The Office of the Ombudsman exists to provide an impartial advocate whose job it is to find equitable resolutions to student issues before they are escalated outside the four walls of the University. The primary purpose of the Office of the Ombudsman is to achieve a fair resolution and work to protect the rights of all parties involved.
**Principal Duties & Responsibilities**
* Facilitates for discussion in the office of the President suggestions for the improvement of the campus
* Administers the complaint management system and ensures that all the student inquiries are initially responded within 48 hours and resolved within 7 days of the original complaint receipt
* Acts as a primary contact for all students who wish to appeal departmental decisions and involve the University grievance process
* Works to ensure proper follow-up within other departments of the University
* Provides guidance for students to ensure that the student’s issues are taken care of in a timely manner
* Assist the student in navigating his or her way through the University’s Grievance Procedure
* Determine the reasons behind the student complaint
* Explain the University’s institutional policies and procedures so that the student understands the reasoning behind them
* Act as a liaison in facilitating conflict resolution
* Act as an active mediator so that we can arrive at an acceptable resolution to satisfy all parties involved
* Facilitate training programs with department managers on handling conflicts
* Maintain historical reports to track the number and types of complaints that have been escalated by department
* Work closely with the campus Director of Compliance on any issues that have been forwarded to an outside agency
* Provide guidance and recommendations to the Appeals Committee if a student is not satisfied with the final resolution
* Provide recommendations to the Administration on policy changes to address chronic problems identified
**Knowledge, Skills and Abilities, Competencies**
* The Ombudsman proactively seeks to create a campus environment in which potential conflict situations are avoided and conflict situations that may develop can be de-escalated.
* The Ombudsman should seek to facilitate suggestions about campus improvements and bring those to the attention of the Office of the President, as well as answer student inquiries and serve as a liaison between the student and University departments or employees where communication has broken down or is not moving towards resolution.
* The Ombudsman helps to provide students with information about University policies, regulations, and procedures and if problems occur, facilitates and guides the student through the University grievance process when appropriate.
**Education and Experience: Minimum**
* Conflict Resolution
* Excellent communication skills
* Knowledge of University policies and procedures
* Strong organizational skills
* Coaching/Active Listening
* Knowledge of federal, state and accreditation regulations applicable to the education industry
* Ability to communicate effectively within all levels of an organization
* Exceptional follow-through skills
* Very detail oriented and analytical
* Experience in working in a regulated business/industry is highly preferred
* Minimum of five years management experience is required
* Master’s Degree in a related area
**What we offer\***
* Salary Range between $100,000.00 and $100,600.00
* Paid time off
* Paid sick leave
* Paid holidays
* Comprehensive medical, pharmaceutical, dental, and vision benefits
* Health savings and flexible spending accounts
* 401(k) savings plan with company match
* Employee Stock Purchase Plan (ESPP)
* Company paid life insurance and disability insurance – subject to eligibility
* Company paid tuition assistance – subject to eligibility and approval
* Employee Assistance Program (EAP)
* Prenatal and adoption assistance
* Additional ancillary programs are available upon benefit enrollment eligibility
* *Most benefits apply to full-time employees. Some benefits apply to part-time employees as well. Benefits may vary by location and position and are subject to change at any time. Ask your recruiter for full details and information about eligible dependents.*
The Office of the Ombudsman exists to provide an impartial advocate whose job it is to find equitable resolutions to student issues before they are escalated outside the four walls of the University. The primary purpose of the Office of the Ombudsman is to achieve a fair resolution and work to protect the rights of all parties involved.
**Principal Duties & Responsibilities**
* Facilitates for discussion in the office of the President suggestions for the improvement of the campus
* Administers the complaint management system and ensures that all the student inquiries are initially responded within 48 hours and resolved within 7 days of the original complaint receipt
* Acts as a primary contact for all students who wish to appeal departmental decisions and involve the University grievance process
* Works to ensure proper follow-up within other departments of the University
* Provides guidance for students to ensure that the student’s issues are taken care of in a timely manner
* Assist the student in navigating his or her way through the University’s Grievance Procedure
* Determine the reasons behind the student complaint
* Explain the University’s institutional policies and procedures so that the student understands the reasoning behind them
* Act as a liaison in facilitating conflict resolution
* Act as an active mediator so that we can arrive at an acceptable resolution to satisfy all parties involved
* Facilitate training programs with department managers on handling conflicts
* Maintain historical reports to track the number and types of complaints that have been escalated by department
* Work closely with the campus Director of Compliance on any issues that have been forwarded to an outside agency
* Provide guidance and recommendations to the Appeals Committee if a student is not satisfied with the final resolution
* Provide recommendations to the Administration on policy changes to address chronic problems identified
**Knowledge, Skills and Abilities, Competencies**
* The Ombudsman proactively seeks to create a campus environment in which potential conflict situations are avoided and conflict situations that may develop can be de-escalated.
* The Ombudsman should seek to facilitate suggestions about campus improvements and bring those to the attention of the Office of the President, as well as answer student inquiries and serve as a liaison between the student and University departments or employees where communication has broken down or is not moving towards resolution.
* The Ombudsman helps to provide students with information about University policies, regulations, and procedures and if problems occur, facilitates and guides the student through the University grievance process when appropriate.
**Education and Experience: Minimum**
* Conflict Resolution
* Excellent communication skills
* Knowledge of University policies and procedures
* Strong organizational skills
* Coaching/Active Listening
* Knowledge of federal, state and accreditation regulations applicable to the education industry
* Ability to communicate effectively within all levels of an organization
* Exceptional follow-through skills
* Very detail oriented and analytical
* Experience in working in a regulated business/industry is highly preferred
* Minimum of five years management experience is required
* Master’s Degree in a related area
**What we offer\***
* Salary Range between $100,000.00 and $100,600.00
* Paid time off
* Paid sick leave
* Paid holidays
* Comprehensive medical, pharmaceutical, dental, and vision benefits
* Health savings and flexible spending accounts
* 401(k) savings plan with company match
* Employee Stock Purchase Plan (ESPP)
* Company paid life insurance and disability insurance – subject to eligibility
* Company paid tuition assistance – subject to eligibility and approval
* Employee Assistance Program (EAP)
* Prenatal and adoption assistance
* Additional ancillary programs are available upon benefit enrollment eligibility
* *Most benefits apply to full-time employees. Some benefits apply to part-time employees as well. Benefits may vary by location and position and are subject to change at any time. Ask your recruiter for full details and information about eligible dependents.*