The Ombuds Blog

International Ombudsman Institute Opens Registration for 2012 Conference

2012-02-17T09:19:00.000-08:00

IOI President Beverly Wakem has announced that the IOI 10th World Conference will convene in Wellington, New Zealand on November 12–16, 2012. The meeting will be a forum for Ombuds from around the world to meet to share their experience and expertise. The New Zealand Office of the Ombudsmen, where Wakem serves as Chief Ombudsman, will host the conference.

In addition to the conference sessions and the IOI General Assembly, pre-conference workshops will be offered. Currently two workshops are planned: "Sharpening Your Teeth," a two-day advanced course on conducting systemic investigations taught by André Marin, Ombudsman for Ontario, Canada; and "Managing Unreasonable Complaint Conduct," a half-day session on strategies and skills to effectively and confidently deal with unreasonable complainant conduct taught by Chris Wheeler, Deputy Ombudsman for New South Wales, Australia. The non-member cost for the conference is approximately $1,000; lodging and pre-conference workshops are extra. Priority registration ends June 29. (IOI 10th World Conf.)

University of Rochester Medical Center Creates Ombuds Office

2012-02-17T04:30:00.000-08:00

The medical campus of the University of Rochester in Upstate New York has appointed Mary Berk as its first Ombudsman. Berk will work with hospital patients, families, and staff in a neutral, confidential, independent and informal role. “Adding an ombudsman for our hospital and ambulatory care clinics is a progressive move,” said Jackie Beckerman, director of UMRC's Office of the Strong Commitment, a service excellence program.

According to a news report, Berk started in January and has spent significant time working with concerned families of patients. She is a Licensed Clinical Social Worker. Her husband is the chief executive of University of Rochester Medical Center. (URMC Today; Spinal Cord injury Zone.)

International Foundation for Online Responsibility Unveils Ombuds Program

2012-02-16T09:50:00.000-08:00

The non-profit administrator for the .xxx top-level domain has established an External Ombuds program. The IFFOR Office of Ombudsman will, "receive and respond to complaints and/or concerns about IFFOR policies and the IFFOR policy process." In addition, the office will conduct audits of into the handling of complaints related non-compliance with IFFOR Policies.

According to the charter for the office, the IFFOR Ombuds, "must adhere to the Code of Ethics and Standards promulgated from time to time by the International Ombudsman Association." The website for the new program does not indicate who is serving as the Ombuds. (IFFOR Ombuds.)

Federal Reserve Staffer Provides Overview of Ombuds Program

2012-02-16T09:29:00.000-08:00

In testimony before Congress earlier this month, Kevin M. Bertsch, an Associate Director in the Federal Reserve System's Division of Banking Supervision and Regulation, addressed the role of the agency's External Ombudsman. In essence, he explained that the Federal Reserve System Ombuds provides an alternative dispute mechanism for bankers' concerns about the fairness of the Fed's supervisory process.

Here's an except from his testimony:

[T]he Federal Reserve also has an Ombudsman to provide banks with a means of raising issues regarding the examination process that are maintained in confidence. The Ombudsman also will provide information regarding the appeals process. The Ombudsman provides a neutral, independent, objective facilitator and mediator for the resolution of issues and complaints related to the System's regulatory and supervisory activities. The Ombudsman actively works with banking firms that have concerns about examinations and other supervisory matters, and works independently from the supervisory chain of command. The Ombudsman has broad authority to mediate complaints, including the authority to refer matters to the appropriate Federal Reserve Board committee.

The Federal Reserve maintains a strong anti-retaliation policy to protect any person who uses the appeals process or who contacts the Ombudsman with concerns. The Ombudsman reaches out to every institution that has filed an appeal within six months after the appeal has been decided to inquire whether retaliation has taken place. The Ombudsman also has broad authority to investigate claims of retaliation. Where appropriate, and when corrective action has not been taken, the Ombudsman reports retaliation complaints to the appropriate Federal Reserve Board committee.

The Federal Reserve continues to evaluate methods for improving its appeals process. At the same time, it has been our experience that most disagreements regarding supervisory matters are resolved promptly and informally through direct discussion between the Reserve Banks and the affected institutions, and we would not want to discourage this means of resolution.

Bertsch appeared before the House Committee on Financial Services, Subcommittee on Financial Institutions and Consumer Credit, to discuss the Federal Reserve's perspective on HR 3461, the "Financial Institutions Examination Fairness and Reform Act." Among other things, that bill would create an "Examination Ombudsman" to independently investigate and adjudicate complaints about the bank examinations. Although the Fed's Ombuds program has a similar purview, it does not have investigatory or adjudicatory powers. The current Ombudsman for the Federal Reserve System is Margaret McCloskey Shanks, who also serves as the Associate Secretary of the Board. (Federal Reserve News; OpenCongress HR 3461.)

Related post: Job Posting.

University of Arizona Ombuds Retires

2012-02-15T04:30:00.000-08:00

Somehow, it escaped our notice that Claudia D'Albini, program director of the UA Ombuds Program, retired at the end of November 2011. The campus celebrated her 24 years of service, which included stints with the Office of General Counsel, and the Office of the President, and, since 2003, the Ombuds program.

Within the Ombuds profession, D'Albini was active with California Caucus of College and University Ombuds and she served on the board of directors for the University and College Ombuds Association and the International Ombudsman Association. She served on the editorial board of the Journal of IOA, helped launch the IOA Mentoring Program, and spoke at many conferences. UA has announced that it will conduct a search for a successor. In the interim, Ombuds Co-Chairwoman Sarah Evans will continue the program (although the website is currently down). (Lo Que Pasa.)

FINRA Offers Summer 2012 Externship

2012-02-14T10:33:00.000-08:00

The Financial Industry Regulatory Authority is offering an unpaid externship with its Office of the Ombudsman in Rockville, MD. The extern will work with FINRA Ombuds staff from May 21, 2012 through August 10, 2012 for up to 35 hours per week.

Duties will include a variety of tasks including research, analyses and writing, document review, as well as providing assistance in developing statistical reports, as well as quarterly and annual management reports preparing for investigative testimony and hearings. Applicants must submit a resume, cover letter and graduate school transcript; Only candidates pursuing graduate studies will be considered. Knowledge of securities and ADR preferred, but not required. (FINRA Careers.)

Meet the Ombuds for the University of California San Francisco

2012-02-14T10:24:00.000-08:00

Randy Daron was appointed last summer as the first Ombuds for the UCSF. In a profile by the campus news center, Daron explains how he oversaw the evolution of UCSF’s Work~Life Resource Center into an Ombuds Office. As acting director of the Work~Life Resource Center, Daron provided a range of problem-solving services, including mediation, problem resolution and trainings and presentations on a variety of workplace topics, such as effective communication, emotional intelligence and conflict management.

UCSF's Vice Provost of Academic Affairs, Sally Marshall, explained why Daron was selected for the post. “Daron’s academic training as a clinical psychologist, his work experience in the WLRC, his knowledge of the complexities and culture of UCSF, coupled with his personal standards related to ethics, confidentiality and neutrality all contributed to his appointment.” The article also notes that Daron has completed IOA training. (UCSF News.)

Laramie Schools Hire Ombuds for Bullying Issues

2012-02-14T10:05:00.000-08:00

Laramie County School District, the largest school district in Wyoming, has hired an Ombudsman to work with school administrators, parents and students in cases of bullying. The district has contracted with Marvin Nash, who founded an anti-bullying program called Bullying Hurts, to act as an impartial third party in disputes.

Nash, a professional rodeo clown and educational consultant, said his job is to provide better communication between all parties involved in bullying cases, with the goal of helping students feel safe in school. (Billings Gazette; Bullying Hurts.)

Job Posting: Grantham University

2012-02-14T09:44:00.000-08:00

The for-profit, on-line university based in Kansas City, MO is hiring a Compliance Officer/Ombudsman. According to the posting, the position is responsible for "ensuring consistent compliance with all federal, state and accreditation statutes, rules, regulations and standards" and "will also serve as the designated dispute resolution officer (ombudsman) to provide assistance in resolving student grievances."

Grantham does not have an existing Ombuds program.Applicants must have a bachelor's degree; a JD degree and two or more years of experience in higher education administration are preferred. Applications are due March 6, 2012; No salary indicated. (Higher Ed Jobs.)

