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60 seconds with … Ann Corcoran

22 April 2009

Ann Corcoran
 

Name: Ann Corcoran
Title: University Student Ombudsman

How long have you been with Monash University?

I started in November 2007 as Interim Ombudsman and formally dropped the interim in February 2009.

Prior to working at Monash, where were you located and what was your role?

Most recently I was a Federal Member of Parliament (Isaacs, ALP). Before that I worked as an accountant in various places including schools, hospitals and the University of Melbourne.

What is more challenging this role or politics?

Both involve not knowing what is coming today and meeting and dealing with people under stress. However in this job I get to go home each night and I don't work weekends.

What exactly does a student ombudsman do?

I investigate complaints in an entirely independent manner, and make recommendations for improvements in how things are done.

What sort of advice would you give students that need your assistance?

Think through clearly what it is you are upset about and what result you are seeking in lodging a complaint. Maintain your calm and sense of humour.

What challenges are ahead in the newly-created role of student ombudsman?

Helping to create a culture where complaints are seen as good things - they provide the opportunity to test that processes are fair, robust and workable - and where the role is valued because it ensures students can be heard if things go wrong.

What is it about your job that holds your interest or is particularly satisfying?

It is satisfying when an inquiry reaches a solution where everyone is happy (this doesn't always happen, but it does happen.) I enjoy the opportunity to meet people and explore parts of the University I have not yet seen or experienced. It is also great when I see a policy or procedure changed because of a recommendation I have made.

What is your favourite place in the world and why?

My back verandah with a cup of tea and today's crossword or sudoku within reach because it means peace – at least for a little while.

What is the best piece of advice you have received?

Listen with your mouth closed.

What is something about yourself that most of your colleagues wouldn't know?

The best moment of my life was when I realised that I could refuse to join the office footy tipping competition.

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