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Charter

Virginia Tech Office of the Ombuds Charter

I. Introduction and Background

The impetus for the creation of the Virginia Tech Office of the Ombuds for faculty, staff, and undergraduates originated in a recommendation in 2015 from a Task Force that had been charged by the then President of the Faculty Senate to review the role, purpose, purview, efficiency, and functionality of the Senate's existing committee structure.1 The task force concluded that the existing structure was inefficient and ineffective. Faculty, staff, and undergraduates did not know whom to approach, and commonly “shopped around” campus for answers to their questions. In addition, the existing structure could not address “difficult experiences” that were carved into bits and pieces for review by multiple entities.

A "Resolution Supporting the Establishment of a University Ombuds Function at Virginia Tech," Resolution 2016-17E of the Commission on Faculty Affairs (the "Resolution"), was approved by the Faculty Senate on February 21, 2017, and subsequently approved by all other relevant University commissions, councils, and associations before being approved by the President of Virginia Tech on May 1, 2017. As provided in the Resolution, the purpose of the ombuds function is to provide faculty and other members of the University community with "confidential, informal, impartial, and independent services provided by an ombuds office reporting to the president of the university" so that "the interests of the faculty and other members of the university community are well served through informal processes where they may receive information about university services and formal grievance procedures; explore options for addressing workplace concerns; and seek assistance in fashioning an equitable solution to workplace difficulties...." A full time University Ombuds was hired after a national search and began work in July 2019.

Prior to the University Ombuds being selected, a small working group, chaired by faculty member Diane Zahm, invited constituents to participate in the creation of the Virginia Tech Office of the Ombuds charter. Establishing an Ombuds Office Charter is a best practice between organizations and their Ombuds Office as it establishes roles, responsibilities and the authority and limits of the Ombuds Office. Although an original draft charter was created by the working group, with guidance from Judi Segall (Ombuds at MIT), and much of it incorporated herein, the original charter was not formalized because the COVID-19 Pandemic hit shortly after the arrival of the inaugural University Ombuds and delayed formal adoption. Additionally, in March 2022 there were revisions to the Standards of Practice that Ombuds2 adhere to, as promulgated by the International Ombuds Association, and so this more updated charter was created.

This Charter document provides the framework for the roles and responsibilities of the Virginia Tech Office of the Ombuds (“Ombuds Office or “Office”). While the reporting lines will not change for the Graduate School Ombuds (reporting to the Dean of the Graduate School), this charter pertains to and is inclusive to all Ombuds services provided at Virginia Tech as described in this Charter. Furthermore, this Charter defines the terms, conditions, and principles on which these ombuds roles were created and upon which the Ombuds Office is required to operate. This Charter also describes the privileges, responsibilities, and authority of the ombuds within the Ombuds Office ("Ombuds").

II. Statement of Values

The creation of roles for the Graduate School Ombuds and the Virginia Tech Ombuds Office are in keeping with and intended to promote the Virginia Tech Principles of Community:

"Virginia Tech is a public land-grant University, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world community. Learning from the experiences that shape Virginia Tech as an institution, we acknowledge those aspects of our legacy that reflected bias and exclusion. Therefore, we adopt and practice the following principles as fundamental to our on-going efforts to increase access and inclusion and to create a community that nurtures learning and growth for all of its members:

  • We affirm the inherent dignity and value of every person and strive to maintain a climate for work and learning based on mutual respect and understanding.
  • We affirm the right of each person to express thoughts and opinions freely. We encourage open expression within a climate of civility, sensitivity, and mutual respect.
  • We affirm the value of human diversity because it enriches our lives and the University. We acknowledge and respect our differences while affirming our common humanity.
  • We reject all forms of prejudice and discrimination, including those based on age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, and veteran status.  We take individual and collective responsibility for helping to eliminate bias and discrimination and for increasing our own understanding of these issues through education, training, and interaction with others.
  • We pledge our collective commitment to these principles in the spirit of the Virginia Tech motto of Ut Prosim (That I May Serve)."

III. Rationale for the Creation of the Virginia Tech Office of the Ombuds

The need for an Ombuds function on campus derives from the previously noted inefficiencies in the University’s established governance and administrative structures. The Ombuds Office would also support the University in the following ways:

  • To achieve the University’s goals for the destination areas and the VT-shaped student, we must create a campus where individuals (faculty, staff, graduate, and undergraduate students) feel free to engage across multiple administrative units and degree programs. The University community needs a central point of contact so that, when they encounter difficulties, the path to a resolution can be clearly identified.
  • An Ombuds Office can create efficiencies in case management and case processing, by assisting visitors to the office in finding the best and most appropriate path for resolving a conflict. The Office also has the potential to reduce  or even eliminate grievances, lawsuits, or other types of cases (e.g., ethics reviews), by helping visitors to the office understand what is possible and what is necessary to bring a case forward. And the independent and confidential nature of the office could ameliorate the fear of retaliation among members of the University community.
  • Virginia Tech would situate itself among its SCHEV and AAU&C peers, the other Virginia 4-year research institutions, and the National Institutes of Health, who already provide Ombuds services.
  • Commitment to an Ombuds Office has the potential to improve morale and create resilience in a time of great change and could be an important aspect of recruitment and retention.

