One of the best things about working in the Ombuds Office is getting to know a variety of people doing a many of jobs and expanding knowledge in different ways. I continue to be amazed by the sheer diversity of talents in the UNLV community. Every day, people are doing their part to make this an institution that lives up to its promises.

Of course, often when I talk to someone, they aren’t having their best day—they usually make an appointment because of an organizational or interpersonal problem. That’s as it should be. But it necessarily limits my perspective on what goes on at UNLV, since it’s difficult to get the whole picture, particularly from someone who is, understandably, more focused on resolving the issue at hand than explain the minutia of their job function.

Which is why I’ve made a concerted effort to better understand how, exactly, Rebels are making it happen by shadowing them as they work.

“Shadowing” sounds a lot more sinister than what I actually do, which is sit (or stand) with a smile while people do what they usually do, occasionally, when time permits, asking a question or two. I’ve found that most people are proud of the work they do and are eager to share it.  

I’m not going to share the nitty-gritty details of what I see, or provide a comprehensive list, because people allow me into their workspaces with an expectation of decency, and to me that decency means not sharing candid moments. Still, I can relate some general themes. There really are two dimensions of understanding someone’s work. You can read an NPD-19 or PDQ or syllabus or grant proposal and have an intellectual idea of what someone does. And for some kinds of evaluations, that’s fine. But it is hard to really appreciate it until you have experienced it—preferably by doing, but if that’s not advisable (i.e., administering patient care without the proper knowledge or credential), then by close observation.

It's the difference, as Robert Heinlein might have written, between understanding something and grokking it.

Now, this isn’t just someone with a desk job needing to live vicariously. Spending time with others while they work is one fundamental step towards resolving—or avoiding entirely—conflicts. Of course, it might not be practical for leaders to spend the bulk of their day “in the trenches,” but a little time might go a long way. One of the most common complaints I hear from people working on the front lines is that “they don’t know what we do.” Watching them do it or, better yet, doing it alongside them is one way for leaders to improve communication. And since communication in the supervisory line continues to be the number one people reach out to the Ombuds Office, I think that’s a good idea.

For me, shadowing is important because people in many roles from across the university come to me with issues. Many of them work in areas that I have no direct experience in. While I could certainly get a decent understanding of what they do by just listening to them describe it, I usually get, at best, a two-dimensional portrait. When you are immersed in something for a long time, it is difficult to see it through new eyes, so you might not give a newcomer important information. Seeing it for myself solves that problem.

Also, having first-hand knowledge of someone’s work area helps when we discuss options. Some things that might seem feasible on paper wouldn’t work in reality, and vice versa. Without actually being there, some good ideas could go unexplored.

My favorite thing about shadowing is that I do it completely nonjudgmentally. Sometimes, people expect me to give them notes on what I think they should and shouldn’t be doing, but that’s not my intention or inclination. I am there to learn, not critique. Come to think of it, shadowing is kind of like take your kid to work day, but instead of a kid you’ve got the university’s ombuds tagging along.

Just to be clear, my approach is shadowing is to show up, politely introduce myself, and keep quiet. If it’s manual labor that doesn’t require specific expertise (e.g., picking up trash or moving boxes), I will enthusiastically help. If it’s public facing in a way that an uninformed person could do harm, I will keep my mouth shut. At the end of our time together, I’ve learned a few things, and you’ve gotten to show someone else what you do.

So, if I haven’t shared a shift (or at least a few hours) with you yet, please invite me. Reach out to ombuds@unlv.edu to schedule a time.

Sometimes I am asked why I’m so eager to get out there and shadow. The answer is tied to the kind of Ombuds Office that UNLV deserves. While I could sit in my office and keep plenty busy, to me that’s not enough. The point of the office is for anyone to feel comfortable visiting. By meeting people where they are, I think I broaden the pool of people who would feel comfortable seeing me professionally. Even though I and the Ombuds Office Program Manager Tifara Rachal have put much effort into raising awareness about what we do, I still meet people who don’t know about the office. To the extent that I have an ulterior motive beyond just learning more, letting people know that we’re here and what we do is it.

And I don’t think that I should be the only one to have all the fun. I sincerely believe that if we understood each other better, we would have fewer conflicts—and more amicably resolve the ones that spring up. Spending more time together can improve morale by increasing understanding. So why not give it a try?

Finally, remember that if you aren’t as happy as you would like here, a visit to the Ombuds Office might be a good idea. Whether you are a student, faculty member, or other UNLV employee, the Ombuds Office has many resources available to help you through any conflict or communication issue you might be facing. If you are having an issue and are uncertain where to go, it is an excellent zero-barrier first stop. You have nothing to lose and quite a bit to gain.

If you would like to talk off-the-record and confidentially about any work- or campus-related concern, please make an appointment with the Ombuds. Our door is always open.

David G. Schwartz

UNLV Ombuds