Ombuds serves as catalyst to those seeking empowerment

Friday, February 6, 1998

Ombuds serves as catalyst to those seeking empowerment

OMBUDS: Organization offers mediation, tips to students with
problems

By Elizabeth Bean

Few things are as empowering as having the ability to resolve
one’s own conflicts. The Ombuds Office, whose philosophy emphasizes
student empowerment, is a place on campus where students can come
for help in addressing university-related conflicts, problems and
complaints. We can provide answers to questions about the proper
procedures for addressing a concern or about particular university
policies for pursuing a grievance. When appropriate, we can refer
you to other university services for help in resolving your
problems. Often we will collaborate with other offices in efforts
to address a student’s concern.

About the office:

The Ombuds Office is independent; we are not part of the usual
university and administrative structures. However, we have the
authority to speak to all persons at the university in order to
resolve problems. The Ombuds Office is also a neutral office; we do
attempt to ensure that the issues which come to our attention are
addressed and resolved fairly. The ombudspersons do not advocate
for specific individuals, but we consider the interests and rights
of all parties to a dispute with the aim of achieving of outcomes.
While the ombudspersons do not have the power to make or change
policies or decisions we do have the power to reason with, persuade
and encourage people to act decently and fairly. We are also
available to serve as neutral intermediaries in discussions or
negotiations between disputing parties. Finally, the Ombuds Office
is a confidential office. We will not identify you or your
confidences or act on them without your knowledge and
permission.

Methods of dealing with conflict:

Direct action: Through discussion or using exercises such as
role-playing a student may develop the skills and self-confidence
to address an issue without third-party intervention. In addition,
a student might receive guidance writing a letter to the perceived
source of the problem and laying out the facts as seen by the
student, expressing the student’s feelings about the facts,
identifying the impact on the student and proposing possible
remedies.

Mediation: All of the ombudspersons are trained mediators.
Mediation is a voluntary discussion between disputing parties
attempting to achieve their own solution to a conflict with the
help of a neutral third party. The mediator does not serve as a
judge or arbitrator imposing a solution on the parties. The
mediator tries to help the parties identify common interests rather
than defend against or bring accusations of wrongdoing. If
mediation does not produce a satisfactory outcome, other resolution
options may be explored.

Conflict Mediation Program:

In addition to the ombudspersons, the office directs the
Conflict Mediation Program (CMP). CMP is composed of a diverse
group of trained volunteer students, staff and faculty who will
serve as confidential mediators for any university related
dispute.

Students sometimes feel more comfortable having their peers
assist them with resolution of problems than officials within the
university.

The Ombuds Office can also contribute to student empowerment by
helping university officials understand general problems faced by
students, staff and faculty and, at times, making recommendations
for changes in policy or procedures. When policies or procedures
are changed to improve university functioning, students, as well as
faculty and staff, are better able to fulfill their roles.

In a brief article it is difficult to summarize all the ways in
which the Ombuds office can help with student empowerment. The
Ombuds Office does not have a fixed approach to various kinds of
problems. The office is free to develop approaches that are
customized according to the requisites of particular situations,
issues and personalities. We work with every sort of situation from
grade disputes, workplace conflicts and sexual harassment to
conflicts where race, ethnicity, gender, sexual orientation or
disability are a part of the conflict. If you have a problems and
are not sure about whether we might be able to get help, call us at
825-7627 or drop by the Career Center, Rm. 1172. We are open from 8
a.m. to 5 p.m. Monday through Friday. You may also visit our web
site at www.saonet.ucla.edu/ombuds/.