The Office of the Ombudsperson (“Ombuds Office”) is an independent unit that is supported by the University Secretary, to whom the Ombudsperson reports. The Ombuds Office shall provide an accessible, independent, impartial, and confidential service through which students receive guidance and advice about their university-related concerns and complaints regarding university policies, procedures, and decision-making structures. The office is an important resource to the University of Waterloo community to aid and support students in understanding of policies, procedures, and processes within the university and in the identification of opportunities for improvement.

The Ombudsperson plays a key role in promoting fairness in university decision-making and is expected to be a person of high integrity and promoter of ethics to inspire trust and address confidential issues.

The Ombudsperson may receive any university-related inquiries or concerns from University of Waterloo students. Concerns may also be received, at the discretion of the Ombudsperson, from University applicants whether accepted or not at the time of the initial contact, as well as from former students where the concern arose during their active student status. 

The Ombudsperson is empowered to examine complaints of unfairness, and on that basis have access to relevant individuals and information as necessary to fulfill their role. Any party who refuses such cooperation must respond in writing with reasons to the University Secretary.

The Ombudsperson may conduct an inquiry of concerns and complaints notifying those in authority and providing recommendations with a view to remedying an individual situation, and/or identify any policies, procedures or practices that appear unclear, inequitable, or unfair. Committed to equity, diversity and inclusion principles, the Ombudsperson assists students in exploring and evaluating options and determining an appropriate course of action with an aim to resolve disputes before they escalate. The successful resolution of complaints contributes to the development of a supportive and inclusive environment for all students across the university.

The Ombudsperson must review matters received with objectivity, a sense of fairness, and sensitivity to all involved and/or impacted groups. The incumbent must exhibit mature judgement with an appreciation of the university and academic environment and analyze information from disparate sources. The Ombudsperson much achieve a high degree of credibility and integrity throughout the University community. The incumbent also serves as change-agent through identification of systemic issues and areas to be addressed through changes to University policy or procedures.

The Ombudsperson serves as a expert resource and advisor on university policies, as appropriate, in support of addressing systemic issues and other areas identified through the work of the Ombuds Office.

The Ombuds Office must comply with the professional standards of the Association of Canadian College and University Ombudspersons (ACCUO). The Ombuds Office supplements but does not replace the University’s existing resources for formal conflict resolution. The mandate of the Ombuds Office is guided by a Memorandum of Understanding between the University and its undergraduate and graduate student associations.

Leadership and Strategic Direction

• Responsible for the establishment of a new Ombuds Office for the University, and for providing overall leadership, management, and administration for the Ombuds Office
• Responsible for the establishment of a clear mission and vision for the Ombuds Office, including the development of short-and long-term strategic plans
• Oversee the financial, human resources, and other managerial responsibilities within the Ombuds Office, including:
  • Overall direction and leadership to staff; including development or refinement of job descriptions to create and support a robust and effective Ombuds Office for the university
  • Preparation and implementation of annual and multi-year budgets consistent with objectives of the office and with due regard for the joint funding model for the office and related accountabilities
• Act as the distinct advocate to ensure procedural fairness in university decision-making on behalf of the University of Waterloo, working independently of both the individuals who seek guidance and university administration, to consider all sides of an inquiry impartially, objectively, and equitably, while being mindful of conflicts of interest
• Establish procedures and workflow for receiving administrative, academic and individual complaints from the University student community, including consistent policies and practices, ensuring effective use of Ombuds Office resources, and with a view to handing inquiries and investigations in a timely manner
• Remain up to date on relevant laws and regulations to ensure compliance with government guidelines and university requirements, policies, and procedures
• Demonstrate transparency and congruency in beliefs and actions; holds high ethical standards, integrity, and credibility, and treats all parties with fairness and respect
• Monitor on an ongoing basis, the effectiveness of the investigation process and, improves efficiencies where deficiencies are noted
• Exercises excellent judgment and discretion in dealing with highly sensitive issues

