Ombuds Office
Testimonials
All conversations with the Ombuds Office staff are confidential, unless authorized by the complainant or otherwise required by applicable law, including without limitation, Chapter 119, Florida Statutes. Permission to use these testimonials was given with the condition that the person would remain anonymous.
"I just wanted to say thanks for being able to meet with me yesterday. I really appreciate your time and the information you provided to me was very useful. During a difficult time like this in my life, I am really grateful to have people take the time to listen to me. I am content that services like yours are available to students like me in time of need. Thanks again."
"This is a note to thank you for your expertise and perseverance in dealing with the office we discussed. I could not have solved my problem without you! Unfortunately, that extra mile you went was filled with traffic lights, but your professionalism made it look easy."
"We just thought we’d drop this note off to express some of the gratitude our class owes you. All of the thought, effort, and counsel you gave helped a lot of students to sleep at night; and for that, we are eternally grateful. The issue of our professor seems to be working itself out, partly in thanks to you!"
"In an institution as large as UCF, it’s so easy sometimes to fall through the cracks. It is comforting and reassuring that a student with a crisis could have their situation reviewed and be given options on how to solve it."
Hispanic Students
"Muchas gracias por su ayuda incondicional. Fué mi agrado haber hablado con usted y contarle mi problema. Todo se ha resuelto poco a poco. Su ayuda me dió fuerzas cuando ya no tenía y me puso en mis pies para continuar."
"Bueno la razón de esta carta es para contarle que mi petición para darme de baja de esas dos clases fué aceptada y también para darle las gracias por ayudarme. Usted fué muy servicial y amable conmigo. Sepa que como usted hay pocas gentes en este mundo y usted es una de ellas que hace ese mundo un mejor lugar para vivir. Usted me a dado una gran lección…se nota que le encanta su trabajo y más que todo ayudar a la gente."
Graduate Students
"Thanks for taking the time to listen to my concerns and linking me to the support available within the University."
"I want to take this opportunity to thank you, belatedly, for all your help. Your impartial ear & empathetic shoulder were a welcome relief. I really appreciate your taking time to listen & offer several possible avenues and solutions. The fact that you stayed so late with me confirmed my suspicions that you are truly a selfless and caring individual."
International Students
"What can I say? You have simply been the most help for me in this tough situation. I know that you are a busy woman and, when you were working with me, it seemed as if I was the only student you were helping. You really made me feel special and positive throughout the ordeal. Thank you for taking me on our “exercise” around the building to see all the people I needed to. I would not have known who to talk to or who to see if it weren’t for you."
"I'm so glad that my problem has been resolved!! I know that is the result of your help. Thank you so much!"
“I just want to personally thank you for assisting my daughter. Not only your professionalism, but your level of compassion and understanding is very much appreciated. Many times, young people are left with negative opinions, but I want to assure you that my daughter has come out of this with a very positive and good attitude because of your help. Your kindness can only strengthen her and help her with her resolve to graduate from UCF and get on with her life. Even if this had gone the other way, I would have still written this letter. You are an asset to UCF.”
“I want to take this opportunity to thank you so very much for your constant interest, cooperation, assistance and resolution to our problems. I appreciate your very prompt follow-up with each matter that I presented to you and for that I thank you very, very much. I feel comfortable knowing that my daughter can contact you and have help resolving some problems, since college life is new and very exciting to her.”
“Thank you so much for your time and effort in answering these questions and guiding us through this process. We are grateful for your ability to empathize and resolve problems. You have not only quieted our minds regarding these issues, but have been a great witness of kindness and a qualified professional.”
"Thank you for helping the student I sent you with her situation. She was a very happy camper. I’ve been searching for someone like you who cares if students graduate. I’m glad to have found you."
"Your kindness and effort saved the day, and the result is that thirteen students had an exceptional learning experience."
"It is so reassuring to have someone like you here. I just needed to talk to someone freely, knowing that it would not be repeated. By the time I left your office I had a clear picture of what my options were and what I needed to do. Thank you, again, for listening and for caring."
“Thank you for listening to the conflicts I encountered recently and thank you for expressing genuine concern in the issues I brought up to you. You directed me to the people I needed to talk to promptly and I was able to resolve everything.”
Independence
The Ombuds Office is independent in structure, function and appearance to the highest degree possible within the organization. Read about independence.
