University Ombuds Links
UNIVERSITY OF KANSAS
UNIVERSITY OMBUDS OFFICE
ANNUAL REPORT
March 1, 2007 – February 29, 2008
Kellie Harmon, University Ombuds
Professor Stephen Grabow, Faculty Ombuds
INTRODUCTION AND STAFF CHANGES
Kellie Harmon, formerly Interim University Ombuds, was appointed University Ombuds in August, 2007. She began working in the Ombuds Office in 1993. In October, 2006, Maria Orive, Associate Professor of Ecology and Evolutionary Biology, was hired as Faculty Ombuds and began her position in January, 2007. The University Ombuds and the Faculty Ombuds assist everyone in the University community including, but not limited to, students, staff, faculty, and alumni.
During the 2007-2008 academic year, Professor Orive is on sabbatical leave and will return in August, 2008. During this time, Stephen Grabow, Professor of Architecture, serves as Faculty Ombuds part-time. In March, 2007 Professors Orive and Grabow attended Ombuds training in Orlando, Florida, sponsored by the International Ombudsman Association.
ROLE OF THE OMBUDS OFFICE
The Ombuds Office at the University of Kansas provides confidential, informal, and impartial services for faculty, students, staff, and administrators. The Ombuds role consists of four main principles: 1) Confidentiality; 2) Informality; 3) Neutrality; and 4) Independence. For a description of these principles, see the University Ombuds Office web site at http://www2.ku.edu/~ombuds/principles.shtml. Most of the university community knows we are a valuable resource when one has a conflict or complaint. It is important to note, however, that as an informal office records are not kept or filed here. If a visitor decides to file a formal grievance, an Ombuds clearly explains the relevant policies and procedures and refers them to the appropriate person or unit.
The Ombuds Office is voluntary; coming to the Ombuds Office is not required for any purpose, either formally or informally. For more information on the Ombuds role, please visit our website at www.ku.edu\~ombuds, and University Senate Rules and Regulations, 6.2.1 – 6.2.2.2.
What the University Ombuds Does
What the University Ombuds Office Does Not Do
STATEMENT OF BEST PRACTICES
In accordance with the International Ombudsman Association (IOA), the University of Kansas Ombuds Office adopted a Statement of Best Practices document. IOA recommends that each organizational ombuds office have a Statement of Best Practices that is supported by their institution and published on their web site. Ombuds Harmon is a member of the IOA Ethics and Standards of Practice committee.
In February, 2008 the University Senate Executive Committee voted unanimously to support the proposed Statement of Best Practices. Recently, the Chancellor and the Provost also pledged their support for the document. Please take time to read the Statement of Best Practices on the Ombuds Office website at http://www2.ku.edu/~ombuds/practices.shtml.
STATISTICAL INFORMATION AND A FEW INTRODUCTORY NOTES
Since the Ombuds role is neutral, we prefer not to use the term “client,” as that term commonly implies advocacy. Instead, we use the term “visitor.” Although not a perfect term because sometimes we assist people over the telephone, it more appropriately describes the nature of our contacts given our neutral role.
These numbers represent visitors who contacted the Ombuds Office either by telephone, in person, or by e-mail. The contact is only counted once, so if we consult with a visitor more than one time on the same issue, the contact is not counted again. The time and response to visitors varies from a brief consultation to a large amount of time involving other individuals and campus units. The more complex the issue, the more time and additional follow-up is needed.
Although the Ombuds Office does not store records or any type of identifiable information, the Office tracks patterns so we can assist in positive change in the university’s organizational system. One role of the Ombuds Office is to provide feedback to promote responsible systems change based on input we hear throughout the year while maintaining visitor confidentiality. The annual report is one of the several ways the Ombuds Office provides feedback to the university community.
The Ombuds Office had contact with over 91 different university units and departments. The breakdown of contacts is listed below.
Total # of first contacts: 420
Students: 154
Undergraduates: (123)
Graduate: (31)
University Support Staff (42)
Unclassified Professional Staff (55)
Total: 420
MOST COMMON ISSUES FOR SEEKING OMBUDS OFFICE ASSISTANCE
Students (both undergraduate and graduate)
Issues related more specifically to graduate students:
Faculty
Staff (both university support staff and unclassified professional staff):
Former students:
OBSERVATIONS AND COMMENTARY
The following observations will address one issue at a time briefly. For more information or further consultation on the observations described below, please contact the Ombuds Office.
