Ombudswork in higher education: a practical guide appeared July 1st.
The author, Lies Poesiat, ombudsman for students and staff of VU University Amsterdam since 2007 and prior to that ombuds of the University of Amsterdam, discusses in this publication the implementation and context of the ombuds function, the everyday practice (and cases) of an ombuds and international differences in terms of mandate and powers.
She deals with questions like:
- how can ombudsmen carry out their work correctly and effectively?
- What kinds of complaints do they investigate?
- How do they deal with complainants and respondents?
- Should complaints of students and employees be handled differently?
- And how do ombudsmen maintain impartiality?
This book is not only relevant to Ombuds worldwide, but is also an insightful read for administrators, policy staff and potential users of the Ombuds service.
Poesiat served on the steering committee for the European Network for Ombuds in Higher Education (ENOHE) for many years, is co-founder and former chair of the Dutch Association of Higher Education Ombudsmen (VOHO) and gives lectures about her work both nationally and internationally.