Frequently Asked Questions
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What does "Ombuds" mean?
The word “ombuds” or “ombudsman” is Swedish in origin.  According to one scholar, it refers to a "person who has an ear to the people."  Ombuds in many different kinds of organizations provide information, options, and impartial review for anyone within an organization, and they offer feedback and recommendations for system change to senior management.

What Does the Ombuds Do?
• Listens to your questions and concerns
• Helps you to identify and evaluate options
• Offers an impartial perspective
• Facilitates difficult conversations as an impartial third-party
• Makes referrals to appropriate resources
• Provides training for conflict management skills
• Recommends constructive change in University policy

What the Office Cannot Do:
• Provide legal advice
• Offer psychological counseling
• Make decisions or render judgments on issues
• Conduct formal investigations
• Participate in formal processes, including lawsuits or grievances
• “Take sides” or advocate for either party or for the University in a dispute
• Accept notice on behalf of the University

When should I go to the Office of the Ombuds?
• When you want to discuss a sensitive question or issue 
• When you are unsure of where to go or what options exist to solve a problem
• When you have a situation requiring negotiation or help in facilitating communication
• When you are unsure which policies, procedures, or regulations apply in your situation 
• When you feel a policy, procedure, or regulation has been applied unfairly or erroneously 
• When you have a concern about an office, a service, or a decision at UCSB 

Who can use the Office?
All members of the UCSB community including:
• Undergraduate students
• Graduate students
• Staff, including supervisors, managers, and administrators
• Faculty and other academic appointees
• Members of the public with a University-related concern
The Ombuds assists campus members with the informal resolution of any University-related complaint or conflict.

What types of concerns are brought to the Office of the Ombuds?

Undergraduate Students:
• Student / Instructor Disputes
• Grade Disputes
• Disciplinary Matters
• Interpersonal Concerns

Graduate Students:
• Conflict with Advisors
• Thesis / Dissertation Concerns
• TA Concerns
• Intellectual Property Questions

Faculty:
• Appointments / Hiring
• Promotion / Tenure Issues
• Academic Dishonesty Concerns
• Conflict with Colleagues & Students
• Departmental Politics

Staff:
• Conflict with Colleagues / Supervisors
• Performance Evaluations and Discipline
• Ethical Considerations

What might I gain by coming to the Office?
• Identification and clarification of options
• Insight into a complicated situation
• Enhanced ability to effectively deal with a problem
• Effective communication skills to resolve interpersonal issues
• Assistance from an ombuds to resolve the issue, including coaching, facilitated discussions, shuttle diplomacy, and mediation

Is the Ombuds my advocate?
No. The Ombuds does not take sides in a dispute. The rights and interests of all parties are carefully considered with the aim of promoting a fair and civil process to resolve the issue.


What authority does the Ombuds have?
We have the authority to contact senior officers of the University, to gather information in the course of looking into a problem, to mediate or negotiate settlements to disputes, to bring concerns to the attention of those in authority, and to attempt to expedite administrative processes. Also, although we do not have the power to change University rules or policies, we can make recommendations for change to those with the authority to implement them.


What about confidentiality?
The Office is firmly committed to maintaining the confidentiality of those who use our services.  The Ombuds will not disclose any part of your communication with the Office unless in the course of your discussions with the Ombuds you give your permission to disclose information.  In those situations in which the Ombuds believes that  talking with other individuals may help your situation, you will be asked for your permission
before any disclosures are made. 

The only exception to this confidentiality is when the Office determines that an imminent threat of serious harm exists.  This determination is made at the sole discretion of the Office.  If you have particular concerns about confidentiality, please be sure to raise the issue when you meet with the Ombuds. This confidentiality cannot be “waived” by users of the Office because the privilege of confidentiality belongs to the Office and not to the users of the Office.
           
Because confidentiality is so important to the Office, all communications with the Office are made with the understanding that they are confidential, off-the-record, and that no one from the Office will be called to testify as a witness in any formal or legal proceeding to reveal confidential communications.

Case notes regarding issues brought to the Office are retained only until the matter is resolved as determined by the Office and then they are shredded. 

Are there some things that will not be kept confidential?
Yes. If the Office determines that an imminent threat of serious harm exists, some information might be disclosed. This determination will be made at the sole discretion of the Office.
           
Will the Ombuds talk to my attorney or testify for me or for the University if I choose to file a grievance or lawsuit?
No. Once a matter is in a formal process, including legal action, the Office does not have any further involvement in the situation. Because confidentiality is so important to the Office, all communications with the office are made with the understanding that they are confidential, off-the-record, and that no one from the Office will be called to testify as a witness in any formal or legal proceeding to reveal confidential communications. The Office will maintain the confidentiality of all dealings and communications with the Office and will assert any and all legal protections to maintain that confidentiality. The Office reserves the right to uphold confidentiality even when the person using the services of the Office requests disclosure.

Can I remain anonymous?
Yes. You can call or meet with the Ombuds to discuss the issue without giving your name. The Ombuds will work with you to find a way to address your concern in a way that does not compromise your identity. However, this may limit the options available to you for resolution of your concern.

Am I informing the University about my complaint by speaking with the Ombuds?
No. Because of the confidential and informal problem-solving role of the Office, informing the Office about a concern does not constitute “notice” to the University that the problem exists, nor is speaking to the Office a step in any grievance process. Anyone who wants to “put the University on notice” may contact an administrator or invoke a formal grievance process. The Office can provide referral information about whom to contact, but the Office does not receive “notice” for the University about the existence of problems.

What kind of records does the Office keep?
The Office does not keep records other than aggregate statistical summaries. The Office is not a place of notice or “record keeper” for the University.  Case notes regarding issues brought to the Office are retained only until the matter is resolved as determined by the Office and then they are shredded. 

What information does the Office make public?
The Office keeps aggregate statistics and periodically reports general problem areas to senior administrators. Data indicating general categories of users of the office and types of concerns are available in our annual report. The data are strictly demographic and do not contain information that would identify individuals who have used the Office. The data may signal emerging issues, indicate trends, highlight vulnerable groups, or suggest areas of improvement.


What else should I know about the Office?
The principles of confidentiality, impartiality, informality, and independence are absolute, non-negotiable, and belong to the Office of the Ombuds rather than the user of the Office.  Anyone who uses our services cannot request us to breach any of these standards of practice.

The Office does not communicate via email, as it does not consider email to be a confidential medium.

Any communications, oral or written, to the Office do not provide notice to the University about the existence of a problem.

All communication is “off-the-record” and does not constitute a step in any grievance process. Therefore, it is your responsibility to adhere to any existing timelines or deadlines in filing formal grievances or appealing decisions.

The services of the Office do not compromise or replace policies or procedures established under collective bargaining agreements.

The Office has the right to discontinue providing service and disassociate from a matter at any time.