The dismissal policy for graduate students is unclear and can be confusing for those involved. It is recommended that Graduate Studies consider a university-wide dismissal policy. Such a policy that exists in the Research and Graduate Studies unit should not conflict with other schools’ policies, and therefore should be created in concert with the schools. Currently, many of the academic schools lack dismissal procedures for their graduate programs. Dismissal policies for graduate students need to be re-examined and streamlined so that the policies are consistent and fair for everyone. Dismissal policies may also want to include, or at least refer to, readmission procedures regarding acceptance into other programs or schools at K.U. Consistency in the policies will also help alleviate potential grievances in the future. Clearly stating dismissal policies in the schools’ graduate handbook and other visible places not only benefits the individual schools and Graduate Studies, but also benefits the graduate students so they are informed and know what to expect in such instances.
There is a policy that addresses this issue in the Handbook for Faculty and Other Unclassified Staff under the Faculty Code of Rights and Responsibilities and Conduct section. This policy also relates to the responsibilities of the Calendar Committee (a standing committee of the University Senate).
The policy in the Handbook for Faculty and Other Unclassified Staff, Article 4, Section 4 c., is:
“c. A member of the faculty is expected to meet classes at the regularly scheduled hour and to carry out his or her other academic responsibilities. If a faculty member considers it necessary, for sound academic reasons, to move a class to another time, advance notice must be given to the class and arrangements must be made to assure that the change does not work undue hardship on any member of the class. If prevented from meeting classes or carrying out other academic responsibilities, a faculty member must, if physically able to do so, make satisfactory advance arrangements and communicate, preferably in writing, the nature of these arrangements to his/her chairperson (or dean, if the school in question is not organized departmentally). Such arrangements are subject to the approval of the appropriate chairperson or dean. Each department or school must define what arrangements are considered "satisfactory" in that unit, and appropriately publicize its definition” (http://www.provost.ku.edu/policy/faculty/handbook/c2.shtml#2.e)
In addition, the calendar committee determines the calendar for the school year and based on this calendar, the Registrar Office designates certain standard class meeting times. According to University Senate Rules and Regulations, 1.1:
“1.1.1 The Calendar Committee shall annually submit to the University Senate for approval a Calendar for the school year (fall semester, spring semester, summer session) following the ensuing year. This Calendar shall be in accordance with the common Academic Calendar approved by the Board of Regents.”
When scheduling classes, instructors must file a formal request for non-standard meeting times with the Provost Office well before the semester begins; however the problems this office hears about occur after the semester begins. When students sign up for a course, they sign up with the expectation that the class will meet at the published time as stated in the Timetable of Classes. When a vote is held in class to determine whether the time should be changed, for example, it can inflict undue hardship on those who vote against the time change. Due to the power differential that exists between instructors and students, or due to peer pressure, some students may feel intimidated into agreeing to a schedule change even if it creates hardship for them. Changing scheduled class times can be problematic if not handled properly. It is recommended that instructors be required to request advance approval from the chair or dean before changing class meeting times after the semester begins.
Bullying in the workplace continues to be a concern for many work environments including the University of Kansas. It is important for supervisors, chairs, and deans to recognize and address these concerns when such issues are brought to their attention. The Ombuds Office is available for consultation on these matters as is the Office of Human Resources and Equal Opportunity. The Workplace Bullying Institute website provides some useful information: http://www.bullyinginstitute.org/.
This concern is inevitable and comes up every semester. However, instructors can help alleviate potential problems by clearly stating the course requirements in the syllabus as well as verbally at the beginning of each semester. Clearly stating policies such as grading, attendance, academic misconduct, group participation, and participation points, can go a long way to alleviate future problems. See also Observation V. below.
As there is no university wide attendance policy, it is up to the instructor to decide how he/she will manage students’ issues regarding attendance; nevertheless, there are a couple policies that refer to this issue in Section 3, 1.3.8 & Section 4, 1.4.4 in the University Senate Rules and Regulations:
“1.3.8 Students with a verifiable medical crisis of a relative or friend may be excused from being present for the final examination. It is the responsibility of the student to initiate discussion with the instructor, prior to the examination/test if possible. The instructor and student shall attempt to come to a mutually agreeable method of making up the missed work.”
“1.4.4 Students with a verifiable medical crisis of a relative or friend may be excused from being present for scheduled examinations and tests. It is the responsibility of the student to initiate discussion with the instructor, prior to the examination/test if possible. The instructor and student shall come to a mutually agreeable method of making up the missed work. “
Although this policy falls under exam procedures, the spirit of the rule suggests that instructors are encouraged to work with students with verifiable medical emergencies of family or friends throughout the semester. As previously stated in Observation IV, instructors should clearly communicate their attendance policy at the beginning of each semester, both verbally and written in the syllabus.