Dispute Resolution, Consultation, Advice and Referral

• With sound knowledge of University policies and procedures, as well as the principles of natural justice and procedural fairness, provide advice and guidance to students in regard to their rights and responsibilties, and appropriate procedures to follow in order to resolve complaints proceedings
• Serve as a confidential source of expert information and referral, to aid in answering individuals' questions, and assist in the resolution of concerns
• Operate in an advisory capacity, assisting students involved in academic and non-academic misconduct matters and complex proceedings within the university including participating at hearings if requested by a student
• Facilitate discussion and use informal channels to build trust, consensus and seek resolution
• Facilitate communication, dialogue, and collaborative problem-solving to identify a range of reasonable options to resolve issues or concerns
• Work with students to plan strategies and explore or evaluate options on how best to proceed with the aim to resolve disputes before escalation occurs
• Empower students to deal directly and effectively with their concerns, guiding them to advocate for themselves and through provision of an objective perspective
• Through impartial advice and administration, ensure and sustain the credibility and integrity of the Ombuds Office and processes
• Mediate complaints according to university policies or procedures or upon request of the parties to a dispute
• Ensure that procedures and criteria used in making decisions are well defined, and clearly communicated to those affected
• Conduct thorough and objective investigations regarding both individual and systemic issues with a focus on fact-finding, fairness, timeliness, and attention to detail
• Guide and assist students experiencing complex and/or conflict situations in the preparation of their cases
• Advise students of their rights and responsibilities, offer general guidance on the appropriate channel(s) of redress for any concern or complaint, and make referrals to appropriate bodies whether internal or external to the university community
• Maintain strict confidentiality of all personal information of students; does not undertake any course of action on a student’s behalf without the express consent of the individual except to the extent required by law

Investigations

• Establish intake and investigation plan to guide the initial steps of the process; determine what allegations or relevant facts are in dispute and identify potential sources of evidence
• Collect evidence from all appropriate sources including witness interviews and hard evidence (e.g., digital evidence, documentation)
• Consistently consider and adhere to university policy, principle of natural justice and fair process when collecting, assessing, and weighing evidence in support of findings
• Adhere to established timelines and hold accountable for any procedural delays
• Provide regular updates to internal clients, complainant(s), respondent(s) and their support personnel
• Prepare a final report for presentation to the client setting out the allegations, evidence, relevant procedural matters, findings (facts, credibility, and policy analysis)
• Remain well informed of all relevant legislation, policies, and enhancements to investigatory practices

Policy Review and Support

• At the request of students, review university’s compliance with its policy-mandated processes
• Regularly review the university’s processes relative to policy to instill confidence that the university regularly complies with its own policies
• Work to improve systems and develops best practices and procedures
• Review data and trends related to policy-related outcomes and identify areas of concern to university leaders
• Provide recommendations with a view to remedy an individual situation, identify any policy, procedure or practice that appears unclear, inequitable, or unfair
• Work in collaboration with university policymakers, to ensure that the rights and responsibilities of students are adequately defined in the policies and procedures and published, and that awareness of such rights and responsibilities is created and maintained
• Review, investigate, and advise regarding any gaps or inadequacies in relevant policies and procedures, which may affect the ability of students to function as members of the university community or which may compromise their human rights or the rules of natural justice; ensure these are brought to the attention of the proper administrative authority
• Review draft policies and procedures that govern the lives of University of Waterloo students or Affiliated & Federated University College students
• Serves as a expert resource and advisor on university policies, as appropriate, in support of addressing systemic issues and other areas identified through the work of the Ombuds Office

Data and Reporting

• Safeguard and keep confidential all information received in the Ombuds Office; responsible for data management, ensuring compliance with university requirements, policies, and procedures
• Entitled to access relevant information under the university’s care, custody, or control as required for the performance of the Ombudsperson’s functions
• Maintain strict, confidential records of inquiries and cases in accordance with the University of Waterloo’s information retention policy and obligations under provincial and federal law; sourcing case files for statistical analysis and/or legal obligations
• Maintain and secure information systems and determine how and to whom confidential data can be released
• Exercise discretion over whether or how to engage regarding individual, group, or systemic concerns, including bringing a concern to the attention of appropriate individuals
• Produce timely, high quality, plain-language memoranda, reports, guidance, and tools to assist with  policy interpretation, advice and to inform the university community about insights and trends to support policy and procedural reform
• Publish and communicate annual Ombuds Office Report to university leadership, the Board of Governors, and Senate, in addition to the university community in support of transparency and university values and culture, and compiles other reports for key stakeholders as required (see above)

