During the visit

What happens when you go to VCU’s ombudsperson’s office?

When you visit the ombudsperson’s office, he or she will explain the role of the office to you and that the office keeps all information confidential. The office helps you to find options to resolve your issues. Ombuds services are informal (the ombudsperson does not participate in formal investigations) and independent of normal routes of communication, and are impartial or neutral. The ombudsperson does not take sides, and strives for fairness. 

A safe forum

You will have an opportunity to consult with the ombudsperson and to describe in your own words the situation as you see it. The ombudsperson will provide a safe forum to voice your concerns, evaluate your situation, and help you to organize your thoughts, assess your options and decide on what is most important and relevant for your specific circumstance.

Multiple options

Some options the ombudsperson may discuss with you include simply talking about your problem, facilitating communication between you and others, informal fact-finding or beginning informal processes available at VCU. The ombudsperson may discuss pursuing a formal grievance proceeding, but does not participate in it. If appropriate, the ombudsperson may refer you to another office. At the ombudsperson’s discretion and only with your permission, he or she may contact that office on your behalf.

You will select the options that you prefer. Some issues can be addressed quickly and resolved within a very short period of time, within days or a couple of weeks. Other issues may take much longer (up to several months) and require many steps to reach a long-term equitable solution for all parties.

The ombudsperson may discuss both informal as well as more formal options that are available to you; however, should any party in a dispute choose a more formal option, at that point services with the ombudsperson’s office will discontinue. The ombudsperson’s office does not participate in formal options, such as a grievance. Working informally with the ombudsperson’s office often results in effective resolution of issues, but you also should be aware that in some situations, there may be formal processes that visitors may want to follow.