European Network for Ombudsmen in Higher Education.

1. European Network for Ombudsmen in Higher Education. ENOHE ANNUAL CONFERENCE WARSAW, POLAND May 16, 2014

2. The Ombuds offices as an Essential Requirement at Universities. • Patricia Begné • University of Guanajuato. • Mexico May 16, 2014

3. University students have great expectations from their institutions. Universities must cope with today´s challenges. Universities must offer an inclusive environment in order to meet the needs of our diverse academic communities.

4. The global context will enable us to offer quality higher education, to be at the cutting edge of the various disciplines, and to achieve excellence in research.

5. University ombuds offices: Independent organizations created by the university boards.

6. University Ombuds Offices Duties: • Preserving the university legal system • Protecting the rights of the university communities • Promoting a culture of respect to its non-binding recommendations

7. The university ombudsman in Mexico was created in 1986, when UNAM appointed its first Ombudsman. The University of Guanajuato is the second public university in Mexico with an ombuds office. (1995)

9. GUANAJUATO BAJA CALIFORNIA SONORA CHIHUAHUA COAHUILA DE ZARAGOZA NUEVO LEON BAJA CALIFORNIA SUR TAMAULIPAS SINALOA DURANGO ZACATECAS SAN LUIS POTOSÍ AGUASCALIENTES NAYARIT JALISCO HIDALGO YUCATAN VERACRUZ MEXICO COLIMA CAMPECHE MICHOACAN QUINTANA ROO MORELOS TABASCO GUERRERO OAXACA CHIAPAS

10. Graduate

12. CAMPUSES AND DIVISIONS

13. TOTAL POPULATION = Approx.32,478

17. University Ombuds Offices general principles: • Confidentiality • Impartiality • Independence

18. General Nature of University Ombudsmen: • The ombudsman is appointed by the university governing board or council. • The ombudsman must report annually on his/her activities. • The ombudsman must fulfill requirements that guarantee his/her absolute independence and integrity. • The procedures for the defense of these rights must be simple, accesible, rapid and expeditious. • The office of the Ombudsmen issues only non-binding recommendations.

19. Ombuds Office at the University of Guanajuato in Mexico Main duties: • Assess the Problem • Consultations / Advice • Propose an informal solution • Formal Dispute (mediation)

20. 1.- Assess the Problem: thisis offered in keeping with regulations to find an immediate solution without the need for legal proceedings. 2.- Consultations / Advice: The authorities call on the ombudsman to request support on how to interpret the law in relation to their duties. 3.- Propose a Informal Solution: The ombuds office contacts those responsible at the institution and attempts to find a solution.

21. 4. Formal Dispute: (mediation) If one or both of the parties is unhappy with the proposed informal solution, that party files a more formal complaint. A mediation then takes place in an attempt to solve the dispute.

22. Issues not covered by the OMBUDS OFFICE AT THE UNIVERSITY OF GUANAJUATO, MEXICO We are not decision makers. We do not have the power to establish, change or set aside any University rules, policies, or management decisions. We issue only non-binding recommendations.

23. The Ombuds Office at the University of Guanajuato, Mexico: • We assist only faculty members, students and authorities. • We do NOT assist administrative staff, because they have their own union.

24. We emphasize: AWARENESS: To publicize the activities of the ombudsman, in addition to the academic rights of faculty and students. PREVENTION: To assist the university community to become familiar with legislation as well as how to interpret and apply it at the appropriate time.

25. We are innovating procedures through mediation. • We invite both parties to talk and discuss. • If they reach an agreement signed by both parties, this instrument has to be complied with.

26. Frequent problems received at the Ombuds office: + Interpretation of norms + Violation of academic rights + Complaints about errors in operating university services +Conflicts in interpersonal and group relations *

27. Request to the authorities of UG: The Constitutional reform Human Rights of June 11, 2011is really important for the University ombuds office • I consider it urgent to make a modification to the powers and functions of the ombuds office for attending, harassment and discrimination petitions on human rights violations in the University.

28. * I agree with Carlos Maria Alcover, Ombudsman at the Universidad Rey Juan Carlos in Spain: • “ University contexts present a high degree of complexity, due to the great diversity of functions. These activities, give rise to a great variety of situations, interactions and relationships involving the members of the university community, as well generating tension and problems.” • Lately, in my office, we deal with a great number of these issues.

29. The ombuds offices give shape to university rights To provide quality education, the universities must absolutely have a legal framework to ensure that rules and regulations are complied with. The presence of the ombuds offices takes on particular importance.

30. Three fundamental focal points: 1. Defend and Protect Rights 2. Awareness and Education 3. Improving institution and administration procedures and decisions.

31. CHALLENGE: To stimulate the interest of our university community in knowing, enhancing, and complying with university rules.

32. In fact, a ‘world-class’ university is one that contributes to the sustainable development of the world through the provision, mentoring and facilitation of personal development and through inculcating the responsibilities of global citizenship in its students, faculty and communities. 

33. International Cooperation: A factor for mutual growth and enrichment • Hard work is actively done to achieve fruitful international collaboration • Dialogue among university partners enriches academic relations. Exchanging ideas helps to strengthen our work.

34. I would like to acknowledge the work of the ombudsmen who undertake great challenges atuniversities. Patricia Begné Mexico.