Brochure

The Role of the University Ombuds

Listening
Works to solve problems as a neutral party.
Works to allay frustration.
Provides advice/guidance to those who requested it.
Cannot change, set aside or supersede existing rules and regulations.
Mediates disputes, negotiations and facilitations.
Coaching on effective conflict management or asking/responding to difficult questions.
Shuttle diplomacy or serving as a go-between to resolve problems.

Neutrality – the Ombuds hears complaints neutrally with particular attention to all available perspectives of an issue.
Informal – no official investigation is conducted, nor is formal notice received.
Independence – the Ombuds is not within the chain of command
and acts independently of all other offices.
Confidentiality – no action is taken without the visitor’spermission and limited information is collected.
Justice – the Ombuds is committed to justice and fair play.
Accessibility – the Ombuds is readily accessible, however, this is not considered an office for the resolution of immediate crisis.

Don’t be afraid to ask questions.
Don’t hesitate to call University offices for help. Start with procedures which are already in place.
Be prepared. Be informed. Gather your information and documentation ahead of time.
Remember to be civil; rudeness and accusations rarely help any situation.
Make sure that you are talking to the right person to answer
your question, handle your issue, or make a decision.
Read all information available to you concerning your issue. Searching the University’s website will provide you a gold mine of information. FAU makes a conscientious effort to inform
the campus community of its deadlines and procedures. You are responsible for knowing University policy and University deadlines.
Before you sign contracts such as housing/meal contracts or before you agree to financial aid, read the fine print. Know what you are agreeing to, what your obligations are and when they are due.