IV. Purpose, Mission, and Scope of Services

The purpose and mission of the Ombuds Office, consistent with the Virginia Tech Principles of Community, is to enhance an ethical, supportive, and responsive culture for all members of the Virginia Tech University community by  providing confidential, impartial, independent, and informal conflict resolution services and problem-solving support. The Ombuds Office also elevates systemic trends or concerns to the attention of University leadership to improve the fairness and effectiveness of those programs at a systems level. 

In keeping with national norms, those who utilize the Ombuds Office are referred to as “visitors.” When a visitor seeks support, the Ombuds in the Ombuds Office can listen, serve as a strategic thought partner, help plan or develop options to resolve conflict or to surface an issue, provide resources and information about University policies and systems, and otherwise assist with informal conflict resolution and problem solving. In every case, the Office provides support that is independent, confidential, impartial, and informal. Day to day, an Ombuds fulfills this purpose and mission by confidentially receiving inquiries, concerns, or questions from Virginia Tech faculty, staff, and students, and tailors the Office’s response based on the specific needs of each situation. As appropriate, Ombuds may make informal inquiries, gather additional information, provide referrals, or offer information on available resources, identify available pathways and options to address or raise concerns and facilitate difficult conversations or mediate conflicts directly.

V. International Ombuds Association (IOA) Standards of Practice

The Ombuds Office has adopted and all Ombuds in the Office are required to adhere to the Code of Ethics3 and Standards of Practice4 of the International Ombuds Association ("IOA"), which are incorporated by reference in this Charter. The Ombuds will function independently of interference or direction from University administration. The Office will operate confidentially and impartially and limit the scope of its services to informal means of dispute resolution and problem-solving support. The Ombuds will be a member of IOA and will attend regular relevant trainings and the annual IOA conferences whenever possible.

The Ombuds will establish and follow consistent policies for the Office, which will be posted on the Ombuds Office website. The Ombuds will also publicize the key principles on which the program is based, including the confidential, independent, impartial, and informal nature of the Office’s services and will clearly explain each of the Standards of Practice to each visitor. 

  • A. Independence: The Ombuds Office will be, and will endeavor to be perceived as, free from interference in the performance of their duties. This includes not disclosing confidential information about matters discussed in the Ombuds Office with anyone at the University, including the President, to whom the Ombuds Office reports.

    The University will not attempt to direct or influence the substantive work of the Ombuds Office, including with whom the Ombuds meets and how they manage any given concern. The University will also not attempt to interfere with or control the substance of any recommendations for University change that the Ombuds might offer. The independence of the Ombuds Office is accomplished through the University's recognition of it, the reporting structure in which the Ombuds reports to the University President and, in the case of the Graduate School Ombuds, the Graduate School Dean, freedom from direction or interference in the substance of its work, and by being distinct from all other organizational entities. The Ombuds thus holds no other position within the University and has sole discretion over how or whether to address visitors’ concerns.

    The Ombuds will have a specific allocated budget, adequate space, and sufficient resources to fulfill their role and pursue continuing professional development. The Ombuds will have the authority to manage the budget and operations of the Office and will report to the University President and/or the Graduate School Dean for administrative and budgetary matters only.

  • B. Impartiality: The Ombuds will strive for impartiality and fairness in consideration of all visitors to the Office and the issues they raise. The Ombuds is an advocate for fair process, but not a direct advocate for students, staff,  faculty, or administration. The Ombuds will operate with the aim of supporting all visitors and parties in the most effective way possible and will facilitate communication and problem-solving in a way that does not take sides or favor a particular outcome. 

    The Ombuds will avoid involvement in any matter in which their private interests, real or perceived, may conflict with their ability to be truly impartial and independent in their role. To avoid such conflicts in the first place, the Ombuds will not serve as a voting member on University committees, will not participate in adjudication processes, and will not serve in a formal policy making capacity, except with regard to Ombuds Office policies. If a potential conflict of interest nonetheless exists, the Ombuds will take all steps necessary to disclose the potential conflict and/or remove the conflict. If it is not possible to sufficiently address a conflict of interest in a case, an Ombuds will recuse themselves from involvement in it.

