Interview with Ada Emmett, Ombuds
We’re checking in with KU’s Ombuds, Ada Emmett, to see how and when staff should use this office.
Can you describe a few common scenarios in which staff specifically might benefit from the Ombuds Office?
- Often staff come to the Ombuds Office because they are struggling with a supervisor, or a supervisor with a supervisee, and they’re looking for strategies to navigate the issue. Having a confidential space to have an “off-the-record” conversation and a thought partner while considering pathways forward can be a great benefit.
- When staff are considering whether they want to alert the university (or some aspect of it) to a problem or concern, putting the University “on notice”, or to make a formal complaint, talking to the Ombuds Office can offer them a chance to consider what those formal processes might be like, how they might work, and who to contact.
- When staff want to handle a difficult situation or conversation on their own but want assistance and coaching in preparing for that conversation, the Ombuds Office can be that confidential coach.
- When staff face a particular situation and want to know what other services or offices at KU can support them (i.e., HR for ADA accommodations or Family Medical Leave Act support).
If a staff member feels they’re being subjected to discrimination of any type at KU – ageism, sexism, racism, transphobia, homophobia, anti-Semitism, Islamophobia, ableism, etc. – should the staff member contact the Ombuds Office or a different entity on campus?
The Ombuds Office can serve as a first stop to consider ways of alerting the university to their experience of discrimination — of any type. The Ombuds Office is NOT a mandatory reporter of discrimination or sexual harassment, (most KU employees are required to report it if they learn of someone experiencing it). This allows the Ombuds Office visitor to explore in an “off-the-record” conversation on what office to report that to, how the reporting could work, and what they are wanting from reporting it. The Ombuds Office does not receive on behalf of the university complaints or concerns, due to our confidential, independent, and informal nature.
If someone wants to immediately report the incident they experienced the Office of Civil Rights & Title IX is the office that receives reports of discrimination and sexual harassment from the victim or from those employees at KU who are required to report it — again, most KU employees. That starts a formal process (outside of the Ombuds Office) and the Office of Civil Rights & Title IX then determines next steps.
If someone feels compelled to contact your office, what information should they provide to you? Is there anything they should NOT share?
The minimum information we need when a person contacts us is a way to contact them back (an email or a phone number) and a name they want us to use. They can use a non-KU email address for additional confidentiality; they can email us at ombuds@ku.edu; leave a voicemail with a way to contact them back at 785-864-7261 or use our confidential intake form.
As a confidential office we do not keep records of who visits us. In order to support our efforts to maintain that confidentiality we request that people NOT share documents or details of their situation when reaching out to us for an appointment via email, phone, or our request form. We invite them to share just enough so we can schedule the appointment. When a visit is arranged, the details can be shared with us in person (or on a Zoom or phone call).
What are the limitations of the Ombuds Office (i.e., what CAN’T you do/aren’t authorized to do to support staff)?
- The Ombuds Office does not serve as an advocate for people who are in conflict and we do not take sides in a dispute between two parties. We can help them identify for themselves who might serve the role of an advocate.
- The Ombuds Office is not part of formal processes, so we do not contribute to such complaint, grievance, appeal processes, or investigations, nor are we built in to those processes.
- The Ombuds Office is an informal office and that means also KU employees (or students) CANNOT be required to meet with us or use our services.
- We do not make policies or enforce policies; we can offer organizational feedback but do not have the authority to make anyone do anything.
- We do not determine who is right or wrong in a dispute; we do not investigate. We are everyone’s Ombuds and are a designate impartial office.
Can you give more information on how your hotline is used by KU once a call comes in? Does that process differ from other ways to contact your office about an issue?
- The hotline is operated by a third-party (non-KU) platform and can be used as a place to offer anonymous reports of “wrongdoing” so the University can know about it and take action on it. Such reporting, either anonymous or signed by the person making the report, may trigger a formal response from the University and puts the University “on notice” of a complaint or issue.
- The Ombuds Office does not receive complaints on behalf of the University, although it can help people understand their options, and one of those might be using the hotline.
- The hotline can result in the report being forwarded to the right office for action. The Ombuds Office cannot compel other offices to take action or take corrective measures.
- The Ombuds Office builds our practice around meeting with individuals in face-to-face (call, in-person, or Zoom) meetings that usually last an hour where we explore together in depth the situation they are facing, what that are wanting and needing, and ways forward. The hotline is an alerting/reporting tool that brings issues to the attention of senior leadership.
When someone uses the Ombuds Office, are there any public notifications or reporting?
As mentioned in other questions, as a confidential office we do not keep records on who has visited or the details of that particular visitor’s issues. Annually, we do report out the number of visitors we see, basic demographics that we know about the visitor (whether a student, staff, faculty member, and other self-identified demographics), as well as the nature of the issues those visitors bring to us, and ways we might have helped. But they are carefully reported so as not to identify any particular visitor.
You can browse our last two Annual Reports for an example of how we describe the trends and patterns of issues people are facing, without identifying who we are seeing.
Can staff be punished by their supervisors for using the Ombuds Office? Are their supervisors alerted to the staff member’s visit or complaint?
We are a confidential office so the only two conditions under which we would share that a certain individual has met with us is either a.) if that individual gives us direct permission to do so, OR b.) that individual mentions there is an imminent risk of harm to themselves or someone else.
Visitors to the Ombuds Office therefore have a confidential space and we do NOT report to supervisors or anyone else. We would not confirm or deny that someone has visited with us except for the two conditions above.
As explained in the Ombuds Office’s foundational Charter document signed by the Chancellor and Provost, “All visitors to the Ombuds Office have the right to consult with the Ombuds Office without reprisal.”