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What does 'Ombuds' mean, and when was the office created?

Ombudsman is a gender-neutral Swedish term defined in the Oxford Dictionary as

an official appointed to investigate individuals' complaints against public authorities.

It is used world-wide to designate independent, impartial and confidential offices that receive inquiries and complaints from the public. At UVic, the Ombuds office is mandated to deal with student-related issues. The Ombuds office was created in May 1978 under the aegis of the Ombudsperson Advisory Committee. The Office was funded by undergraduate students for 20 hours a week until 2000 when the hours increased to 27. In 2002, graduate students voted to contribute their own funding, and, in April 2004, the University administration provided the funding necessary to bring the office to full time.

What does the Ombudsperson do?

The Ombudsperson assists in resolving student fairness issues and in fostering respectful learning and working environments. Depending on the situation, the Ombudsperson can:

Provide information and guidance about regulations affecting students, resources & procedures, appeal processes, and students' rights & responsibilities
Investigate concerns about the application of rules, policies or procedures affecting students
Problem-solve, mediate or facilitate communication between students and administrative staff or faculty
Train and coach (groups or individuals) in the areas of fairness, conflict and communication, rights and responsibilities
Provide feedback or recommend changes in procedures or policies affecting students
Stimulate discussion at the institutional level

Who can use the Office?

Current, former or prospective undergraduate and graduate students and other members of the University community (administrators, staff, faculty,...) with questions about student-related matters, fair procedures or conflict.

When may I consult the Ombudsperson?

The Ombudsperson can provide guidance if you're not sure where to begin, or serve as a last resort after you've tried other channels. Students, staff and faculty may consult the Ombudsperson about student-related matters, fair procedures or conflict.

Feel free to discuss your concerns with the Ombudsperson when you:

Want to clarify your options, rights or responsibilities
Need to understand which policies or procedures apply to your situation
Feel you have been treated unfairly, or think a University policy or rule has been applied erroneously or unfairly
Have a problem that requires someone to facilitate communication or a resolution between yourself and another member of the University community
Are appealing a grade, a requirement to withdraw or another academic decision
Have a problem that you think cannot be resolved by following available procedures
Seek information or referrals about non-academic issues affecting your studies.(e.g.landlord-tenant, employment, etc.)

What should I expect when consulting the Ombudsperson?

A consultation with the Ombudsperson is confidential. People often receive enough information to solve the problem themselves. You can make inquiries without providing personal information and you can decide what options you want to follow.

The Ombudsperson will:

Listen and try to understand what happened and what your goals are
Identify policies, procedures or practices relevant to your situation
Assist you in determining your options
Provide guidance or feedback about appeals
Help identify constructive approaches for raising concerns

If appropriate, the Ombudsperson may, with your permission:

Talk to someone about your situation
Assist in resolving the problem informally
Investigate the situation

What can the Ombudsperson do about an appeal?

The Ombuds office does not replace the appeal process. The Ombudsperson can provide information about appeal procedures and grounds for appeal. She can facilitate communication, clarify issues or problem-solve to assist the student in understanding the process and his or her rights and responsibilities. She can provide advice on organizing and presenting an appeal, or offer feedback on an appeal letter. The Ombudsperson does not represent students at appeal hearings.

What about informal options?

The Ombudsperson can assist in resolving issues by facilitating communication and clarifying misunderstandings, by being present at a meeting (other than an appeal hearing), or by mediating, when appropriate. Where students are unclear about steps already taken, decisions made or some other element in their situation, the Ombudsperson can, with the student's permission, contact a member of staff or faculty to clarify information, explore options or problem-solve, if appropriate.

What do you mean by confidentiality, impartiality and independence?

Confidentiality

The terms of reference for the Ombudsperson state that "all dealings with the Office are deemed to be confidential." Confidentiality is important to ensure that people can discuss concerns without fear of repercussions. It will be protected to the full extent of the law. At the discretion of the Ombudsperson, exceptions to confidentiality may occur to address imminent risk of serious harm.

The Ombudsperson is an off-the-record resource, and contacting the Office does not constitute legal notice to the University or to the student societies.

The Ombudsperson intervenes in individual cases only with the consent of the person who raised the concern. For more information about Ombuds confidentiality, please see the ACCUO website.

