The role of an in-house Ombudsman

Conflict Resolution and Systemic Change

By Susan Sturm and Howard Gadlin

Not-So-Honest Broker - Inside Higher Ed Article

The link to an article from the United States is given here because it once again highlights the crucial need for independence in the ombud function - independence needs not only to be there but to be believed to be there by all parties. This supports the findings from the Australian research on the campus ombud carried out by Sally Varnham and team (see "A short essay on the campus ombud" by Tim Birtwistle on this website).

http://www.insidehighered.com/news/2009/07/07/ombuds

The Campus Ombudsman: An Essay

What is a campus ombudsman and should more use be made of this in England and Wales? This short essay explores some of the issues as a prelude to a more in-depth study to follow later this year.

The Campus Ombudsman essay (.DOC Document)

Article from: The Australian

THE campus ombudsman, relied on by many universities facing a culture of complaint, is not trusted by students.

http://www.theaustralian.news.com.au/story/0,,24776683-12332,00.html?from=public_rss

The Scottish Public Services Ombudsman (SPSO) provides a 'one-stop-shop' for individuals making complaints about organisations providing public services in Scotland. The SPSO is often asked by public bodies for advice on how to handle complaints. As a result, the SPSO Valuing Complaints initiative was introduced to give generic advice to help and support public bodies to improve their complaints management and culture.

The website www.valuingcomplaints.org.uk is supported by targeted literature and has lots of useful information and best practice examples in complaint handling aimed at the three key audiences in an organisation; governing bodies, management and front-line staff.

http://www.valuingcomplaints.org.uk/home/

Campus Ombuds Questionnaire

As part of the IDR Project there is a need to determine what is happening in various jurisdictions in terms of on-campus dispute resolution. The questionnaire is one of the information gathering tools being used. Please complete the questionnaire (it should only take a maximum of 15 minutes) to add your voice to this important project.

Click here to download the questionnaire - .DOC format, 36kb

University of South Australia, Student Ombud Office www.unisa.edu.au/ombud

Ombuds and Deans of Students in Higher Education Australasia Association
www.unisa.edu.au/ombud/Omdosheaa/default.asp

International Dimensions - An Update

1) The European Network of Ombudsmen in Higher Education (ENOHE).

The ENOHE Newsletter reports a numbers of events and changes, these include:

The Mexican Network of University Ombudsmen (REDDU) met in July 2008 along with delegates from Peru and Spain to discuss the "Internal Administration of Justice in Universities". Themes developed in the Workshops were: "The University Ombudsman and Legal Offices or Attorney Generals", "University Tribunals and University Ombudsmen" and "Work Modalities of REDDU Associates".
For more information on the Mexican network: www.reddu.com.mx/reddu_lenguajes/In/Index1.html, and on the Spanish network: www.defensores.es/sede/.
2009 is the 200th anniversary of the ombudsman in Europe. In 1809 in Sweden an official ombudsman was installed by the Riksdag (Parliament) to check on government activity in the interests of the citizen.
In April 2009 the 4th IOA annual conference, "Evolution of the Ombudsman:
A Rich History, A Promising Future", will be held together with the Canadian network of higher education ombudsmen ACCUO and the Forum of Canadian Ombudsmen FCO in Montreal, Canada.
In March 2009 ENOHE will hold its (seventh) annual conference in Hamburg, Germany, "Lost in Transition? Defining the Role of Ombudsmen in the Developing Bologna World". At this Tim Birtwistle will present the work of the IDR Project to the delegates in a Session and will then Chair a Workshop.
The text of the results of the Spanish network's meeting in October 2007, "The University Ombudsman in a European Context", is printed in English in the ENOHE newsletter.
The Croatian Higher Education Law 2007 made a student ombudsman mandatory at Croatian universities.

2) European Students’ Union

The ESU has called for UNESCO to establish a worldwide ombudsperson to ensure that students’ rights are upheld. This is a part of the preparatory work being undertaken for the UNESCO World Conference on Higher Education in July 2009.

3) Campus Ombuds