OFFICE OF THE OMBUDSMAN
Frequently Asked Questions1. What exactly does an Ombudsman do?
An ombudsman is a person whose function within an organization is to help solve problems, operating not as an advocate for individuals or the institution, but as an advocate for fairness of outcomes. The responsibility of the Office of the Ombudsman at Florida Atlantic University is to assist students in addressing concerns that established processes and procedures have not resolved. Depending on the nature of a problem, and prior attempts at resolution, the Ombudsman offers guidance, advice, interpretation, and investigation.
The Ombudsman will:
Listen to you
Answer your Questions
Analyze Your Situation
Explain University Policies, Procedures and Problem-Solving Channels
Assist you in pursuing a Resolution
Be an Advocate for Fairness
2. Is there anything you cannot do?
The Ombudsman WILL NOT:
Replace or circumvent existing channels
Direct any University office to change a decision
Offer legal advice
Make decisions for you
Have a stake in outcomes
Set aside rules and regulations
The Ombudsman does not advocate for either party.
The office cannot assist you if you have sought legal counsel.
3. Why should you use our services?
The Ombudsman has access to people, records and services that most students do not, and using this access will do everything possible to reach some form of resolution of your problem. Although we cannot always promise the outcome you wanted, we guarantee that we will listen, seek all pertinent facts, and be completely impartial in our attempts to settle the issue. If the outcome is not what you had hoped for, a complete explanation as to why a different resolution was called for will be given.
4. When should you visit the Ombudsman's office?
The time to visit the Ombudsman is when established processes and procedures have failed to resolve an issue to your satisfaction, when a decision affecting you is given without explanation, when the decision-making process appears to be stalled, or when you need help in just getting things started on the road to resolution. Sometimes simply having the correct information is all that one really needs to solve a problem.
5. Will you tell anyone I was in your office?
All interactions with the Office of the Ombudsman are strictly confidential except in cases where there is consent by complainant; imminent harm to the complainant, other or University; or a legal requirement.
6. What types of things can I talk to you about?
The usual areas of concerns include:
Fear of Retaliation
Any Many More!
7. Do I have to bring copies of anything to your office?
As an independent agent of the University, accountable to the President, the Ombudsman has the right to access information from and raise questions with, any office in the institution. Certainly, you should bring any supporting personal documentation that contributes to your case.
8. Do you change rules?
The Ombudsman does not order change by direct imposition of authority, and does not set aside or supersede existing rules and regulations. Rather, knowledge of the facts of a situation, plus reason, persuasion, and familiarity with the system have proven adequate to resolve those problems in which a mistake was made, where a practice was applied unfairly, or where poor judgement was exercised in reaching a decision.