Meet the Ombudsperson and Bring Your Conflict Along
Are you in need of a confidential, impartial, informal, independent, safe place to discuss University-related issues or manage conflicts? If so, you may want to schedule time with the Ombudsperson. Sarah Klaper became Northwestern’s first Ombudsperson in August 2021. We caught up with her to learn more about her role and what exciting things are on the horizon for her office. Consider this article your pre-consultation with the Ombudsperson.
How would you describe your role at Northwestern?
As University Ombudsperson, I am a confidential, impartial, informal, and independent conflict resolution resource for the entire Northwestern University community. I help office visitors identify their concerns, understand relevant policies and processes, understand who can be helpful for their issues and how to talk with those individuals, develop strategies for options for addressing concerns, facilitate difficult conversations, and mediate conflicts. I also advise leaders across the University about trends and concerns I observe based on my work.
As Northwestern’s first Ombudsperson, how have you shaped your role in your time here?
As the inaugural ombudsperson, I have been working to create the Office of the Ombudsperson and set expectations for what the Northwestern community will experience when working with this office. We actively listen to concerns, clarify policy, processes, and helpful resources available on and off campus, and then help visitors strategize all their options for handling the situation. We have been working to shift Northwestern’s culture a bit to normalize conflict in daily life. It is a part of all our lives. We just need to know how to handle it in an effective way. In addition, we work toward the goal of empowering our visitors to address their concerns effectively themselves. To be empowered, a visitor needs to have the relevant policy, process, and political information they need to make an educated decision about the best way for them to move forward.
To be empowered, a visitor needs to have the relevant policy, process, and political information they need to make an educated decision about the best way for them to move forward. ”
Office of the Ombudsperson
University Ombudsperson
What do you find surprises people most about your work?
People are most surprised at how important it is to be able to talk to someone they trust in a confidential space to work through strategies and options regarding challenges at Northwestern. They are also surprised that a position with no actual authority to make decisions or enforce anything can be so helpful in their lives precisely because we are not a compliance office. The Office of the Ombudsperson is rooted in fairness and equity, concepts that play into every visitor meeting and every recommendation across campus. Visitors don’t always get exactly what they want from the situation that brings them to our office. However, they know they will be heard without judgment and that we will help them work toward a fair and equitable result.
What achievements at Northwestern are you most proud of?
I am proud of the relationships I have been able to build across the Evanston, Chicago, and Qatar campuses. We live and work in a very siloed environment. Being an office that actively makes connections across normal barriers is helpful. I don’t always hear the “end of the story” after visitors leave my office. Feedback frequently comes from a new visitor saying that a previous visitor or a campus partner referred them to this office. That is truly gratifying. In addition, the growing number of visitors utilizing the office each year is a testament to the pride we take in truly assisting in making life better for colleagues and students across the University.
Are there any upcoming projects or initiatives you’re especially excited about?
We are extremely excited about two big upcoming initiatives. First, the Office of the Ombudsperson has collaborated with the Office of Institutional Diversity and Equity (OIDI) to create the Mediation and Conflict Resolution Initiative. The initiative will have a dual purpose of expanding available mediation capacity beyond just the Office of the Ombudsperson and teaching mediation skills across campus. Mediation skills are transferable and helpful in so many contexts. They can be used to help individuals address concerns as well as to build and repair relationships. It is another push to normalize conflict in daily life but also to help our University community find paths forward through those conflicts.
What is your favorite spot on our campus(es)?
In Evanston and Chicago, my favorite campus locations are anywhere I can see Lake Michigan. The Great Lakes are the largest fresh surface water system on Earth. They are so incredibly important for our environment. In addition, Lake Michigan brings me peace and joy every time I look at it and its amazing changing colors. At NU-Q, my favorite place is the pixilated gallery. I love the architecture of it and find it very peaceful. Granted, I have been to NU-Q twice, and only in August. It was not really the right time of year to sit outside to enjoy the gallery. However, it was beautiful.
Learn more about the Office of the Ombudsperson on their website, or contact the office at ombuds@northwestern.edu.