Independence
The Ombuds Office is independent in structure, function and appearance to the highest degree possible within the organization. The Ombuds Officer is not part of line management, does not make management decisions, cannot make anyone take a particular course of action, nor does it take on roles that might compromise independence. The Ombuds Officer has access to all information and all individuals in the university community, as permitted by law.
The Ombuds Office is part of the President's Division and reports directly to the Chief of Staff and Vice President, Dr. John Schell, for budgetary and administrative purposes and functions outside the primary university structure. For example, if you come to the Ombuds Office expecting to get a management decision on a specific issue, that will not happen. The Ombuds Officer cannot compel anyone to take a particular course of action, nor is she under any pressure to act in a certain way because she is part of the President's Division. To further keep from compromising the independence of the office, she does not take on other roles that might compromise, or appear to compromise it.Confidentiality
Identities and concerns discussed with the Ombuds Office will not be shared with anyone else without permission, except to the extent required by law, including without limitation, Chapter 119, Florida Statutes. Read about confidentiality.
Confidentiality
Probably the most important thing about the Ombuds Office is the fact that it is a SAFE place for you to visit. We do not keep records, although I may jot down a few cryptic notes while we're discussing your concern to help me put my thoughts in order and start organizing them in such a way that I can be helpful to you. These personal notes are kept while we're dealing with the situation and only for a short time thereafter. Once your concern is addressed, they are shredded periodically. Should others need to be involved, or should I need to gather more information regarding the situation, I can assure you that I will always discuss in detail with you what I plan to do and will not proceed without your permission.
Sometimes an upset individual will call our office and say that they have a complaint and want to make a record of it. Because of the confidential nature of the Ombuds Office and the fact that we do not keep records, the Ombuds Officer cannot serve as an "Office of Record," or an "Office of Notice." We will, however, direct you to an appropriate office for that purpose.
The only way your confidentiality would be broken is if there is imminent threat of serious harm. For example, if the Ombuds Officer feels that your life or the life of others is at risk.
Please remember that e-mail is not appropriate for confidential communication.Informality
The Ombuds Office is an informal resource that considers the interests and concerns of all members of the UCF community. Read about informality.
Informality
The Ombuds Office is an informal resource that considers the interests and concerns of all members of the UCF community. It is not a place where you give notice of wrong-doing, although it can direct you to the appropriate office. It encourages people to resolve problems at the lowest effective level before they escalate. If they become formal, its involvement stops. The Ombuds Office will not participate in any formal grievance or appeal process.
An Ombuds Officer encourages people to resolve problems at the lowest possible level, rather than let them escalate. For example, if you have a concern about how the information you may have been given by a staff member in a particular department affects your situation, I would not recommend that you contact the vice president of the division where that particular department resides. Instead, I would encourage you to start at the level where your concern can be properly addressed and fixed, if need be.
Sometimes a visitor will discuss a problem or a situation with me hoping that it can be resolved informally. After discussing options, the case may be that the only way it can be resolved is through a formal process. I will explain what formal avenues are available to you, but once you decide to go that route, my involvement stops. The Ombuds Officer will not participate in a formal process, even if the visitor gives permission to do so.Impartiality
The Ombuds Officer does not take sides, but considers the rights and interests of all parties involved in searching for a fair resolution to the problem. Read about impartiality.
Impartiality
The Ombuds Officer is a designated neutral. She neither advocates for the person that calls or visits the office, nor does she advocate for the institution. She has no stake in the outcome.
As an Ombuds Officer, my main goal is to look at both sides of an issue, consider the rights and interests of both parties and advocate for fairness. Often I ask my visitors to focus on the issues rather than the personalities. Many times, we are so upset about what is happening to us, that we stand in our own light. We look at the problem only through one lens.
When you come to the Ombuds Office, I will do my best to help you imagine other outcomes. I will try to help you break down the problem into a manageable size, discuss options, and talk about the pros and cons of each. I will try to open avenues of communications and facilitate conversations. I will do my best to help you gain perspective on your particular situation, so you can make the best possible choice on how to proceed. Should you want to proceed formally, I will not be able to participate in that process. I cannot arbitrate, adjudicate, or be part of a grievance process.
Core Principles
The Ombuds Can:
- Listen to your complaint
- Clarify university policy
- Answer questions concerning appropriate channels
- Assist with problems that have not been resolved by other offices
- Informally look into your complaint
- Make referrals to individuals who can address your concern
- Help define options that are available to you
- Recommend changes to university policy, rules, or procedures that are outdated, unclear, or ineffective
- Open avenues of communication; facilitate conversations
- Offer a SAFE place to discuss your concerns
