Staff and Faculty Ombuds Services

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Staff and Faculty Ombuds Services

• Kirsten W. Schwehm, PhD
• University Ombudsperson

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What is an Ombudsperson?
A neutral individual involved in conflict
resolution, whose main function is to provide
confidential and informal assistance to the
university community.
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Types of Alternative Dispute Resolution (ADR)

• Ombuds services
• Grievance Panels
• Mediation
• Binding and non-binding arbitration
• Fact finding
• Mini-trials

LSU has these ADR services
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Flagship Agenda Aspirational Peer Institutions
with Ombuds Offices
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Benefits of Ombuds Services

• Savings in resources, especially if litigation is
  avoided
• Limits escalation of situations
• Lessens management disruption/distraction
• Improves chances for long-term resolution of
  issues
• Confidential process gives all parties a voice
  without fear of reprisal
• Increased employee satisfaction with work
  environment
• Demonstrates agencys interest in quality of work
  life
• Provides a safety net for issues not addressed
  through normal channels

Sources Federal ADR Program Managers Resource
Manual International Ombudsman Association
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Individual Ombuds Services

• Listen impartially
• Provide a confidential place to express concerns
• Point visitor toward available services and
  resources
• Assist with brainstorming and problem-solving

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Conflict Resolution Services

• Facilitate communication when conflict arises
• Make informal inquiries
• Shuttle diplomacy
• Serve as a facilitator in group problem-solving
• Consult with LSU departments and units

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Ombuds Community Services

• Advocate for fairness, equity, and a healthy work
  environment
• Report to administration about campus trends and
  problem areas
• Make recommendations regarding changes in policy
  and procedure
• Educate the university community about conflict
  resolution
• Proactively work with departments to improve team
  cohesion

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The Ombudsperson DOES NOT

• Have any formal decision-making capability
• Determine Guilt or Innocence
• Give legal advice
• Take sides in a dispute
• Breach confidentiality unless
• Specifically requested by employee
• There is imminent danger of harm to self or
  others
• Suspicion of child abuse or abuse of vulnerable
  adult
• Record formal complaints on behalf of LSU
  (the Ombuds Office is not considered an office
  of notice for staff or faculty)

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Confidentiality

• Visitor name and specific concerns will only be
  shared with others with permission
• Records are kept only for purposes of reporting
  trends in concerns and complaints
• Data collected is not associated with employee
  name or identifying information
• Emails to set up appointments are welcome (but
  remember that email is not a truly confidential
  form of communication)

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How Does Ombuds Complement Human Resource Mgmt?
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30 to 40 of Employees Who Observe Misconduct
Do Not Report It

• Why not?
• Belief that no corrective action would be taken
  (70)
• Fear that report would not be kept confidential
  (57)
• Fear of retaliation from supervisor or manager
  (41)
• Fear of retaliation from co-workers (30)
• Concern about being viewed as a troublemaker (22)

Source Ethics Resource Center, 2003
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Issues Brought to Ombuds

• Communication problems
• Challenging work environment
• Problem with supervisor
• Equity and fairness issues
• Harassment or discrimination
• Disability access

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Typical Ombuds Actions

• Help visitor learn to help themselves respond to
  problem (44)
• Attempt to make systems change in response to
  problem (27)
• Other intervention, including mediation and
  shuttle diplomacy (22)
• Make a referral to other office (7)

Source 1996 MIT Ombuds Survey of TOA Members
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How to Access Services

• Visitors may call or visit the Ombudsperson at
  any time.
• No referral is necessary and visits are
  confidential.
• Consultation with the Ombuds Office is voluntary,
  and is not a required step in any grievance
  process or organizational policy.

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University OmbudspersonKirsten W. Schwehm, PhD

• E314 Howe-Russell Complex
• Telephone [phone]
• Secure Fax [phone]
• Schedule
• Mon Fri afternoons
• Tues, Wed, Thurs mornings