The Ombuds Office is a resource available to all members of the University community to provide informal conflict resolution. The Ombuds Office provides a forum for prompt, impartial and confidential discussion for individuals to review options for informal resolutions of differences. The primary goal of the Ombudsperson is to ensure that employees and students receive fair and equitable treatment. The Ombuds Office provides confidential and independent services to the University community.
Features of the Ombuds Office:
- Confidential - the Ombudsperson will not identify anyone contacting the office, except where required by law or where consent is given.
- Informal - the Ombuds Office operates outside the formal review appeal, or grievance process. The Ombuds Office will not maintain records for the university.
- Neutral - the Ombudsperson is impartial and does not take sides when hearing a problem or concern. The Ombudsperson is not a decision-maker and will not adjudicate, testify, or participate in any formal process.
- Independent - the Ombuds Office is a separate and distinct department. Although the Ombudsperson does report to the Executive Vice Chancellor, such reports are solely statistical in nature.
The Ombuds Office serves the following:
- All members of the University of Colorado Denver
- Students in any of the school programs
- Staff members - full or part time
- Faculty members - full or part time
- Administrators, House Staff, and others interacting with individuals associated with the University community
When should I contact the Ombuds Office?
The Ombuds Office is an independent resource, which will provide informal, confidential and neutral services to members of the university community in resolving conflicts, complaints, and disputes. Some examples of the type of concerns which may be brought to the Ombuds Office include but are not limited to the following:
- interpersonal conflicts
- disagreement over grades
- working conditions
- disciplinary actions
- sexual harassment
- conflict resolution training
- discrimination issues
- clarification of policies or procedures, and
- concerns regarding reorganization
If you are having difficulties and are not sure whether the Ombuds Office can be of assistance, please contact us and we will be happy to discuss the matter with you. Even if the Ombuds Office is unable to assist you, we may have the resources to refer you to the appropriate contact person.
Note about confidentiality
The Ombuds Office will provide a safe, neutral, informal, personal and confidential resource for all members of the UC Denver community. All students, staff, and faculty who may be experiencing difficulties of any nature may contact the Ombuds Office. The Ombuds Office will not reveal confidences and identities of the individuals who consult with this office without the express permission to do so.
The Ombuds Office will not keep written records. All communications with the Ombuds Office are privileged, and others cannot waive this privilege. The only exceptions to this policy would be those circumstances where the Ombuds Office believes there is an imminent threat of serious harm. Please note that recordings of any kind are strictly forbidden.
Services the Ombudsperson can provide
An Ombuds CAN:
- Facilitate - The members of the Ombuds Office are available as a neutral third party to facilitate meetings.
- Listen - The members of the Ombuds Office are available to hear individual complaints and help sort out and identify options for resolving those concerns.
- Advise - The members of the Ombuds Office may identify and advise as to institutional policies, procedures, and resources and help individuals to find the appropriate procedures to remedy their concerns.
- Mediate - The members of the Ombuds Office are trained and experienced mediators who can facilitate discussion and enhance communication between individuals or groups. As mediators, the members of the Ombuds Office do not render a decision, but encourage and assist the participants in reaching their own solutions. The parties may be flexible in creating solutions to their conflicts.
- Recommend - The members of the Ombuds Office may recommend changes to University policies and/or procedures to further fairness and equitable treatment of all university personnel.
- Coach - The members of the Ombuds Office will provide coaching in communication skills and training in conflict resolution.
- Conduct Training - The members of the Ombuds Office can conduct workshops geared toward developing positive relationships, teaching conflict resolution skills, and improving communication techniques within the office setting.
An Ombuds CANNOT:
- participate in formal procedings or grievances
- change policies, laws, or administrative decisions
- investigate claims by visitors
- determine rights or make binding decisions
- provide testimony or participate as a witness
- provide legal advice
- compel anyone to implement recommendations or policies
- accept notice on behalf of the University
Mediation
Mediation can be described as a facilitated negotiation in which a neutral third party assists individuals in conflict to resolve their differences. Unlike more formal procedures, mediation is informal and relies on the willingness of the disputing parties to resolve a problem. Mediation is confidential and information obtained during a mediation will not be acknowledged to anyone outside the Ombuds Office. Those individuals interested in mediating are informed that the mediator cannot be subpoenaed and any records made during the mediation cannot be used during legal proceedings.
During a mediation each individual is given an opportunity to tell their side of the story, raise any concerns, and suggest possible resolutions. The mediator's role is to assist in the discussions, identify the main problems, and offer various types of solutions. If the parties are able to reach a resolution, the mediator will often times write out an agreement, have each party sign and date it, and make copies for the parties to keep for their records. Future mediation amongst the parties is available if problems continue and/or additional concerns arise.
What happens when you go to the Ombuds Office?
Communications with the Ombuds Office may begin with a phone call, e-mail, letter, or visit. Walk-ins are welcome and every attempt will be made to accommodate your time constraints. You may also schedule an appointment with the office to assure availability of the Ombudsperson.
Once contact is made with the office a determination will be made with regard to what assistance can be provided. The Ombudsperson will not act on any of the information unless given permission to do so. Unless specifically waived, your identity shall remain anonymous. If requested, the Ombudsperson may inquire about a specific policy or procedure, discuss the issue with other individuals directly involved with the problem, assist you in evaluating your options, and offer to mediate if necessary.
