UMass Amherst Ombuds Resource Frequently Asked Questions (FAQs)

The following information is designed to inform you about the Ombuds Resource for UMass Amherst students, faculty and staff.

1. What is the ombuds resource?

The ombuds team provides students, faculty and staff with an independent, confidential, impartial, and informal resource to manage, address, and surface university – related concerns. This resource is provided by an independent third-party team of skilled and professional ombuds who will listen and help individuals think through possible solutions to challenges at work. Information about the ombuds team members can be found here.

The ombuds resource is:

Independent. The ombuds team is a separate entity staffed by a team based outside of UMass Amherst.
Confidential. The ombuds team will keep those who use the service’s identities private unless they are given permission to share or if they determine there is an imminent risk of serious physical harm.
Impartial. The ombuds team does advocate for any individual or group but rather for fair process. The ombuds’ job is to help people make informed decisions for themselves with assistance and support.
Informal. There are no preconditions to talk with a member of the ombuds team. Each step in the process will be decided by the individuals using the ombuds team. The ombuds team does not participate in any formal processes like grievances, investigations, lawsuits, etc.

2. What does an ombuds do?

An ombuds works with “visitors” (i.e., those who reach out to the ombuds team) by listening to their concerns, providing suggestions on addressing interpersonal challenges, and giving unbiased feedback and clarity on dealing with work-related issues. The ombuds can help visitors resolve their own issues informally or help them understand and navigate formal reporting options.

3. What happens when I contact the ombuds resource?

A member of the ombuds team will:

Provide you with enough time and space to share concerns in private
Listen carefully to concerns
Help develop a list of options for resolving a concern, including referring to the appropriate internal resources to resolve issues
Provide answers to questions about where to get more information about a policy or procedure and appropriate work resources for more information
Work with you to prepare or practice giving voice to concerns
Determine other ways they might support you, such as facilitating a discussion, a group process, or raising a concern to leadership with your permission

4. What are the examples of concerns for which the ombuds might be able to offer support?

Students, faculty and staff may find it helpful to engage the ombuds team for information and expert, confidential advice, such as when they:

Experience an interpersonal challenge with a colleague or their manager and need assistance figuring out how to address it or prepare for what could be a difficult conversation.
Have a compliance, ethical, legal, or policy concern related to work and want guidance on how to report it.
Feel uncomfortable about a situation they have experienced and would like to have a thought partner on what options they have to address the situation in a productive way.
Want guidance and coaching on how to have a difficult conversation.
Desire to discuss a concern informally and confidentially, allowing them to retain control of the process, consider different perspectives on issues, and have flexibility in crafting resolution.
Are in management and want support managing conflict or issues amongst their team members.

5.What might I gain by contacting the ombuds team?

Insight into a complicated situation; a clearer perspective on an issue or concern; enhanced ability to effectively deal with a problem; identification and clarification of options; an effective communication plan to resolve interpersonal issues; clarity on how to report concerns should you want a resolution of an ongoing problem that is impacting your ability to perform your best ability.

6. Who can utilize the ombuds resource and how long does it take to get an appointment?

All UMass Amherst students, faculty and staff with a concern related to the work environment are welcome to work with the ombuds resource. Generally, the ombuds will reply within one business day or less.

7. What does the ombuds resource not do?

The ombuds team members do not advocate for individuals or groups, make binding decisions or mandate policies, participate in claims investigations or other formal resolution processes, nor do they serve as a channel for reporting violations of policy or codes of conduct. The ombuds do not tell individuals or UMass Amherst what to do nor can they compel any action.

The services provided by the ombuds team do not replace other roles or procedures at UMass Amherst. In addition, the ombuds team does not provide legal advice or psychological counseling and does not render judgments or make decisions on the issues brought to the ombuds. Discussing an issue with the ombuds team does not constitute formal notice to UMass Amherst about the existence of a problem. The ombuds team will, however, help identify the proper channels to provide notice about an issue if necessary.

8.When do I reach out to the ombuds team vs. other resources?

The key distinction is that the ombuds resource cannot act as a formal channel for reporting policy or legal violations. To make a formal complaint, one should reach out to other organizational resources. The ombuds team offers an opportunity to discuss concerns with a resource confidentially and develop options to move forward productively.

9. Will my visit cause something to change at UMass?

The ombuds resource operates on two levels – as a sounding board for individuals, and also as a data-gathering / anonymizing / aggregating platform to identify systemic issues. At the individual level, the ombuds team creates options (including the possibility of not taking action) for the visitor to be able to address the situation, not to tell them prescriptively what to do. The ombuds team is not a reporting mechanism, so if direct change is desired, individuals should use the appropriate formal channel(s).

