’s School of Nursing recently hosted a virtual fireside chat titled “Understanding Advocacy from an Ombuds’ Perspective,” featuring keynote speaker Jen Amano, associate university ombuds at University of Noth Carolina (UNC) Charlotte and former associate director of community standards and student conduct at .
The event, moderated by Damien Germino, associate dean of operations in the School of Nursing, explored the essential role ombuds play in higher education. The webinar aimed to provide attendees with a deeper understanding of how ombuds support students through confidentiality, neutrality and impartiality.
Creating Safe Spaces for Students
Amano explained how ombuds offices provide unique support to students navigating the complex university environment.
“I think one of the main things that is appealing about the ombuds office is that we try and create a safe space by being confidential and off the record,” Amano said. “And then also when we talk about power imbalances, being able to surface issues on behalf of the students with this protection of their identity. We have kind of a shield in that way, but we can also be very active.”
For undergraduate students, this confidentiality proves especially valuable. Many experience anxiety when disclosing information about difficult situations they’ve encountered. Ombuds provide a trusted resource where students can speak freely without fear that their information will be shared.
The Path to Becoming an Ombuds
Amano shared her professional journey with attendees, highlighting how her background in student affairs prepared her for her current role.
“Starting with resident life and moving on to more of student conduct, which was the focus of my position at , I had built up almost a decade of student-facing experience,” Amano said. “I was working with undergraduates and understanding how they navigate the college environment and trying to help them through that. This position, my associate ombuds position at UNC Charlotte, was created to expand services to undergraduate students at the university.”
Her path reflects the importance of student-centered work in higher education. As a first-generation student herself, Amano found her career direction through meaningful experiences and mentorship.
“I think the main part of it is that being a first-generation student myself, this was sort of my way of giving back. I want to be able to help someone go through college and have support and figure out what to do or where to go, and that’s been just a common thread for me throughout my career,” she said.
The Multi-Partial Approach to Advocacy
A distinctive aspect of the ombuds role is their commitment to impartiality. However, Amano presented a more nuanced view of this principle.
“I use the analogy about an ombuds being a map, having all of the pathways, all the routes sort of laid out for the visitor. But the ombuds doesn’t have any other influence outside of that. We can talk about pros and cons, we can talk about what the process looks like, but at the end of the day it really is the choice and the decision of the visitor to say, ‘I want to take this route,’ so we help them talk through that, but we don’t decide for them.”
Rather than thinking of the ombuds as simply neutral, Amano described the approach as “multi-partial” — advocating for fairness for everyone involved, whether in process, decision or relationships. This allows ombuds to help students explore all available options without taking sides.
Measuring Success Beyond Numbers
When asked about measuring the effectiveness of ombuds services, Amano acknowledged the challenges of quantitative assessment in a role that prioritizes confidentiality and doesn’t maintain records.
While ombuds offices collect thematic data about issues, risk levels and services provided, the true measure of success often comes from qualitative feedback.
“It’s often that we’ll sit with the visitor and at the end of the meeting they’ll say, ‘I really appreciate this conversation, and I think I have a better understanding of what I want to do, and I feel heard. I haven’t felt heard until I sat with you.’ That’s way more valuable to me than a bottom line. That’s how I gauge how effective we’re being,” Amano said.
Professional Boundaries and Self-Care
The webinar also addressed the importance of boundaries and self-care for professionals who regularly handle difficult situations. During the Q&A, Amano discussed a recent presentation she saw that explored the difference between compassion fatigue and empathy fatigue.
“The presenter explained that a lot of times we’ll talk about compassion but really what we’re saying is that we’re being so empathetic to what is being shared with us, that we put ourselves in their shoes and that’s really what weighs us down,” Amano said. “By trying to not put yourself in their shoes but being understanding and being supportive and validating them, you might not feel as fatigued at the end of the day.”
This approach helps professionals maintain their own well-being while still providing support to students in distress.
Distinguishing the Ombuds Role
Another question addressed how ombuds differ from counselors at universities. Amano emphasized that while there may be similarities in the listening aspect, ombuds serve as thought partners rather than therapists.
“But we appreciate that, I respect that, and I feel as though I’m trusted in that way if someone compares me to a counselor, but we do try and make it clear that we’re not licensed to be doing that,” she said.
Instead of diagnosing issues or creating treatment plans, ombuds help generate options, reframe situations and develop strategies that students can choose to implement.
The Value of Educational Events
Germino emphasized the importance of events like this webinar for both the School of Nursing and the broader university community.
“Events like these are crucial for the School of Nursing and the university at large, as they foster a sense of community among students, faculty and staff to understand diverse perspectives. They provide an opportunity for networking, collaboration and knowledge sharing,” he said. Germino continued, “Question-and-answer sessions are essential for an outstanding workplace and professional development. By hosting such events, we can showcase our commitment to advancing and supporting our students’ professional journeys through discussion and dialogue.”
The virtual fireside chat provided attendees with valuable insights into the ombuds role and how these professionals serve as resources for students navigating challenges in their academic journeys. Through confidentiality, neutrality and a student-centered approach, ombuds help ensure that all students have the support they need to succeed.