Assistant Director - Student Conflict Resolution/Ombuds

About the Role

The Student Ombuds plays a meaningful role in supporting student success by serving as a trusted resource for students navigating challenges, resolving concerns, and strengthening communication within the university community. This position provides a unique opportunity to make a positive impact through conflict resolution, consultation, mediation, and problem-solving while helping students better understand their options and effectively address issues that affect their educational experience.

The role fosters constructive dialogue, promotes understanding, and contributes to a campus environment where students feel heard, supported, and empowered. In addition to working directly with students, the Student Ombuds collaborates with faculty and staff to encourage creative solutions and effective communication across the university. The position also provides opportunities to shape institutional improvement through outreach initiatives, educational programming, and leadership of the Ombuds Fellowship Program.

Responsibilities

• Provide confidential, neutral, independent, and informal consultation to students seeking guidance related to their university experience.
• Assist students in understanding university policies and procedures, exploring options, managing conflict, and navigating university resources.
• Provide conflict coaching, mediation, facilitated dialogue, and other alternative dispute resolution services to support constructive communication and informal resolution.
• Listen objectively to concerns, assist individuals in identifying appropriate options, and provide referrals to campus and community resources as needed.
• Collaborate with Student Rights and Accountability and other university partners on educational resolution pathways, restorative practices, and initiatives that support student success while maintaining the Ombuds Office's independent and informal role.
• Oversee the development of the Ombuds Fellowship Program and other initiatives that promote communication, conflict management, and student engagement.
• Design and facilitate workshops, trainings, and presentations related to conflict resolution, mediation, negotiation, communication, civility, and related topics.
• Develop educational resources and outreach materials, maintain office communications and web content, manage the office budget, and oversee program assessment and evaluation.
• Monitor emerging research and best practices in Ombuds practice, conflict resolution, restorative practices, and student development.
• Collect, analyze, and report anonymous, aggregate data and prepare an annual report highlighting case trends, outreach efforts, and organizational observations.
• Coordinate outreach and educational activities that increase awareness and accessibility of Ombuds services across the university.
• Consult with students, faculty, staff, and campus partners to promote creative problem-solving, effective communication, and collaborative approaches to resolving concerns.
• Identify emerging trends and systemic concerns through anonymous, aggregate data and use those observations to inform opportunities for continuous improvement of the student experience.
• Build collaborative relationships across campus and serve as a resource for fostering constructive conflict engagement and informal problem solving.
• Manage and mentor employee(s) and student leaders, including recruitment, onboarding, employee support, training, and providing professional growth opportunities.
• Complete other duties required to effectively develop, assess, and manage all aspects of conflict resolution/Ombuds programs, ensuring program effectiveness, strategic planning, and expanding programming and support to meet campus community needs.

Requirements

• Graduation from an accredited institution with a master’s degree in a related discipline or a combination of a B.S. or B.A. in a related field of study and experience totaling 6 years.
• Prior formal, basic mediation training.
• At least 3 years of experience utilizing conflict resolution and/or mediation techniques and skills with individuals and/or groups in complex and/or difficult cases.
• Examples of qualifying combinations:
  • Master's degree in a related discipline + formal mediation training + 3 years of conflict resolution/mediation experience.
  • Bachelor's degree in a related field + 2 years of related professional experience (6 years total when combined with the 4-year bachelor's degree) + formal mediation training + 3 years of conflict resolution/mediation experience.
  • Bachelor's degree in a related field + 5 years of related professional experience + formal mediation training + 3 years of conflict resolution/mediation experience.

Preferred Qualifications

• Completion of the International Ombuds Association (IOA) “Foundations of Organizational Ombuds Practice” training or a 40-hour mediation course or a Certified Organizational Ombuds Practitioner.
• Three or more years of experience as an ombuds or in a related dispute resolution field managing cases with the highest degree of complexity and sensitivity.
• Professional experience in or working with students in higher education settings.
• Training in ADR and Restorative Justice models.
• Experience researching, gathering, and analyzing data regarding trends, practices, policies, procedures, and campus climate issues.
• Thorough understanding of university mission, vision, goals, objectives, resources, infrastructure, policies, procedures, and practices, and understanding of applicable employment and academic laws, rules, regulations, policies and procedures, research methods, techniques, and/or sources of information.

Knowledge

• Knowledge of the university, its structure, culture, policies, and practices.
• Knowledge of the nature of conflict, basic mediation and negotiation best practices, and other conflict resolution/restorative justice methods.
• Knowledge of how decisions might impact individuals, as well as other stakeholders and the university/college.
• Sensitivity in dealing with individuals from a wide variety of backgrounds and cultures; openness, objectivity, and the ability to understand issues from multiple perspectives.
• Innovation in developing options that are responsive to differing needs.
• Knowledge of managerial, leadership, and team management and development in higher education.
• Expert knowledge of the appropriate role of the Ombuds, including International Ombuds Association’s standards of practice and alternative dispute resolution theories, principles, practices, and techniques.

Skills

• Outstanding interpersonal communication.
• Program development and implementation.
• Supervising and working with direct reports and student interns.
• Problem-solving and strategic decision-making, especially under pressure and in conflict situations.
• Professional networking and collaboration.
• Providing training, workshops, and presentations to varied audiences.
• Excellent organizational skills.
• Data collection, assessment, and compelling reporting.

Abilities

• Maintain a professional demeanor.
• Organize and communicate information to varying campus groups effectively.
• Gather information, analyze it, and help the campus community develop appropriate options and actions.
• Deal calmly, fairly, effectively, and in a timely fashion with all campus members.
• Be open, objective, and seek to understand issues from multiple perspectives.
• Develop options that are responsive to differing needs.
• Maintain confidentiality.
• Operate a program effectively and with minimal supervision.
• Function with a high degree of autonomy requiring both independence and freedom to act within the context of casework.
• Engage in reflective discussions and critique within the Ombuds team.
• Design and facilitate classes, workshops, or training related to communication or conflict management.
• Demonstrate tact and multi-partiality.
• Work both independently and collaboratively in a team environment.