UMass Amherst Ombuds Team Frequently Asked Questions (FAQs)
The following information is designed to inform you about UMass Amherst’s Ombuds Team.
1. What is the UMass Amherst Ombuds Resource?
The UMass Amherst Ombuds Resource provides individuals and groups at UMass Amherst with an independent, confidential, impartial, and informal resource that helps effectively manage, address, and surface concerns at UMass Amherst. This resource is provided by an external third-party team of skilled and professional ombuds who will listen and help individuals and groups think through possible solutions to challenges at UMass Amherst. Information about the UMass Amherst’s Ombuds Team can be found here.
2. What are the hallmarks of the UMass Amherst Ombuds Team?
The UMass Amherst’s Ombuds Team is:
- Independent. The ombuds team is a separate entity staffed by a team based outside of UMass Amherst.
- Confidential. The ombuds team will keep identities of people who visit the ombuds private unless they are given permission to share or if they determine there is an imminent risk of serious physical harm.
- Impartial. The ombuds team advocates for fair process. The ombuds team does not advocate for a particular individual or group.
- Informal. There are no preconditions to talk with a member of the ombuds team. Each step in the process will be decided by the person using the ombuds team. The ombuds team does not participate in any formal processes like grievances, investigations, lawsuits, etc.
3. What does the UMass Amherst Ombuds Team do?
The ombuds team works with “visitors” (i.e., those who reach out to the ombuds team) by listening to their concerns, providing suggestions on addressing interpersonal challenges, and giving unbiased feedback and clarity on dealing with a sensitive topic. The ombuds team can help visitors resolve their own issues informally or help them understand and navigate formal reporting options.
4. What might you gain by contacting the UMass Amherst Ombuds Team?
You may gain insight into a complicated situation, get a clearer perspective on an issue or concern, enhance your ability to effectively deal with a problem, identify and clarify options, develop an effective communication plan to resolve interpersonal issues, and/or clarify how to report concerns should you want a resolution of an ongoing problem that is impacting your ability to perform your best at UMass Amherst.
5. Who can reach out to the UMass Amherst Ombuds Team? How and when can you expect to hear back?
All individuals and groups including all UMass Amherst students, faculty, staff, parents, alum, and community members with a concern related to the university environment are welcome to contact the ombuds team. Generally, the ombuds team will reply within one business day.
6. What does the UMass Amherst Ombuds Team not do?
The services provided by the ombuds team do not replace other roles or procedures at UMass Amherst. In addition, the ombuds team does not provide legal advice or psychological counseling and does not render judgments or make decisions on the issues brought to the office. Discussing an issue with the ombuds team does not constitute formal notice to UMass Amherst about the existence of a problem. The ombuds team will, however, help individuals and groups find a resolution or help them find the proper channels to provide notice (like human resources or senior management) about an issue if necessary.
The ombuds team does not advocate for a particular individual or group, make binding decisions or mandate policies, participate in claims investigations or other formal resolution processes, nor do they serve as a channel for reporting violations of policy of UMass Amherst’s Code of Conduct.
7. When do you reach out to the UMass Amherst Ombuds Team vs other resources at UMass Amherst?
The key distinction is that the ombuds team cannot act as a formal channel for reporting policy or legal violations. To make a formal complaint, you should reach out to other organizational resources at UMass Amherst. The ombuds offers an opportunity to discuss concerns with a resource confidentially and to resolve the issue off-the-record.
8. What are examples of concerns for which the UMass Amherst Ombuds Team might be able to offer support?
Individuals and groups at UMass Amherst may find it helpful to engage the ombuds team for information and confidential advice when they:
- experience an interpersonal challenge with a student, professor, or staff member and need assistance figuring out how to address it or prepare for what could be a difficult conversation.
- have a compliance, ethical, legal, or policy concern related to the university and want guidance on how to report it to UMass Amherst.
- feel uncomfortable about a situation they have experienced and would like advice on whether it is something they need to report.
- need feedback on, or help in role-playing, how to share a problem or suggestion for improvement with leadership.
