Revitalizing the role of the faculty ombuds

Professor Janis Miller is taking on a new role leading the Office of the Faculty Ombuds for the University of Michigan School of Nursing. While the position is not a new one for the school, its use has not been fully realized. Dean Patricia Hurn intends to boost usage of the office as one tool in UMSN’s kit to improve culture.

Faculty members can reach out to the ombuds with UMSN-related concerns. The ombuds will then provide guidance to resolve the issue which could include steps such as informal mediation, referral to a U-M resource, or the recommendation to start a formal grievance complaint.

“This role is designed to provide support to and protect our faculty,” said Miller. “It’s designed for the small voice to be heard. An institution needs to hear all voices to function properly. I also hope the office can be used actively enough so the small issues don’t become big issues.”

What’s in a name?

The name “ombudsman” comes from the Swedish language and means representative. At a fundamental level, an ombudsman is one who assists individuals and groups in the resolution of conflicts, particularly in an institutional setting. Variations of the name, including ombudsperson and ombuds, are growing in popularity. UMSN will follow U-M central offices for faculty and students in the use of ombuds to avoid gendered language.

The ombud is in

Miller sees five key facets of the ombuds role: independence, confidentiality (with the exceptions of safety/legal issues) neutrality, individuality and informality.

“I like participating in active conflict resolution,” says Miller. “You talk it out and you find solutions. That means looking at where the issue came from and how we can go forward.”

Miller’s role will enable her to have access to certain records and request information to examine materials that could be applicable to a complaint.

“In this trusted role, I can go to any part of the school, or to any person, and access information that I need to resolve a conflict or straighten out a concern,” she explained. “I don’t have to provide an explanation of why I need it, allowing me to protect confidentiality from every angle. And I understand the importance of integrity.  Being the ombuds is a privilege, and I’m honored to serve my faculty this way.”

While the role will not give Miller authority to make official changes, she will make recommendations to UMSN leadership, who have promised to listen avidly. Some recommendations may be to help one person but Miller will also be listening for patterns.

“If I get multiple complaints on the same topic, that’s going to be something that will become even more of a priority,” she said.

What the ombuds is not

The ombuds role is not one of a psychiatrist, judge or official mediator. In addition, Miller cannot start a formal grievance on behalf of the faculty member, but she can provide guidance on the proper path.

“Not every situation can be resolved,” she explained. “But, I’m optimistic that a person can leave our meeting with a better understanding of what can be done and how to make it happen. Sometimes that will take a little time. There is no algorithm here. It’s individualized and I hope that this role will help in making sure everyone knows their options.”

Contact:

To set up an appointment or to ask the ombuds a question, please email: UMSN-Ombudsman@med.umich.edu.