information confidential in accordance with the Code of Ethics and Standards of Practice of the International Ombud Association. An ombud should be a principled leader, willing to challenge every individual and unit in the organization to foster fair and just practices.

Organizational Knowledge and Capacity to Collaborate

The ombud must be knowledgeable about the University, its structure, culture, policies, and practices. The ombud must have an exceptional capacity to cultivate relationships and use those relationships collaboratively to identify and utilize institutional resources (including individuals, units, process, procedures, practices, and culture) and creatively identify and implement solutions.

Conflict Resolution Skills

An essential element of the ombud role is that of facilitating the resolution of conflict between parties. It is important that the ombud have a thorough understanding of what leads to conflict, the nature of conflict, and methods of resolution. The skills used to assist constituents to resolve their conflicts include:

• Helping people learn how to deal with the matter directly if they wish to do so
• Serving as a facilitator between the parties via “shuttle diplomacy”
• Informally bringing the parties together and serving as a facilitator approaching the conflict issue generically within the larger environment (especially when the visitor is afraid of retaliation)
• Influencing systems change which could obviate the individual problem

The effective ombud can help constituents determine which conflict resolution method would be appropriate for the specific situation.

Decision-Making/Strategic Thinking Skills

The ombud must be aware of how all decisions might impact the constituent, as well as other stakeholders and the University and, to the extent possible, act in such a way as to maximize the potential for optimal outcomes.

Communication and Problem-Solving Skills

The ombud must have outstanding communication skills and be able to communicate effectively with individuals at all levels of the organization. It is imperative that the ombud has excellent problem-solving skills and be able to gather information, analyze it and, as necessary, help the constituent develop appropriate options and actions. The ombud must be sensitive to dealing with individuals from a wide variety of backgrounds and cultures. The ombud must be open, objective, and must seek to understand issues from multiple perspectives. The ombud should be innovative in developing options that are responsive to differing needs.

Composure, Facilitation and Presentation Skills

The ombud should maintain a professional demeanor, should have strong facilitation and presentation skills, and should be able to organize and communicate information to groups of varying size and statuses within the organization.

Reporting

The ombud is accountable to the Chancellor through the Chief of Staff. While maintaining confidentiality of communications with constituents, the ombud shall prepare a periodic report to the Chancellor, Provost, Faculty Senate, Employee Relations Committee, and Exempt Staff Council and make that report publicly accessible. Based on anonymous, aggregates data, this report will provide insight into case load, activity level, outreach initiatives, and impact and identify trends in case types. It will also identify patterns or particular areas of concern and may include recommendations for institutional improvement.

Application Process:

In addition to the online application, a resume, letter of interest, and reference list is required. Review of applications will begin June 1, 2026, and continue until an appointment is made.

Adapted from the International Ombud Association: www.ombudsassociation.org

Qualifications

Experience and Qualifications:

Required

• Bachelor’s degree in relevant field of study
• Knowledge of International Ombud Association Ethical Code and Standards of Practice
• Ability to gain and maintain trust at all organizational levels
• Ability to engage in high level of consulting, problem-solving, and collaborative activities
• Experience working with people of diverse backgrounds, cultures, and status
• Excellent communication skills
• Excellent judgment and discretion
• Ability to Translate and Synthesize Data into reports to inform data-driven decision making
• Three or more years of experience developing and delivering educational workshops tailored to unique constituent groups
• Record of success in dispute resolution
• Record of progressively responsible experience in services within Ombuds portfolio of work
• Prior experience in the process of leadership and supervising personnel
• Prior ombud experience
• Experience in decision making and problem solving within a higher education environment (or equivalent public or private sector including shared governance models)
• Knowledge of higher education, including the unique working environment of university faculty members
• An advanced degree in relevant field of study

Preferred

• Prior ombud experience
• Experience in decision making and problem solving within a higher education environment (or equivalent public or private sector including shared governance models)
• Knowledge of higher education, including the unique working environment of university faculty members
• An advanced degree in relevant field of study