Ombudsperson

Who is your Ombudsperson?

Meet Carissa Ciampaglia, Graduate Ombudsperson and Certified Mediator!  

Carissa grew up in rural America in a low socioeconomic class household. She completed her BA in 2011, majoring in Studio Art and Psychology. She then traveled throughout the United States and Europe, and lived abroad for over a year in Sarajevo, Bosnia. This is where Carissa found a passion for understanding and resolving conflict as a transformative process. She then moved to CA and completed a master’s degree in Conflict Resolution, Negotiation, and Peace Building. While maneuvering through her educational journey Carissa worked as a registered behavior therapist, a small claims court and community mediator. She then worked in a non-profit organization providing services to the Los Angeles unhoused population, where she started a new role as an organizational ombuds. During this time, she obtained her certification in California as a mediator and began working toward her Organizational Ombuds credentials from the International Ombuds Association. 

How do you engage the Ombuds?

Currently the Ombuds main office is located at the Herman B Wells library in the Graduate School Offices). While you are always welcome to walk-in, you may find it easier and more convenient to reach out via email at ombuds@iu.edu or via phone (Office: 812-855-4153). If needed, the Ombuds can be flexible with the meeting space and will work with you to ensure a confidentiality.

While the Ombuds takes all concerns and inquiries seriously, they request that you keep information through these platforms to a minimum as confidentiality is not guaranteed. The Ombuds is happy to answer any questions you may have to the best of their ability.

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Communication - the Human Connection - is the key to personal and career success." Paul J. Meyer

What is an Ombuds?

Ombuds help manage risk and assist people at all levels of an organization with navigating complex relationships, policies and learning or work environments – while working to instill respect and civility and a concern for equity in the community, organization and professional relationships. 

An ombuds acts as a no-barrier, first-stop when seeking information and insight from a trusted advisor who is independent, impartial, confidential, and informal. An ombuds is a safe, credible, accessible, and voluntary resource. They deal with the widest range of concerns and/or conflicts within a university setting, exploring and analyzing all options. 

Ombuds can empower you to overcome disputes, conflicts, and barriers that stand in the way of reaching your full potential. Ombuds complement traditional HR, legal and compliance channels and departments, and help build a culture of engagement that can save costs and improve the learning environment.  

What does an Ombuds do?

Ombuds offer a safe place that permits confidential communications. They provide a space for individuals to discuss options and process before they take action. They listen and help frame issues to navigate a broad spectrum of situations and issues. They act as a confidential resource to discuss options for reporting misconduct or managing and resolving conflicts. They conduct coaching, mediation and dispute resolution if needed.

Ombuds can help by:  

  • Analyzing a problem and identifying options. 
  • Explaining relevant policies and procedures.  
  • Clarifying the channels available to follow.  
  • Providing neutral, confidential advice.  
  • Assisting parties in resolving disputes. 

What are the Standards of Practice?

INDEPENDENT - An ombuds is not part of the management of an organization and does not represent the individuals they work with.  

IMPARTIAL - An ombuds does not take sides and instead works to develop options to address or surface issues that support empowerment and fair process -- for those seeking assistance and for the organization.  

CONFIDENTIAL - An ombuds will protect your identity and the confidential information you share, unless the ombuds determines there is an imminent threat of serious harm.  

INFORMAL - Visiting an ombuds doesn’t trigger a formal investigation often typical of HR or legal processes. Speaking with an ombuds is always off-the-record. Ombuds do not retain permanent records of confidential communications. 

Common Questions and Concerns

Ombuds are confidential to the fullest permissible by law. We do not reveal the name of anyone who contacts the Ombuds Office unless you give us explicit permission to do so. We regularly dispose of any notes or correspondence related to our interactions with visitors. The ombudsperson can provide greater clarity if necessary.

There is no wrong reason to contact the ombuds. We are here to assist you with any type of challenge, dilemma, or question you may have related to your life and/or work at the University. If, for some reason, an issue is outside of our scope of service, we may offer a referral to another resource.

Nothing – unless we’ve discussed and agreed upon a specific action you’d like us to take (for example, reaching out to an office to gather information on your behalf). Ombuds are an informal resource, and not an office of notice or an office of record. This means that you may share information with the ombuds before deciding what action you want to take.

Ombuds do not keep records containing specific or identifiable information about those we meet with. We regularly dispose of anything containing such information (email correspondence, calendar appointments, notes, etc.). While the Office of Ombuds Services makes every effort to maintain information confidentially to the fullest extent of the law, we discourage disclosing sensitive information through email as e-mails to or from our office may be considered public records and subject to disclosure.

Ombuds are comfortable with tears and strong emotions. We recognize they are a normal part of the human experience. We strive to create a space where you can feel safe expressing whatever feelings come up for you and offer basic self-care items.

The Ombuds Office is a great place to start! Our stories are rarely simple and organized. Simply sharing your experiences may help you find increased clarity. When there are long-standing issues or concerns, it may be helpful to meet with an ombuds more than once.