  • C. Confidentiality: Confidentiality is the defining feature of the Ombuds role. Communications with the Ombuds are confidential to the maximum extent permitted by law. The Ombuds will hold all communications in strict  confidence and will not reveal-and must not be required to reveal--the identity of visitors to the Ombuds Office. The Ombuds will not reveal any information disclosed to them in confidence except in accordance with the IOA Standards of Practice, including not disclosing such information without a visitor’s express permission and then only at the discretion of the Ombuds. The Ombuds Office will not be considered a “responsible employee”5 or a “campus security authority”6 for reporting purposes. The Ombuds may also disclose otherwise confidential information if they determine what might be an imminent risk of serious physical harm.

    Because the Office of the Ombuds is a purely voluntary resource that no one is required to use, those who do so will be understood to have agreed to the terms, conditions, and principles upon which it was established and not call on the Ombuds to testify or produce documents relating to confidential communications in any legal, administrative, or other proceedings or matters.

    The University has also agreed to respect the terms, conditions, and principles on which the Office was created and not call on the Ombuds to testify or produce documents relating to confidential communications in any legal, administrative, or other proceedings or matters.

    The confidentiality of communications with the Ombuds may not be waived by others. The Ombuds Office will resist any attempts by visitors or third parties to compel disclosure of confidential communications or documents by invoking the terms, conditions, and principles of this Charter and by asserting a claim of confidentiality under any applicable rule or statute under which confidential communications may be protected including, where applicable, rules or statutes dealing with mediation and other methods of alternative dispute resolution.

    The Ombuds will not keep written records or notes with identifying information on behalf of the organization. The Ombuds will maintain any and all case-related information (e.g., notes, phone messages, appointment calendars) in a secure location and manner, protected from inspection by others and will have a consistent and standard practice for the regular destruction of such information. The Ombuds will prepare any data or reports to be shared with the University or otherwise made public in ways that protect visitor confidentiality. The Ombuds and the University will cooperate with each other to implement policies and practices to protect the confidentiality of visitor identities and Ombuds' confidential communications.

  • D. Informality: The Ombuds will be a resource for informal dispute resolution and problemsolving services only. The Ombuds will not participate in formal investigative or adjudicative procedures, whether internal or external. The Ombuds will, however, endeavor to provide visitors with information about relevant formal grievance or complaint processes to help educate them about their options. Use of the Ombuds Office will be voluntary and is not a required step in any grievance process or University policy.

VI. Authority and Limits of the Ombuds Role

The authority of the Ombuds derives from the establishment of the Ombuds Office by the University and the enactment of this Charter.

  • A. Ombuds Authority. The Ombuds Office has the authority to contact any and all other members of the University community, to gather information in the course of looking into a problem, to mediate disputes, to bring concerns to the attention of those in authority, and informally to attempt to expedite and resolve administrative processes. The University recognizes that the Ombuds Office has the independent authority to engage in the following actions as an integral part of their role:
    1. Have Discussions with Visitors and Others. The Ombuds has the authority to discuss with visitors their concerns, available informal and formal pathways for resolution, options for next steps, relevant information, and resources. The Ombuds also has the authority to invite parties to engage in voluntary facilitated conversations and mediations as appropriate.
    2. Initiate Informal Inquiries. The Ombuds is entitled to inquire informally about any issue concerning visitor or member of the communities served by the Ombuds. The Ombuds may therefore initiate informal inquiries into matters that come to the attention of the Office without having received a specific complaint from a directly affected member of the University community.
    3. Access Information. The Ombuds may request access to University information related to visitors’ concerns, and will respect and preserve the confidentiality of that information. The University encourages its departments to respond to requests by the Ombuds for information with reasonable promptness.
    4. Decline/Withdraw from Participation in a Concern. The Ombuds may withdraw from or decline to participate in a concern if they believe their involvement would be inappropriate for any reason. 
       
