Associate Ombudsperson

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

 

About the Ombuds Office

The UMass Ombuds Office was established in 1969 through the faculty senate and is one of the oldest public University ombuds offices in the country. The office supports faculty, staff, and students with conflicts and concerns on university related issues and practices in accordance with the International Ombuds Association standards of practice. The University Ombudsperson reports directly to the Chancellor and provides insights on climate and themes. The office supports the University’s values of excellence, engagement, intellectual creativity and innovation, respect, sustainability, integrity and transparency, and equity, diversity, and inclusion.

 

Job Summary

The Associate Ombudsperson provides confidential, impartial, and informal assistance to faculty, staff, and students, functioning as a neutral party promoting effective communication and fair practices. The Associate Ombudsperson exercises discretion when responding to individual matters or systemic concerns, handling all matters with the strictest confidence to the extent permitted by law. This position supplements the University’s existing resources for formal conflict resolution and functions independently of existing administrative structures.

 

Essential Functions

• Provides impartial, informal, equitable, and confidential conflict resolution services to campus community members with a university-related concern through individual consultations, group sessions, informal mediations, conflict coaching, and workshops.
• Refers clients to Human Resources, Employee Counseling and Consultation Office, Equal Opportunity and Access, Dean of Students, Center for Counseling and Psychological Health, Academic Deans, and other appropriate resources. Follows up on concerns as needed. Consults with campus leaders, department managers, and appropriate individuals to develop cooperative strategies for resolving concerns and complaints.
• Acts as a liaison between individuals or groups and the campus administrative structure, and when appropriate, facilitates group meetings, conducts informal mediations, uses shuttle diplomacy, or assists with informal negotiations to facilitate communication among parties in conflict.
• Provides early warnings to Ombudsperson and/or Chancellor’s Office designee regarding areas of potential organizational concern, delivers upward feedback, analyzes systemic needs for improvement. 
• Proposes systems’ change recommendations to the Ombudsperson as a means of advancing the office’s ongoing promotion of open communication and fair/equitable conflict resolution practices throughout our campus community.
• Presents highly sensitive and/or critical issues, without attribution, that surface due to gaps between stated institutional goals and actual practice to the Ombudsperson in effort to provide insights into the campus climate and support leadership to address issues facing the community
• In partnership with the University Ombudsperson, conducts training programs on dispute/conflict resolution, communication skills, collaboration, and related topics.
• Conducts outreach to communicate the purpose of the ombuds role and increase the visibility of services across campus.
• Develops educational and outreach materials/content that engage student populations.
• Develops and maintains effective working relationships with campus partners, a critical function for providing effective ombuds services.
• Promotes an inclusive and equitable campus culture and climate through relationship driven ombuds work and collaborating with campus partners on areas of concern.
• Exercises sound judgement, responsible decision making, and upholds a high degree of integrity in all job functions as an Associate O