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)

8. The University of Guanajuato
Mexico

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

10. Graduate

11. Rector, Campus Guanajuato
Academic- Administrative Structure
Rector General
Rector, Campus Guanajuato
Division Directors
Department Directors
Rector, Campus León
Rector, Campus Irapuato-Salamanca
Rector, Campus Celaya-Salvatierra
High School System
Director
10 Schools
Provost

12. The High School System (10 schools in 9 cities)
CAMPUSES AND DIVISIONS
CELAYA-SALVATIERRA
Health & Engineering
Social Sciences & Administration
GUANAJUATO
Social Sciences & Humanities
Natural & Exact Sciencies
Architecture, Art & Design
Engineering
Economics and Administration
Law, Politics & Government
LEÓN
Sciences & Engineering
Health Sciences
Social Sciences & Humanities
IRAPUATO-SALAMANCA
Life Sciences
Engineering
The High School System (10 schools in 9 cities)

13. TOTAL POPULATION = Approx.32,478
STUDENT POPULATION
TOTAL POPULATION = Approx.32,478

14. ACADEMIC PROGRAMS
20 Doctorate degrees
38 Master's degrees
26 Specializations
Undergrad programs (5-year)

15. Faculty Position Total 2,502 Full-time 787 Half-time 111 Part-time
1,604
Total
2,502

16. ACADEMIC PROGRAMS
13 Doctorate degrees
34 Master's degrees
Specializations
Undergrad programs (5-year)

17. general principles: University Ombuds Offices 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: this is 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. A mediation then takes place in an attempt to solve the dispute.
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, 2011 is 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 at universities.
Patricia Begné
Mexico.