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CategoryResearch (Laboratory/Non-Laboratory)
PositionOmbudsperson - Research
InstitutionWayne State University
RegionSoutheast Michigan
Location(s)Detroit
TypeFull Time
Date Posted03/17/2010
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Ombudsperson - Research
Wayne State University
Essential Functions: JOB PURPOSE Serves as a designated neutral or impartial dispute resolution practitioner whose major function is to provide
informal assistance to constituents interacting with Sponsor Program
Administration (SPA). As a designated neutral party, the ombudsperson
acts as a source of information and referral, aids in answering
individuals' questions, and assists in the fair resolution of concerns
and critical situations. The ombudsperson will contribute to the
development and implementation of training programs addressing
recurring issues and promote relationship building between Sponsored
Program Administration, the faculty, and research administrators within
departments and the schools or colleges. The position reports to the
Vice President of Research, with a dotted line reporting relationship
to the Director, Business Affairs. ESSENTIAL FUNCTIONS Provide
impartial and confidential consultation to members of the
college/university community contacting Sponsored Program
Administration concerning a process or communication issue. Remain
independent, neutral and impartial, and exercise good judgment. Be
familiar with SPA/university policies and procedures in addition to
having an understanding of grantsmanship principles. Provide assistance
to inquirers by clarifying issues and then working with managers to
generate options for resolution. Facilitate the inquirer's
understanding of the pros and cons of possible options. If necessary,
and while maintaining confidentiality, conduct appropriate informal
fact-finding in order to better understand an issue from all
perspectives. Consult with managers/directors to develop cooperative
strategies for complaint resolution. With the inquirer's permission,
consult with all parties to clarify and analyze problems, focus
discussions, and develop a mutually satisfactory process for
resolution. When appropriate, facilitate group meetings, use shuttle
diplomacy, or negotiation skills to facilitate communication among
parties in conflict. Encourage flexible administrative practices to
maximize the department's ability to meet the needs of all members of
the campus community equitably, while ensuring compliance with relevant
regulations. Provide early warning of new areas of organizational
concern, upward feedback, critical analysis of systemic need for
improvement, and recommend systems changes. Whenever possible and
appropriate, provide referrals to other resources. Act as a liaison
between individuals or groups and the campus administrative structure,
serving as a communicator or informal facilitator, as appropriate.
Contribute to the development of appropriate training programs created
to address frequent issues of concern. Perform related work as
assigned.

Qualifications: EDUCATION Master's degree in business management, industrial/organization psychology, law or similar professional program. The incumbent must either be, or be willing to be, an active
member of professional associations, such as The Ombudsman Association,
the Society of Professionals in Dispute Resolution, or similar
organizations. Membership in such organizations is necessary in order
to stay on the leading edge of critical issues required for the
position such as confidentiality and privileged communications.
Additionally, an ombudsperson's skills should be continually enhanced
through training courses offered by these professional associations.
EXPERIENCE Minium 5 years professional leadership role with
demonstrated ability to lead change management efforts and use
consultative approach to resolve problems. Experience which
demonstrates an understanding of diverse cultures and backgrounds is
also desired. KNOWLEDGE, SKILLS & ABILITIES REQUIRED Communication
and Problem-Solving Skills - An ombudsperson must have exceptional
written and oral communication skills and be able to communicate
effectively with individuals at all levels of the organization and with
people of all cultures. It is imperative that the ombudsperson have
excellent problem-solving skills and be able to gather information,
analyze it and as necessary, help develop appropriate options and
actions. Decision Making/Strategic Thinking Skills - An ombudsperson
must be aware of how all decisions might impact the inquirer, as well
as other stakeholders and the institution. An ombudsperson must know
how to proceed with issues, and help the inquirer assess who should be
involved and at what stage. Conflict Resolution Skills - An
ombudsperson must have a thorough understanding of what leads to
conflict, the nature of conflict, and methods for resolution. The
skills used to assist inquirers resolve their conflicts include:
helping people learn how to deal with the matter directly if they wish
to do this, serving as a communication conduit between the parties
(shuttle diplomacy), informally bringing the parties together, and
bringing them together through an informal mediation process.
Organizational Knowledge and Networking Skills - An ombudsperson must
be knowledgeable about the university - its structure, culture,
policies and practices. The ombudsperson must have excellent networking
skills, understand and participate in collaboration with others and be
able to establish and maintain broad contacts throughout the
organization. Sensitivity to Diversity Issues - An ombudsperson must be
sensitive to dealing with individuals from a wide variety of
backgrounds and cultures. The ombudsperson must be open, objective, and
must seek to understand issues from different perspectives. The
ombudsperson should be innovative in developing options that are
responsive to differing needs. Composure and Presentation Skills - An
ombudsperson should maintain a professional demeanor, have strong
presentation skills, and be able to organize and communicate
information to a variety of groups of people. Training and Professional
Development Skills ?An ombudsperson needs to support the development
and implementation of training programs through multiple delivery
vehicles (e.g., face-to-face, asynchronous on-line, synchronous
on-line) for staff within Sponsored Program Administration, for
faculty, and for research administrators within departments or the
schools and colleges.