March 20, 2015
A job with lots of listening and detective work
An open and transparent complaints process will enhance learning for all, according to UOW’s new Student Ombudsman.
Professor Eeva Leinonen and Associate Professor Sam Hardy sign the terms of reference for the Office of the Student Ombudsman.
Associate Professor Sam Hardy officially marked the start of her tenure as Student Ombudsman after signing the terms of reference at a ceremony recently.
The role of the Student Ombudsman is to independently review academic complaints made by undergraduate, postgraduate and higher degree research students that have not been resolved informally or through the formal faculty process.
Professor Hardy’s background is in law, conflict management and dispute resolution, particularly in the workplace and university setting. She has degrees in arts, law, education and conflict resolution.
For the past eight years she has directed and taught Masters programs in Conflict Management and Resolution as well as eight years teaching in law schools. She has practised as a solicitor in Queensland for five years.
Professor Hardy said the independent role of Student Ombudsman helped students learn that their concerns are taken seriously.
“By being open to complaints and feedback from students about their academic experience, and by providing an independent office through which those matters can be raised, explored and resolved, learning is enhanced for all involved,” she said. “It’s also not unusual for students to learn something about themselves in the process.”
The process also ensures that, on a broader scale, the University also learns what policies and procedures could be improved.
Student Ombudsman Associate Professor Samantha Hardy (left) is welcomed to UOW by Mr Dominic Riordan and Professor Eeva Leinonen.
“On a day-to-day basis my job involves lots of listening, some detective work to locate the appropriate person to deal with an unusual issue, referrals to policies, information and different university divisions and individuals,” Professor Hardy said.
Her role also involves conflict management coaching, facilitating communication between students and staff as well as investigating, reviewing and sometimes deciding on outcomes for academic complaints.
“I look forward to a continued role supporting students and staff at the UOW to have positive personalised experiences, even when faced with challenges during their time at the University, and for all concerned to achieve world class results.”
Deputy Vice-Chancellor (Academic) Professor Eeva Leinonen said Professor Sam Hardy was a welcome addition to UOW and brought great experience in conflict resolution.
Professor Leinonen said establishing the Student Ombudsman office reinforced the University’s commitment to provide an outstanding student experience as well as emphasised the University’s determination to continually improve as an institution for learning.
For more information visit the website of the UOW Student Ombudsman.