Frequently Asked Questions (FAQs)

• What is an "Ombuds?"
   

  The practice of ombudsing started with 19th century Scandinavian public officials who were appointed to investigate citizen complaints against governmental agencies. Today, organizational ombuds are often referred to as "designated neutrals." As such, they do not advocate for any individual or cause, but for fairness and equity.  The University Ombuds is a gender-neutral term.

  Ombuds provide confidential, informal assistance to individuals and groups, and help identify problems and facilitate the fair resolution of problems that arise in their organizations. They serve as an information and communication resource, upward feedback channel, dispute resolution practitioner, and change agent.

  Ombuds encourage the airing and resolution of both individual and systematic problems. They help ensure fairness in process so that any kind of problem can receive a fair and impartial review.

• What exactly does the Ombuds do?
   

  The Ombuds is a source of confidential advice, information about University policies and procedures, and, where appropriate, mediation and conflict management.

  The Ombuds empowers individuals and groups to resolve problems and conflicts and develop positive strategies for change.

  The Ombuds is authorized by the President of the University to informally investigate and to make recommendations, but has no authority to make or reverse a decision or policy.

• Who can use the services of this office?
   

  Any member of the campus community including students, faculty, administrators, or staff can contact the Office free of charge. This includes all East Campus (Stony Brook Medicine, Health Sciences Center) individuals, Southampton and Manhattan campuses and off-site offices. Stony Brook Medicine Patients will be referred to Patient Advocacy.

• How does the Ombuds Office differ from other University offices that help people?
   

  The Ombuds Office does not replace other offices or functions at the University, but rather works collaboratively with other individuals and offices of the University as a particular problem or situation requires.

  The Ombuds Office provides conflict resolution approaches to workplace issues and related policies and practices. For assistance with personal issues such as stress, health concerns, substance abuse, or family concerns that may be affecting job or academic performance, employees can contact the EAP Office and students may contact the Counseling Center.

• How can the Ombuds Office help me?
   

  The Ombuds has knowledge and experience about ways to work successfully within and through Stony Brook’s complex structure.  The Ombuds knows how to use this knowledge and experience to help individuals solve problems.

  Specifically the Ombuds can: 
  • Explain University policies and procedure and help you use them. 
  • Advise you of options and help you pursue them. 
  • Refer you to the right person and arrange a meeting.
  • Follow up to make sure your concern is resolved. 
  • Recommend changes to the University to correct problem areas.

• How confidential is this office?
   

  Ombuds professionals are obligated to keep contacts and conversations confidential unless given permission otherwise. In almost all cases, it is the decision of the visitor whether the Ombuds will do anything other than listen. The essential value of assistance is based on the visitor’s trust that s/he will be able to speak without fear of disclosure or reprisal.  The only exceptions to confidentiality occurs when the Ombuds believes that disclosure is necessary to address an imminent risk of serious harm and where required by Title IX and other state and federal laws .

• Can I come to the Ombuds Office to file an official complaint, or if I want something "on the record?"
   

  No, this is not an "office of record" at the University. The  Ombuds is a "designated neutral" who functions independently of regular University administration and management. If you wish to pursue formal channels, the Ombuds will be happy to refer you to the appropriate University office(s).

• Are there different types of Ombuds? YES

  Stony Brook Ombuds is an Organizational Ombuds

  An Organizational Ombuds is an individual who serves as a designated neutral within a specific organization and provides conflict resolution and problem-solving services to members of the organization (internal ombuds) and/or for clients or customers of the organization (external ombuds). There are Organizational Ombuds in all sectors (corporate, academic, governmental, non-governmental, and non-profit). Some may serve both internal and external constituencies.

  An Organizational Ombuds provides confidential, informal, independent and impartial assistance to individuals through dispute resolution and problem-solving methods such as conflict coaching, mediation, facilitation, and shuttle diplomacy. The Organizational Ombuds responds to concerns and disputes brought forward by visitors to the office and may report trends, systemic problems, and organizational issues to high-level leaders and executives in a confidential manner. He or she does not advocate for individuals, groups or entities, but rather for the principles of fairness and equity. The Organizational Ombuds does not play a role in formal processes, investigate problems brought to the office’s attention, or represent any side in a dispute.

  Other types of Ombuds:  (Note - source of information is from UCONN Ombuds.)

  Classical Ombuds

  These Ombuds receive and investigate complaints and concerns regarding governmental policies and processes.  The authority and mandate of Classical Ombuds are typically provided by statutory language. These Ombuds may be elected by constituents or appointed by a legislature or organization to monitor citizens’ treatment under the law.  Classical Ombuds generally have authority to conduct investigations and make recommendations for appropriate redress or policy change.

  Advocate Ombuds

  An Advocate Ombuds may be located in either the public or private sector. He or she evaluates claims objectively but is authorized or required to advocate on behalf of individuals or groups found to be aggrieved. Advocate Ombuds are often found in organizations such as long-term care facilities or agencies, and organizations that work with juvenile offenders.

  Hybrid Ombuds

  Hybrid Ombuds are usually established by policy or terms of reference by both private and public sector organizations. They primarily use informal methods to resolve complaints but also have the power to investigate and the authority to publish annual and special reports.

  Executive Ombuds

  An Executive Ombuds may be located in either the public or private sector and receives complaints concerning actions and failures to act of the organization, its officials, employees and contractors. An Executive Ombuds may either work to hold the organization or one of its programs accountable or work with the organization’s officials to improve the performance of a program.

  Legislative Ombuds

  A Legislative Ombuds is a part of the legislative branch of a government entity and addresses issues raised by the general public or internally, usually concerning the actions or policies of government entities, individuals or contractors with respect to holding agencies accountable to the public.

  Media Ombuds

  The Media, or News, Ombuds is familiar to many people. The News Ombuds primary objective is to promote transparency within his or her news organization. This Ombuds can receive and investigate complaints about news reporting on behalf of members of the public and then recommend the most suitable course of action to resolve issues raised in the complaints. The News Ombuds is an independent officer acting in the best interests of news consumers. He or she explains the roles and obligations of journalism to the public and acts as a mediator between the expectations of the public and the responsibilities of journalists. (For more information, see http://newsombudsmen.org/.)