Corporate Secretary Magazine: The Role of an Ombudsman in Supporting a Company's Compliance Efforts

2012-02-13T15:37:00.000-08:00

The online version of the periodical for corporate secretaries, general counsel, and governance professionals recently interviewed Jon McBride on the benefits of an Ombuds program. McBride told Aarti Maharaj, Deputy Editor at Corporate Secretary Magazine, why Ombuds are an important complement to formal corporate reporting mechanisms.

You have one cohort of directors: "I'm terrified of what I don't know." And you have another cohort of employees that know things and don't know who to tell. How do you marry up those two interests? The organizational ombudsman is a terrific solution to that. The board members don't need to know the source of issue; they do need to trust their intermediary. That the intermediary will sort the wheat from the chaff and will only bring issues to them that will command their attention.

Jon McBride is a corporate governance consultant that has written previously about the role of the Ombuds. (Corporate Secretary Magazine.)

Minneapolis Schools May Create Ombuds Program

2012-02-13T12:22:00.000-08:00

A story on the long-running contract negotiations between the Minneapolis Public Schools and the Minneapolis Federation of Teachers notes that both sides have agreed to the creation of an Ombuds program. The Twin Cities Daily Planet said, "The district has agreed to MFT’s request to have an ombudsperson to deal with problem solving, and supports MFT’s Problem Solving Protocol." No other details on the Ombuds proposal have been made available. (Daily Planet.)

Job Posting: Federal Deposit Insurance Corp.

2012-02-10T12:37:00.000-08:00

The FDIC is hiring its first "Internal Ombudsman." The position reports to the Chairman of the FDIC and will serve as a neutral and independent third party dispute resolution practitioner whose major function is to provide confidential and informational assistance to managers and employees of the FDIC. The position is thus quite different from the existing FDIC Ombuds program that serves local customers of banks taken over by the agency.

Applicants must have experience serving as an impartial intermediary, confidential consultant and/or expert evaluator responsible for resolving conflict, mediating disagreements or personal disputes, and solving problems to promote a fair, open, and productive work environment. The job is located in Washington, DC. A background investigation will be required. The GS-15 position pays $128,835 to $213,164 per year and applications are due February 28, 2012. (USAJobs.)

Columbia Adds Course on Advanced Ombuds Practice

2012-02-10T11:00:00.000-08:00

John Zinsser will be the instructor for "Advanced Ombuds Practice and Organizational Change," a spring 2012 offering for the Master of Science in Negotiation and Conflict Resolution program at Columbia University.

Here's the course description:

Building on the concepts introduced in Fundamentals of Ombudsman Practice, this course will explore the principles, leading practices and key considerations associated with designing, establishing and embedding an ombudsman function within an organization. Attention will be given to strategies for generating buy-in for the creation of an ombudsman program and managing the organizational change associated with implementation. Legal issues associated with establishing and operating an ombudsman program will also be addressed. We will explore approaches for understanding and appropriately communicating ombudsman program effectiveness, impact and contributions through measurement, reporting, and stakeholder relations, both to sustain existent programs and make new programs possible.

(Columbia Course Description; Faculty Profile.)

Related posts: Columbia Offers Ombuds Course Again.

Society of Women Engineers Magazine Article on Ombuds

2012-02-09T04:30:00.000-08:00

The winter issue of the SWE periodical includes an article: "A Fresh Look at the Organizational Ombudsman." The piece is based partly on interviews with attorney and author Chuck Howard, Ilene Butensky, Ombudsman for the Eaton Corp., Marsha Wagner, Ombuds at Columbia University, and Mary Rowe, Ombudsman at MIT. The article explains that Ombuds are an important resource for women who continue to face gender bias in the engineering profession.

The nonprofit Society of Women Engineers has over 17,000 members in nearly 100 professional sections and 300 student sections throughout the U.S.(SWE Magazine.)Related post: Asian Scientist Magazine: The Organizational Ombudsman Can Help.

Harvard Medical School Ombuds to Speak at UMass Boston

2012-02-08T04:45:00.001-08:00

Melissa Brodrick, the Ombudsperson for Harvard’s Medical School and its affiliate institutions, will explain the role of an Organizational Ombuds at the University of Massachusetts Boston on February 14, 2012. The event is offered as part of the Graduate School of Policy and Global Studies program in conflict resolution. UMass Boston does not have an Ombuds office, but UMass Amherst and UMass Dartmouth do. The Ombuds Office at UMass Lowell closed in 2008. (UMB Events.)

Job Posting: United Nations

2012-02-08T04:45:00.000-08:00

The Office of the UN Ombudsman and Mediation Services in New York is hiring a Director of Mediation. The position has responsibility for the mediation activities under the overall direction of the UN Ombudsman and shall consult with the Ombudsmen of the Funds and Programmes and of UNHCR on matters relating to these agencies.

Applicants must have an advanced university degree in in alternative dispute resolution or related area; 15 years of relevant work experience; fluency in English; and a demonstrated knowledge of alternative dispute resolution approaches, especially mediation. Applications are due by April 6, 2012. No salary indicated. (UN Careers.)

International Ombudsman Institute Publishes 2010-11 Annual Report

2012-02-08T04:35:00.000-08:00

In the last fiscal year, the IOI General Secretariat reports that membership increased to 135 from 122 in 2009-10. The report highlights IOI initiatives, including training programs and investment projects. The IOI updates its research work and reports that it is currently implementing the first comparative study of independent ombudsman institutions in the Asia–Pacific region.

Looking ahead, IOI has two clear priorities: 1. preparing for the IOI world conference in New Zealand in 2012; and 2. implementing a comprehensive IOI reform, which will focus on transparency and accountability. The report was authored by IOI President Beverley A. Wakem and Secretary General Peter Kostelka. (IOI Annual Report.)

IOA Offers Training Programs at 2012 Conference

2012-02-07T04:35:00.000-08:00

The International Ombudsman Association will offer several training programs before its annual conference in Houston on April 15.

Pre-Conference Full Day Courses

Conflict Coaching for the Organizational Ombuds withMelissa Brodrick, Ombudsperson, Harvard Medical School/Dental School/School of Public Health
Using Mediation to Deal with Workplace Bullyingwith Barbara McCulloch, The University of Auckland, New Zealand

Pre-Conference Half Day Morning Courses

Improving the Organization's Conflict Climatewith Michael Dues, Professor, University of Arizona, andSue Theiss, Ombudsman, Oregon State University
Mind-Hack: Ombudsing with the Brain in Mindwith Mauricio Ramos, Corporate Ombudsman, Sandia National Labs

Pre-Conference Half Day Afternoon Courses

Managing Up: Helping Visitors Improve Relationships with their Supervisorswith Nancy Day, Faculty Ombudsperson, University of Missouri, Kansas City, and Doranne Hudson, Associate Teaching Professor & Executive in Residence, University of Missouri, Kansas City
The Culture Bump® Approach: Embracing our Prejudices… An Ombudsman’s Guide to Universal Connectionswith Carol Archer, Instructor, LCC/University of Houston,Jim Wohl, Ombudsman, Auburn University, andStacey Nickson, Associate Director, Biggio Center, Auburn University

(IOA Pre-Conference Training Info.)

Drexel University Names New Ombuds

2012-02-06T10:38:00.000-08:00

David H. Flood, PhD, has been appointed as the next Ombuds for the private research university in Philadelphia. Flood has been a faculty member at Drexel since 1976. In addition to his primary appointment in the College of Nursing and Health Professions, Flood has a secondary appointment in Drexel’s College of Medicine. he teaches courses in medical and healthcare humanities and healthcare ethics.

Flood received his bachelor’s and doctoral degrees in English Literature from the University of Pennsylvania and recently completed the Intensive Bioethics Course at Georgetown University’s Kennedy Institute. A website for the new office is now online. (Drexel Ombuds; Faculty Profile.)

Job Posting: McKesson

2012-02-06T10:29:00.000-08:00

McKesson Corporation, the largest health care company in the world and 15th largest company in the United States, is hiring a "Director Employee Relations\Ombudsperson" for its Specialty Care Solutions and US Oncology division in Texas. According to the posting, the position is...

