What is the role of the Ombudsman?

According to § 84 of the Statute of the Medical University of Warsaw (WUM), the University has an Ombudsman – the Academic Rights and Values Representative. The primary responsibilities of the Ombudsman include mediating in disputes between employees and the University, as well as in conflicts between University employees or between employees and students or doctoral candidates. The Ombudsman reports directly to the Rector, who also defines the detailed scope of the Ombudsman's duties through an official directive.

The word ombudsman originates from the Old Norse word umboðsmaðr (representative, proxy). The modern function of the ombudsman was first established in Norway and Sweden. In those countries, the ombudsman was appointed by the parliament as an independent official, separate from the executive branch, responsible for overseeing the protection of citizens’ rights. In Poland, this model defines the framework for the role of the Commissioner for Human Rights.

The duties of an academic ombudsman are shaped somewhat differently and primarily involve identifying conflicts within the university and attempting to resolve them informally and non-arbitrarily, often through mediation. Within the academic context, the ombudsman helps prevent disputes both arising from administrative hierarchies and those occurring between members of the academic community (e.g., between researchers).

How does the Ombudsman help?

The Ombudsman can help resolve conflicts by thoroughly clarifying the issue and facilitating mutual understanding – at a stage prior to any formal or judicial proceedings. Many conflicts can be diffused at this stage through conversation between the parties and a clear identification of the nature and cause of the dispute. The Ombudsman uses various tools to manage and prevent conflict, such as facilitation and mediation.

Facilitation refers to a set of activities that help the parties define the framework of the conflict, establish communication, and agree on the location and terms of the meeting. During facilitation, the Ombudsman may lead the meeting, moderate the conversation, manage speaking turns, maintain order, and help reduce emotional tension while focusing on substantive arguments.

Mediation is a more complex process, and the Ombudsman’s role in it is considerably more demanding. Mediation can be broadly described as a structured dialogue aimed at reaching a mutually acceptable agreement, with the support of a neutral facilitator who helps the parties identify their interests, understand each other, and maintain effective communication. Mediation is always voluntary, and its success depends on the parties’ willingness to reach an agreement. Effective mediation can save time, emotions, and financial resources by avoiding administrative or legal proceedings.

The Ombudsman does not propose ready-made solutions, but upon the mutual request of the parties, may assist in formulating possible agreement scenarios. The Ombudsman maintains full confidentiality regarding all information received and remains impartial toward the participants and neutral regarding the subject matter of the dispute throughout the mediation process.

The Ombudsman of the Medical University of Warsaw is Attorney Piotr Bocianowski.

Contact: ombudsman@wum.edu.pl