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FGCUOMBUDSANNUAL REPORT2022-2023

Table ofContentsMessageHistory & StructureDemographicInformationIssues andConcernType of VisitStrategies &OutcomesOmbudsOperationOperationalActivitiesContact

Reflecting on the Challenges of the Past Year and the Ongoing Role of the Ombuds OfficeNotwithstanding the challenges, the Ombuds website has undergone some significantadditions, including the provision of information for faculty, staff, and students, grant-in-aid,self-help resources, and the option to schedule a meeting. Some student groups andmembers of specific colleges have even engaged with the office to learn more. Moreover,the office established a social media presence this summer, offering words ofencouragement and valuable resources on various topics.The preceding year presented numerous difficulties, including rising living costs, vacancies,political polarization, and everyday workplace and academic concerns at Florida Gulf CoastUniversity. My recent appointment to the role in March 2023 provided me with a firsthandlook into the conflicts, stresses, and uncertainties experienced by individuals, teams, anddepartments.Looking ahead, our plan is to increase outreach to faculty, staff, and students, introducingthe Ombuds Office and continuing to provide in-person, phone, or virtual meeting options. Iam grateful for the opportunity to serve the FGCU community as the Ombuds whileextending my appreciation to the President's Office for making our services available. I amexcited to continue this important work.WelcomeMessageDaniel HooverUniversity Ombuds

The Ombuds at Florida Gulf Coast University (FGCU) is committed to providing aconfidential, impartial, independent, and informal resource for faculty, staff, andstudents with any university-related concerns. The Ombuds Office was establishedat the beginning of FGCU’s history and operates in accordance with the EthicalPrinciples and Standards of Practice set forth by the International OmbudsAssociation (IOA).The Ombuds Office is available to all members of the FGCU community, includingundergraduate and graduate students. It offers a secure, off-the-record, andconfidential space where visitors can freely seek assistance to manage conflicts orconcerns, whether they are related to employment, supervision, academics, or otheraspects of university life.The Office is staffed by one full-time Ombuds, Dr. Daniel Hoover, who assists visitorsto make empowered decisions related to organizational barriers, conflicts, anddisputes that impact their experience at the university.What an Ombuds Do: Listen and assist visitors to clarify underlying issues/concernsProvide information and explore options/appropriate referralsIdentify and/or clarify relevant policies and proceduresFacilitate communication (conflict-coaching) and/or mediate disputes (if agreedupon)Recommend changes to policies & proceduresCollect data on emerging trends and patterns while preserving visitor anonymityand confidentialityOperate under the Standards of Practice & Code of Ethics of the InternationalOmbudsman AssociationWhat an Ombuds Do Not do:Advocate for specific individuals and outcomesCompel participationConduct formal investigations or render formal findings of factParticipate in the University's grievance process or any other formal processGive legal advice or serve as a substitute for anyone's lawyer representative orcounselorProvide psychological counselingAccept or provide notice of an alleged violation on behalf of the UniversityEstablish, change or override policies or administrative decisionsProvide formal mediationHistory and Structure

Overview of the Ombuds Office's Work and Case StatisticsThe Ombuds Office generates an annual report summarizing their work, identifying patterns,and themes related to campus culture, climate activities, and ways to enhance campusoperations and processes. Our campus had 73 cases between March 3, 2023, and June 30,2023. The office has typically seen over 200 cases per year, but due to recent transitions, it isdifficult to compare the previous year's results. Communication with the Ombuds Office isvoluntary, so visitors are not compelled to always follow up with their decision.Case types vary from simple one-time meetings to complex situations with multiple contactsand interactions that may endure over weeks or months. If a visitor follows up in the samemonth with an ongoing concern or complaint, it is only counted once, and if a complaintrepresents multiple students, it is counted as one. Since March 2023, students comprised thelargest group of visitors, followed by parents, staff, and faculty.The Ombuds can typically only communicate with the initial visitor(s) to resolve concernsthrough conflict coaching, consulting, problem-solving, producing potential solutions, and/orequipping the visitor(s) to handle the issue on their own. After a visitor leaves the office, it maybe challenging to follow up on the outcome of concerns presented to the Ombuds, as manyvisitors forget to leave their contact information, thus making it difficult to get in touch withthem. Additionally, cases are frequently complex and involve multiple issues, so it can bechallenging to determine when a problem has been fully addressed. Because of this, theOmbuds considers a situation to be resolved when a visitor reports it, the visitor does notfollow up in 30 days, or follow-up information confirms that the primary concern has beenfully or substantially resolved. The Ombuds typically provides information between July 1st and June 30th (following year)regarding visitors, although there has been a transition in the role over the last few years.Between May 16, 2022, and March 2, 2023, there were 251 reported visitors, and since March 3,2023, to June 30, 2023, there have been 73 visitors (unduplicated).Ombuds Operation

Demographic InformationFaculty, staff, and students from various areas visited the Ombuds office during 2022-2023.When parents engage with the office we have encouraged them to have their studentcommunicate with us directly prior to any action being taken. While the Ombuds Office willspeak with family members regarding a concern we adhere to FERPA.Visitors by the Numbers

Student Classification

Issues and ConcernsVisitors contacted our office for various reasons in 2022-2023. Some of the more commonissues included but not limited to: grades, communication, leadership, and respect/treatment. Strategies and OutcomesStrategies use to assist in navigating issues and concerns include but are not limited to:Listening to issues and concern to gain understandingExplaining policies and procedures (formal/informal)Coaching in how to engage appropriately (role play, pros and cons)Reframing a topic/issueShuttle diplomacyReferring to an established processVisitors contacted the Ombuds Office to discuss concerns and complaints: however, not allvisitors were seeking resolution. A majority of the 73 concerns were resolved informally throughcoaching or shuttle diplomacy. However, some visitors selected a formal process such as gradeappeal, formal student complaint, withdrawals, or other formal processes. A small percentage of visitors (such as faculty and staff) decided a formal process may be theonly way to address the concern. In these situations the Ombuds assisted the visitor inunderstand the formal process (if they selected this option) or where they may be in a currentprocess. Once the visitor selected a formal process, the matter was closed with the OmbudsOffice.A very small number were conversations with visitors to explain why the outcome they wereseeking was not possible.

Virtual2.5%In-Person33%Phone62%Email2.5%Visitors may engage with the office via Teams, Zoom, in person, by phone, and by email. Inthe efforts to uphold the principles of IOA, the office does not typically provide services viaemail; however there were times that visitors were seeking specific procedural informationthat could be shared efficiently and appropriately via email. A majority of our studentstended to select meeting via teams/zoom or phone while faculty/staff have selected in-person meetings. Type of VisitOperational ActivitiesSince March 2023:Enhanced the University Ombuds website (on-going).Engaged in social media (Facebook and Instagram) and tabling (on-going).Created a library of books for individuals to borrow.Developed an Ombuds presentation and office brochure.Established a process to assist with tracking concerns and patterns.Since March 2023 met with areas such as SAC and Campus Life to introduce the office.Have also met with individuals from the Honors College, College of Business, and MariebHealth & Human Services. Offers to meet with the other colleges were provided and follow-up will take place in Fall 2023 and Spring 2024. (on-going)Presentation about policies/process with Marieb College of Health & Human Services.Presentation to Peers Care and Campus Life about the Ombuds Office.

OurContactConnectWithUs!239-590-1022ombuds@fgcu.edufgcu.edu/ombudsEdwards Hall 211