At the institutional level, UMass Amherst leadership will receive a periodic summary of activity that highlights trends, themes, or hotspots along with actionable recommendations on how to address the concerns effectively. However, the ombuds cannot mandate that any action be taken.

10. What happens to information provided to the ombuds team?

Because it is a confidential resource, the ombuds team does not keep identifying information from individual cases. Any recordkeeping or note-taking related to a specific case will be anonymized after the case is closed and/or follow-up is complete.

The ombuds team keeps aggregate statistics and periodically provides updates to UMass Amherst leadership. The ombuds team will review data with an eye towards highlighting emerging issues, identifying trends, highlighting vulnerable groups, and suggesting areas of improvement without sharing identifying information of those they spoke with.

11. Should I contact the ombuds resource to give UMass notice of a formal complaint?

No. Discussions with the ombuds are off-the-record and do not constitute formal notice. The ombuds cannot accept notice or initiate a formal process like an investigation or grievance. If you have a complaint and want to pursue a formal remedy, the ombuds team can refer you to the appropriate person or office at UMass Amherst. You can still contact the ombuds to discuss the problem that you would like addressed, with the goal of resolving the matter. Any formal complaints should be reported to the proper organizational resource.

12. Will the ombuds team participate in formal meetings or legal proceedings?

No. The ombuds team cannot serve as a witness and does not participate in any formal grievance process. The ombuds team will not testify in formal judicial or administrative hearings. However, the ombuds team is available to facilitate informal discussions with the consent of the other participants.

The ombuds will maintain the confidentiality of all dealings and communications and will assert any and all legal protections to maintain that confidentiality. The ombuds team reserves the right to uphold confidentiality even when the person using the services of the ombuds team requests disclosure.

13. How is the ombuds resource unique and different than other UMass resources?

The ombuds resource offers a confidential, independent, and informal channel, which is unlike other resources within UMass Amherst. This means that people can speak with the ombuds team with the assurance that the ombuds team will not report what was told unless someone would be harmed if nothing was reported. Also, the ombuds team is a change agent that can identify patterns and causes of conflict at UMass Amherst and bring those issues to the attention of leadership.

14. Are there any instances in which the ombuds team will not be able to maintain confidentiality?

Yes. If the ombuds team determines that an imminent threat of serious harm exists and/or there is suspicion of abuse of any kind, the ombuds team is obligated to disclose this information. This determination will be made at the sole discretion of the ombuds team. In situations in which the ombuds team believes that talking with other individuals may help, and there is not a risk of harm to self or others, the visitor will be asked for permission before any disclosures are made. If a visitor has particular concerns about confidentiality, they can raise the issue with the ombuds team. This confidentiality cannot be “waived” by users of the ombuds service because the privilege of confidentiality belongs to the ombuds team and not to the users of the service. Because confidentiality is so important to the ombuds team, all communications with the ombuds team are made with the understanding that they are confidential, off-the-record, and that the ombuds team will not be called to testify as a witness in any formal or legal proceeding to reveal confidential and/or privileged communications.

15. Who are the members of the ombuds team? How are they trained/vetted?

Each member of the ombuds team has been trained by International Ombuds Association (IOA) and practice in accordance with the IOA’s Standards of Practice and Code of Ethics. They were selected for their cultural competency and awareness and have years of experience supporting people through similar programs at other organizations.

16. Can I choose which member of the ombuds team to interact with?

Yes. It was important for us to ensure the ombuds team could serve the diverse needs of UMass Amherst students, faculty and staff based on professional and personal background and experience. At this time, the UMass Amherst has three ombuds team members whose bios can be found here. You have the option to select a team member to partner with based on your individual preferences.

17. I want to reach out to the ombuds team, but I am nervous. Is there any way for others to identify me as a visitor?

No. The effectiveness of the ombuds team is dependent on members of the ombuds team not revealing who reached out to them. Maintaining the confidentiality and anonymity of those who go to the ombuds team is a defining principle of the resource. The ombuds team has access to some contact information and general employment data of students, faculty and staff, which is used to verify eligibility to use the ombuds team service and help identify patterns and trends that inform recommendations to senior leadership. All personal identifying information is redacted once the case is closed, the remaining data is aggregated, and no information that could identify visitors is shared. Individuals are welcome to reach out to a member of the ombuds team with additional questions about confidentiality.

18. If I reach out to the ombuds team can I remain anonymous?

Yes, visitors can remain anonymous. They can call the ombuds team to discuss the issue without giving a name.

19. What if my question is not listed here?

Please contact any member of the ombuds team at www.mwi.org/uma-ombuds/ to get your questions answered.

UMass Amherst Ombuds Resource Frequently Asked Questions (FAQs)

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