Students also need to recognize that continued absence from class creates hardship not only for the student, but also for the instructor, and may also affect the dynamics of certain classes. Students should also clearly communicate with instructors as soon as possible when they know they will be absent. The student and instructor must work together to come up with a reasonable and fair solution depending on the particular circumstance. If students need to miss class due to a family crisis or personal illness, they may also be referred to the Academic Achievement and Access Center (AAAC) in Strong Hall. AAAC assists students in contacting their instructors if they will be absent for three or more days.
E-MAIL COMMUNICATION AND THE OMBUDS OFFICE
The University Ombuds Office is confidential and we do not speak to anyone without the visitor’s permission. Given the confidential nature of the office and the fact that e-mail is not a confidential means of communication, we discourage the use of e-mail to contact us. We generally do not “consult” over e-mail. We are happy to visit with anyone over the phone or in person. If you would like to make a phone or in-person appointment, please give us a call at (785) 864-7261 to check our availability and set up a time to meet or talk.
OTHER OMBUDS ACTIVITES
Campus Dispute Assistance Services
Campus Dispute Assistance Services (CDAS) was established in 1997 as a response to revised grievance procedures. The Ombuds Office keeps a list of trained faculty and staff mediators who are available for this purpose. Although the Ombuds Office maintains the list and helps recruit mediation volunteers, the office itself is not involved in the mediation process. The list of mediators is not made public, but it is important to be aware that mediators are available and volunteer a considerable amount of their time and energy for this very important service.
Threat Assessment Team
The University Ombuds is a member of the Threat Assessment Team. This team of various staff members meets on occasion to review situations that potentially may be a threat of violence, but does not involve an immediate threat. For more information about this team, please visit the Human Resources and Equal Opportunity web page at
http://www.hreo.ku.edu/policies_procedures/emergency_procedures/workplace_violence
PROFESSIONAL DEVELOPMENT FROM MARCH 1, 2006-FEBRUARY 28, 2007
In March, 2007, Faculty Ombuds Orive and Grabow attended Ombuds training in Orlando, FL offered by the International Ombudsman Association (IOA). They completed two courses, “Ombudsman 101” and “101 Plus”.
In April, 2007, Ombuds Harmon and Faculty Ombuds Orive attended the IOA annual conference “Strengthening Our Foundations,” in St. Louis, MO. The annual conference is an important opportunity to network with other Ombuds from all over the world and from many different sectors including academic, corporate, and government.
Ombuds Harmon attended IOA training in Philadelphia, PA in October, 2007. She attended two training sessions, “Intermediate Workshop: An Intermediate Program Concentrating on Issues Encountered by New Ombudsman,” and “Drawing from Psychology: Theories of Solution Focused Problem Solving Therapies.”
EVALUATION OF THE OMBUDS OFFICE
Last year, the Ombuds Office, in coordination with the Office of Institutional Research and Planning, developed an on-line evaluation survey to evaluate visitors’ experiences with the Ombuds Office. Once a year, an e-mail is sent by University Governance inviting students, staff, and faculty who contacted the Ombuds Office to complete the survey. The evaluation was sent last year in early May and the Ombuds Office appreciated receiving feedback from the participants. The results of last year’s survey overwhelmingly indicated that individuals who contacted the office were appreciative of how they were treated by Ombuds Office staff and that they had a positive experience with the office. The Ombuds Office encourages anyone who visits with an Ombuds throughout the year (not only in the spring at the request of Governance) to complete the evaluation form at http://surveys.ku.edu/Ombuds/index.html.
WHO AND WHERE WE ARE
The University Ombuds Office is located in room 34 Carruth O’Leary Hall, 1246 West Campus Road, Lawrence, KS 66045. Our telephone number is (785) 864-7261. Kellie Harmon, the University Ombuds, is located in room 34 and Stephen Grabow, the Faculty Ombuds, is located in Marvin Hall but can be reached at the Ombuds Office main phone number listed above.
The office does not have a receptionist or administrative assistant on-site so if we are meeting with someone or away for a short-while, please leave a message and we will get back to you as soon as we can or if you feel more comfortable, please try again at a later time. To better serve university community members, we recommend scheduling an appointment ahead of time to make sure one of us is available to help a visitor when needed. We also accept referrals from others. If you feel someone would benefit from our services, please feel free to refer them here.
FINAL THOUGHTS AND ACKNOWLEDGEMENT
From this annual report, one can see that individuals visit the Ombuds Office for a variety of reasons. Providing confidential, neutral, independent, and informal assistance encourages individuals to come forward and creates a safe place for discussion. The importance of this function cannot be overestimated.
The Ombuds Office mission is greatly enhanced by the support and cooperation of many individuals who are in positions that can create positive organizational changes on this campus. Their willingness to hear feedback and to collaborate on many issues to try and bring about fair and equitable outcomes is deeply appreciated.
