Quality Assurance and the OmbudDean of Students:

1
Quality Assurance and the Ombud/Dean of Students

• Is the Ombudsman delivering a worthwhile service
  to the university and how do we determine this?

2
Panel

• Bronwyn Oliffe UTS (Chair) (ombudsman)
• Eilis Magner UNE (ombudsman)
• Neville Bofinger Q U T
• Anne Shaddock (UC) (Dean of Students)
• Anne Simpson (UniSA) (ombudsman)

3
AUQA The Process

• Trial Audit opportunity for reflection
• The Visit - documentation and questions
• The Report (delay, receipt, opportunity to
  comment, response )
• Panelists to comment on individual institutions
  experiences

4
Questions

• The following questions were presented by the Pro
  Vice-Chancellor during the trial audit process
  for consideration by the four UNE Ombudsman.
• On the basis that they should be of general
  interest to the members of the association Eilis
  Magner suggested that they might be the focus of
  the panel discussion that we are presenting today

5
Topic 1

• Selection Process and Criteria
• What is the process, is it open, transparent?
• Were criteria spelt out in advance of selection?
• What is the term of the appointment?

6
Topic 2 Training

• What is the approach to professional development?
• What is appropriate?
• What has been of the most use?

7
Topic 3 Standards of Quality

• Are there standards of quality?
• How are they measured, documented and reported?

8
Topic 4 Assessing the End Product

• Timeliness
• Action on the Report/ Recommendation
• Customer Satisfaction
• The complainant (student or staff member)
• The respondent (university office or officer)
• The recipient (The Vice Chancellor/Deputy
  Chancellor)