Office of the Ombudsperson

Summary of Ombudsperson services (listed in full elsewhere on this page).The Office of the Ombudsperson assists students in garnering disputes (academic and otherwise) as well as administrative complaints. The Office of the Ombudsperson can direct students to the appropriate channel(s) to be used in requesting a review of an action or decision.

Purpose of the Ombudsperson

The Office of the Ombudsperson provides a safe and comfortable environment for students to confidentially discuss complaints, concerns, or problems. When appropriate, the office will initiate an informal intervention with the goal of facilitating a resolution that is acceptable to all parties involved.

The ombudsperson acts as an independent, impartial resource. If a matter cannot be resolved through this office, a referral will be made. When appropriate, the office can make recommendations regarding policy review and change.

Are you confused about:

  • How to make a complaint?
  • What are my student rights?
  • Where do I pay?
  • etc. etc. etc.

Contact the Ombudsperson!

Role of the Ombudsperson

The Office of the Ombudsperson offers an alternative opportunity to resolve complaints, concerns or problems in a timely and private manner. Users of the office are provided a confidential place to explore options to make informed decisions. The Office of the Ombudsperson does not replace or substitute for formal grievance, investigative or appeal processes made available by the College. Also, the office does not have any authority to make decisions or enact policy.

Use of the Ombudsperson Office is not a substitute for formal procedures, such as filing a final grade grievance. Ombudspersons follow no prescribed sequences of steps, and do not participate in any formal grievance process. The ombudsperson does not advocate for either party and cannot assist a student who is represented by legal counsel.

An ombudsperson does not make, change, or set aside policy or previous administrative decisions, nor does an ombudsperson serve to determine the rights of others or to unilaterally resolve conflicts. Rather, knowledge of the facts of a situation, using reason, persuasion, and familiarity with the system are adequate to resolve those problems in which a mistake was made, where a practice was applied unfairly, or where poor judgment was exercised in reaching a decision.

The Ombudsperson Will

  • Listen and discuss questions, issues, and concerns
  • Be an advocate for fairness
  • Help develop and evaluate various options to address concerns
  • Answer questions or help find others who can develop and evaluate various options to address concerns
  • Explain College policies and procedures
  • Facilitate communication between people
  • Advise individuals about steps to resolve problems informally
  • Advise individuals about formal and administrative options
  • Mediate disputes to seek "win-win" resolution of problems
  • Make appropriate referrals when informal options don't work
  • Point out patterns of problems/complaints to administrators

The Ombudsperson Will Not

  • Replace or circumvent existing channels
  • Direct any College office to change a decision
  • Make decisions for the student
  • Have a stake in outcomes
  • Set aside rules and regulations
  • Participate in formal grievance processes
  • Make decisions for College faculty/administrators
  • Determine "guilt" or "innocence" of those accused of wrong-doing
  • Assign sanctions to students
  • Receive official "notice" for the College about issues
  • Give legal advice


  • Year-round except for Summer Term
  • Summer Term 

Contact Information

Nancy Navarro 
Interim Director, EOPS, and Ombudsperson
Building 7, second floor, Fremont campus


Office of the Ombudsperson Incident Report Form (PDF).

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