Policies and Procedures

Policies

1. Scope of Services

  • Assist with academic and non-academic concerns.
  • Provide guidance on university policies.
  • Help interpret procedures and identify appropriate channels.
  • Recommend policy improvements to university leadership.

2. Mission

The Office of the Ombuds at Missouri State University serves as a confidential*, impartial, and independent resource for faculty, staff, and students seeking guidance, support, and resolution in navigating university-related concerns.

Our mission is to foster a culture of fairness, respect, and transparency by promoting open dialogue, empowering individuals to voice their concerns, and facilitating constructive solutions.

We are committed to:

  • Upholding the principles of neutrality, confidentiality*, and informality;
  • Encouraging respectful communication and collaborative problem-solving;
  • Supporting a safe and inclusive campus environment; and
  • Educating the university community about conflict resolution and ethical practices.

Through compassionate listening and principled guidance, the Office of the Ombuds helps ensure that every member of the Missouri State University community feels heard, valued, and empowered.

 3. Principles

    1. Confidentiality*
    2. Independence
    3. Impartiality/neutrality
    4. Informality
    5. Professionalism
      1. Code of Ethics: https://ioa.memberclicks.net/assets/docs/SOP-COE/IOA_Code_of_Ethics_English.pdf
      2. Standards of Practice: https://ioa.memberclicks.net/assets/docs/SOP-COE/IOA_Standards_of_Practice_English.pdf

4. Limitations

  • Ombuds cannot/do not:
    • Make binding decisions.
    • Change university policies.
    • Represent university leadership.
    • Provide legal advice.
    • Serve as a formal notice to the university.
    • Maintain personally identifiable records of communications with those using the Office’s services.
    • Speak on behalf of the university or university leadership
    • *Exceptions to confidentiality:
      • Title IX allegations and/or other allegations of discrimination on the basis of a protected class
      • Allegations of discrimination
      • Criminal conduct
      • Ongoing litigation where the University or an employee in their official capacity are a party
  • Protection from retaliation for using the Ombuds Office
      • The University is committed to protecting faculty, staff, and students who visit the Ombuds Office in good faith from any form of retaliation or reprisal by others in the University community.

5. Avoiding Potential Conflicts of Interest

  • Definition of conflict of interest
    A conflict of interest arises when the ombudsman’s personal, financial, professional, or relational interests could compromise—or appear to compromise—their impartiality. Examples include:
    • Having a close relationship with a party involved in a case.
    • Holding another role at the university that overlaps or intersects with the situation about which an employee is seeking assistance from the ombuds.
    • Receiving gifts, favors, or incentives from individuals or departments.
  • Disclosure and Transparency
    • If a conflict is identified, the ombuds must disclose it immediately to their supervisor (the Chief of Staff).
  • Recusal and Referral
    • An ombuds must recuse themselves from handling any case where a conflict exists.
    • The case may be referred to:
      • Another ombuds (if available).
      • A neutral third-party mediator.
      • A formal university grievance channel.
  • Avoid Dual Roles
    • Ombuds may not serve in roles that could compromise their neutrality, such as:
      • Title IX Coordinator or Investigator
      • HR administrator or investigator
      • Legal counsel
      • Faculty Senate or Staff Senate officer

Procedures

I. Intake and Case Handling

  • Initial contact may be in person, by phone, or online.
  • Cases are documented informally and anonymously.
  • The ombuds may:
    • Listen and clarify concerns.
    • Help develop options.
    • Facilitate communication between parties.
    • Refer to appropriate offices.

II. Office Hours

Regular office hours will be available, as well as appointments by request. Office hours will be posted on the Ombuds website and appointments can be requested through online inquiries or email requests.

III. Reporting and Feedback

  • Ombuds are hired by and report to the Chief of Staff in the Office of the President.
  • Ombuds shall provide regular reports to the Chief of Staff that summarize trends and systemic issues, but do not include any personally identifiable information.

IV. Removal from Office

Ombuds may be terminated by the President or Chief of Staff for violations of university policy, willful or careless violations of the established policies and procedures of the office, or neglect of duties.