The University of California Ombuds (UC Ombuds) has released an updated Declaration of Best Practices document, which provides guidance on program development and establishes recommended practices for both individual campus offices and systemwide Ombuds programs. The previous version was issued in 2017; this update addresses a range of issues and emerging challenges affecting the UC community.
The document is intended to articulate professional best practices, educate the community about the role of Ombuds Offices, encourage campus communities to reserve the title “Ombuds” for professionals who adhere to recognized standards of practice, and promote operations that are consistent with the profession’s established principles and ethical standards across all UC Ombuds Offices and the administrations that oversee them.
According to the UC Ombuds, the following are considered best practices:
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“It is essential that the Ombuds be a dedicated employee of the organization whose primary professional allegiance is to the institution/campus Ombuds Office. The Ombuds must be actively engaged in working with visitors and interacting with leadership on multiple levels. The organization gains the most value when the Ombuds is able to draw on the institutional knowledge and understanding of organizational culture which comes from the day-to-day interactions of being an employee of the Institution and providing direct service. All Ombuds should be salaried, career employees hired through an open and fair process with input from relevant constituent groups.”
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“The leader to whom the Ombuds reports should support the Ombuds Office’s adherence to these best practices. The reporting relationship should only be for administrative and budgetary purposes and not for any information regarding the content of confidential meetings. Staff within the Ombuds Office should not report to any external third party.”
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“Ombuds Office staff, including the Ombuds, do not have the authority or the duty to take action or respond to particular issues on behalf of the Institution, nor are they authorized to receive notice on behalf of the University. “
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“The Ombuds Offices do not act as an advocate for any party in a dispute, nor do they represent University administration or visitors to their Office.”
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It defines “UC ombuds as neutrals who meet the definition of mediators under the California Evidence Code and whose communications with visitors are for the purpose of initiating, considering, or reconvening a mediation or retaining the Ombuds, and thus assert the mediator’s privilege for all communications with visitors.”
“It is important to celebrate the work done by members to highlight the dynamic professional situations we find ourselves in. While specific to the UC system, this is a great example of the importance and power of educating users” said IOA President Jenn Mahony.
IOA Board Member and UC Merced University Ombudsperson participated in the drafting and noted “The UC Ombuds community meets frequently and this update has been an important focus on our recent work. We hope other ombuds in Higher Education find it informative. We also welcome others' use of the language for internal policies and/or to help educate leadership”.
The Declaration also confirms the four principles of practice and notes that the UC Ombuds adhere to IOA’s Standards of Practice and Code of Ethics.
The University of California Ombuds' updated Declaration of Best Practices is a meaningful contribution to our profession. It reflects decades of experience, thoughtful collaboration, and a genuine commitment to helping organizations understand and strengthen the organizational ombuds function. Resources like this help educate leaders, support new programs, and encourage important conversations about effective ombuds practice. ⠀ The Declaration also illustrates an important distinction. It affirms the International Ombuds Association's Standards of Practice and Code of Ethics while expanding upon them to reflect the University of California's unique institutional environment and experience. That distinction is worth celebrating. ⠀ The IOA Standards of Practice and Code of Ethics provide the shared professional foundation that unites organizational ombuds across sectors, industries, and countries. Best practices, however, often reflect the unique needs, culture, governance, legal environment, and operational realities of a particular institution. Those best practices may appropriately differ from one organization to another while remaining firmly grounded in the same professional principles. ⠀ As organizational ombuds programs continue to expand across higher education, healthcare, corporations, nonprofits, government agencies, and international organizations, we are seeing increasing diversity in how programs are structured and supported. That evolution reflects the reality that organizations have different needs and face different challenges. ⠀ Perhaps the most important question for our profession is not whether an in-house, external, contract, or other ombuds program structure is preferable to another, but whether a program enables an ombuds to consistently uphold the principles of independence, confidentiality, impartiality, and informality that define organizational ombuds practice. ⠀ No organizational structure, by itself, guarantees that outcome. Rather, it is the design of the program, the support it receives, and its faithful adherence to the Standards of Practice and Code of Ethics that ultimately determine its credibility and effectiveness. We are proud of the work we are doing as UC Berkeley’s staff ombuds provider, building on a tradition started in 1984. ⠀ As IOA continues highlighting thoughtful resources like the UC Declaration, there is also an opportunity to celebrate the diversity of organizational ombuds programs that uphold those same shared standards in different organizational contexts. Doing so reinforces both the strength of our common professional foundation and the flexibility organizations need to design programs that best serve their communities. ⠀ Our profession has always grown through collaboration, thoughtful dialogue, and a shared commitment to core principles. Continuing to learn from one another while recognizing that there may be more than one effective path to achieving those principles will strengthen the profession and expand access to trusted organizational ombuds services for years to come. ⠀ Liz Hill and Chuck Doran, MWI