Responsible for the development, implementation and evaluation of various Employee Relations initiatives and objectives. Proactively leads strategic planning and consultation to management in understanding the impact of a broad range of Employee Relations issues and activities and its influence on performance and productivity. Counsels employees, supervisors and management when necessary to help resolve conflicts. Has responsibility to investigate and resolve issues surfaced across all CSA practice locations. Responsible for the 'Open Door' and other ER programs. Reports to Senior Vice President Human Resources for MSH.

Applicants must have a bachelor's degree in business or industrial relations (Master's degree preferred) and at least 10 years of experience. No salary or closing date indicated. (McKesson Jobs.)

Brown University Announces New Faculty Ombuds

2012-01-31T12:13:00.000-08:00

Ruth Kohorn Rosenberg, currently director of student mediation in the Office of Student Citizenship at MIT, will become the next Faculty Ombudsperson at Brown University on February 22, 2012. The appointment reopens an Ombuds Office that was closed in 2009. Rosenberg will handle issues and concerns from the university faculty, postdoctoral research fellows and associates, and the University.

According to the press release:

Rosenberg has more than 25 years experience in conflict engagement. She designs and teaches numerous courses and workshops on conflict engagement skills at MIT and in New England. She is immediate past president of the New England Chapter of the Association for Conflict Resolution and an adjunct professor at Roger Williams University School of Law. She is a facilitator and mediator with the Massachusetts Office of Dispute Resolution and the Community Mediation Center of Rhode Island. Rosenberg served as the director of family mediation services at the Cleveland Mediation Center. She was assistant dean for academic affairs in the Division of Biology and Medicine at Brown, before going to MIT in 2007. At MIT, she developed a number of innovative outreach programs for undergraduates, graduate students, and faculty, including an active bystander program and basic mediation workshops. She also serves as a freshman adviser and teaches a freshman advising seminar.

Rosenberg graduated from Smith Colleg, earned a JD from the University of Connecticut School of Law, and a received a certificate in nonprofit management from Case Western Reserve University. (Brown Press Release.)

Job Posting: Department Of Agriculture

2012-01-31T10:44:00.000-08:00

The USDA is hiring a Food Safety Ombudsman. According to the job posting, "The primary purpose for this position is to respond to employee concerns related to the humane handling and slaughter of animals and other duties pertaining to the food safety mission as assigned by the Under Secretary." Duties will include implementing "an employee ombudsman program aimed at identifying and facilitating resolution of substantive and administrative program management issues raised by or of concern to employees and citizens as potentially threatening food safety effectiveness."

In addition to conflict resolution skills, applicants should also have knowledge of food safety policies, structure, functions and practices of the United States' meat and poultry industries. The GS-14 position pays $96,690-$125,695.00 per year and applications are due tomorrow, February 1, 2012. Location of the position will be negotiated after appointment. (USAJobs.)

Related post: GAO Urges USDA to Hire Ombuds (2008); USDA Announces New Ombuds Program.

Ombuds Term Paper for Sale

2012-01-31T10:37:00.000-08:00

TermpaperWarehouse is offering an essay titled, "Corporate Ombudsman." It was submitted by a user named Kwalters on January 29. Price available only to registered users.

Here's a clip:

In recent years, as the value of an ombudsman program has become apparent, many governmental, private sector, and academic organizations have chosen to design and implement a program. Simply stated, almost any organization can benefit from the informal dispute prevention and resolution processes offered by Ombudsmen. (Coalition of Federal Ombudsmen, 2006) Every level in an organization benefits from the neutral and unbiased guidance provided by the Ombudsman, whether it is effective and efficient conflict resolution to providing acceptable guidelines to codes of conduct within organization. The Ombudsman’s neutral position provides an opportunity for concern or complaint to be freely expressed without the fear of repercussion from others.

(TermpaperWarehouse.)

IOA Publishes Survey of Ombuds Compensation

2012-01-30T08:58:00.000-08:00

The International Ombudsman Association has released its 2010 Compensation and Ombudsman Practice Survey. The year-long study of IOA members collected an unprecedented amount of data about the work done by and compensation of Organizational Ombudsmen. The data show that the 2010 median salary in the U.S. was $82,000 for Academic Ombuds, $150,000 for Corporate Ombuds, and $133,000 for Government Ombuds. The authors of the study believe the data will be valuable for individual practitioners and organizations interested in creating an Ombudsman Office.

The IOA website lists other findings from the 2010 Survey:

In the Academic Sector

Average salary from 2009 to 2010 increased by 0.6% for full-time solo practitioners and by 1.0% for part-time solo practitioners.
Average salary among full-time co-equals increased 1.5% from 2009 to 2010.
OOs reported more high risk cases than in previous years related to individual job security, reputation of organization, individual health.
OOs reported engaging in more facilitation/mediation and training than in previous years.

In the Corporate Sector

Average salary for full-time solo practitioners increased 3.5% from 2009 to 2010.
Average salary among co-equals increased 2.3% from 2009 to 2010.
50% of Canadian respondents reported receiving a bonus; average bonus doubled from 2007.
Operating budgets in 2010 ranged from $9,100 to $1.8 million.
Os reported engaging in more facilitation/mediation, training, contacting compliance office within the organization than in previous years.

In the Government Sector

Difference in average salary of full-time solo practitioners from 2009 to 2010 was negligible.
Average salary of full-time managing/co-managing OOs increased 1.6% from 2009 to 2010.
40% reported receiving a bonus, approximately the same percentage of those in 2007.
OOs reported seeing more of the following than in previous years: more than 3 issues in a case, multiple sets of rules, codes, contracts, or regulations, cases lasting 3+ months

In the Nonprofit/Other Sector

18% reported receiving a bonus in 2010, up from 2007.
Operating budgets in 2010 ranged from $60,000 to $1.2 million.
OOs reported seeing more of the following than in previous years: groups as visitors, multigenerational issues, more than 3 issues in a case.

IOA members have access to a free copy of the report. Non-members and the general public may purchase the 2010 Compensation and Ombudsman Practice Survey for $200.00. (IOA News.)

Prior post: IOA Completes Ombuds Compensation Survey.

University of British Columbia Students Vote to Fund Ombuds Office

2012-01-30T08:36:00.000-08:00

The student society, AMS, passed a referendum to raise funds to ensure the continuation of the campus Ombuds Office. AMS mustered enough votes to approve the sale of art from its permanent collection and to impose an annual Ombudsperson fee in the amount of $1 CDN. The UBC Ombuds Office--which was established in 2009 and which is funded jointly by AMS, the university and the graduate student body--had been imperiled by a budget deficit facing the student society. (Ubyssey.)

The UBC Ombuds Office was established by Shirley Nakata, Ombudsperson for Students, and now includes Joy Coben, Ombuds Officer. (Ubyssey.)

Call for Proposals: ACR New York 2012 Conference

2012-01-30T08:18:00.000-08:00

The Association for Conflict Resolution Greater New York Chapter seeks proposals for its annual meeting on Thursday, June 21, 2012. The overarching theme for ACR-GNY programs in 2012 is ‘Diverse Dispute Resolution in Tough Times.’ In past years, several Ombuds have presented at this conference.

The eleventh ACR-GNY annual conference will be held at Cardozo Law School. All workshops sessions will be 75 minutes and are likely to be held in a lecture theater with an audience of between 20 and 60 people. Speakers may be offered a preferential rate if they attend the rest of the conference. The deadline for submitting proposals is February 14th, 2012.

IOA Opens Registration and Posts Agenda for 2012 Conference

2012-01-26T04:30:00.000-08:00

Registration is now open for the Seventh Annual Conference of the International Ombudsman Association on April 13–18, 2012 at the Hyatt Regency in Houston, Texas. Special pricing is being offered for attendees who also register for Ombuds 101. Priority registration closes on March 23. IOA has also posted an expected agenda for the conference.

