| Academic Ombudsperson to Aid Student Success In and Out of the Classroom
Andrew Long, acting director, University Advisement Center and coordinator, First-Year Experience, is a problem solver.
As the recently appointed Academic Ombudsperson, he will be using his advising skills above and beyond his regular
duties as a liaison for students as they attempt to navigate the often choppy waters of the university system.
“For many of our students, the problem that impedes their ability to succeed in the classroom may not necessarily be
rooted in the classroom,” says Long, a CSU Los Angeles graduate. “This position will serve all students, regardless
of major or standing, and they can come to me with their questions or concerns.”
“There are a number of things that fall through the cracks for students,” says Margaret Blue, acting dean of undergraduate
studies and former ombudsperson and director in the SPARK! (Students Preparing for Academic Rigor and Knowledge) program.
“For instance, when the cashier says, ‘You were supposed to have your fees in by yesterday at 5 o’clock,’ and the student
is standing there with a check, they don’t know what to do at that point. Somebody needs to be able to pick up the phone,
and call someone informally and see if there isn’t some way around this kind of situation.”
Through recommendations from a joint task force on student retention, the need for an academic ombudsperson was presented
as a way to keep students from slipping through the cracks due to paperwork, financial aid and other administrative
difficulties.
“Other campuses that are serious about retention have vested in one person the authority to intervene on behalf of
students,” says Provost Allen Mori, “to assist students in solving their problems, or making referrals to the offices
that can. Students, especially first-generation students or returning part-time students, get caught up in the bureaucracy,
and don’t have someone they can talk to. So what happens a lot is that these students get lost.”
“I anticipate there will be situations, that especially early on in the position, that I’m not aware of the answer
to,” says Long. “Nobody on campus knows every single policy and procedure. But I hope that the students recognize they
have someone that they can go to who will follow up on the problem, question, or concern, and arrive at a resolution in
a timely fashion.”
Mori describes the need for uniformity among the student service and advising centers in all the Colleges, saying,“We want to make sure there is communication and coordination among them, and that everyone is following the same
policies. We want an ombudsperson to be in some respects, an information referral service as well. Even if Andrew can’t
solve the problem, we expect he’ll be knowledgeable enough about the campus to say, ‘I can’t solve the problem, but
you should go see this person.’”
While Long’s responsibilities will not cover issues with prescribed policies, such as grievances and grade appeals, he
will be there to give students a course of action.
“My objective there would be to ensure that the students have full clarity on the options that lie in front of them,” says
Long. “I wouldn’t be able to intervene, but it is my responsibility to make sure the student fully understands what steps
they need to take.”
Following his recent appointment as ombudsperson, Long has sent emails to students, letting them know of his new position
and that he is available to help. Students referred to the academic ombudsperson from the offices of the President;
the Provost; the University Advisement Center; Student Life, Student Health and Psychological Services; or College Student
Services Centers, can reach Long by email at acadombudsperson@csudh.edu. Mori expects that the response from students will
indicate whether to provide Long with support staff to handle their needs.
“We don’t know how extensive the demand will be,” he says. “If this proves to be something useful and beneficial to
students, then we ought to consider how we get the job done.”
- Joanie Harmon
|