  • B. Limitations on the Authority of the Ombuds
    1. The Office of the Ombuds is Not Authorized to Receive Notice of Claims Against the University. Communication to the Ombuds or the Ombuds Office, accordingly, does not constitute notice to the University. This includes allegations that may be perceived as violations of laws, regulations, or policies, including sexual harassment or incidents subject to reporting under the Clery Act or Title IX. Although visitors may discuss such issues with the Ombuds, the University has determined that Ombuds are not a “campus security authority” under the Clery Act because they do not have significant responsibility for campus or student activities nor are they a mandatory reporter under Title IX because they are not an official of the University and have no authority to institute any corrective action on behalf of the University. Important rights may be affected by when formal action is initiated and when an entity is informed of allegedly inappropriate or wrongful conduct, and while working with the Ombuds may address a problem or concern effectively, it may not protect the rights of the person contacting the Office of the Ombuds. If a visitor to the Ombuds Office wants to put a concern “on the record,” wants to put the University on notice regarding a specific situation or wants to file a formal complaint or grievance with the University, the Ombuds will provide the visitor with appropriate information so that the visitor may do so themselves.
    2. No Participation in Formal Processes and Investigations. The Ombuds has no authority to conduct formal investigations of any kind. The Ombuds also is not authorized to participate willingly in the substance of any formal dispute process, outside agency complaints or lawsuits, either on behalf of a visitor to the Ombuds Office or on behalf of the University.
    3. Organizational Record Keeping. The Ombuds has no authority to keep records on behalf of the University and will not create or maintain permanent documents or records for the University about individual matters. Temporary notes and any other materials related to a given matter will be maintained in a secure location and manner, and will be destroyed once the Ombuds concludes its involvement in a matter. Any reports made and shared with the University or others will be sufficiently deidentified to protect the confidentiality of visitors to the Office and their confidential communications. 
    4. Advocacy for Individual Parties or Entities. The Ombuds has no authority to serve as an advocate, lawyer, representative, or counselor for any party in a dispute, nor will they represent University administration or visitors to the Office. Rather, the Ombuds will advocate for fair processes, respectful treatment, and equitable policies. 
    5. Business and Policy Decisions; Adjudication of Issues. The Ombuds has no authority to make or change business decisions on behalf of the University. The Ombuds also has no authority to adjudicate, impose remedies or sanctions, or to enforce or change University policies or rules. 
    6. Conflict of Interest Individual Ombuds shall avoid involvement in cases where there may be a conflict of interest. A conflict of interest occurs when the Ombuds’ private interests, real or perceived, supersede or compete with his or her dedication to the impartial and independent nature of the role of the Ombuds Office. When a real or perceived conflict exists, the Ombuds should take all steps necessary to disclose and/or avoid the conflict. In addition, the Ombuds is subject to the Commonwealth of Virginia State and Local Conflict of Interests Act.

VII. Reporting

The Ombuds will provide annual reports to the President of the University and, in the case of the Graduate School Ombuds, to the Dean of the Graduate School. Regular reports will include, at a minimum, information on program statistics and trends, systemic issues identified by the Office, and descriptions of outreach and educational activities. The Ombuds Office will also publish annual reports on its website. The Ombuds Office may also prepare additional periodic reports as appropriate.

VIII. Accountability and Evaluation

The work of the Ombuds will be evaluated annually by the President of the University and, in the case of the Graduate School Ombuds, the Dean of the Graduate School. The evaluation will include a self-assessment and data collected in anonymous visitor experience surveys. 

IX. Retaliation for Using the Ombuds Office

While it is acceptable to remind individuals that the Ombuds is an available resource, no one may be ordered or required to consult with the Ombuds, and no one shall be punished for not consulting with the Ombuds. Retaliation against any person for consulting with the Office of the Ombuds or against the Ombuds for actions within the legitimate scope of the Ombuds' duties is prohibited. The Ombuds will work with the University to create policies to protect visitors from reprisals for using the Ombuds Office.

X. Amendment and Revocation

This Charter may be amended only at the agreement of the Ombuds and the University President. The Charter remains in effect unless revoked by the University President, after providing reasonable notice and engaging in consultation with the Dean of the Graduate School.

______________________________________________________________

Signed 1/20/2026

 

 

1 Graduate students have been served by the Graduate School Ombuds since that role was established in 2007.

2 https://ioa.memberclicks.net/assets/docs/SOP-COE/IOA_Standards_of_Practice_English.pdf 

3 https://ioa.memberclicks.net/assets/docs/SOP-COE/IOA_Code_of_Ethics_English.pdf

4 https://ioa.memberclicks.net/assets/docs/SOP-COE/IOA_Standards_of_Practice_English.pdf

5 “Responsible employees” are those who serve as administrators, supervisors, academic advisors; give instruction; or have responsibilities for on-campus student activities, or student or employee discipline.  (https://safe.vt.edu/employees.html)

6 "Campus Security Authority," according to the federal law, is as follows: "An official of an institution who has significant responsibility for student and campus activities including, but not limited to, student housing, student discipline, and campus judicial proceedings." (https://www.globaleducation.vt.edu/content/dam/globaleducation_vt_edu/clery/August%202020%20CSA%20Notification%20Letter.docx.pdf)