Day One -- Monday, April 16, 2012

Conference Welcome & Opening Remarks

Keynote Address: David Yamada, Professor of Law, Suffolk University Law School

IOA Pre-Annual Business Meeting Discussion (Limited to IOA Members Only)

Lunch

Concurrent Sessions

Resolving 21st Century Disputes with a Pre-Historic Mind (Geoff Drucker, Manager, Dispute Resolution Services, American Health Lawyers Association)
Understanding Your Cultural Patterns Across Conflict Styles (Bernard Anderson, Associate University Ombuds, Kennesaw State University; Deidra Dennie, Director of EEO, Kennesaw State University)
Confidentiality as a Standard of Practice, Challenged and Challenging (Ilene Butensky, VP Office of the Ombuds, Eaton Corporation; Nicholas Diehl, Deputy Ombudsman, American Red Cross; Charles Howard, Partner, Shipman & Goodwin LLP; Craig Mousin, University Ombudsperson, DePaul University; The JIOA Editorial Board)
Supervisors are People, Too: Ombuds Work with Managers (Kirsten Schwehm, Ombudsperson, Louisiana State University; Jim Wohl, Ombudsperson, Auburn University)
The Ombuds as Trainer (Melissa Brodrick, Ombudsperson, Harvard Medical School/Dental School/School of Public Health; David Michael, Deputy Ombudsman, National Institutes of Health)
Systems Thinking in the Ombuds Office: Theory, Tools, and Practice (Howard Gadlin, Ombudsman, National Institutes of Health; Wendell Jones, Ombudsman (Emeritus), Sandia National Laboratories; Jan Morse, Ombudsman, University of Minnesota)

Concurrent Sessions

Why Internationally Mobile Students Need (more) Internationally Active Ombudsmen (Josef Leidenfrost, Austrian Student Ombudsman)
Rethinking the Ombuds Role When Mediating (Howard Gadlin, Ombudsman, National Institutes of Health; David Michael, Deputy Ombudsman, National Institutes of Health)
Exposing the Best Kept Secret - Ombudsing Works (Ilene Butensky, Eaton Corporation)
Case Review with an Experienced Ombuds (Tom Sebok, Director, Ombuds Office, University of Colorado, Boulder; Mary Chavez Rudolph, Associate Director, Ombuds Office, University of Colorado Denver)
The Neuro-Ombuds: Apollo 13, the Ombudsman and Helping Visitors Create Breakthroughs (Mauricio Ramos, Corporate Ombudsman, Sandia National Labs)
Managing the “Proximity Effect” – Impact on Ombuds’ Visitor Demographics and Office Utilization in Global Organizations (Patricia Lynch, Ombudsman, United Technologies Corporation; Odile Rheaume, Respectful Workplace Advisor Program Administrator, The World Bank Group; Thomas Zgambo, Ombudsman, The World Bank Group)

Cocktails with the IOA Board

Day Two -- Tuesday, April 17, 2012

Keynote Address: Michael Dues, Lecturer, University of Arizona, Management Consultant

IOA Annual Business Meeting (Limited to IOA Members Only)

Concurrent Plenary Sessions (for Non-Members)

The Ombuds Behind the Scenes (Jayla Henry, Halliburton)

Lunch / Lunch for Ombudsman New to the Profession & First Time Attendees*

Concurrent Sessions

Analyze This! Adapting the Law School IRAC Framework to Ombuds Case Analysis (Donna Douglass Williams, Ombudsperson, World Health Organization; Indumati Sen, Ombudsman, International Baccalaureate Organization)
Corporate Organizational Ombudsman Round Table (Amos Morale, Ombudsman, Marathon Oil Company; Gary Yamashita, Manager, Global Office of Ombuds, Chevron Corporation)
A Classical Ombudsman's Survival in Tough Economic Times (Stephanie Maxberry, Ombudsman, Los Angeles County Office of Ombudsman)
The Process of Bullying (Sue Theiss, University Ombudsman, Oregon State University)
Increasing Your Effectiveness with Visitors: Establishing Rapport and Engaging in Case Reflection (Mary Chavez Rudolph, Ombudsman, University of Colorado Denver; Howard Gadlin, NIH Ombudsman, National Institutes of Health; Patricia Ponce, Associate Ombuds, California Polytechnic State University; Tom Sebok, Director, Ombuds Office, University of Colorado Boulder)
Latest Developments in the Certified Organizational Ombudsman Practioner® (CO-OP®) Program (Constance Bernard, Ombudsman, The World Bank Group; Wendy Friede, Consulting Ombuds, Friede Consulting Services; Jennifer Moumneh, Associate Ombudsman, University of California, Irvine; Albin Swenson, Ombudsman, Chevron Corporation; Marsha Wagner, University Ombuds Officer, Columbia University)

Sector Forum Discussions

Academic
ADR
Corporate
Government
International
Other

Day Three -- Wednesday, April 18, 2012

Keynote Address: Sherry D. Williams, Esq., Sr. VP, Chief Ethics and Compliance Officer, Halliburton

General Session (Thomas Zgambo, Ombudsman, The World Bank Group)

Volunteer Recognition Luncheon

Concurrent Sessions

A Quest for Fairness (Douglas Melville, Ombudsman for Banking Services and Investments (Canada))
Straight Thinking: Common Logical Fallacies an Ombuds Should Know (Brian Bloch, Ombudsman, ISKCONResolve)
Inclusion of the Physically Challenged in the Workforce (Chantal Perreault, President, Ombudsman Solution)
Employment Law for Ombuds – What do we really need to know? (Judy Bruner, UC San Diego)
Ombudsman Pecha Kucha (Nicholas Diehl, Deputy Ombudsman, American Red Cross)
The Culture Bump® Approach: Embracing our Prejudices… An Ombudsman’s Guide to Universal Connections (Carol Archer, Instructor, University of Houston; Jim Wohl, Ombudsman, Auburn University; Stacey Nickson, Assistants Director, Biggio Center, Auburn University)
Concurrent Sessions What Would You Do? (Melinda Miner, Sr. Ombudsman and Analyst, Halliburton Dispute Resolution Program)
What To Do With All That Data?! (Kelley Alexander, Ombudsperson, Georgia State University)
You Can Remain Plugged In – Using Electronic Communication and Remaining Confidential – The Next Generation (Craig Mousin, University Ombudsperson, DePaul University; Arlene Yetnikoff, Director of Information Security, DePaul University)
The Sustainable Ombuds: Taking Charge of Taking Care (R. Ellen Schreiber, Ombuds, University of Idaho)
Corporate Organizational Ombudsman Round Table (Amos Morale, Ombudsman, Marathon Oil Company; Gary Yamashita, Manager, Global Office of Ombuds, Chevron Corporation)
Ombudsing in a VUCA World (Dr. Patrick Robardet, Montreal (French) School Board)

(IOA 2012 Conf. Info.)

Yoshiko Takahashi: Founding Ombuds at Keio University

2012-01-25T07:45:00.000-08:00

Professor Yoshiko Takahashi passed away on January 22, 2012. She established the first Organizational Ombuds office in Japan when she opened an office at Keio in 1998. Takahashi was director of the Keio Ombuds Office until 2002. She translated IOA materials into Japanese and helped coordinate other Ombuds programs in the Asia and Pacific Region. She was a speaker and contributor to many dispute resolution and Ombuds programs. (Takahashi Lab; IOA Newsletter, Dec. 2005.)

2012 ABA Dispute Resolution Conference in Washington

2012-01-25T07:40:00.000-08:00

The twelfth annual meeting of the American Bar Association's section on dispute resolution will take place in Washington, DC on April 18–21, 2012. Perhaps because it conflicts with the IOA conference, no Ombuds are scheduled to speak this year. Nonetheless, there are sure to be topics to interest Organizational Ombuds at the country's largest dispute resolution event. (ABA DR Conf Info.)

India's Universities Will Implement Ombuds for Students

2012-01-24T04:35:00.000-08:00

India's Ministry of Human Resource Development has decided that higher education institutions shall have an Ombudsman to handle grievances from students and applicants. The new requirement will apply to all central universities, IITs, IIMs, NITS, IIITs, private and government-run deemed universities and all higher educational institutions under various Central government ministries. “The new system would be in place before the next academic year,” said HRD minister Kapil Sibal.

The HRD website provides more information about the scheme:

Applicants for admission and students can apply to the Ombudsman for redressal of grievances and the Ombudsman shall deliver his/her order within one month. Although the order would not be binding on the institution, the regulator would rely on the frequency of non-observance to decide on continued recognition to such institutions.