Impartiality

The Ombudsperson does not take sides in disputes or complaints but seeks to protect the rights of all involved. In making recommendations, the Office is an advocate for fair and respectful treatment. It also strives to ensure that people have the means to advocate for themselves.

Independence

The Office is co-funded by students and the University administration. It reports to an advisory committee with representatives from the undergraduate and graduate students' societies, staff, faculty and the University administration. The Office produces an annual report that is available to all members of the University community.

Is the Ombudsperson an advocate?

When making recommendations, the Ombudsperson is an advocate for fairness. She is expected to review situations impartially. She does not act as student advocate in the context of appeal hearings, but she may be able to assist students who need to identify potential advocates. She is also available to help students become their own advocates by providing them with information or advice about their rights & responsibilities, regulations & procedures, and constructive ways of raising issues.

Who does the Ombudsperson report to?

The Ombuds office reports to the Ombudsperson Advisory Committee, with representatives from undergraduate and graduate students, staff, faculty and the University Administration. The committee reviews budgets and reports from the office. Committee members are not involved in case reviews and do not have access to confidential information. For information about the committee, please contact the Ombuds office or the Chair of the committee: Director of Academics for the UVSS, academics@uvss.uvic.ca, (250) 7621-8367, Room B103f in the Student Union Building.

What kind of authority does the Ombuds office have?

The Office does not have the authority to make or replace policy, and it does not have decision-making power in individual cases. Instead, it can make recommendations to persons in authority. It produces an annual report and can bring matters to the attention of the University community.

Where do I address comments, praises or complaints about the Ombuds office?

If you consulted the Ombudsperson and would like to let her know which of her suggestions were helpful, what worked or didn't work for you, the Ombudsperson is always eager to hear back from you and to receive feedback. Please contact her at (250) 721-8357, ombuddy@uvic.ca or SUB B205.

The Ombuds office reports to an advisory committee with representatives from undergraduate and graduate students, staff, faculty and the University administration. Comments, praises and complaints can be addressed to the Chair of the Committee: Director of Academics for the UVSS, academics@uvss.uvic.ca, (250) 721-8367, Room B103f of the Student Union Building.

What kind of coaching and training does the Ombudsperson do?

Coaching

Coaching involves assisting a person one-on-one as he or she works to solve a problem, appeal a decision or resolve a conflict. The Ombudsperson often coaches individuals in constructive and effective communication, and in self-advocacy.

Training

The Ombudsperson is available to talk to students, staff and faculty about students' rights and responsibilities, fair procedures and related matters. The Office also receives requests for presentations or workshops on handling conflict.

Past presentations have included:

Avoiding Grade Reviews (for faculty with the Learning and Teaching Centre)
Responding to Conflict (for employee and student groups)
Conflict and Human Rights in the Workplace (in-class presentations)
Saving Student Ryan (with the Human Rights office: a workshop for graduate students about their rights and responsibilities in their roles as student, researcher and instructor)
Getting the Scoop: a student Orientation workshop with information about academic concessions (deferrals, medical withdrawals, ...) and academic integrity (including how to avoid plagiarism.)
What you need to know about plagiarism: a workshop on academic integrity.

What does the office logo represent?

Without beginning or end, the circle is a symbol of infinite or all possibilities. It is a safe, welcoming space where participation is encouraged and listening is practiced. It indicates confidentiality and respectful communication. As a representation of wholeness, it is also a reminder to view individual situations in relation to the whole when searching for the appropriate resolution of problems or grievances.

With its three equal sides, the equilateral triangle is a symbol for balance and strength. It signals the Office's commitment to fairness, impartiality and the absence of bias. It also represents the dynamic processes of transformation and creation: from the tension between two opposites, the addition of a third element brings new forms of engagement, new connections and different possibilities.

Flying up through the circle and triangle, the bird is a manifestation of spirit, transformation and growth. It represents aspirations and potential. It is also a symbol of freedom and peace, illustrating the independent nature of the Ombuds function, and the Ombuds role as agent for constructive change.

The bird casts a shadow, a representation of the process of integration in terms of personal development. It signals a commitment to reflective practice for the Ombudsperson, and offers that same reflective lens to the community served by the Office.

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