Internal Relations and Education

• Establish communications plan and conduct outreach programs and workshops to educate the university community on the establishment and role of the Ombuds Office
• As a resource for policies and procedures – create guides, training materials, and other educational tools to assist students in understanding and exercising their rights and responsibilitiesPerforms educational outreach on topics relevat to the university community
• Works with faculties on general student-related issues and concerns
• Maintains membership in good standing and compliance with the professional standards of the Association of Canadian College and University Ombudspersons (ACCUO)
• Well-informed of relevant memberships and associations such as the Forum of Canadian Ombudsman (FCO); Ombudsman Ontario, and the International Ombudsman Institute (IOI) to stay abreast of the latest knowledge and best practices
• Consult regularly with the Waterloo Undergraduate Student Association, Graduate students Association, Staff Association, and Faculty Association to ensure the needs of the campus community are being met with respect to the mandate of the Ombuds OfficeLiaise with faculties, student residence, and other student service offices on student related issues and concerns

• University degree in a discipline associated with law, social work, conflict management, and/or ethics
• Master’s degree or professional degree (e.g., JD, LLB) in a related discipline considered a significant asset
• Formal mediation or conflict resolution training from a recognized institution (e.g., Certificate in Mediation or Conflict Resolution) is required
• Current membership with the Forum of Canadian Ombudsman (FCO) is an asset; (institutional membership to be acquired within first year of employment)
• Current clear Police Vulnerable Sector Check is a requirement of this position
• Ombudsperson experience is strongly preferred, though substantial related work experience may be considered
• 8-10 years of experience conducting dispute resolution, mediation, and negotiations
• Significant experience conducting initial intakes, discussing concerns and options, and providing institutional level recommendations
• Experience and knowledge applying relevant provisions of human rights legislation (e.g.,Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act), Freedom of Information and Protection of Privacy Act, and university obligations
• Experience within a post-secondary education setting is an asset
• Familiarity with the academic environment and an understanding of the challenges faced by students within a higher education institution
• Experience conducting investigations and reporting writing
• Experience working with people of diverse backgrounds and cultures is also desired
• Experience in the development and review of policies and procedures/guidelines preferably in an academic setting (committee process, collegial decision-making, Board of Governors, Senate, student government, residence systems etc.)
• Experience working with administrative law, tribunals, and procedural fairness
• Experience providing consultative services in managing discrimination and harassment, anti-racism; understanding of cultural diversity and needs of special populations
• Understanding of the business requirements of an academic institution, the ability to identify and respond to the needs of university departments, and the ability to interpret and revise appeals procedures
• Demonstrated leadership related to strategy development and implementation designed to support equity-deserving groups
• Ability to build trust within a diverse community, fostering a sense of equity and inclusion for all
• Strong mediation and negotiation skills including the ability to listen, synthesize relevant information, and diffuse tension
• Exceptional interpersonal skills to build trust and rapport, and maintain neutrality when dealing with a variety of scenarios
• Proven strength in building and maintaining strong relationships with students
• Experience building collaborative relationships with diverse stakeholder groups and senior leadership; providing guidance on a wide range of complex and diverse legal, procedural, and regulatory matters
• Robust communication skills, both written and verbal, with the ability to express ideas clearly and concisely, including effective public relations and speaking skills
• High degree of understanding in procedural fairness and equitable practices
• Exceptional analytical skills to assess complex situations with effective decision-making abilities to guide a fair and impartial process that comprises accurate evidence assessment
• Proven organizational and time management skills to deal effectively with multiple demands, conflicting priorities, and deadlines
• Knowledge of the Association of Canadian College and University Ombudspersons (ACCUO) and Ombudsman Ontario, along with the Forum of Canadian Ombudsman (FCO), and the International Ombudsman Institute (IOI)
• Computer literacy in MS Office Suite in a windows environment

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion.  As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca  or 519-888-4567, ext. 45935.