The Ombudsman shall have the jurisdiction to hear grievances concerning denial of admission, non-observance of declared merit in admission, non-observance of applicable regulations for reservation, with-holding of documents and non refund of fees in case of withdrawal of admission, discrimination and other such matters concerning students in pursuit of studies in the institution. In case of matters concerning weaker sections such as SCs/STs/OBCs or minorities, the Ombudsman can co-opt a person of eminence from the area coming from the weaker section to assist him/her in arriving at a decision.

Additional details are to be released by other regulatory agencies. According to press reports, HRD decided to issue the executive order when Parliament failed to pass several higher education reform bills. (HRD Press Release; Times of India; Hindustan Times.)

Purdue Appoints Ombuds for Biological Sciences Department

2012-01-24T04:30:00.000-08:00

Shelli Taylor and Joseph Vanable, PhD,, have been named as the Ombuds for employees of the university's Department of Biological Sciences. According to a new website for the service, the appointment came as part of the department’s strategic planning and seeks to diminish issues amongst faculty, staff and students. The new Ombuds will, "offer informal, confidential help for all employees who have an issue that they are unsure of the appropriate channels to follow."

Taylor is a secretary for the Biological Sciences. Vanable is a Professor Emeritus. He has been a liaison with the satellite campuses, convener of the teaching assistants committee, and was an associate head for three years. Purdue University, which has an Ombuds for graduate students, has considered an Ombuds for staff for several years. (Purdue Biological Sciences Ombuds.)

Ombuds Of Texas Announces First 2012 Meeting with New Leadership

2012-01-23T10:42:00.000-08:00

The OOT will hold its next meeting at the Lower Colorado River Authority's Dalchau Service Center in Austin on Wednesday, February 8, 2012. The morning session will feature a presentation on conflict coaching by Pattie Porter, LCSW, of Conflict Connections. In the afternoon, the new leadership team will be introduced, including co-chairs Lauren Bloom of the University of Texas and Andrew Canham of Texas Tech University. The afternoon will also include an update on the OOT mentoring program.

The balance of the leadership team includes:

Communication and Web Chairs
Ray Glenn, Area Agency on Aging
Erin Knight, Texas Department of Aging and Disability Services
Doreen Martinez

Professional Development and Logistics Chairs
Candace Jennings, Texas Department of Aging and Disability Services
Mary Moody, Texas Workforce Commission
Amos Morale, Marathon Oil
Beverly Reeves, Austin Independent School District
Mary Steinhardt, The University of Texas

Mentoring Team
Melinda Miner, Halliburton, Chair
Walt Krudop, Adjunct Professor, St. Edwards University

(OOT Meeting Agenda and Calendar.)

Three Questions for Hamline's Ombuds

2012-01-23T09:27:00.000-08:00

Molly McAvoy, the Ombudsman for Hamline University, was recently interviewed by the Twin Cities Star Tribune. Although she helps faculty, staff and students work through their issues as a neutral third party, she says that coaching individuals to handle their own situations often yields better results. The newspaper asked her three questions.

Q: How do you help people through conflicts?
A: When people are in conflict, it's often because they have different styles of communication. Or they just don't hear each other. My job is to bring them to the table and elicit more information, ask questions, and get them to say what they are really thinking.

Q: Is your job stressful?
A: It can be ... but the beauty of this position is that I'm not part of the conflict, and I can help people move through it. There are always some cases where the outcome is really going to impact a person's life ... and those are really difficult.

Q: What do you enjoy about your job?
A: For someone to be able to tell their story and be heard can really make a difference ... sometimes that's the only thing they need to move forward. (Vita.mn.)

Follow-Up on Decision to Protest SOPA

2012-01-20T07:56:00.000-08:00

Chris LeHatte, the ICANN Ombudsman, makes an excellent point related to my decision to take a position against the Stop Online Piracy Act (HR 3261) and related legislation.

At his blog, he writes:

Some of my ombuds colleagues have joined in the protest about legislation before the US Congress, expressing concerns about the effect of freedom in various ways. I am not a resident of the United States and would be hesitant to make submissions or protest legislation before a foreign government. I respect the right to free speech and the right to protest but I am not going to make comment either for or against this legislation. An important part of the role of an Ombudsman is neutrality, and a political campaign is no exception. Who knows when a protest like this might undermine a decision on fairness, if one of the parties was affected by something which happened in relation to the protest or the legislation? So I decline to participate, not because I support or oppose the legislation, but because I must maintain neutrality. (ICANN Ombudsman Blog.)

I agree with his point and respect his decision on this issue. Neutrality is a critical attribute of Ombuds work. I know many ombuds who will not reveal their political, religious or social views–even to their colleagues.

My decision to speak out on SOPA reflects only my work as the publisher of the Ombuds Blog. I felt it important that my readers know that the blog would probably shut down if SOPA were to be implemented as currently written.

Related post: Ombuds Blog Goes 'Dark' to Protest SOPA.

Job Posting: Council of Europe Development Bank

2012-01-19T09:25:00.000-08:00

The multilateral development bank located in Paris is soliciting applications for an Ombudsperson/ Mediator. The position will act as an impartial intermediary between CEB agents and the administration of the Bank. Services will be provided four times a year on three consecutive days each.

Applicants must have experience in matters concerning the international civil service, preferably with an international financial institution, and very good command of English and French. It is expected that the fee will be in the region of €800 per working day, plus travel expenses to and from Paris. Applications are due by February 10, 2012. (CEB Announcement.)

Save the Date for 2012 Summer Academic Ombuds Meeting

2012-01-19T09:09:00.000-08:00

The tenth annual summer meeting of college and university Ombuds will take place on Monday, July 23, 2012 at the University of Wisconsin–Madison. It will be preceded by a New Ombudsperson Workshop on Sunday, July 22. This marks the first time the meeting will not be hosted by Northern Illinois University.

More details from the organizers:

Our collective Wisconsin ombuds team is busy planning the annual summer gathering in the tradition established through the leadership of Tim Griffin and Mary Ann Erickson at Northern Illinois University. We are excited to welcome you to Wisconsin’s beautiful capital city and Madison’s lakeshore campus this July!

We invite you to join the stimulating conversations and contribute your perspectives and experiences in promoting the advancement of the academic ombuds role. Stay tuned for more details.

Please consider forwarding this email to other academic ombuds colleagues who may be interested in joining us.

Questions? Contact Co-Chairs: Rosa Garner rgarner@wisc.edu or Kerry Egdorf kerry.egdorf@marquette.edu

(IOA News.)

Job Posting: Savannah State University

2012-01-19T09:01:00.000-08:00

The historically black university Georgia is hiring a "Student Ombudsman & Advocate." The position description does not conform to IOA standards--e.g., although confidential, it is expected to "provides advocacy" and to "maintain permanent and pertinent records." Nonetheless, this is a new position for the university. Applicants must have a bachelor's degree and 2-3 years of experience in a college/university setting. No salary or application deadline indicated. (Higher Ed Jobs.)

Job Re-Posting: U.S. Coast Guard

2012-01-19T08:49:00.000-08:00

For a second time, the Coast Guard has reopened its search for a Regional Ombudsman Coordinator to be stationed in Oakland, CA. The position will administer and develop all aspects of the CG Ombudsman Program, and provide feedback to the local Health, Safety and Work-Life Service Centers and the Ombudsman Program Manager.

Applicants must have a degree in behavioral or social science or in a related discipline appropriate, or relevant work experience. The GS-12 position pays $81,460-$105,897 and applications are due by January 27, 2012. (USAJobs.)

Prior: Job Posting.

University of North Dakota to Reconsider Ombuds

2012-01-19T08:45:00.000-08:00

The public university in Grand Forks is looking again at the possibility of a campus Ombuds program. The Standing Committee on Faculty Rights will meet today to resume consideration of an Ombuds. In 2009, a task force on diversity and bias-related incidents, recommended the university hire an Ombuds to report directly to the president. (UND Newsletter; Task Force Report.)

Alumni Candidate for Penn State Board Suggests Ombuds

2012-01-19T08:29:00.000-08:00

Prompted by the recent controversy involving its football program and allegations of child abuse, thirty alumni have applied to run for three open positions on the Pennsylvania State University Board of Trustees. One of these alumni, Richard Marshall, wants the university to create an Ombuds for employees and others. Marshall is head of transformation services for AllianceBerstein, which hired its first Ombuds in 2004. Penn State currently has an Ombuds network for faculty issues headed by University Ombudsperson Deborah F. Atwater. (Philadelphia Inquirer.)

