Student Ombudsperson

Overview:
The Student Ombuds office is an independent unit but will be supported by the University Secretary to whom the Student Ombudsperson will report. The Student Ombuds Office shall provide an accessible, independent, impartial, and confidential office through which students receive guidance and advice about their university-related concerns and complaints regarding university policies, procedures and particularly those governed by Policies 33, 42, 70, 71 and 72 as well as non-academic processes over which the university has jurisdiction (e.g., housing, parking services). This office supplements but does not replace the University’s existing resources for formal conflict resolution.

The Ombudsperson may receive any University-related inquire or concern from any University of Waterloo student. Concerns may also be received, at the discretion of the Ombudsperson, from University applicants whether accepted or not at the time of the initial contact as well as former students where the issue crystallized during their former student status.

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 identify any policies, rules or procedures that appear unclear, inequitable, or unfair. Committed to equity, diversity and inclusion principles, the Ombudsperson assists students explore and evaluate options, and determine an appropriate course of action with an aim to resolving disputes before they escalate. The successful resolution of complaints contributes to the development of a supportive and inclusive environment for all students across the university.

The Students Ombuds Office must comply with the professional standards of the Association of Canadian College and University Ombuds (check agreement)

**Responsibilities**:
Leadership and Strategic Direction
- Provides overall leadership, management, and administration for the Ombuds Office
- Responsible for the development of short-and long-term goals
- Oversees the financial, human resources, and other management duties within the Office
- Establishes consistent policies and practices for the Office and ensures the Office upholds the necessary confidentiality practices
- Keeps abreast of relevant laws and regulations to ensure compliance with government guidelines and university requirements, policies, and procedures
- Demonstrates transparency and congruency in beliefs and actions; holds high ethical standards, integrity and credibility
- Monitors on an ongoing basis, the effectiveness of the investigation process and, improves efficiencies where deficiencies are noted
- Safeguards and keeps confidential all information received in the Ombuds Office; responsible for data management in the Ombuds Office, ensuring compliance with university requirements, policies, and procedures
- Maintains and secures information systems and determines how and to whom confidential data can be released
- Compiles the annual Ombuds Office Report

Student-focused Dispute Resolution, Consultation, and Referral
- Acts as a source of information and referral, aids in answering individuals' questions, and assists in the resolution of concerns
- Identifies and explains relevant university processes and policies to students
- Assists students involved in academic and non-academic misconduct matters and proceedings within the University including participating at hearings if requested by any individual student
- Advises students of their rights and responsibilities and of the procedures to follow to resolve complaints proceedings
- Facilitates discussion and uses informal channels to build consensus and seek resolution
- Works with students to plan strategies and to explore or evaluate options on how best to proceed with the aim to resolve disputes before they escalate
- Empowers students to deal directly and effectively with their concerns
- Listens and provides an objective perspective
- Through impartial advice and administration, ensures and sustains the credibility and integrity of each process
- Ensures that procedures and criteria used in making decisions are well defined, and clearly communicated to those affected
- Mediates complaints according to university policies or procedures or upon request of the parties to a dispute. Through impartial advice and administration, ensures and sustains the credibility and integrity of each process.
- Conducts thorough and objective investigations regarding both individual and systemic issues with a focus on fact-finding, fairness, timeliness, and attention to detail
- Guide and assist students experiencing conflict situations in the preparation of their cases
- Advises students of their rights and responsibilities, offer general guidance on the appropriate channel of redress for any concern or complaint, and make referrals to appropriate bodies whether within or outside the university community

Policy Complia