Ombuds at Stellenbosch University Offers Insights from Practice

Rina Meyer has been the Ombuds for the oldest university in Africa, where she serves nearly 50,000 faculty, staff, and students across multiple campuses in South Africa. Since she was appointed in 2016, she has seen significant impacts from changes to funding structures and COVID. She recently sat for an interview with EHONE board member, Doris Kiendl. Here are some excerpts.

Meyer talked about getting support from European colleagues during the pandemic.

Doris: You told me that during COVID, online consultations with ENOHE members were very useful for you to share experience and discuss current issues. What were some of the takeaways for you through these online meetings with colleagues of ENOHE?

Rina: Yes, these experiences were extremely valuable for me. In South Africa only 6 out of the 26 universities have ombuds, and most offices are in their baby shoes. Therefore, contact with very experienced Ombuds in higher education like those in ENOHE, has helped me navigate the Ombuds road more than I can tell. These discussions went on even after Covid and became regular sessions. The Ombuds I met there were very open to exchanging experiences, ideas, and different scenarios that led to growth and insight and caused us to be friends across the oceans apart from the fact that we are Ombuds.

She also offered this advice for aspiring Ombuds:

Doris: What have been some of the key learnings which you gained through your work as ombuds in Stellenbosch? What would you tell a person who is a newcomer to ombuds work in academia: What should each university ombuds consider and know when starting into this role?

Rina: I learned that a good relationship with every single person that you encounter in your work as Ombuds is key to successful service in this capacity at the university. I also learned that you really have to listen well, each time you have a new matter. Read between the lines, detect the real issue, and even where persons have erred, try and help them with the problem they experienced which had caused them to err. See them as human beings, all just trying to do their best in their own unique circumstances. Communication is important, clear and meaningful communication – from the side of the Ombud office and also in feedback to the institution. Universities have to train staff to communicate well, with honesty, openness and transparency. This is extremely important, and will lead to more trust and build the institution positively and help them move forward in excellence. As Ombud you have the opportunity to assist your institution to understand and apply this.

(ENOHE News.)

Related posts: Stellenbosch University Names Next Ombuds; ENOHE Incorporates, Selects Officers and Board Members