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Jennifer Schneider, Ph.D.Laura Zuppo Annual Report2022-2023 USF Student Ombuds

History and Structure The University of South Florida Student Ombuds Office is a confidential, impartial,independent and informal resource for students who have encountered university-relatedissues and concerns. The Student Ombuds Office practices in accordance with the EthicalPrinciples and Standards of Practice of the International Ombuds Association. The mission of the Student Ombuds Office is to facilitate fair and equitable resolutionprocesses that promote student success. The Student Ombuds Office at USF servesundergraduate, graduate and professional students from all three campuses and USFHealth.During the 2022-2023 academic year, the Student Ombuds Office handled 545 cases, a12% increase from the previous year. The Student Ombuds Office is staffed by one full-time ombuds, Jennifer Smith Schneider,who is a Certified Organizational Ombuds Practitioner (CO-OP®). Laura Zuppo alsosupports ombuds services for students on the USFSP campus when her other roles do notpresent any conflict of interest. Risa Blake serves as the administrative specialist. She is theinitial point of contact, and she manages appointments for all visitors from all campuses.Demographic Information Students from every campus and college (including USF Health) visited the StudentOmbuds Office during the 2022-2023 academic year. Professional students are included inthe overall graduate student numbers above, and the percentage of graduate students whovisited the Student Ombuds Office (22%) is consistent with the general USF studentpopulation. “Other” visitors included former students, prospective students, non-degreeseeking students, and community members. Parents initiated about 9% of cases, which isslightly less than previous years. When parents engage the Student Ombuds Office, studentsare typically asked to communicate directly with the Office before any action is taken.

Gender representation in the Student Ombuds Office is relatively consistent with thestudent population at USF, which has been the case since the office opened in 2015. TheStudent Ombuds Office consistently sees a disproportionately high number of studentsrepresenting the BIPOC (Black, Indigenous, Person of Color) community.Gender and Race/EthnicityInternational students comprised about 22% of ombuds visitors in 2022-2023. This is aslight increase from previous years and is proportionally high, since the percentage ofinternational students at USF is about 12%. Since its opening in 2015, the Student OmbudsOffice has been a safe and credible space for international students to come ask questionsand navigate complex issues. “I just want to say thank youso much for all your help!Everything worked out greatfor this semester, you’vehonestly been the most helpfulperson I’ve ever dealt with atUSF. Thank you for giving me asense of hope and relief.”4th year FTIC

The St. Petersburg campus generated 46 cases during the 2022-2023 academic year. This ismore than double the number of cases the previous year (N=21 in 2021-2022). This is likelydue to the effort of Laura Zuppo to promote the office through marketing materials andtabling events.Only five ombuds cases were situated at USFSM. While that campus is small and a smallerproportional number of visitors is expected, Student Ombuds Office staff will makeintentional efforts to connect with stakeholders on that campus and increase visibility of thisservice. This will be especially critical as the campus prepares to welcome its first cohort ofresidential students.Campus Distribution Other Special Categories About 10% of total ombuds visitors were registered with Student Accessibility Services.Another 10% were veterans or veteran dependents, and another 10% were part of the JudyGenshaft Honors College. Many of these students are referred to the Student Ombuds Officeby staff members from these areas.

Visitors contact the Student Ombuds Office for a myriad of reasons. In 2022-2023, the mostcommon issues raised related to faculty and finances. This is consistent with years past. Issues “It is a blessing that USFoffers great resourcessuch as yourself. Thankyou for your kindness andservices.”Undergraduate transfer

Students engaged with the Student Ombuds Office via Teams, in person, by phone, and byemail. In an effort to uphold the principles of confidentiality and informality, the StudentOmbuds Office does not typically provide service via email; however, there were times whenstudents contacted the office seeking specific procedural information that could be sharedefficiently and appropriately using email. During these exchanges, the ombuds used several strategies to help students navigatecomplex campus issues:• Listening to understand surface issues and other context • Explaining policies and processes that are germane to the issue(s)• Coaching students to engage in the conflict appropriately. Sometimes this involves roleplaying or asking students to articulate the pros and cons of various approaches• Reframing the matter so that students have a fuller understanding of all perspectives andcontexts• Engaging University leaders in shuttle diplomacy – going directly to decision makers toraise awareness of issues and explore potential solutions• Facilitating conversations between students and faculty or staff members• Referring students to established formal processes and helping them to engage in thoseprocesses appropriatelyStrategies and Outcomes Student Ombuds VisitsTeams52%In Person21%Phone 14%Email14%

OutcomesSome students visited the Ombuds Office to discuss issues and concerns, but were notseeking any particular outcome. Of those seeking resolution, nearly half were resolvedinformally. These outcomes were often the result of shuttle diplomacy, when the ombudstalked informally with decision makers on campus and helped to negotiate a particularoutcome. Other times students were coached to address their issue informally, and theywere able to accomplish the intended outcome using strategies learned in the StudentOmbuds Office. These informal resolutions allowed the University to nimbly respond tostudent concerns without excessive time and human resources required to processgrievances, petitions, appeals, or other formal processes. While informal resolutions are often ideal, there are times when established formalprocesses are the most efficient and productive ways for students to have their concernsaddressed. The ombuds helped students understand these formal options and demystify theprocesses so that students could confidently engage in them. Once an issue was referred toformal process, the Student Ombuds case was closed. This is in keeping with the ethicalprinciple of Informality. Occasionally, students sought outcomes that simply were not feasible. In these cases, theombuds tried to help students understand why the University could not accommodate theirinterests. Regardless of the outcome, we hope that students who visit the Ombuds Officelearn valuable life skills associated with self-advocacy and conflict engagement. "Thank you so much for all your help and cooperation! This has literally been thebiggest problem I’ve ever had in my life so to have a solution is absolutelywonderful.”

Council for Academic AdvisingStudent Affairs Council of USF HealthStudent GovernmentUSF WorldResident assistantsOrientation leadersGraduate student groups (including Psychology, Communications, CommunicationSciences and Disorders, and Sociology) SPC 4930 (Guest Lecture)EDF 6165 (Guest Lecture)Applied Behavior Analysis Doctoral students (with Ombuds for faculty/staff)Event Response TeamPoster campaignTabling at Week of Welcome Tabling at Help-a-Bull event in February 2023Student Ombuds spoke at the welcome for each new student Orientation session andshared information about services. In addition, the Student Ombuds Office is featuredin the One USF Orientation Online Curriculum (Pre-Orientation).Presentations about role: Persistence Committee, Student Success staff, AcademicAdvising staff, and Chancellor’s Leadership TeamThe Student Ombuds Office staff participated in several outreach events throughout theacademic year:Outreach sessions:Workshops/trainings on conflict engagement:St. Petersburg Student Ombuds Outreach:OutreachOutreach and Accomplishments"Thank you formeeting with metoday. I apologize forthe emotion in myvoice. I feel relievedafter speaking withyou and appreciateyou taking the time tolisten to me."

“Dr. Schneider was very easy totalk with, and I could tell that shecared about helping me with mysituation. I wish that I had knownhow the Ombuds office could havehelped me earlier in my academiccareer. I had heard of the office butdidn't realize that they would beable to advise me on my situationand provide help if I wanted totake any further action to attemptto improve it.”“Thank you for your helpand intervention… I cancontinue studying in peace.You are doing a really greatjob, I can tell that you aresaving a lot of student lifewho could maybe give upunder desperation. Thankyou again for your help.”Student Affirmations "I would like to thank youimmensely for helping mefeel supported as Icontinue to recover fromthis sorrowful situation."“Thank you so much forall your help, I am soglad I reached out toyou when I did.”