- desire to discuss a concern informally and confidentially, allowing them to retain control of the process, consider different perspectives on issues, and have flexibility in crafting a resolution.
9. What happens when you contact the UMass Amherst Ombuds Team?
A member of the ombuds team will:
- provide you with enough time and space to share concerns in private.
- listen carefully to concerns.
- help develop a list of options for resolving a concern, including referring to the appropriate internal resources to resolve issues.
- provide answers to questions about where to get more information about a policy, procedure and/or appropriate university resources.
- work with you to prepare or practice voicing concerns when participating in difficult conversations or internal resolution processes.
10. What authority does the UMass Amherst Ombuds Team have?
The ombuds team may contact senior leadership at UMass Amherst about thematic and systemic challenges they learn that individuals or groups are facing to make recommendations for a change in policy or practice. The ombuds team does not have the authority to mandate that any visitor do anything they choose not to do.
11. What happens to information provided to the UMass Amherst Ombuds Team? What gets reported to UMass Amherst?
Since it is a confidential resource, the ombuds team does not keep identifying information about individual cases. Any recordkeeping or note-taking related to a specific case will only be used to help informally manage or resolve individual or group concerns and will be anonymized after the case is closed and follow-up is complete.
The ombuds team keeps aggregate statistics and periodically provides updates to senior leadership. The ombuds team will review data with an eye towards highlighting emerging issues, identifying trends, highlighting vulnerable groups, and suggesting areas of improvement.
12. Should you contact the UMass Amherst Ombuds Team to give notice of a formal complaint to UMass Amherst?
No. Discussions with the UMass Amherst Ombuds Team are off-the-record and do not constitute formal notice to UMass Amherst. The ombuds team cannot accept notice on behalf of UMass Amherst or initiate a formal process like an investigation or grievance. If you have a complaint and want to pursue a formal remedy, the ombuds team can refer you to the appropriate person at UMass Amherst. You can still contact the ombuds team to discuss the problem that you would like addressed with the goal of resolving the matter informally. Any formal complaints should be reported to the proper organizational resource.
13. How does the UMass Amherst Ombuds Team remain impartial?
The UMass Amherst Ombuds Team’s effectiveness and credibility is based on a commitment to being fair and supportive of each person who contacts the ombuds team. The ombuds team is not part of any one department at UMass Amherst. It is an independent subcontractor to UMass Amherst which allows the ombuds team to be impartial. The ombuds team’s job is to support individuals and groups to make informed decisions for themselves.
14. Will the UMass Amherst Ombuds Team participate in formal meetings?
No. The UMass Amherst Ombuds Team cannot serve as a witness and does not participate in any formal grievance process. The ombuds team will not testify in formal judicial or administrative hearings. However, the ombuds team is available to facilitate informal discussions with the consent of the other participants. If the ombuds team is asked to serve on a committee, it will be done in an advisory or ex-officio capacity only.
15. How is the UMass Amherst Ombuds Team unique and different than other resources at UMass Amherst?
The goal of the UMass Amherst Ombuds Team is to proactively seek to educate and inform UMass Amherst’s individuals and groups about conflict management options to address and resolve concerns. In addition, the ombuds team offers a confidential, independent, and informal resource for UMass Amherst’s individuals and groups, unlike other departments at UMass Amherst. This means that individuals and groups can speak with the ombuds team with the assurance that the ombuds team will not report what was told to them unless someone would be harmed if nothing was reported. Also, the ombuds team is a change agent who identifies patterns and causes of conflict at UMass Amherst and brings those issues to the attention of senior management for implementation.
