Got questions? Ombuds Office has answers

[img_inline align=”right” src=”http://padnws01.mcmaster.ca/images/Brendon_Carolyn1.jpg” caption=”Carolyn Brendon and Shelley Lancaster are University Ombuds at McMaster. Photos by Susan Bubak.”]If you are a member of the McMaster community who has University-related questions, complaints or concerns, University Ombuds Shelley Lancaster and Carolyn Brendon might be able to help.

For those who may not be familiar with Ombuds, they provide informal dispute-resolution advice and assistance, and have the power to investigate and make recommendations, including those of a systemic nature.

One question that Ombuds are frequently asked is: “Are you advocates?”

“No,” says Brendon, who joined the office in 2003. “We are neutral, which is to say we don't automatically take the side of a complainant. We would have to investigate and make sure a complaint has merit before we would make a recommendation.”

While they do occasionally weigh-in on a dispute, the more usual role of the University Ombuds is to assist members of the McMaster community by providing information and advice.

“Universities can be confusing places, and often students just need someone to listen to their problem and provide neutral feedback,” says Lancaster, who has worked as an Ombuds at McMaster for 10 years. “With a bit of coaching and information, students are often able to resolve situations themselves.”

One of the things that distinguishes the Ombuds Office from other resources on campus is the confidentiality it provides.

“We hear complaints and concerns from students, staff and faculty in a confidential setting,” says Lancaster. “I'm not hear to judge anyone. I'm just here to listen and give you some pointers.”

The University Ombuds also field questions from staff and faculty regarding student-related issues.

“Sometimes a decision-maker just wants to make sure they've looked at the situation from every possible angle before making a decision affecting a student,” says Brendon.

Both Lancaster and Brendon agree that in some ways inquiries from professors and administrators are the most heartening because they demonstrate a commitment on the part of the University to ensure fair treatment for all its members.

To contact the University Ombuds, please call ext. 24151 or e-mail ombuds@mcmaster.ca. The Ombuds Office is located in the McMaster University Student Centre, Room 210.