Ombudsperson

at  Western University

ABOUT US

The Office of the Ombudsperson provides an impartial, confidential environment in which students can discuss a university related problem or concern and, when appropriate, assists university administrators in ensuring Western is a fair and inclusive environment in which to study, work and live. The office is an important resource to the university community to aid and support students in understanding policies, procedures, and processes within the university and in the identification of opportunities for improvement.

QUALIFICATIONS

Education:

• Master’s Degree; preferably in Higher Education or other related field
• Membership in good standing and compliance with the professional standards of the Association of Canadian College and University Ombudspersons (ACCUO)

Experience:

• 7 years’ progressive experience working with post-secondary students
• Experience with complaint investigation, counselling or conflict resolution
• Experience in mediation

Knowledge, Skills & Abilities:

• In-depth knowledge of best practices related to the Forum of Canadian Ombudsman (FCO), Ombudsman Ontario, and the International Ombudsman Institute (IOI)
• Ability to effectively drive and manage change initiatives that align with organizational strategies and/or provide opportunities to increase efficiency
• Ability to establish effective routines for excellent communication with all members of the team to maximize productivity
• Ability to effectively present information, and conduct training sessions and workshops
• Ability to ensure confidentiality and privacy is maintained through the appropriate retention and destruction of information
• Ability to draw on diversity of skills, backgrounds and knowledge of people to achieve more effective results
• Ability to investigate defined issues, solicit input, and suggest remedies and alternative approaches that meet the needs of the situation
• Ability to use judgment and quickly acquire the knowledge necessary to assess and prioritize demands
• Ability to ensure expenditures and resources are within allotments, and to make appropriate modifications when required
• Commitment to ongoing professional development with a desire to take on new challenges
• A well-defined sense of diplomacy, including solid negotiation and conflict resolution skills
• Ability to remain highly motivated, resilient, innovative, and collaborative when faced with challenges
• Influential interpersonal skills that build positive and strong relationships
• Ability to search within and outside the formal boundaries of the organization for innovative ways to improve work

The Office of the Ombudsperson is an independent unit established under a Memorandum of Understanding among Western University, its Affiliated University Colleges, the University Students’ Council, the Society of Graduate Students, the Ivey MBAA and the Affiliated University College Students’ Councils (the MOU). The Ombudsperson reports administratively to the University Secretary and reports to the Advisory Committee established under the MOU (the Advisory Committee) for advice in regard to those matters set out in the MOU.
The Office is a confidential, impartial and independent office that helps students at Western and the Affiliate University Colleges to determine their options by listening, discussing what the student would like to see happen next, and then determining what can be done to make that possible. The Ombudsperson plays a key role in promoting fairness in university decision-making and is expected to be a person of high integrity and a promoter of ethics to inspire trust and address confidential issues.
The Ombudsperson may receive any university-related inquiries or concerns from students, and possibly potential or former students (related to their former student status), at the discretion of the Ombudsperson. The Ombudsperson is empowered to examine complaints of unfairness, and on that basis to have access to relevant individuals and information as necessary to fulfill their role. The Ombudsperson may conduct an inquiry of concerns and complaints notifying those in authority and providing recommendations with a view to remedying an individual situation, and/or identifying any policies, procedures or practices that appear unclear, inequitable, or unfair. Committed to equity, diversity, inclusion and decolonization principles, the Ombudsperson assists students in exploring and evaluating options and determining an appropriate course of action with an aim to resolve disputes informally before they escalate. The successful resolution of complaints contributes to the development of a supportive and inclusive environment for all students across the university.