Ombuds Brochure

The Role of the University Ombuds

  • Listening
  • Works to solve problems as a neutral party.
  • Works to allay frustration.
  • Provides advice/guidance to those who requested it.
  • Cannot change, set aside or supersede existing rules and regulations.
  • Mediates disputes, negotiations and facilitations.
  • Coaching on effective conflict management or asking/responding to difficult questions.
  • Shuttle diplomacy or serving as a go-between to resolve problems.

Ethical Principles

  • Neutrality – the Ombuds hears complaints neutrally with particular attention to all available perspectives of an issue.
  • Informal – no official investigation is conducted, nor is formal notice received.
  • Independence – the Ombuds is not within the chain of command
    and acts independently of all other offices.
  • Confidentiality – no action is taken without the visitor’spermission and limited information is collected.
  • Justice – the Ombuds is committed to justice and fair play.
  • Accessibility – the Ombuds is readily accessible, however, this is not considered an office for the resolution of immediate crisis.

Solving Problems on Your Own

  • Don’t be afraid to ask questions.
  • Don’t hesitate to call University offices for help. Start with procedures which are already in place.
  • Be prepared. Be informed. Gather your information and documentation ahead of time.
  • Remember to be civil; rudeness and accusations rarely help any situation.
  • Make sure that you are talking to the right person to answer
    your question, handle your issue, or make a decision.
  • Read all information available to you concerning your issue. Searching the University’s website will provide you a gold mine of information. FAU makes a conscientious effort to inform
    the campus community of its deadlines and procedures. You are responsible for knowing University policy and University deadlines.
  • Before you sign contracts such as housing/meal contracts or before you agree to financial aid, read the fine print. Know what you are agreeing to, what your obligations are and when they are due.