Student and Faculty Ombudsperson Charter

The student and faculty ombudsperson (“student and faculty ombuds”) provides informal, impartial, confidential and independent assistance to faculty and students in managing or resolving issues affecting their work or academics. The staff ombudsperson provides these services to staff. 

The student and faculty ombuds role was established to assist in supporting a climate of mutual respect, inclusion, accountability, honesty and integrity as reflected in the Carnegie Mellon University Statement of Values.

Mission

The student and faculty ombuds’ function was created to support a culture that is ethical and civil, and in which mutual understanding can be reached and differences resolved through respectful dialogue and fair processes. The student and faculty ombuds provides a confidential, neutral and impartial forum for people to voice concerns, develop options, problem-solve and help promote accountability and fair treatment. As necessary, the student and faculty ombuds may direct individuals to the appropriate formal and/or informal process to resolve concerns.

Responsibilities

The student and faculty ombuds performs a variety of functions in carrying out their duties and responsibilities, including: 

• Providing a confidential and respectful place for individuals to discuss problems, including helping them to clarify their concerns, identifying their goals, and developing and considering a range of options.
• Coaching individuals regarding written and verbal communications, and in general, on how to help themselves. 
• Explaining relevant university policies, procedures and practices. 
• Providing referrals to other offices/services. 
• Looking into problems by gathering data and the perspective of others. 
• Assisting in resolving interpersonal conflicts. 
• Engaging in shuttle diplomacy (i.e., communicating as an intermediary between two parties who are reluctant to speak directly). 
• Facilitating one-on-one and group conversations and other measures consistent with the mission of the student and faculty ombuds.
• Providing information to the provost and chief academic officer, and other university leaders, as the student and faculty ombudsperson deems appropriate, on trends and patterns of complaints without breaching confidentiality to prevent problems from escalating, recurring and to identify systemic issues and trends.  

Confidentiality

Confidentiality is essential to the student and faculty ombuds function and helps create a safe place for visitors to voice concerns, evaluate issues, identify options and resolve conflict informally. The student and faculty ombuds does not disclose the identity of visitors or the content of conversations to the office unless:

• In the course of the confidential communications, permission has been given to do so;
• The student and faculty ombuds determines that there is an imminent risk of serious harm to the visitor or someone else; or
• The visitor discloses an incident that the student and faculty ombuds is required by law or university policy to refer to the appropriate university official for review, and/or crime reporting purposes. (See: Policy on the Protection of Children, and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act).

With respect to allegations of Prohibited Conduct, as defined in the university’s Discriminatory and Sexual Misconduct Policy (Interim), the student and faculty ombuds is a designated Confidential Employee who is able to confidentially receive and discuss information such allegations and is not required to report such conduct to the Office for Institutional Equity and Title IX as otherwise provided in the Policy. In order for confidentiality to apply, the student and faculty ombuds must be functioning within the scope of their job duties to which confidentiality applies. Confidentiality does not apply if the student and faculty ombuds receives information outside the scope of such job duties. As a Confidential Employee, the student and faculty ombuds may be required to report non-identifying information to the University Police Department for crime reporting purposes. (See: Annual Security Report - The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act ).

Individuals who visit and/or consult with the student and faculty ombuds must fully comply with any and all mandatory reporting obligations applicable to such individuals under law and University policy, regardless of whether the Student and Faculty Ombuds is obligated or not obligated to file a report.

The student and faculty ombuds does not provide legal advice to anyone. The student and faculty ombuds is not a substitute for any lawyer, representative or counselor. In addition, all records maintained by the student and faculty ombuds may be disclosed as required by law, court order or subpoena.

Independence

The student and faculty ombuds:

• Reports to the provost and chief academic officer; 
• Neither compels other offices to take specific actions nor receives compulsory orders about how to approach a particular issue;
• Does not have decision-making authority on behalf of the university; and
• Has access to university officials and records as needed to carry out the functions of the role except as otherwise restricted by law or university policy or procedures.

Impartiality/Neutrality

The student and faculty ombuds:

• Is an advocate for fairness.
• Performs their role with objectivity. They do not take sides on behalf of any individual, cause or dispute.
• Does not provide legal advice, representation, advocacy, career advice, or medical or mental health counseling. 
• Is required to disclose any potential conflict of interest to all parties in a conflict-resolution process and recuse themselves when a conflict has the potential to compromise the integrity or neutrality of the service.

Informality

The student and faculty ombuds utilizes an informal approach to listening, addressing, and exploring concerns and complaints that fall outside the scope of laws and existing policies and procedures, providing a resource for people with unusual concerns or those who choose to resolve complaints, issues, or concerns informally. In this respect, the student and faculty ombuds:

• Provides informal assistance only. 
• Can provide information about available formal channels so that individuals may make informed choices about which process is best for them to pursue.
• Complements but does not duplicate existing grievance procedures and compliance channels.
• Is not authorized to establish, change or set aside any university rule or policy, or to override the decisions of any university administrator.
• Does not conduct formal investigations or participate in formal actions, such as adjudicating cases; acting as an advocate or witness in any case inside or outside the university; assessing wrongdoing or innocence; or determining sanctions.

No Retaliation

All faculty and students have the right to freely use the services of the student and faculty ombuds. Retaliation for exercising this right shall not be tolerated. See the university’s Policy Against Retaliation for more information.