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 provides 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 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.

The Assistant Ombudsperson will act as the first point of contact for the Ombuds Office and is responsible for receiving visitors, triage of concern(s), and attempts to resolve issues quickly through communication before escalating them to the Ombudsperson. Key duties include intake, complaint analysis, identifying relevant issues, providing information to complainants, and determining if a complaint falls within the jurisdiction of the Ombuds Office, potentially referring cases to appropriate channels when necessary.

Intake Coordination

• Receives and documents complaints from visitors via phone, email, or in person, gathering necessary details about the issue and the complainant's concerns
• Maintain correspondence through the Ombuds Office email and ensure responses are made promptly
• Educates complainants about the Ombudsman's role, complaint process, and potential outcomes
• Analyzes complaints to identify the key issues at hand and determines if they fall within the Ombuds Office mandate
• Analyzes complaints to identify main issues and flags complaints which are judged to be exceptionally serious, sensitive, high profile or systemic in nature When necessary, escalate complex, sensitive, high profile, systemic, or unresolved complaints to the Ombudsperson
• If complaint falls outside the mandate of the Ombuds Office, refers the visitor to the appropriate office or provides guidance on alternative avenues for redress

Early Resolution

• Identifies and explains relevant university processes and policies
• Facilitates discussions and use informal channels to seek resolution
• Works with students to plan strategies and explore options on how best to proceed
• Clarifies goals and promotes problem-solving
• Empowers students to deal directly and effectively with their concerns
• Listen and provide an objective perspective

Case and Records management

• Creates and maintains comprehensive and accurate case file documentation, ensuring all relevant information is documented, scanned, and transferred to the case management system 
• Maintains the confidentiality and privacy of personal information
• Monitors complaint/case file documentation and background follow-up information, ensuring all information is accurate, complete and appropriately documented
• Monitors student cases and maintains records to allow for constant analysis of trends
• Assists the Ombudsperson and collaborates on case file investigations, providing background information, document preparation and research support and input to support escalated case file resolution
• Builds effective and trusting relationships with students and the broader University community, to probe and resolve sensitive and potentially contentious issues
• Manages relationships with diverse group of stakeholders, ensuring deliverables and expectations are effectively managed and any issues are resolved

Promotion of the Office

• Assists the Ombudsperson with activities that promote the Ombuds Office on campus
• Communicates effectively with University community members to emphasize the importance of the Office and its role at the University

• University degree in a discipline associated with social science, law, social work, conflict management, and/or ethics or an acceptable combination of education, training and experience
• Formal mediation or conflict resolution training from a recognized institution (e.g., Certificate in Mediation or Conflict Resolution)
• Current clear Police Vulnerable Sector Check is a requirement of this position
• 3-5 years of experience conducting initial intakes, discussing concerns and options
• Experience using case/complaint management systems (CMS)
• Familiarity with the academic environment and an understanding of the challenges faced by students within a higher education institution
• Experience within a post-secondary education setting is an asset
• Experience working with people of diverse backgrounds and cultures is also desired
• Demonstrated commitment to customer service and quality principles in service delivery
• Demonstrated ability to work with and respond effectively in a diverse population
• Integrity and commitment to fairness
• Demonstrated ability to communicate with individuals who are distressed, emotionally distraught or who may require special accommodation
• Excellent communication and interpersonal skills
• Strong analytical skills
• Conflict resolution and mediation skills
• Detail-oriented approach to record keeping and case management
• Knowledge of University policies and procedures
• Ability to work independently and as part of a team

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.