Frequently Asked Questions
- What is an Ombuds?
- What is the Ombuds resource?
- What does an Ombuds do?
- What are the examples of concerns for which the Ombuds might be able to offer support?
- Who can utilize the Ombuds resource and how long does it take to get an appointment?
- What does the Ombuds resource not do?
- Will my visit cause something to change at Emerson?
- Are there any instances in which the Ombuds will not be able to maintain confidentiality?
- Who is the Ombuds team? How are they trained/vetted?
- I want to reach out to the Ombuds, but don’t want others to know. Is there any way for others to know that I talked with the Ombuds?
- How do I prepare for my meeting with the Ombuds?
- What if my question is not listed here?
What is an Ombuds?
The term “ombuds” comes from a Swedish term meaning “a person who has an ear to the people” or “representative of the people.” The Ombuds is an independent, impartial, informal, and confidential resource for the Emerson College faculty to help effectively manage, address, and surface college-related issues. The Ombuds supplements, and does not replace, formal administrative channels.
What is the Ombuds resource?
The Ombuds provides faculty with an independent, confidential, impartial, and informal resource to manage, address, and surface concerns at work. This resource is provided by a skilled and professional Ombuds who will listen and help individuals think through possible solutions to work-related challenges. Find information about the Emerson College Faculty Ombuds.
The Ombuds resource is:
- Independent. The Ombuds Office is administratively located within the Office of the Provost, but it operates independently of all College offices and reporting lines. This arrangement supports logistical needs only and does not affect the Ombuds’ neutrality or independence.
In keeping with the International Ombuds Association Standards of Practice, the Ombuds functions independently, maintains confidentiality to the fullest extent permitted by law, and exercises sole discretion over how to handle any matter brought forward.* - Confidential. The Ombuds will keep those who use the service’s identities private, unless they are given permission to share, or if they determine there is an imminent risk of serious physical harm.
- Impartial. The Ombuds does not advocate for any individual or group but rather advocates for a fair process. The Ombuds’ job is to help people make informed decisions for themselves with assistance and support.
- Informal. There are no preconditions to talk with a member of the Ombuds. Each step in the process will be decided by the individuals using the Ombuds. The Ombuds does not participate in any formal processes like grievances, investigations, lawsuits, etc.
What does an Ombuds do?
An Ombuds works with “visitors” (i.e., those who reach out to the Ombuds) by listening to their concerns and being a thought partner on ways to move forward productively.
The Ombuds can:
- Provide you with the time and space to share concerns in private
- Listen carefully to concerns
- Help develop a list of options for addressing a concern
- Provide answers to questions about where to get more information about a policy or procedure and appropriate College resources for more information
- Offer clarity on how to report concerns should you choose to do so
- Work with you to prepare for a difficult or uncomfortable discussion
- Help you think strategically so you can move through your issue with intentionality
- Determine other ways they might support you, such as facilitating a discussion or a group process, leading a workshop, or raising a concern to leadership with your permission.
- Give you insight into a complicated situation; a clearer perspective on an issue or concern; enhanced ability to effectively deal with a problem
What are the examples of concerns for which the Ombuds might be able to offer support?
Faculty may find it helpful to engage the Ombuds when they:
- Experience an interpersonal challenge with a colleague, department member, a leader/manager, or an employee, and need assistance figuring out how to address it.
- Have a compliance, ethical, legal, or policy concern related to work and want guidance on how to report it.
- Feel uncomfortable about a situation they have experienced and would like to have a thought partner on what options they have to address the situation in a productive way.
- Want guidance and coaching on how to have a difficult conversation.
- Desire to discuss a concern informally and confidentially, allowing them to retain control of the process, consider differentperspectives on issues, and have flexibility in crafting resolution.
- Are in management and want support managing conflict or issues amongst their team members.
Who can utilize the Ombuds resource and how long does it take to get an appointment?
All Emerson College faculty with a concern related to the College are welcome to work with the Ombuds resource. Generally, the Ombuds will reply within one business day.
What does the Ombuds resource not do?
The Ombuds does not:
- Advocate for individuals or groups
- Make binding decisions or mandate policies, nor render judgments or make decisions on the issues brought to the Ombuds
- Participate in claims investigations, legal proceedings, or other formal resolution processes
- Serve as a witness or testify in formal judicial or administrative hearings
- Serve as a channel for reporting legal or non-legal violations of policy or codes of conduct
- Provide legal advice or psychological counseling
- Tell individuals or the College what to do or compel any action
- Accept notice or initiate a formal process like an investigation or grievance
- Replace other roles, functions or procedures at Emerson
Talking to the Ombuds does not constitute formal notice to Emerson College about the existence of a problem. The Ombuds can help you think through where to report a concern should you choose to do so.
Will my visit cause something to change at Emerson?
The Ombuds resource operates on two levels – as a sounding board for individuals, and as a data-gathering / anonymizing / aggregating platform to identify systemic issues. At the individual level, the Ombuds helps identify options (including the possibility of not taking action) for the visitor to be able to address the situation, not to tell them prescriptively what to do. The Ombuds resource is not a reporting mechanism, so if direct change is desired, individuals should use the appropriate formal channel(s).
At the institutional level, Emerson College leadership will receive anonymized data periodically that highlights trends, themes, hotspots and perhaps insights and recommendations from the Ombuds on how to address the concerns effectively. However, the Ombuds cannot mandate that any action be taken.
Are there any instances in which the Ombuds will not be able to maintain confidentiality?
Yes. If the Ombuds determines that an imminent threat of serious harm exists and/or there is suspicion of abuse of any kind, the Ombuds is obligated to disclose this information. This determination will be made at the sole discretion of the Ombuds. In situations in which the Ombuds believes that talking with other individuals may help, and there is not a risk of harm to self or others, the visitor will be asked for permission before any disclosures are made. If a visitor has particular concerns about confidentiality, they can raise the issue with the Ombuds. This confidentiality cannot be “waived” by users of the Ombuds service because the privilege of confidentiality belongs to the Ombuds and not to the users of the service.
Who is the Ombuds team? How are they trained/vetted?
The Ombuds has been trained by the International Ombuds Association (IOA) and practices in accordance with the IOA’s Standards of Practice and Code of Ethics. They were selected for their cultural competency and awareness and have years of experience supporting people through Ombuds programs at other organizations.
I want to reach out to the Ombuds, but don’t want others to know. Is there any way for others to know that I talked with the Ombuds?
No. The effectiveness of the Ombuds resource is dependent on the Ombuds not revealing who reached out to them. Maintaining the confidentiality and anonymity of those who engage with the Ombuds is a defining principle of the resource. While the Ombuds has access to some contact information and general employment data of faculty to verify eligibility to use the Ombuds service and help identify patterns and trends that inform recommendations to senior leadership, all visitors are welcome to call the Ombuds to discuss any issue without giving a name. No identifying information is retained by the Ombuds. Any data collected by the Ombuds about the issues discussed is aggregated, and no information that could identify visitors is shared. Individuals are welcome to reach out to the Ombuds with additional questions about confidentiality.
How do I prepare for my meeting with the Ombuds?
There is nothing you need to do to prepare for your meeting with the Ombuds. Just come ready to share your concerns and answer clarifying questions the Ombuds may have for you about what happened, what your goals are, and what matters most to you about the situation.
What if my question is not listed here?
Please contact the Ombuds to get your questions answered.