Ombuds Blog Goes 'Dark' to Protest SOPA

2012-01-17T21:00:00.000-08:00

This blog is joining the protest against the Stop Online Piracy Act (HR 3261) and related legislation pending before the U.S. Congress. Although SOPA seeks to protect intellectual property, it would prevent me from linking to any other website unless I first confirmed that website was entirely free of any infringing links. The consequences of failing to take this onerous precaution would be extreme. In short, this blog could not exist if SOPA were implemented. Major websites such as Wikipedia, Reddit, and Boing Boing are going entirely dark on January 18, 2012. This is the best I can do.

Learn more at OpenCongress and Wikipedia.

Interview of Oberlin Ombuds

2012-01-17T09:16:00.000-08:00

Oberlin College Ombudsperson Yeworkwha ("YB") Belachew is interviewed in the most recent edition of the campus newsletter. The conversation focused on the Oberlin College Dialogue Center (OCDC), which Belachew established shortly after she opened the Ombuds Office 11 years ago. OCDC trains students, staff, and faculty, and promotes social change through conflict transformation, mediation, community building, and dialogue. Belachew says that working with OCDC students is the most satisfying part of her job. (Around the Square.)

Lessons From a Case of Sexual Harassment

2012-01-17T08:56:00.000-08:00

An anonymous MIT alumnus blogs about her first incident of workplace sexual harassment and offers nine salient pieces of advice. For example: 3. Know your allies, and use them; 6. Whatever you do, don’t lie to Human Resources; and 7. Protect your reputation. Most especially, her advice regarding the use of an Ombuds office is right on.

2. Your “Ombuds” office may not be an Ombuds office. Organizational Ombuds offices follow the IOA Standards of Practice—this includes most college and university Ombuds, as well as many Ombuds in government agencies and corporations—whereas other Ombuds are actually compliance officers using the “Ombuds” label. IOA-following Ombuds are designated as confidential, independent, and neutral, do not keep case records for the employer, and do not accept “notice” of illegal behavior on behalf of the employer. In other words, they can offer you options without having the managerial responsibility of performing a formal investigation. In contrast, a compliance officer does keep records, accepts “notice,” and is required to take action or see that action is taken. This critical difference determines whether you can maintain a confidential identity, control the course of the actions against your harasser, etc. Do your homework before your report to any office in your organization!

(Graduate Women at MIT.)

Portland State University Six Months Post Ombuds

2012-01-17T08:40:00.000-08:00

An article in the PSU Vanguard explains how the campus has tried to fill the role of the Ombuds Office six months after it was closed. Most of the Ombuds matters are being diverted to other offices such as the Dean of Student Life, Human Resources, and Academic Affairs. However, Michele Toppe, Dean of Student Life, admits that there are very few people on campus who are truly confidential.

Unfortunately, the article does not answer its own question: "What was gained and what was lost by the closing of the Ombuds Office?" (PSU Vanguard.)

Albuquerque Realtors Launch Ombuds Program

2012-01-12T13:26:00.000-08:00

The Greater Albuquerque Association of Realtors has implemented an Ombudsman Program for local members, and their clients and customers. According to the new website, the GAAR Ombudsman Program, "provides a neutral, informal, and flexible avenue to address a wide range of concerns with a variety of tools and approaches."

Bruce MacAllister, former Los Alamos Ombuds, and his consulting firm helped set up the program. MacAllister says that the program is based on both the National Association of Realtors and IOA standards of practice and codes of ethics, and that it is staffed by volunteer realtors. (GAAR Ombuds; BizExTeam Blog.)

Day in the Life of the ICANN Ombuds

2012-01-12T10:36:00.000-08:00

In his latest blog post, Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, reveals his daily routine. Organizational Ombuds serving a local population will find that LaHatte, who serves stakeholders around the globe, has a very different day.

A typical day for me starts around 6:30 a.m. like many in the ICANN world, time zones become irrelevant, and so I keep my phone close at all times so I can check on incoming e-mail and messages. This now includes messages via Facebook, because of my new Facebook page. So my routine is to then come downstairs to where my laptop is plugged in. I work from an antique Korean writing desk so I can just unfold the lid and get to work. As I am a typical New Zealander, this also involves making a cup of tea. I then settle in and clear e-mails, check my tasks for the day and my diary.

Like many other Ombuds, LaHatte compensates for his isolation by maintaining strong connections with local professionals unaffiliated with ICANN. (ICANN Ombudsman Blog.)

IOA Makes Further Upgrades to Website

2012-01-11T13:46:00.000-08:00

The Communications Committee of the International Ombudsman Association has announced several improvements to the IOA website, which was completely revamped less than a year ago. Although most of the resources are available only to IOA members, an abridged version of "Making Ombuds Offices Accessible," is available to the public.

A full summary of the updates:

Making Ombuds Offices Accessible: A new resource to help ombuds make their offices accessible to those with disabilities is now posted in the Resource Library in the Members Only area of the IOA website. A limited version of this information is available on the public portion of the site under the Resources menu as well. Many thanks to Suzy Rosen Singleton of Gallaudet University and Samantha Levine-Finley of NIH for their work getting this information put together and posted.
Best Practices for Office Charters: This document, located in the Resource Library in the Members Only area, provides a general outline of the information that is typically included within ombudsman office charters. Many thanks to Jean Griffin of the University of Cincinnati for her work in leading this effort.
Effectiveness of Organizational Ombudsmen: This list, located in the Ombudsman Office Management and Administration Materials section of the Members Only area, includes a variety of recommended readings related to assessing and communicating the value and effectiveness of ombudsman offices. Many thanks to Mary Rowe of MIT for her work in putting this information together.
Printer-friendly option: A "printer-friendly" button has now been installed throughout the IOA site allowing members to print out pages, including The Independent Voice, in a clear, efficient format. Thanks to Samantha Levine-Finley for her work in getting this completed.

(IOA News [bold not in original].)

Related post: IOA Website Gets Major Upgrade.

Interview of New Ombuds for Medical College of Wisconsin

2012-01-11T13:34:00.000-08:00

Milwaukee Public Radio has posted its conversation with Peter Layde, the newly appointed Ombudsman for the private medical and graduate school. Layde distinguished his role from the more familiar Ombuds in media and explained how he works with faculty, staff and students.

He was drawn to the role after the new president of Medical College of Wisconsin sought to improve the climate of the school. Layde says that his feedback reflects a progressive approach to management:

I think in general there's a lot more interest in benefiting from the experience and wisdom of every not just the senior management. So this is very much an alternative to some of the traditional, hierarchical approaches to management.

Layde also says he has been busy in the part-time position. The 10-minute interview is a great overview of the profession. (WUWM Lake Effect.)

Chuck Howard Article for Constitution Daily

2012-01-11T13:19:00.000-08:00

The leading attorney for Organizational Ombuds has written an article for the National Constitution Center’s blog. As he has in other pieces, Howard explains the incentives that discourage people from reporting workplace misconduct. He concludes that more Ombuds would fill the governmental need for corporate governance reform while safeguarding the interests of individuals.

Recent American history has demonstrated the need for more careful oversight of corporate conduct and the importance of the whistleblower as an agent of sound business practice. But as Congress’s efforts demonstrate, legislative attempts to fix our corporate governance problems—by offering bounties, sanctioning anonymous reporters and encouraging reports of misconduct directly from employee to the SEC—are not likely to be successful and could prove to create more problems than they solve. A better answer would seem to lie in corporations aggressively addressing their own internal procedures in a way that safeguards constructive reporting and, through that, mitigates the need for governmental intervention.

(Constitution Daily.)

IOA Elects Six to Board in 2012

2012-01-09T09:47:00.000-08:00

The International Ombudsman Association has announced the results of its recent board election. The following individuals who have been elected to serve three-year term as Directors starting on April 14, 2012: Ilene Butensky, Doris Campos-Infantino, Isabel Calderon, Indumati Sen, and Ted Williamson. In addition, Nora Farrell, was elected to a two-year term as Associate Member Representative.

Prior post: Election Opens for 2012 IOA Board of Directors.

