Q&A with Madison L. Boyce

Madison L. Boyce is the university's ombudsman. His office is located in 405 Capen Hall, North Campus; telephone 645-6154; email heybud@acsu.buffalo.edu.

What does the university ombudsman do?

Hears and investigates complaints objectively. These usually originate from students and may involve anything in their university experience. As appropriate, we (including the assistant ombudsman and graduate-student advocate) may adopt a position of advocacy for/with the student. Our ultimate goal: bring the issue to resolution.

Why did you choose to work in this area?

I spent more than two decades in Residential Life administration. In retrospect, I guess I received my training for this position through "baptism under fire." My long tenure at the university-when coupled with my desire to work directly with students and make a difference in their lives-made the re-creation and building of this office a wonderful opportunity. Also, I both studied and emulated the work of colleagues and mentors in the process of getting to the position of ombudsman.

What kind of training is necessary to become an ombudsman?

A "training plan" for this position almost defies description. Familiarity with the workplace-its nuances and constituents-is terribly important. Dedication to the principles of objectivity, independence, accessibility, confidentiality and justice are commonly cited as cornerstones upon which a successful advocacy program is built.

What kinds of problems are brought to your office, and by whom?

Our door and ears are open to any person who brings or refers an issue to us. Although there are no restrictions as to what investigations we may initiate, we will make an appointment for a student with a more appropriate problem-solver when we deem that to be more expeditious in reaching a solution. An objective for us is to serve as a one-stop-shop as often as possible. We are willing to discuss any issue a student wishes to share and we address the issue of confidentiality early-on. Recent issues: faculty/student conflicts, syllabus issues, graduation requirements, academic dishonesty, student account disputes, harassment, etc.

What's the most common problem that your office handles?

More often than not, communication difficulties become apparent as a problem is dissected. Student/professor issues usually top our semesterly analysis, with department, program and grading issues following closely.

What would you do, for instance, if a student came to you with a complaint about the classroom practices of a professor, teaching assistant or advisor?

Classroom practice complaints are especially difficult for a student to make. We assure them confidentiality at the beginning of their association with this office, but advise that a point may come beyond which we cannot be of help if continued maintenance of confidence is required. We listen to the student, attempt to pinpoint what the student wants and then pursue-creatively, if necessary-an outcome that is mutually satisfactory. We strive to facilitate win-win outcomes.

Why is it important that a university have an ombudsman?

The need for an ombudsman service probably increases proportionately to the size of the student population. For anyone not in this "business," it would be difficult to conceive of the number of things that can (and do) go wrong in a student's life. I have noticed membership growth in the University and College Ombuds Association (UCOA) as the value of this student service is being recognized and made available at more colleges and universities. The foresight of UB's dean of students enabled us to incorporate this issue-solving service for students into the Division of Student Affairs nearly nine years ago. Countless solutions to sometimes difficult issues have been devised during these years.

How many complaints does your office investigate each year?

This office doesn't log every contact made with us. Frequently, a single, thoughtful conversation results in the identification of a strategy for solving the problem. I estimate more than 100 cases per year require more long-term work.

What question do you wish I had asked, and how would you have answered it?

How do students come to know about the services of the Ombudsman's Office? People often come to this office after having been through a number of other places within the university. Over the years, we have tried to create a positive rapport with the student body, faculty and administration. Therefore, word-of-mouth often leads people to our door. We strive to remain neutral in the process of bringing issues to closure and I am happy to stand upon the record we have compiled.