UC Ombuds Office Helps Solve Problems Quickly, Quietly

Most of us have heard of the University Ombuds, but very few know exactly who-or what-they are. Ombuds is a Scandinavian word meaning "a neutral third party investigation and complaint resolution office," according to Lillian Santa-Maria, UC's university ombudsperson.

Ombuds has provided free services to the UC community since 1972. "We respond to the concerns of the university's students, parents, faculty, staff and alumni," said Santa-Maria. "We serve everybody."

Typically faculty and staff questions concern performance evaluations or salary, but sometimes range to more serious complaints, including sexual harassment and discrimination. "This is a safe place for (employees) to come and find out about their rights under UC policy," said Santa-Maria. She and Gayle Prager, UC's associate ombudsperson, handle all the inquiries with the assistance of two graduate students. "We are available. to confidentially talk through their problems. We help them understand their choices. from the least risky to the most public, high-risk choice," said Santa-Maria.

Conflicts occasionally arise with other employees, supervisors or students. "Sometimes it's a personality conflict or someone feels like they're not being treated right," said Santa-Maria. In these cases, Ombuds will provide conversational coaching or mediation. "We try to show both parties how to work through it."

Reynolds and Santa-Maria explained that when we become angry, frustrated or devastated, we often lose perspective. These disagreements can usually be settled. According to Santa-Maria, only 7-8 percent of the students they mediate go on to a formal hearing. "We work with people early before it gets out of hand. we try to satisfy both parties so it doesn't end up in the formal grievance process."

Santa-Maria stressed their services are neutral, informal and confidential. "We are advocates of fair process, not of individual people. We are done with a case once it goes to hearing." The solution to most concerns is often simple. Out of the approximately 3,300 inquiries the office receives each year, about 700 cases need to be worked on. "The others are fixed with the right phone number," said Santa-Maria. "When it's just a matter of talking to the right person, we set that up. It alleviates the frustration."

"This is a safe place for people to come and vent," said Santa-Maria. "People come in mad and leave relieved."

Employees should feel free to contact the University Ombuds by phone (556-5956) or by stopping by. "We have confidential voice mail that can be accessed 24 hours a day, seven days a week," said Santa-Maria. Their office is located in Room 335, Tangeman University Center.