Frequently Asked Questions
- How do you pronounce Ombudsman and where does the name come from?
- What does a College Ombudsman do?
- Who can use the Ombuds office?
- What doesn't the Ombudsman do?
- Do I have to pay to use the Ombuds services?
- What happens when I go to the Ombuds Office?
- What about confidentiality?
- What are some common problems people present to the Ombudsman?
- What if I change my mind and decide to proceed with a formal complaint?
- Then why go to the Ombudsman for help in the first place?
- There are several resources on campus for help in resolving issues. Where should I go first?
- To whom do you report?
- So does the Ombudsman work for the students or for the "Administration"?
- So how did you get the job?
Q. How do you pronounce Ombudsman and where does
the name come from?
A. A Scandinavian word from the 19th century that originally referred
to a public official - an Ombudsman - who investigated complaints by
citizens against the government or its functionaries. Many governments
around the world have since created, through legislation, an Ombudsman
Office. The Ombudsman role has also been adopted by organizations as
diverse as Universities, Colleges, hospitals, utility companies and Fortune
500 corporations. The Swedish word "Ombudsman" is gender-neutral
as the "man" translates to the "people" that are
assisted by the Ombudsman. You will also hear the term “Ombuds” used
when referring to either the office or the person.
Q. What does a College Ombudsman do?
A. Camosun’s Ombuds Office provides a safe, comfortable, confidential environment for students to discuss conflicts, complaints or disputes. The Ombudsman will help you develop strategies and options for resolving your issues, as well as provide information to you regarding policies and procedures. The purpose of an Ombuds office is to ensure that each problem receives an impartial review.
Some of the roles of an Ombudsman are:
- Listen and discuss questions, concerns, and complaints
- Help evaluate various options to address concerns
- Answer questions or help find others who can
- Explain policies and procedures
- Facilitate communication between people
- Advise individuals about steps to resolve problems informally
- Advise individuals about formal and administrative options
- Mediate disputes to seek "win-win" resolution of problems
- Make appropriate referrals when informal options don't work
- Point out patterns of problems/complaints to administrators
Q. Who can use the Ombuds office?
A. All students, former students and people seeking to become students are able to make use of Camosun’s Ombuds office.
Q. What doesn't the Ombudsman do?
A. The Ombuds office cannot get involved in procedures that are covered by a collective agreement with a certified bargaining unit or in any disputes that do not involve students. The Ombudsman cannot act as your advocate (the role of the Ombudsman is to hear all sides of a dispute in a neutral and objective manner). The Ombudsman does not handle formal grievances or legal issues nor give legal advice. The Ombudsman does not have the authority to make or over-turn decisions for administrators. The Ombudsman does not determine "guilt" or "innocence" nor does the Ombudsman assign sanctions.
Q. Do I have to pay to use the Ombuds services?
A. No, the services are free of charge.
Q. What happens when I go to the Ombuds Office?
A. The Ombudsman listens carefully to what you have to say and tries to understand what your goals are. He’ll find the regulations that are relevant to your situation and help you decide what your options are. Remember, you are in control of the process – you decide what to do about your situation and you can decide to withdraw your case at any time.
Q. What about confidentiality?
A. Confidentiality is important so that people can freely speak their mind to clarify their problems without fear of retribution or loss standing with friends or peers. That means the Ombudsman will not disclose who used - or did not use - the office. The Ombudsman makes - and keeps - the promise of confidentiality in the hopes that individuals will feel safe using Ombuds services. For this reason, confidentiality is assured to the extent of the law. No disclosure is made without the knowledge and consent of the person coming to the Ombudsman.
Q. What are some common problems people present to the Ombudsman?
A. Typically, problems that relate to life as a student at the College, including:
- being unsure about which College policy or procedure applies to your situation
- needing assistance or information in appealing a grade, academic decision, request to withdraw etc.
- believing that a College policy or procedure has been applied in error or unfairly
- having a problem which requires someone to help negotiate a solution or facilitate communication between you and another member of the College
- issues of a non-academic nature such as housing, immigration and day-care problems
Q. What if I change my mind and decide to proceed with a formal complaint?
A. You never give up your right to formal procedures. At anytime you
may use existing avenues of appeal (even after successful work
with the Ombudsman). Working with the Ombudsman is completely voluntary.
You can
choose another alternative to resolving your problem at anytime.
Q. Then why go to the Ombudsman for help in the first place?
A. The Ombuds office offers an informal avenue to clarify and resolve your problem and often to receive information which will allow you to solve the problem on your own. Students often come to the Ombuds office as a way to resolving their problem without escalating it beyond their intentions. By using the Ombuds office you can gain insight into a complicated situation and develop a clearer perspective on your issue or concern. You will increase your ability to deal effectively with a problem and identify as well as clarify options available to you.
Q. There are several resources on campus for help in resolving issues. Where should I go first?
A. You're right, there are many resources to turn to for help. Counselling, College Safety, International Education, Disability Support Services, the First Nations Coordinator and the Camosun College Students Society, amongst others, provide valuable assistance. Camosun College wants people to have several avenues in which to pursue problem resolution. Some people choose to come to the Ombuds office as a first stop, perhaps seeking information about who best can provide help, some come as a last resort. Some people use the Ombuds office as a place to "pull their thoughts together" before tackling their problem. Some come because they are "stuck" and perceive that there is no way out of their situation. Others hope that the Ombudsman will be able to untangle the situation in which they are enmeshed.
A. The Office of the Ombudsman is jointly funded by the Camosun College Students Society and the College. I report to a the Ombudsman Committee that has full charge of all matters relating to the operation of the Ombuds Office. This committee is made up of representatives from the Camosun College Students Society, faculty, support staff and administrators. The Ombuds Committee is not involved in handling cases, although it can receive complaints or comments about the services of the Ombudsman.
Q. So does the Ombudsman work for the students or for the "Administration"?
A. The funding situation helps ensure that the Ombudsman is a designated neutral who is an advocate for fairness. No sides are taken and no opinions are rendered as to who is "right or wrong." The Ombudsman works to deliver the most informed options as possible to get the problem or grievance resolved. The success of the office relies on the cooperation and goodwill of students, faculty and staff and the willingness of all parties involved to create a "win-win" solution to problems.
Q. So how did you get the job?
A. I was hired by the Ombuds committee in September 2000 after a rigorous selection competition with over 60 other applicants. Before then I had worked as a Counsellor and group facilitator since graduating from a post-grad counselling program in 1994. Having recently been a student myself I understand the challenges and joys of being a student. I have a very strong interest in conflict resolution, natural justice and restorative justice. My interest in conflict resolution dates back to when I served a six month tour of duty as a UN Peacekeeper in the Middle East. I am presently a trainer for the RCMP in the restorative justice concept of Community Justice Forums (Family Group Conferencing) and have been active as a forum facilitator. I am active as a community volunteer and have been a member of a number of groups including Kiwanis International as an Assistant Administrator for Western Canada involved in setting-up Kiwanis Educating Youth (KEY) programs in high schools, colleges and universities.