What the Ombudsperson does:
Characteristics of an Ombuds Office:
What an Ombuds Office does NOT do:

The Ombudsperson facilitates the resolution of problems and complaints by helping persons identify and evaluate options for positive action.

In informal problem solving through the Ombuds Office, the person bringing the problem retains control of the problem and how it will be resolved. The Ombudsperson will not act without permission to do so. This is especially important when a complainant wants to discuss a problem before deciding whether to report it officially.

There is an exception. If someone tells the Ombudsperson about an imminent risk of serious harm, and that person and the Ombudsperson are not able to develop a responsible way to address this risk, the Ombudsperson may have to act without permission. This is a rare occurrence.

What the Ombudsperson does:

The Ombudsperson will listen to you in an objective and supportive manner.

The Ombudsperson will accept suggestions and data from persons who seek a confidential channel for surfacing their concerns.

The Ombudsperson will answer your questions about UCR policies and procedures, and will provide information about which offices on campus might be useful to you and where more information can be found.

The Ombudsperson will help you analyze the problem and identify the relevant university policies and regulations. She will make suggestions and help you develop a set of responsible options from which to choose.

The Ombudsperson can look into your complaint, with your permission, and gather more information in order to generate options for resolution.

The Ombudsperson can contact other parties in the conflict, with your permission, to make recommendations and negotiate resolution.

The Ombudsperson can mediate for you in appropriate circumstances.

The Ombudsperson can look into the general area of concern with a view toward improving a policy or procedure on campus that may be causing problems. The Ombudsperson can recommend changes in policies, procedures, and campus structures. She reports trends and pervasive problems (without any names or other identifiers) to those who have responsibility for making improvements.

The Ombudsperson keeps statistical information on the numbers and kinds of problems encountered, without any names or identifiers.

Characteristics of an Ombuds Office:

The Ombudsperson is impartial and does not take sides regarding a complaint. She takes into account the rights and interests of every person involved in the situation. She does not serve as a representative or advocate for the person bringing the problem. Nor does she serve as a spokesperson for the administration. It is the role of the Ombudsperson to offer an independent perspective on the situation, and to bring about a fair resolution to the problem.

All contacts with the Office of the Ombudsperson are confidential. The Ombudsperson does not answer questions about persons who may or may not have had contact with the office. No one needs to know that you have come to the Office of the Ombudsperson unless you want them to know. There is an exception. If you tell the Ombudsperson about an imminent risk of serious harm, and you and she are not able to develop a responsible way to address this risk, she may have to do so without your permission. This is a rare occurrence.

What an Ombuds Office does NOT do:

The Ombudsperson does not participate in formal processes on campus or off campus. The Ombudsperson can help you decide whether to initiate a formal process (appeal, grievance, etc.) and can help you prepare for it.

The Ombudsperson does not change or overturn decisions made by others on campus.

The Ombudsperson does not give legal advice.

Speaking with the Ombudsperson is not "notice to the University" of problems or policy violations. Often persons will seek advice from the Ombudsperson privately, before deciding what actions to take in response to a problem. If you want UCR to "be on notice," that is, formally to know about a particular problem and formally respond, the Ombudsperson can help you identify what office you would need to contact.

The Ombudsperson does not keep formal written records. If you contact the Office of the Ombudsperson, you will not be creating a file for yourself there, nor do you create a file about a person you complain about. The Ombudsperson can help you create and keep your own records, if you need to do that.

The Ombudsperson does not give information about you or your concerns to anyone else without your permission. However, if you tell the Ombudsperson about an imminent risk of serious harm, and you and the Ombudsperson are not able to agree on a responsible way to address that risk, the Ombudsperson may have to act without your permission. This rarely occurs.