Board of Education → About → Ombudsperson

Ombudsperson and Constituent Services Coordinator

Who We Are

We serve as a neutral, confidential, and independent resource dedicated to supporting students, families, staff, and community members in resolving concerns, improving communication, and fostering trust within our school system.

Our mission is to promote fairness, transparency, and accountability through respectful dialogue, problem-solving, and guidance.

Whether you need help understanding a policy, navigating a process, or finding the right office to address your concern, we are here to listen and help you move forward.

Our Core Values

• Fairness: We ensure all voices are heard and treated equitably.
• Confidentiality: Conversations are handled with discretion and respect.
• Independence: We operate independently from other offices or departments.
• Respect: Every individual is treated with dignity, empathy, and professionalism.

Meet the Team

Dr. Darlene M. Harris, Ombudsperson

The Ombudsperson provides impartial assistance to individuals seeking to resolve concerns or better understand system processes.

Contact: Darlene_M_Harris@mcpsmd.org
Phone: 240-740-3030

Mrs. Yolanda Faerber, Constituent Services Coordinator

The Constituent Services Coordinator responds to community inquiries, connects individuals with appropriate offices, and ensures that concerns are addressed in a timely and transparent manner.

Contact: Yolanda_Faerber@mcpsmd.org
Phone: 240-740-3030

What We Do

Our Role

The Ombudsperson and the Constituent Services Coordinator offer confidential and informal assistance to help resolve concerns related to policies, procedures, and communication within the school system.

We listen, clarify, and connect you with the appropriate resources to support a fair and timely resolution.

We Can Help With:

• Clarifying policies, regulations, or procedures
• Addressing communication breakdowns or misunderstandings
• Assisting with the navigation of complaint or appeal processes
• Referring inquiries to the appropriate office or department
• Identifying systemic issues and recommending process improvements

We Cannot:

• Overturn formal decisions or policies
• Provide legal advice or representation
• Participate in formal investigations or grievances
• Serve as an advocate for any party

Confidentiality

All conversations with the Ombudsperson are confidential to the fullest extent possible. Information will only be shared with others if you provide consent or if disclosure is required by law (for example, in cases involving safety concerns).

Resources

Helpful Links

• MCPS Policies and Regulations
• Complaint Resolution Process
• Code of Conduct and Ethics Standards
• Student Handbooks
• Department of Family Engagement
• Employee Assistance Program

Frequently Asked Questions

Q: Who can contact the Ombudsperson?

A: Students, families, staff, and community members.

Q: Will my concern remain confidential?

A: Yes, unless disclosure is required by law.

Q: Do I need an appointment?

A: Appointments are encouraged to ensure time and privacy, but drop-ins and emails are welcome.

Q: What happens after I submit a question or complaint?

A: The office will review your submission, determine the appropriate next steps, and contact you to discuss options or referrals.

Ombudsperson Annual Report

Commitment to Transparency and Accountability

Each year, the Office of the Ombudsperson and Constituent Services Coordinator publishes an Annual Report summarizing the types of concerns raised, common themes, and improving communication and processes across the district.

The report highlights:

• Data on inquiries and resolutions
• Key areas of concern and systemic trends
• Initiatives to strengthen fairness and access

Download the 2024–2025 Annual Report (PDF) - TBD