This study characterises the ombuds office in higher education as an innovative practice of handling employee, staff, and student grievances. Though ombuds offices have had a place on many higher education campuses for some time, their function has evolved in response to a changing environment. Drawing on Open-Systems theory, this study views the…

Scholars who analyse the policies that provide for the rights of international students have tended to focus on challenges posed by racism, discrimination and unjustified stereotyping. This discussion has focussed overwhelmingly on the higher education sector but recently has begun to be extended to vocational and training education (VET). We…

Plagiarism has been characterised as a "major problem" for universities. While tensions between students and universities are inevitable, the problem with the existing system of plagiarism management and prevention is that it operates to problematise the relationship between the university and the student, rather than address the core…

Particular concern about academic ethics in higher education and research institutions (HERIs) in Lithuania was addressed in 2009 by the national decision to establish an Office of Ombudsman for Academic Ethics and Procedures (Office). The decision was taken during the approval of the revised Law on Higher Education and Research by the Parliament…

This article offers some suggestions regarding the development of a support strategy by ombudsmen in order to alleviate international students' difficulties when studying in host universities. It is also shown how the Organisational Justice Theory can be used as a framework for understanding the role of ombudsman in higher education settings and…

Purpose: As the predicted escalation in the litigation becomes a reality for universities in the UK, increasing importance is placed on the consideration given to the integrity of institutional protocols regulating decision making at all stages of student progression. The purpose of this paper is to outline the structures that are in place to…

Purpose of the Study: Two consumer-derived measures of nursing home quality that have been underutilized by researchers are consumer complaints to the state certification agency between inspections and complaints to the Long-Term Care Ombudsman Program. This article describes these complaints, considers facility-level predictors of complaints, and…

Using an event history framework we analyze the adoption rate of national human rights institutions. Neo-realist perspective predicts adoption rates to be positively influenced by favorable national profiles that lower the costs and make it more reasonable to establish these institutions. From a world polity perspective adoption rates will be…

As the author demonstrates, whenever preservice or beginning teachers observe a veteran teacher in action, the veteran serves as a mentor, in the sense that the experienced teacher is modeling the practices that can influence the newcomer. In this article, the author reminds educators about the importance of formative assessments, not just of the…

Handling appeals against grades is time consuming and requires allocation of resources away from the pursuit of activities such as instruction, research, and supervision of postgraduate students. This study examines grievance policies, frequencies, and outcomes of appeals at the University of California (UCB) and the University of Oslo (UIO). We…

This article explores the issues facing practitioners working in the field of student complaints and appeals (including academic appeals). It is a reflective study which examines some general and historical issues, using anonymised case studies where appropriate and highlighting the diversity of practice across the sector. The author observes that…

Complaints made to external agencies about Australian universities are rising in both number and complexity. Recent debate has therefore focused upon how to improve grievance handling in the Australian higher education sector. One suggested "solution" is the creation of a national Australian university ombudsman. The UK has recently…

Determines whether the public knows of the newspaper ombudsman's role, and probes the effects of calling a newspaper on public perceptions of the newspaper's interest in accuracy and correcting errors. Finds that people who call the ombudsman are satisfied with the response to their complaint. (RS)

Higher-education institutions in the US are increasingly hiring ombudsmen to resolve faculty members' complaints before they escalate into more serious problems. Faculty ombudsmen handle a range of complaints, from mundane disputes over office space to career-changing battles over termination.

Describes the concepts and histories of ombudsmen and of case management. Discusses the advocacy role in social work which includes the dimensions of role specificity, client orientation, problem-solving mode, and resources and constraints. Concludes ombudsmen and case managers augment the advocacy function in the human service system. (ABL)