Ohio State Ombuds Publishes First Report

2012-01-09T09:36:00.000-08:00

Jack A. Rall, who was appointed the Faculty Ombudsman at OSU on October 1, 2010, has posted his first annual report. Rall said that during 2010-2011 academic year, he had a 64 interactions with 35 faculty from 24 different campus units and regional campuses.

Rall's report also detailed his work starting up the office, including training, outreach and developing publicity. In addition, Rall said that he was being mentored by Lillian Santa-Maria, an Ombuds at the University of Cincinnati. (OSU Ombuds Report.)

IOA Announces Keynote Speakers for 2012 Conference

2011-12-29T18:07:00.000-08:00

The International Ombudsman Association has announced that its annual conference in Houston will feature keynote speeches by: Michael Dues, Sherry D. Williams, and David Yamada. The seventh annual IOA conference is set for April 15-18, 2012, in Houston, Texas.

Michael Dues is a Lecturer at the University of Arizona and a management consultant. Dues studies and teaches organizational communication, conflict management, and argumentation. He developed the Conflict Climate Inventory, an instrument for assessing the influence of an organization’s culture on its members’ conflict management behavior. He is active in applying knowledge of organizational communication to assist non-profit community organizations with strategic planning and team development.

Sherry D. Williams, Esq., is the Senior Vice President, Chief Ethics and Compliance Officer for Halliburton. She serves on the Halliburton Legal Management Team, the governing body that determines the function and development of Halliburton’s Global Law Department, and oversees the company’s global compliance function. Williams is a frequent speaker on many topics, including corporate governance, client management and client development for outside counsel, legal training best practices, career management, ethics and leadership, and diversity.

David C. Yamada is a tenured Professor of Law and founding Director of the New Workplace Institute at Suffolk University Law School in Boston. Yamada is an internationally recognized authority on the legal implications of workplace bullying and he drafted the Healthy Workplace Bill, which has been introduced in over a dozen state legislatures.

(IOA 2012 Conf. Info.; Dues Bio.; Williams Bio; Yamada Bio.)

Premier Education Group Opens Ombuds Office

2011-12-29T08:55:00.000-08:00

The privately held company that operates 19 vocational education institutes in the Northeast has added a webpage for a Student Ombudsman. The site says that the role of Ombuds, "is to assist our students in addressing any concerns that weren’t resolved at the campus level."

Premier Education Group does not indicate whether its Ombuds follows any particular standards of practice, so it is impossible to tell whether the program resembles those at other institutions of higher education or is merely a complaints office. Wikipedia says that the company "has faced allegations of fraudulently misrepresenting school accreditations and certifications, and of unprofessional academic practices." (Premier Education Group Ombuds; Wikipedia.)

Sacramento Association of Realtors Implements Ombuds Program

2011-12-29T08:29:00.000-08:00

The realtor group for the California state capital has unveiled an Ombudsman service. It appears that the program follows the National Association of Realtors standards, which is based on the IOA standards of confidentiality, neutrality, independence and informality. One potential deviation is the role of the Ombuds as a complainant's representative at an ethics mediation.

According to the SAR website:

The Association has identified and trained members with a thorough knowledge of the Code of Ethics and the Standards of Care in the Sacramento real estate industry, as well as the willingness and patience to help others, to provide ombudsmen services. When a phone call from a SAR member or client of a member comes into the Association, the caller may be offered the ombudsman service. The ombudsman may advise the complainant on possible avenues of resolution or simply answer questions. If the matter might be better resolved in a meeting with the respondent, the ombudsman may encourage the complainant to request ethics mediation. If the complainant wishes to file a complaint, the ombudsman can assist the complainant with the preparation of written statements and an understanding of what the burden of proof for a hearing might entail. The ombudsman may also be the disputant's REALTOR® representative at any ensuing hearing. The complainant is assured of complete confidentiality during this process.

(Sacramento Association of Realtors Ombuds.)

Reader Poll: What Was the Ombuds Story of the Year?

2011-12-23T07:12:00.000-08:00

What do you think was the most important story of the year for Ombuds?

1. Record Numbers of New Ombuds Offices Opened Their Doors

2. University of Iowa Ombuds Becomes a Lightening Rod for Bullying Issues

3. The Promise of Dodd-Frank Begins to Yield Opportunities for Ombuds

4. Chuck Howard Tours in Support of his Book and Organizational Ombuds

5. New Offices Open in Africa: University of Cape Town; University of KwaZulu-Natal; and American University in Cairo

6. Many Notable Ombuds Retire

7. NY State Ombuds for Developmentally Disabled Breaches Confidentiality, Routinely Revealing Whistleblowers ID

8. IOA Expands International Outreach Efforts

9. Post on YouTube Video by New University of Central Florida Ombuds Shreya Trivedi Draws Record Views

10. Several Notable Ombuds Passed Away in 2011

The Ombuds Year in Review: 2011 (Part III)

2011-12-22T04:40:00.000-08:00

Here are the top three Ombuds stories of 2011.

3. The Promise of Dodd-Frank Begins to Yield Opportunities for Ombuds -- In 2010, sweeping financial reform legislation promised to create incentives and specific Ombuds programs, and politicians and lawyers voiced their support. The Dodd-Frank Act paid off with two high profile programs, one in the private sector: Pfizer; and one in the public sector, the new Consumer Financial Protection Bureau.

2. University of Iowa Ombuds Becomes a Lightening Rod for Bullying Issues -- The UI Ombuds have been outspoken on issues of civility and bullying, so it was a shock when an Associate Press story said the campus Ombuds Office had been “failing” to resolve bullying complaints. The AP report omitted details about the UI Ombuds’ work over the years and presented only a review of a small number of cases produced in response to a public records request. The current UI Ombuds did not address the matter, but fortunately the past Ombuds and the University president spoke out in support. The situation will no doubt be discussed by within the profession for many years.

1. Record Numbers of New Ombuds Offices Opened Their Doors -- On balance, it was a banner year for the Organizational Ombuds profession. The closure of five offices was more than offset by a record number of more than 30 new programs. The closed offices included: Ashford University; Portland State University; Jet Propulsion Laboratory; and Southern University.

On the other hand, new offices opened at: Kidsports; California Pharmacists Association; Jackson Community College; University of Cape Town; Florida International University; Ivy Tech Community College; Board of Realtors, Fort Collins, CO; Bauhaus-Universität Weimar; Northeastern University; California State University San Marcos; Prince George's County, MD Public Schools; Katimavik; Lake Superior State University; University of California San Francisco; Texas Southern University; University of Texas (Staff); Portland, OR Metropolitan Association of Realtors; University of Lethbridge; Universiti Sains Malaysia; North Georgia College & State University; Medical College of Wisconsin; Pennsylvania State University, College of Education; Palo Alto University; Minnesota Department of Transportation; Oakland, MI County Circuit Court; Goethe University; University of KwaZulu-Natal; University of South Florida Sarasota-Manatee; Oregon State University; American University in Cairo; and Consumer Financial Protection Bureau.

Algonquin College Appoints an Ombuds

2011-12-21T04:30:00.000-08:00

George E. Cole was appointed in September to be the next Ombudsman for Algonquin. According to the recently updated website for his office, Cole has worked for many years in higher education as an administrator and faculty member.

Cole is affiliated with the International Institute of Restorative Practices, and holds membership in the Alternative Dispute Resolution Institute of Canada, Association of Colleges and University Ombudspersons, International Ombudsman Association, and the Canadian Association of College and University Student Services. Algonquin has also posted a video of Cole introducing himself in October. (Algonquin Ombuds Bio; Ombuds Info Session.)

The Ombuds Year in Review: 2011 (Part II)

2011-12-20T04:45:00.000-08:00

This is the second installment of the top ten Ombuds stories of the year. The series will conclude on December 22.

6. Notable Ombuds Retire -- This year saw the retirement of many prominent Ombuds, including: Janis Schonauer (AllianceBernstein); Dorothy Graham (Kennesaw State University); Sandy McDermott (Portland State University); John Mather (University of Wisconsin-Madison); Stan Soffin (Michigan State University); Pierre Niedlispacher (Coca-Cola Refreshments); Lewis Redding (Jet Propulsion Laboratory); Suzanne Belson (Department of National Defense and Canadian Forces); Carolyn Noorbakhsh (National Renewable Energy Laboratory); John S. Carter (The Citadel).