16. Are there any instances in which the UMass Amherst Ombuds Team will not be able to maintain confidentiality?
Yes. If the ombuds team determines that an imminent threat of serious harm exists and/or there is suspicion of abuse of any kind, the ombuds team is obligated to disclose this information. This determination will be made at the sole discretion of the ombuds team. In situations in which the ombuds team believes that talking with other individuals may help, and there is not a risk of harm to self or others, the visitor will be asked for permission before any disclosures are made. If a visitor has particular concerns about confidentiality, they can raise the issue with the ombuds team. This confidentiality cannot be “waived” by users of the ombuds service because the privilege of confidentiality belongs to the ombuds team and not to the users of the service. Since confidentiality is so important to the ombuds team, all communications with the ombuds team are made with the understanding that they are confidential, off-the-record, and that the ombuds team will not be called to testify as a witness in any formal or legal proceeding to reveal confidential and/or privileged communications.
17. Will the UMass Amherst Ombuds Team talk to your attorney or testify for you or for UMass Amherst if you choose to file a grievance or lawsuit?
No. Once a matter is in a formal process, including legal action, the ombuds team does not have any further involvement unless the parties want to try mediation or other confidential services of the ombuds team in an attempt to resolve the issue informally. The ombuds team will maintain the confidentiality of all dealings and communications and will assert any and all legal protections to maintain that confidentiality. The ombuds team reserves the right to uphold confidentiality even when the person using the services of the ombuds team requests disclosure.
18. If you reach out to the UMass Amherst Ombuds Team can you remain anonymous?
Yes, visitors can remain anonymous. They can call the ombuds team to discuss the issue without giving a name.
19. Will a member of the UMass Amherst Ombuds team tell you what to do?
No. They will not and cannot provide legal advice or make decisions on behalf of the visitor or UMass Amherst, but they will rather help visitors figure out what resources are available and appropriate for them. Additionally, they will not do anything without a visitor’s permission.
20. Can you choose which member of the UMass Amherst Ombuds Team to interact with?
Yes. It was important for us to ensure the ombuds team could serve the diverse needs of UMass Amherst individuals and groups based on professional and personal background and experience. At this time, we have three ombuds team members dedicated to serving UMass Amherst. Information about each ombuds can be found here. You have the option to select a team member to partner with based on your individual preferences.
21. Will going to the UMass Amherst Ombuds Team automatically trigger an investigation?
No. Since the ombuds team is independent of UMass Amherst and informal, going to the ombuds team will not register a formal complaint with UMass Amherst. The ombuds team’s approach is to help visitors develop their own action plan.
22. Who are the members of the UMass Amherst Ombuds Team? How are they trained/vetted?
Each member of the ombuds team has been trained by International Ombuds Association (IOA) and practice in accordance with the IOA’s Standards of Practice and Code of Ethics. They were selected for their cultural competency and awareness and have years of experience supporting people through similar programs at other organizations.
23. How do you know that your visit will cause something to change?
The ombuds team operates on two levels – as a sounding board for individuals and groups and as a data-gathering/anonymizing/aggregating platform to identify systemic issues. At the individual level, the ombuds team creates options (including the possibility of not taking action) for the visitor to be able to address the situation, not to tell them prescriptively what to do. The ombuds team is not a reporting mechanism, so if direct change is desired, individuals and groups should use the appropriate channel(s).
At the institutional level, UMass Amherst will receive a periodic report that highlights trends or themes or particular hotspots along with actionable recommendations on how to address the concerns effectively. However, the ombuds team cannot mandate that UMass Amherst take action.
24. You want to reach out to the UMass Amherst Ombuds Team, but you are nervous. Is there any way for UMass Amherst to identify you as a visitor?
No. The effectiveness of the ombuds team is dependent on members of the ombuds team not revealing who reached out to them. Maintaining the confidentiality and anonymity of those who go to the ombuds team is a defining principle of the resource. The ombuds team has access to some contact information and general data of UMass Amherst’s students, faculty, and staff, which is used to verify eligibility to use the ombuds team service and help identify patterns and trends that inform recommendations to senior leadership. All personal identifying information is redacted once the case is closed, the remaining data is aggregated, and no information that could identify visitors is used in reports. Individuals and groups are welcome to reach out to a member of the ombuds team with additional questions about confidentiality
25. What if your question is not listed here?
Please contact any of the UMass Amherst’s Ombuds, at www.mwi.org/umass-a-ombuds to get your questions answered.
