Job Summary

Duties & Responsibilities

Complaint Consultation, Dispute Resolution, and Resource Referral

• Serve as a confidential venue outside formal administrative measures/grievance procedures for students to share their complaints about institutional policies, faculty, and staff.
• Actively listen to concerns expressed by students and gather additional information as needed to more fully understand the issues involved.
• Provide information to students about policies, procedures, rules, and informal/formal options for addressing complaints within the institution.
• Assist students in evaluating desired outcomes in addressing their concerns and the feasibility of such.
• Guide students in articulating concerns constructively and effectively to decision-makers.
• Facilitate communication between parties to help resolve concerns; engage in shuttle diplomacy or other conflict resolution techniques as appropriate.
• Help students enhance their self-efficacy and problem-solving skills in addressing their concerns.
• Inform students of campus resources that are available; make referrals as appropriate
• Clarify potential next steps for students and help them develop an action plan for moving forward.

Outreach and Education

• Reintroduce this role to the campus community by creating and delivering engaging content in person and online. (A campus-wide student ombudsperson role previously existed from 1969 to the early 1990s.).
• Develop relationships across the colleges and other campus units for role awareness and problem-solving facilitation as student concerns arise.
• Through resource fairs, new student orientation, on-campus tabling, student group presentations, and other venues, increase awareness of the student ombudsperson role and services offered.

Policy Analysis and Advocacy

• Identify patterns in student complaints that may indicate systemic issues.
• Recommend policy changes to address recurring problems.
• Collaborate with university departments to develop fair and transparent procedures.
• Advocate for student interests in policy discussions while maintaining impartiality.
  

Reporting and Assessment

• Prepare routine reports on case trends and outcomes.
• Develop metrics to evaluate the effectiveness of the student ombudsperson role.
• Collect feedback from service users to improve processes; solicit input from the campus community.
• Maintain statistical records while preserving confidentiality.

Other Administrative Functions

• Create standard operating procedures for receiving and processing student complaints through this role.
• Engage in professional development and other continuing education activities to foster best practices.
• Serve on departmental, divisional, and university-wide committees as appropriate.
• Represent the Dean of Students as requested/needed in university functions, meetings, etc.
• Serve in rotation as an on-call emergency dean for after-hours issues and crises.
• Undertake other duties consistent with the position as assigned.

Additional Physical Demands

Minimum Qualifications

Education:

• Master’s degree in student affairs, higher education administration, social work, counseling, dispute resolution, and/or similar field, or Juris Doctor degree.

Experience:

• At least five (5) years of professional experience in conflict resolution, student advocacy, higher education administration, or related fields.
• Proven skill in facilitating constructive dialogue between diverse stakeholders with potentially conflicting aims while maintaining relationships and building trust.
• Demonstrated experience maintaining confidentiality and exercising sound judgment.
• Ability to be empathic while remaining neutral.
• Strong analytical and problem-solving abilities with experience navigating complex institutional systems.
• Excellent written and oral communication skills, including active listening and effective interpersonal engagement.
• Evidence of initiative and ability to work independently, yet also history of collaborative partnerships

Preferred Qualifications

Experience:

• Active involvement in the International Ombuds Association (IOA) or similar professional organization.
• Certification in mediation/dispute resolution.
• Experience with Title VI, Title IX, ADA, FERPA, and other relevant regulations.
• Creativity in developing solutions to complex problems.
• Skilled in responding effectively to heightened emotional states utilizing de-escalation strategies or other techniques.