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Say you’re struggling with your roommate after a few months living together, or you’re having a dispute with your lab partner. Or maybe you’re going through an Academic Honesty Code process or can’t figure out where to go to solve a problem.

You’re not going to call Ghostbusters, but you could reach out to Auburn University’s Ombuds Office.  

Located on the ground floor of the Quad Center, the white-framed doorway of the Ombuds Office may seem unassuming, but those who walk through it will discover an abundance of resources and an independent, confidential and impartial professional — Ombudsperson Kevin Coonrod or Associate Ombudsperson Dona Yarbrough — to actively listen to their questions and concerns. 

“We’re often helping people navigate the university’s systems, such as policies or a grievance process. … You’d come here if you’re having an interpersonal conflict — whether with a staff member, an administrator, a faculty member or a student, it doesn’t matter. Or, if you don’t know where to go next with your concern,” said Yarbrough. 

Yarbrough came to Auburn by way of Emory University in January 2024, having worked in various roles — including as the Student Ombuds and Senior Associate Dean for Campus Life — at the Atlanta-based institution for over 15 years. She was hired at Auburn as the Ombuds Office was experiencing an increased demand for both office visits and educational seminars.  

“Dona brings energy, empathy and vast experience in academic and student affairs to the office.  She has a knack for quickly building trust with her office visitors, and several have expressed appreciation for her excellent guidance,” Coonrod said of Yarbrough. “She relates to students well and treats them with respect, dignity and honor.” 

While the Auburn Ombuds Office has been open since 2008 for faculty and staff members, it wasn’t until 2011 that the office began to see student visitors. Even since then, the office sees far more graduate students than undergraduates — something the Ombuds Office hopes to change.  

Who you gonna call?

From talking through interpersonal conflicts to providing policy guidance for those involved in academic honesty, grievance or Title IX procedures, there are many situations in which a student may benefit from going to the Ombuds Office. 

“Through listening, coaching, educating and facilitating conversations, we help campus community members understand, respect and accept those in which they are in conflict. Our process helps build knowledge and confidence, which often engenders our visitors to empower themselves to create and pursue productive strategies to confront and resolve their issue,” Coonrod said. “We have been integrally involved in helping numerous students in crisis navigate and improve their experience at Auburn University.” 

The importance of having an Ombuds Office on campus cannot be understated. 

“The office is critical because it’s one of the few confidential places people connected to Auburn can go if they’re having a problem,” Yarbrough said. 

Confidentiality, explained Yarbrough, is just as sacred to an ombudsperson as it is to a medical doctor or clergy member. To make an appointment, students, faculty or staff can call or email, although it should be noted that calling is more confidential. The Ombuds Office doesn’t keep any visitor record log, and though Yarbrough or Coonrod may take notes during a visit, they will periodically destroy those notes.  

The other three standards of practice for ombuds offices, as defined by the International Ombuds Association, state that they must be independent, impartial and informal.

In her own words, Yarbrough describes the four fundamental principles of an Ombuds Office

Confidential: “Sometimes people come in and don’t even know if they want to do anything about their problem. They’re afraid to tell someone at the university what’s happening to them because they might get in trouble or are embarrassed. Unless someone sees you walk through the door, no one will know that you’ve been to the Ombuds Office or what we’ve talked about. There are a couple of very rare exceptions to confidentiality, but the ombuds will explain those to you at the beginning of your meeting.” 

Impartial: “The Ombuds Office is not an advocate for the person who walks through the door. Say you’re having a conflict with a staff member. If you came in to see us about it, we would keep that confidential. And if the other person came in to see us, we would never tell them that we saw you or knew anything about the case, but we would also help them. Whoever comes in gets the help at that particular time. We advocate not for individuals, but for more equitable systems within the institution.” 

Informal: “We don’t get involved in grievance processes, meaning we’re not going to be a support person or a witness. But we do help people prepare for those processes. For example, we’ll talk with them about how they can file a complaint or present their defense.” 

Independent: “Although we are part of the university, our office has a charter that ensures no one at the university can interfere with our day-to-day work with visitors. We don’t have a Human Resources agenda or a Dean’s Office agenda. We really are there to help whoever we’re working with at the time.”

There are some misconceptions about the office, Yarbrough said.

“Sometimes people think the Ombuds will tell them what to do or solve their problem for them, but that’s not true. We want visitors to make their own decisions. We help people generate possible solutions or imagine other people’s perspectives. We have no power to solve your problem, no magic wand. Instead, we help people find information, think about pros and cons and weigh their options.”

Additionally, the Ombuds Office does not offer legal advice or psychological counseling or participate in grievances or other formal processes. 

A woman wearing a black dress and black framed glasses stands with her chin resting on her hand.

Dona Yarbrough came to Auburn University by way of Emory University in January 2024, having worked for the Atlanta-based institution for over 15 years.

A good ombudsperson

To Yarbrough, a good ombudsperson must have the finely honed and balanced skills of empathy and objectivity. Empathy is necessary, according to Yarbrough, for visitors to feel understood and safe to open up about their issues. Objectivity is critical because it’s often hard for visitors to see other sides of the story, and understanding other points of view ultimately helps them navigate their situation.

Ombuds must also have a sense of curiosity and interest both in people’s stories and in how the university operates in theory and in practice.

“Often, because office visitors are telling us a complicated story, they jump around in time, leave out things or ramble. That’s normal, and we’re used to it,” Yarbrough said. “Part of our job is to help visitors organize their thoughts, prioritize their concerns and develop a plan of action.”

After various stints in higher education administration at Emory, Yarbrough said she is grateful to be doing work that gets back to the heart of what she loves: helping individuals.  

“Ombuds work is so rewarding because when you’re in administration, you’re often thinking more ‘big picture,’ and you’re not directly helping individuals. Ombuds work to me is so satisfying because it gets back to that person who comes in your office. They have an issue, you help them and they feel better when they leave,” she reflected.