APPENDIX E:

• Jurisdiction: United States

APPENDIX E:

Ombudsman Policy Example—Cornell University

Cornell University Guidelines for the Office of University Ombudsman

There shall be an Ombudsman for the Cornell University community, whose office shall be independent of all existing administrative structures of the University and the office shall have the following functions: To investigate, at the request of members of the community, or upon its own motion, any grievances that may arise against the University or against anyone in the University exercising authority; To bring its findings and recommendations to the attention of those in authority by the most expeditious means possible, and to the community at large to the extent this seems appropriate to the office; To serve as a general information center about all situations and University procedures concerning which grievances may arise—specifically, to advise members of the community about where to turn and what procedures to follow in order to pursue whatever business or complaint they may have; To direct, during emergencies or at the request of the President, such additional, and special information and “rumor clinic” services as the Ombudsman believes appropriate and within the resources and competence of the office. It shall be the special concern of the Ombudsman to: Make decisions affecting members of the community with reasonable promptness and press others to do the same; Be satisfied that all members of the community receive “due process.” The Ombudsman shall also be satisfied not only that criteria and rules on which decisions of the type in question are based are, in fact, appropriate; Discover, and bring to the attention of those in authority and, if necessary, to the entire community, any gaps and inadequacies in existing University procedures. The Ombudsman shall make recommendations and press through publicity, to the extent that it seems necessary, for the formulation of new procedures and the improvement of inadequate ones; Honor all reasonable requests for information pertinent to the functions and purposes of the office and look actively for the answers to all such inquiries and provide them to the inquiring parties and, where it seemed desirable, to the community at large. The Ombudsman shall have access to such official files and information as he/she feels is required to fulfill his/her functions. Any requests for information from the Ombudsman must receive the highest priority from every member of the community. The...