Eliane Markoff
University Ombuds
Bentley University & Trinity College

What inspired you to pursue the role of an ombuds?

I was on the board of Wheelock College and a professional mediator then when the President asked me if I would take the role of Ombuds as we started considering a merger with another university.

How long have you been working as an ombuds, and how has your role evolved over time? Please also describe your current role and the type of work you focus on.

I have been an ombuds since 2016. My role evolved from being a mediator and an Adjunct faculty member teaching both undergraduate and graduate courses to being asked to launch an ombuds office for the school.

What helps you stay prepared and effective in your role?

Experience, age, and practice!

What is one lesson or insight you’ve gained from your work as an ombuds? 

It is challenging being impartial and neutral, and it is very critical to always be aware of your biases. We are human.

What do you find most rewarding about working as an ombuds?

The positive feedback I receive as well as the special connections I make with individuals. I also enjoy challenging cases, especially when many tried unsuccessfully to solve them. I am then approached as a last hope for resolution.

Can you share any challenges you’ve faced in your ombuds role and how IOA has helped you navigate or respond to those experiences? 

The most significant challenge is to make sure individuals truly understand the neutrality and impartiality of the role of the Ombuds. Individuals sometimes see the Ombuds as an advocate for them. The other challenge is that my style is to be proactive, yet many expect the ombuds to be reactive.

What practices or habits help you manage stress and support your well-being while working in the ombuds profession?

Watching classical movies and walking in the sun allow me to relax and enjoy the moments. I also enjoy playing backgammon.

How has being a member of the International Ombuds Association added value to your work or professional growth?

It has been very helpful and empowering to read your emails and gain new perspectives. It also gave me additional confidence as a member, and I especially appreciated the opportunity to present at the last IOA conference.

What guidance would you give someone interested in starting a career in the ombuds profession?

I would encourage individuals to be proactive in reaching out to their colleagues. I was pleasantly surprised with the feedback received when I created the landscape to empower individuals to address challenging situations in a timely and constructive manner.