Associate Ombudsperson at University of Massachusetts Amherst in Amherst, Massachusetts

Job Description:

Job no: 526859

Work type: Staff Full Time

Location: UMass Amherst

Department: Ombuds Office

Union: Non-Unit Exempt

Categories: Administrative & Office Support, Counseling/Health/Wellness

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

About the Ombuds Office

The UMass Ombuds Office was established in 1969 through the faculty senate and is one of the oldest public University ombuds offices in the country. The office supports faculty, staff, and students with conflicts and concerns on university related issues and practices in accordance with the International Ombuds Association standards of practice. The University Ombudsperson reports directly to the Chancellor and provides insights on climate and themes. The office supports the University's values of excellence, engagement, intellectual creativity and innovation, respect, sustainability, integrity and transparency, and equity, diversity, and inclusion.

Job Summary

The Associate Ombudsperson provides confidential, impartial, and informal assistance to faculty, staff, and students, functioning as a neutral party promoting effective communication and fair practices. The Associate Ombudsperson exercises discretion when responding to individual matters or systemic concerns, handling all matters with the strictest confidence to the extent permitted by law. This position supplements the University's existing resources for formal conflict resolution and functions independently of existing administrative structures.

Essential Functions

• Provides impartial, informal, equitable, and confidential conflict resolution services to campus community members with a university-related concern through individual consultations, group sessions, informal mediations, conflict coaching, and workshops.


• Refers clients to Human Resources, Employee Counseling and Consultation Office, Equal Opportunity and Access, Dean of Students, Center for Counseling and Psychological Health, Academic Deans, and other appropriate resources. Follows up on concerns as needed. Consults with campus leaders, department managers, and appropriate individuals to develop cooperative strategies for resolving concerns and complaints.


• Acts as a liaison between individuals or groups and the campus administrative structure, and when appropriate, facilitates group meetings, conducts informal mediations, uses shuttle diplomacy, or assists with informal negotiations to facilitate communication among parties in conflict.


• Provides early warnings to Ombudsperson and/or Chancellor's Office designee regarding areas of potential organizational concern, delivers upward feedback, analyzes systemic needs for improvement.


• Proposes systems' change recommendations to the Ombudsperson as a means of advancing the office's ongoing promotion of open communication and fair/equitable conflict resolution practices throughout our campus community.


• Presents highly sensitive and/or critical issues, without attribution, that surface due to gaps between stated institutional goals and actual practice to the Ombudsperson in effort to provide insights into the campus climate and support leadership to address issues facing the community


• In partnership with the University Ombudsperson, conducts training programs on dispute/conflict resolution, communication skills, collaboration, and related topics.


• Conducts outreach to communicate the purpose of the ombuds role and increase the visibility of services across campus.


• Develops educational and outreach materials/content that engage student populations.


• Develops and maintains effective working relationships with campus partners, a critical function for providing effective ombuds services.


• Promotes an inclusive and equitable campus culture and climate through relationship driven ombuds work and collaborating with campus partners on areas of concern.


• Exercises sound judgement, responsible decision making, and upholds a high degree of integrity in all job functions as an Associate Ombuds.


• Advances a learning culture around conflict competence and finds innovative ways to build capacity amongst faculty, staff, and students for these skills.


• Supports the Ombudsperson's preparation of the annual Ombuds Office Report by providing data concerning, but not limited to, emerging issues or concerns, patterns, or problem areas in existing policies/practices.


• Actively tracks developments relevant to the University and the field of higher education.


• Remains current on critical ombuds issues and best practices. Participates in workshops, webinars, courses, and conferences to enhance ombuds skills.

Other Functions

• Performs other duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Bachelor's degree and five (5) years of experience in advising, counseling, training, alternative dispute resolution or similar experience. A Master's degree in conflict resolution, higher education, counseling, or a related field may be substituted for two (2) years of the required experience.


• Knowledge of professional ombuds standards.


• Demonstrated ability to deal with and analyze sensitive, complex, confidential matters and to respond in a thoughtful, respectful, and unbiased manner.


• Excellent interpersonal and problem-solving skills.


• Excellent listening and communication skills


• Excellent writing and presentation skills.


• Excellent organizational skills and competence with current standard office technology and software.


• Experience supporting others navigate policies and procedures.


• Experience conducting training sessions.


• Working knowledge of applicable laws governing confidentiality and protection of information (e.g., FERPA, HIPAA, ADA).


• Demonstrated cultural competency and appreciation for diversity.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Master's degree.


• Prior mediation, facilitation, coaching, or conflict resolution training and experience.


• Prior experience designing and facilitating workshops.


• Prior experience conducting education and outreach with student populations.


• Understanding of higher education structures, policies, and norms.


• Demonstrated experience with developing effective working relationships with a broad range of campus partners.

Physical Demands/Working Conditions

• Typical office environment.

Additional Details

• This position reports to the University Ombudsperson.

Work Schedule

• Monday - Friday, 8:30 am - 5:00 pm (40 hours per week).

Salary Information

Level 27

Exempt Hiring Ranges

Special Instructions to Applicants

Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references. Applications will be reviewed on a continuous basis until the position is filled. Early submissions are encouraged.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Mar 28 2025 Eastern Daylight Time

Applications close: Jun 29 2025 Eastern Daylight Time

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