By Dianne Anderson

For decades, Twillea Evans-Carthen has leaned in on the diplomatic side of dispute, pushing for peace as a problem solver, yet always with a touch of administrative prowess.

Being an ombuds takes go-between skills, but mostly she makes sure that complaints she has heard from faculty, students, or staff never fall on deaf ears.

“Because of some of the spaces that I’m in, I’m that fly on the wall, bringing issues and concerns to management for them to actually address the concerns to be proactive — not reactive,” said Evans-Carthen, CSUSB Ombuds director and a lecturer in the Department of Public Administration.

By month’s end, she retires from her work after nearly 35 years of encouraging peaceful resolution at the university. Evans-Carthen also teaches Human Resource-related courses part-time, something she’s been doing since she came to the campus.

One of the most rewarding aspects of helping others has been navigating conversations on differences, and how to embrace common ground. But by the time she sees them, usually they are not so happy.

“I take them through different exercises, including mindfulness exercises to help them calm down so that at least I can hear what’s really going on to help them explore options. Once they unpack, they’re more open to exploring multiple options.”

As the Ombuds within the university’s informal program, she said the Ombuds program is important for all people, for students, or for everyone coming into a large organization. The program coaches and guides people toward services, and it’s not just for formal conflicts.

In helping others, she provides a sounding board, directing visitors toward resources to handle their problems, if desired, without punitive action. If needed, she said complaints can be bumped up to the university’s formal channels where she then bows out to let the process work within the system.

But she said the Ombuds helps improve skills and increase confidence by giving visitors their own voice. Often, she refers people to resources that they never knew existed. With new hires at the university or outside companies, she said many people aren’t reading the staff handbook.

“Sometimes people are spoon-fed information verbally but they don’t read the fine print. Once something happens, they say I didn’t know about that, but they signed the acknowledgment form. Don’t ever sign anything until you understand it,” she said.

Even with complaints like discrimination, other options can work it out by talking one-on-one, and trying to reach for respect and resolution.

“However, if anyone truly feels they are being discriminated against, or working or learning in a hostile environment, I share with them the formal channels they may want to consider utilizing,” she said.

Evens-Carthen, a member of CSUSB Black Faculty, is also an advisor for the Student African American Sisterhood, where she expands her reach to help sororities and fraternities.

Evens-Carthen, a member of CSUSB Black Faculty, is also an advisor for the Student African American Sisterhood, where she expands help for sororities and fraternities of NPHC (National Pan-Hellenic Council), the student African American brotherhood, and the Pan African student success club.

For her, it’s all about sharing information and empowerment. She also holds her Master of Public Administration from CSUSB.

“We’re all together and their advisors can still utilize me to help them,” she said. “I try to make sure I’m visible to all different affinity groups in general because I do embrace diversity. Everyone should have a sense of belonging. No one should let anyone define themselves, but themselves.”

All in all, her lifelong work in human resources and as an Ombuds has been a great professional experience. She appreciates the growth over her time at the campus.

“For the most part, as my grandmother shared with me, if you enjoy what you do for a living, you’ll never have to work another day. Have a passion for what you do, and you will definitely enjoy the journey,” she said.

Of her many awards and accolades, last year she received the Educational Leadership & Community Service Award from Alpha Kappa Alpha Sorority, Inc., Eta Nu Omega Chapter and the Inland Ivy Foundation.

Among her broad swath of volunteerism, she is a member of the American Association of University Women, and the League of Women Voters. She is also member of the American Society for Public Administration, and a member of Life Changing Ministries Church in San Bernardino.

In the future, she plans to continue teaching part-time, but for now, retirement frees up more time for community service. She continues to mentor, and feels that mentorship is critical.

While she is happy to be retiring, she said she is not retiring from life.

“Now I have a chance to get more involved with some of the work in the community, and I really enjoy some of the community service projects that I’m involved in,” she said.