Welcome
to the Ombuds Office
for the Poway Unified
School District
MISSION: The Poway Unified School District is committed to providing the services of a parent, student, and community ombudsperson with special attention to the areas of diversity, human relations, and equity.
The Ombuds Office will assist people by providing a confidential and impartial alternative for assistance with informal complaint resolution, problem solving, and communication.
The Ombuds Office as currently structured is focused on the concerns of parents, students, and community members in the areas of diversity, human relations, and equity. Thus the emphasis is on parents, students, and members of the community. However, a particular issue brought by a parent or student may involve an administrator, a teacher, or support staff, and such individuals are also welcome to see the ombudsperson.
What is an Ombudsperson? (om-buds-person)
The term "Ombudsman" comes from Sweden about 200 years ago. In 1809 the Swedish Parliament appointed an ombudsman to settle difficult problems that arose during the absence of the Swedish King who had been kidnapped for ransom. Ombudsman or Ombudsperson is defined as "a person who investigates complaints, reports findings, and mediates fair settlements . . ." [more on the history of ombudsing]
What Does the Ombudsperson Do?
The Ombudsperson is a designated neutral who listens, answers questions, receives and provides information, suggests referrals, and helps people to develop options to help resolve concerns or conflicts. The emphasis is on exploring ways for individuals to help themselves, i.e., the person retains control of his/her options and no solutions are imposed.
The Ombudsperson follows The Ombudsman Association (TOA) Code of Ethics and its Standards of Practice. These place an emphasis on the three bedrock principles of neutrality, confidentiality, and independence.
The Ombudsperson . . . .
Listens to your questions, complaints, and concerns.
Follows up on each request for assistance.
Tries to answer your questions or helps you find the person who can.
Remains impartial to all.
Keeps information confidential.
Serves as an alternative communication channel.
Explains District policies and procedures and how they affect you.
Provides options for resolving problems and concerns.
Seeks fair and equitable solutions to problems for all concerned.
Uses shuttle diplomacy or mediation where appropriate.
Recommends changes in District policies and procedures when appropriate.
The Ombudsperson does NOT . . . .
Take sides.
Breach confidentiality.
Make policy or formal decisions.
Take action without permission from the person visiting his/her office.
Resolve non-school related issues.
The Ombudsperson CANNOT . . . .
Address grievances that are part of formal litigation or formal grievance procedures or investigations already underway.
Give formal legal notice to the Poway Unified School District regarding grievances, complaints, or concerns.
Testify in formal or legal actions.
Conduct formal investigations.
What Should I do First Before Contacting the Ombudsperson?
You may contact the Ombudsperson at any time about your concerns, but it is strongly recommended that you follow these steps first:
Complaints
Involving an Individual Teacher:
Contact the teacher first and try to resolve the problem informally.
If this fails, contact the appropriate vice principal or principal. If
this also produces unsatisfactory results or you are uncertain about how to
proceed, you may contact the Ombudsperson for assistance.
Complaints
Involving an Administrator or School:
Contact the principal and
attempt to resolve the problem informally. If this does not produce
satisfactory results or you are uncertain about how to proceed, you may
contact the Ombudsperson for assistance.
Issues and Problems Involving Board of Education policies or administrative procedures: Contact the principal or appropriate district administrator or call the Ombudsperson for assistance.
What
Do Impartial and Informal Mean?
IMPARTIAL means that the ombudsperson does not favor any side, position, or person in a dispute or misunderstanding. The Ombudsperson does not represent or advocate for visitors to his/her office -- they are not his/her clients. An ombudsperson is an advocate for FAIR PROCESS.
INFORMAL means that your problems, issues or concerns will be discussed "off the record" and not through official or formal channels. This permits you to explore your concerns and options in privacy. For many problems, this informal approach is highly effective and leads to satisfying results for all concerned. However, if you decide that you prefer to use a different approach, all formal complaint or grievance procedures are still available to you.
Because using an Ombudsperson is an informal process, contacting the Ombuds Office does NOT constitute formal legal notice to the District and any time requirements for filing complaints remain in effect.
Ombuds Office as Information Resource
One of the important functions of the Ombuds Office is to help individuals seek information to help them solve particular problems. Often parents and students are unclear about District policies and procedures (including appeals). The Ombudsperson can help individuals become familiar with such policies and procedures as part of the options provided to help people solve particular problems or deal with specific concerns.
Many are also unaware of the various resources available at the District Office or within individual schools. Just one example is the District Resource Directory which is "A Handbook of Counseling Agencies" published in October 2000 that provides a partial listing of agencies and individual providers in this field.
