The Evolving Role of the “Ombuds” in American Higher Education

Abstract

In the United States, many universities have established an Ombuds office charged with informal dispute resolution and problem-solving for issues and concerns arising within the university community. This chapter discusses the evolving role of the university ombudsman from the 1960s to the present. The current status of the university ombudsman is described relative to reporting structures, selection processes, demographics, evaluation and reward structures, as well as ombuds’ self-perceptions of their functions vis-à-vis the four pillars of the profession (confidentiality, informality, independence, neutrality). Current trends and issues are identified that are creating internal and external pressures on the ombuds role, including social, technological, and legal changes, as well as issues arising due to the internal political environment of universities and the changing nature of American higher education. Where relevant, the International Ombudsman Association’s standards of practice are also discussed. The chapter concludes with some recommendations aimed at encouraging increased administrative support for and efficacy of offices of university ombudsmen.