Ombudsman Position Responsibilities, Qualifications and Assessment
A Conceptual Memorandum
Purpose and Rationale:

The Ombudsperson position is, in part, a response to the Rankin & Associates report which revealed
multiple concerns about morale and levels of trust in the university community. These concerns
include, among others, perceptions of unfair treatment leading to a high percentage of faculty
considering leaving the institution.

The Ombudsperson can be seen as an effective facilitator of providing a mediated and solution
focused responses to disputes and conflicts in a context of privileged communication protected
from retaliation. This process can resolve issues before they become unmanageable, provide an
alternative to conflicted entanglements, and encourage understanding and agreements that
improve working relationships.

Ombudsperson will be available to respond to any and all issues brought to their attention (student,
staff and faculty), including inter-disciplinary or cross-unit issues, and issues that do not necessarily
involve rules violations.

The processes and services provided by the Ombudsperson enhance, but do not supplant, the
formal procedures and offices that handle formal complaints. As such, this position includes
directing and guiding affected parties to utilize appropriate channels when necessary to avoid
duplication of effort or existing resources.

Utilization of an Ombudsperson has been shown to be a cost effective and efficient response that
enables a pathway for respectful acknowledgement and recognition of all persons and their
concerns. This is an effective way to respond to misunderstandings and dissatisfactions on campus,
improving the social climate for faculty, staff, and students.
Description of Responsibilities:

Provides mediating opportunities for disputing parties to fully express their concerns as they
experience them. These opportunities involve the processes of hearing and being heard,
acknowledgement and recognition of others’ positions and perceptions, and providing the capacity
for problem resolutions and agreements.

Utilizes and refers to relevant university services and functions as resources for disputing parties and
conflicted persons in an efficient manner, preserving their confidentiality and avoiding duplication of
effort or existing resources.

Intercedes before complaints and issues are brought to more formal channels, but may also be
available at any level of complaint where the parties are willing to participate in the process as an
alternative way of resolving their issues.
Structure:

The Ombudsperson must maintain a position of neutrality and respect for the organizational
integrity of all persons and functions. The Ombudsperson is an advocate of the processes involved,
not any particular person or cause.

While serving as an alternative resource for resolving conflicts, the Ombudsperson will participate in
no process or agreement that is contrary to any existing union contracts or processes.

This is a high profile position within the University, and is a free standing position that reports
directly to the President of the university.

The Ombudsperson will create reports that include data taken from all activities which are collected
and maintained in an anonymous profile, which includes, but is not limited to numbers and types of
cases, number of hours involved and outcome status of each case.

While maintaining confidentiality, the Ombudsperson will also report to the President factual and
anecdotal data that might reflect organizational limitations or needs that directly impact the cultural
climate of the university.

The Ombudsman will be responsible for the administration of the office (with university assistance)
and will provide information and education to the university community about the position and the
nature of the processes being offered by the position.

This is a 2 year, year round position, renewable one time, with a maximum tenure of 4 years.
Weekly hours are to be determined.
Assessment:

The President will utilize the accomplishment of the responsibilities cited above, the data that is
presented, the results of anonymous client satisfaction surveys, and surveys sent to university
departments reflecting their knowledge of and the quality of their experience (if any) of the
Ombudsperson services.
Qualifications:

Typical qualifications of this position include a minimum of a Master’s Degree with a noted
background/experience/education/training in mediation, or some form of alternative conflict
resolution or previous work as an Ombudsperson.

The Ombudsperson needs to be familiar with the mediation process and its application to the
university, as well as the regulatory procedures established by legislation in Pennsylvania.

The Ombudsperson should be supported and encouraged to qualify for certification by the
International Ombudsman Association after one year in the position.

This person must be neutral with agendas beyond the function of the office.

This person is also required to be knowledgeable of Kutztown University, its structures, functions
and culture. If this person comes from outside Kutztown University, she or he we will need to
become familiar with all departments and units of the university as well as the culture of the whole
community and its many diverse facets, strengths and needs.
Administrative Needs (This list is non-exhaustive):

Office space

Phone (dedicated #), computer, and ombudsperson@kutztown.edu email

Office supplies

Furniture (desk, chairs, table with 6 chairs)

Part time secretarial/administrative support

Business cards

Budget (out of the President’s office?)

Process Documents:
o
Agreement to Participate in Mediation forms (to be developed specific to K.U.)
o
Informational brochures (to be developed)
o
Report tracking formats
o
Assessment surveys
Submitted by Ed Hanna, Department of Social Work, February 28, 2016,
2nd Revision by Tony Wong, Department of Mathematics, March 25, 2016,
3rd Revision by Ed Hanna, Department of Social Work, March 28, 2016.
4th Revision, Ed Hanna, Department of Social Work, March 31, 2016.