The Office of the Ombudsman uses a multifaceted approach to help students arrive at fair and equitable solutions.
Includes
Listen and Clarify
Listen carefully to students' concerns and ask clarifying questions.
Help students define the problem and identify and evaluate possible options for a solution.
Gather relevant facts and objectively review situations presented by students.
Understand the goals and outcomes students may be seeking.
Advise and Inform
Provide advice on accessing the appropriate decision-makers.
Refer students to relevant York College or community resources.
Educate students on York College policies, procedures, and practices applicable to their situation.
Suggest approaches for managing conflict including informal and formal methods of dispute resolution.
Offer students assistance in creating a plan of action.
Guide students in the preparation of an articulate and informative case.
Advocate and Intervene
Make inquiries, collaborate, and initiate problem-solving discussions with others.
Examine all the relevant evidence and initiate a discussion with other responsible individuals with the student's permission. (For example, the Registrar, an Instructor, or Chair).
Facilitate effective communication and act intermediary when necessary.
Mediate and Explore
Provides students with immediate assistance with discussing informal complaints or problems.
Act as a facilitator or mediator for conflicts between students and other parties in the York community.
Not Included
What can the ombudsman not do?
Take Sides
Breach Confidentiality
Provide legal or psychological counseling
Make policy and managerial decisions
Make discipline decisions
Act as a substitute for formal grievance, investigative or appeals processes
Participate in academic appeals processes
Intervene in any conflicts with individuals or groups outside the University
Intervene in any matter covered by a collective agreement
Accept notice on behalf of the University
General learning environment questions and concerns
**Sources: Many thanks to Camosun College and Lakehead University Office of the Ombudsman.
