Systems and processes












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            12a: So you Zoomed the Ombud.. What changed?- Revisiting Ombud services outcomes

            Franco Parrella (Australia)

            Particularly during our current Covid times, where more and more (Australian) universities

            ‘flexible learning’ methods, it is time to review how students find us, how we describe ou
            report back on our value. The presentation includes a synopsis of my approach to reviewing
            work is defined and measured, and why outcomes measures are important in describing our va

            The aim is to share some of my experiences, challenge our thinking about how we measure ou
            assist colleagues in similar roles to either validate their own approaches and reporting s

            stimulate discussion and change.
            Presenter(s):
            Franco Parrella: As the Student Ombud, my role is to act independently and impartially to 

            whether all avenues available to investigate and/or resolve student(s) concerns have been 
            to act as an ‘Advocate for Fairness’, not the University, nor an individual, per se. I can
            decision of the University. I can, however, make recommendations regarding improvements to

            practices, policy or procedures if I believe they may be negatively impacting on students.
            ask the University to reconsider its position in some circumstances and/or make suggestion
            conciliate/resolve matters. I also report back on trends and ongoing challenges and system

            may negatively impact on students.



            12b: Navigating hierarchy in Higher Education Institutions – the Ombuds perspective
            Ursula Meiser (Germany), Ryan Smith (United States of America)


            The nature of the academic environment leads to a prevalence of hierarchical structures. A
            has been documented within the higher education and organizational literature (Lang, 1984;
            Vanstone &Grierson, 2021). This academic hierarchy reflects stratification within the orga

            may reflect and further perpetuate social stratification externally (Acker, 1990). The rol
            ombuds is to assist members of an academic community in navigating grievance, conflict, an
            By their nature, these issues are often rooted in issues of hierarchy. While this looks di

            undergraduate and graduate levels, hierarchy can play a significant role in student succes
            at the university level. We want to present our findings about hierarchy within universiti
            Germany and the United States, as well as the role that Ombuds play as they work with stud

            navigate hierarchy and bureaucracy within increasingly large and complex organizations.

            Presenter(s):

            Ursula Meiser: Ombuds for Teaching and Doctoral Degree Studies at the University of Stuttg
            She is a trained mediator, member of ENOHE and a member of the speakers’ team of BeVeOm, t
            Network in Higher Education. She holds an MA in Political Science and Italian Studies and 

            Social Sciences from the University of Stuttgart. Her recent research is on hierarchy and 
            power as well as discrimination and diversity issues in the higher education context.


            Ryan Smith: Assistant University Ombudsperson at Michigan State University in East Lansing
            the United States. He holds an MA in international development and a doctorate in higher e
            from the University of Denver. His research interests include historical andcomparative an

            conflict resolution, and educational systems.