Student Ombudsperson

Kent State•Kent, OH

5d•$86,249 - $103,148•Onsite

About The Position

The Student Ombudsperson assists current, former, and potential students with university-related concerns, complaints, and grievances by interpreting university policies and procedures and using formal and informal resolution strategies. The role provides impartial, confidential mediation and conflict-resolution support, advises university personnel on student-related conflicts, and helps develop effective resolutions for complex and sensitive issues. The position also promotes the Office of the Student Ombuds, supports policy and procedure review, serves on the Care Team and other relevant university committees, and tracks office usage and complaint outcomes for assessment. The position reports to the Senior Vice President for Student Life and is based at Kent Campus in Kent, Ohio.

Requirements

Master’s degree in higher education or a relevant field.
Seven years of experience in higher education.
Knowledge of FERPA, university policies and procedures, university resources, university organizational structure and academic governance, and conflict-resolution and mediation techniques.
Skill in student-centered customer service; written, verbal, and interpersonal communication; managing multiple issues, projects, and assignments; basic helping skills, including recognizing behavioral distress signals; handling sensitive and personal information; partnership-building; evaluating, interpreting, and applying complex academic and non-academic requirements and policies; and tactfully handling confrontation.
Ability to maintain confidentiality and impartiality; apply a broad institutional perspective and proactive leadership style that encourages cooperation; work independently and as part of a team; analyze situations and develop solutions; navigate complex organizational hierarchies; demonstrate sensitivity to a diverse community; and apply knowledge of Kent State University policies, systems, and organizational structures to ensure compliance.
Must pass a security check.

Nice To Haves

Terminal degree.

Responsibilities

Assist current, former, and potential students in resolving university-related concerns, complaints, and grievances using policy interpretation and formal or informal resolution strategies.
Keep current with university policy and procedure changes and review and recommend changes when appropriate.
Serve as a mediation resource and consultant to faculty, staff, and administrators handling challenging student-related conflicts; assess situations, recommend resolution strategies, and facilitate or coordinate mediation when appropriate.
Facilitate impartial, confidential mediation and conflict resolution between enrolled students, supporting participants in clarifying concerns and interests, communicating effectively, and reaching mutually acceptable resolutions.
Promote the Office of the Student Ombuds through presentations and outreach programs.
Respond to and advise university academic and administrative personnel at all levels.
Interpret and apply academic and non-academic policies, regulations, and issues affecting students, including student conduct, academic progress, due process, grade grievances, financial aid, campus safety, registration, Bursar’s accounts, and catalog interpretation.
Develop and support the implementation of informal and formal strategies to help students resolve university-related concerns and issues.
Guide, manage, and collaborate on significant and sensitive situations through resolution.
Serve on the Care Team for students of concern and on other university committees consistent with the position.
Track and report student, faculty, and staff use of the office and complaint outcomes for assessment purposes.
Perform related duties as assigned.