The Ombudsperson will continue assisting you for as long as is necessary to resolve the matter. At any time you may end the relationship with the Ombuds Office and no further action will be taken. There are no limitations on the number of times you may meet with the Ombudsperson nor are there any limitations on the number of issues you may raise with this office.
If the Ombudsperson is unable to provide the appropriate assistance, then she will direct you to other resources. If you are uncertain whether the Ombuds Office may be of assistance, please feel free to call and we will be happy to answer any of your questions.
How to contact us:
9th Avenue Campus
Phone: 303.315.0563
Fax number: 303.315.1014
E-mail addresses: Melissa.Connell@uchsc.edu and Lisa.Neale@uchsc.edu
Location: Room 0403 on the 9th Avenue campus in the School of Medicine, just under the Research Bridge near the ATM machine.
Anschutz Medical Campus
Phone: 303.724.2950
Fax number: 303.724.2952
E-mail addresses: Melissa.Connell@uchsc.edu and Lisa.Neale@uchsc.edu
Location: Room C7005, Building 500
Downtown Campus
Phone: 303.556.4493
Fax number: 303.556.8577
E-mail address: Mary.Chavezrudolph@cudenver.edu
Location: Room 107P, UC Denver Building
(Note: any confidential information should be conveyed directly to the Ombudsperson and not via e-mail.)
Maps: Listed are maps for each of our campuses:
9th Avenue Campus
Anschutz Medical Campus
Other Resources
Anschutz Medical Campus:
- Human Resources classes, employee relations
- Office of Diversity
- Educational Support Services
- Anschutz Medical Campus Staff Council
- Retired Faculty Association
- Academics & Research
- University of Colorado policies, sexual harassment
- Office of Faculty Affairs
Downtown Campus:
- Student Resources
- Office of the Provost
- Faculty Assembly
- Center for Faculty Development
- Faculty Handbook
- Staff Council
Other Links:
- Ombudsman Association
- Colorado Legal Services
- University of Denver Student Law Office
- Colorado Bar Association
- Governor's Office
- Mayor's Office
- Colorado House of Respresentatives and Senate
- Domestic Violence Hotline
Training, Workshops and Presentations:
- Using Our Conflict Styles Wisely - (1-2 hours)
There are five basic styles of handling conflict: avoiding, accommodating, competing, collaborating, and compromising. A conflict style assessment is a useful tool in determining the conflict style in which a person predominately operates. We administer the assessment as well as discuss each style and how each is appropriate, given the type of conflict. Skills and strategies for managing conflict will be discussed. - Utilizing Mediation Skills in the Workplace - (1-2 hours)
he structure of mediation provides in opening communication can be utilized in many settings. The basic principles of mediation and its stages will be presented, and participants will have the opportunity to practice basic mediation skills. - Teams: Utilizing Conflict Constructively - (1.5 -2 hours)
Research has shown that a certain amount of conflict is a positive component of group dynamics – but it must be managed. This workshop begins with an interactive exercise that demonstrates the benefits of teamwork. The participants will discuss what is beneficial, with respect to communication, for teamwork to be successful and how conflict needs to be managed. Skills and strategies for managing conflict will be discussed. - DiSC Personality Assessments - (3-5 hours)
People behave differently…..each of us has developed a preferred way of interacting with people and completing tasks. The DiSC Classic Profile is used to improve performance, deal more effectively with conflict and value differences. As a result of the profile, you will be able to identify your behavioral style; understand how others interpret your actions; understand what motivates you in your relationships and find ways to maximize this motivation. Skills and strategies for managing conflict and different personality styles will be discussed. - Applying Principled Negotiation to Workplace Conflicts - (2-3 hours)
This session will provide an opportunity for participants to learn and practice the four negotiation principles in the book Getting to Yes by Fisher and Ury. - Conflict Management for Supervisors - (2-3.5 hours)
This workshop is for lead workers and individuals who supervise season employees, students, temporaries, and staff. The primary focus is diagnosing conflict and utilizing strategies for managing conflict. Topics of discussion include managing difficult conversations, bullying in the workplace, and diagnosing conflict-related roles for supervisors. - The Ombudsperson is available to speak at any organizational, faculty, staff, or student meetings of any size. Please contact our office and let us know when your next meeting is and we'll be happy to make a presentation.
Effective Listening Skills:
- Stop talking
- Avoid distractions
- Concentrate on what the other person is saying
- Look for the underlying feelings in the message
- Provide feedback to the sender
- Maintain proper eye contact and body posture
- Communicate attentiveness by use of eyes - - don't glare
- Suspend judgment while you are listening
- Don't jump to conclusions
- Repeat your understanding of the feelings and content
- Don't let other person "push your buttons"
- Don't interrupt or finish sentences for others
Strategies for "Conflict-free" Communication:
- Don't judge
- Deal with present behavior
- Body language is important
- Use "I" messages
- Choose words carefully
- Avoid questions designed to attack
- Utilize the power of silence and delayed response
- Don't be afraid to say "You might be right"
- Avoid interpreting others' motives