5. New Offices Open in Africa -- In 2011, three African universities created Organizational Ombuds offices: University of Cape Town; University of KwaZulu-Natal; and American University in Cairo. (Previously, the only true Organizational Ombuds programs on the continent were within the African Development Bank and United Technologies Corp.) In addition, the African Ombudsman Research Centre was established at UKZN in South Africa.

4. Chuck Howard Takes His Show on the Road -- The year after the ABA published his seminal book about Ombuds, Howard embarked on series of speaking engagements with stops at: IOA Conference in Portland; Quinnipiac University School of Law; ABA Dispute Resolution Section conference in Denver; RAND Corporation Whistleblower Symposium; Society of Corporate Compliance & Ethics webinar; Defense Industry Initiative's Annual Best Practices Forum; Marquette University; Minnesota State Bar ADR conference; Silicon Valley Chapter of the National Association of Corporate Directors; and Stanford University. In addition, he published articles in: Hartford Business Journal; Journal of IOA; and Connecticut Law Tribune. Wow.

Article Spotlights Work of Ombuds in San Diego

2011-12-19T09:16:00.000-08:00

The San Diego Union-Tribune recently profiled Ombuds at four local universities. The newest is Derrick Crawford, who became the first Ombudsperson at California State University San Marcos earlier this year. Crawford serves the entire campus and also handles diversity and educational equity issues.

Crawford says that when he was hired, he sought advice from Judy Bruner at the University of California San Diego and Marit Bessesen at San Diego State University.

Bruner also serves all campus constituents. Although she declined to be interviewed for the article, student leaders said Bruner recently helped diffuse a campus protest when UCSD students demanded that administrators reopen a closed library. “She was there in the morning, before the (administrators) got there,” said Josue Castillo, 21, who was involved in negotiations with officials over the library. “She was there talking to students and getting their perspective. She was very helpful in general, being there and offering her presence.”

At San Diego State, Bessesen serves Ombuds just for students. “I do talk with faculty, but only if it’s a student focused issue,” she said, adding that the kind of faculty and staff issues handled by her counterparts would be addressed by unions or human resources officials at SDSU. Bessesen said she can work with 10 to 30 students a day.

At the University of San Diego, Tom Cleary’s work as an Ombuds is limited strictly to external relations. Cleary, who is also the director of community and government relations, explains, “We are in a residential neighborhood. I deal with neighbors over traffic from basketball games or football games and noise from construction projects or students opening their windows and blaring their stereos.” (SD Union-Tribune.)

Michigan State University Selects Next Ombuds

2011-12-19T04:30:00.000-08:00

The MSU trustees will soon consider the recommendation of Robert Caldwell to serve as the next University Ombudsperson. “Through his many years of service, Bob has demonstrated his long-term commitment to students on campus,” said MSU Provost Kim Wilcox. “By way of that commitment, he has earned wide respect from students, staff and faculty.”

Caldwell joined the MSU faculty in 1982 and has been a full professor in the Department of Psychology since 1994. Caldwell has also held a variety of administrative positions and currently serves as an Associate Dean for Graduate Studies. He graduated from the University of Rochester and earned his MA and PhD from the University of Colorado, Boulder. His research interests lie in the field of child abuse prevention. He succeeds Stan Soffin, who was the MSU Ombuds for 13 years. (MSU News.)

UK Student Services Organization Skeptical About University Ombuds

2011-12-19T04:25:00.000-08:00

AMOSSHE says that it is not convinced UK universities can introduce campus Ombuds programs, "that genuinely inspires user confidence that they are independent of the institution." Moreover, given the complaint systems that is already in place in England and Wales, AMOSSHE is not persuaded that adding an Ombuds component would be beneficial to institutions or complainants.

The view of the UK student services organization are laid out in its response to the UK Office of the Independent Adjudicator's inquiry into conflict resolution systems. The OIA "Pathway 3 Consultation" seeks input from across the higher education sector and includes consideration of campus Ombuds programs. So far, AMOSSHE is the only stakeholder that has published its response and included comments on Ombuds. Despite its concerns about campus Ombuds, AMOSSHE also said that a regional Ombuds service deserved further discussion. (AMOSSHE Pathway 3 Consultation Response.)

Longtime Sandia Ombuds Retires

2011-12-16T04:35:00.001-08:00

Don Noack, who has served as the Corporate Ombudsman at Sandia National Laboratories for over 15 years, has announced that he will be retiring on December 23. Noack worked at Sandia for nearly 35 years and was very active in the Ombuds profession. In addition to giving conference presentations and trainings for IOA, Noack served on the Board of Directors and was Secretary in 2010.

According to the Sandia Ombuds website, John Kelly has been named as the Acting Ombuds for the Albuquerque office. (Sandia Ombuds.)

IOA Updates Course Offering for Santiago

2011-12-16T04:35:00.000-08:00

The International Ombudsman Association has changed the specialized course it will offer offer in Santiago, Chile on January 18, 2012. The new course is: "The Power of Influence: The hidden strength of ADR to advance fairness and justice."

The course description:

While disparities and inequity permeate both societies and institutions, dispute resolution professionals are increasingly used as a means to promote fairness. But, do neutrals really have that kind of power or influence? This one day course will explore these questions as well as the real and perceived power of the designated neutral. Drawing on notions of procedural justice, fairness, and theories of power, the course will use case studies and exercises in an interactive format to help participants consider the issue of impartiality, neutrality and power while considering how they can influence the cause of fairness when parties negotiate at an uneven table.

The instructors will be Howard Gadlin (National Institutes of Health), Indumati Sen (International Baccalaureate), Linda Wilcox (Harvard Medical School), and John Barkat (United Nations). Early registration ends December 30, 2011. (IOA Training.)

Prior post: IOA Offers Ombuds Training in Santiago.

Journal Article Traces Ombuds History

2011-12-16T04:30:00.000-08:00

An article by McKenna Lang in the Journal of Conflictology looks at the history of the Ombudsman institution. In "A Western King and an Ancient Notion: Reflections on the Origins of Ombudsing," Lang writes about how the Swedish King Charles XII started this enduring role in 1713.

Although she acknowledges the expansion of the concept to North American universities and corporate entities, she does not delve into the Organizational Ombuds model. (Journal of Conflictology.)

The Ombuds Year in Review: 2011 (Part I)

2011-12-15T10:35:00.000-08:00

Overall, the past year has been a positive one for Organizational Ombuds profession. Several of the top stories of this year echo those of 2010. The list will be posted in three installments: today, December 20 and December 22.

10. In Memoriam -- Several notable Ombuds passed away in 2011, including: Walter R. Lynn (Cornell University); Florence Boroson (SUNY Stony Brook Ombudsman); John Wanjala (Portland State University); Robert John Ackermann (University of Massachusetts Amherst); Lee Preston (University of Maryland). Their contributions to the field and to their organizations were invaluable, and they will be missed.

9. Post on New UCF Ombuds Draws Record Views -- A post on October 17 described a YouTube video by Shreya Trivedi, who was appointed the University of Central Florida Ombuds earlier in the year. Although the video has been viewed just a few hundred times, the Ombuds Blog post has been viewed more than 5,200 times. Go figure.

8. IOA Expands Outreach Efforts -- The association accomplished several things this year including: the creation of Regional Advisory Committees for international members; approval of a trademark for certification; a major upgrade for its website; creation of international scholarships to its annual conference; its first webinar series (on bullying); and the translation of its Code of Ethics and Standards of Practice into Spanish and French.

7. NY Ombuds for Developmentally Disabled Breaches Confidentiality -- Ombuds and others were appalled to learn that New York State's Ombudsman for the Office for People With Developmental Disabilities had been revealing the names of whisleblowers routinely. The ethical breach undermined confidence in Ombuds of all types.

Job Posting: University of California Merced

2011-12-14T04:35:00.000-08:00

The newest UC campus (established in 2005), is hiring its first Ombuds. The position will serve as the director of the office, which will be a resource for students, faculty, staff and other university stakeholders. The campus currently has 5,000 students and is expected to grow to 25,000.

Applicants must have a bachelors degree (an advanced degree is preferred), at least five years of related experience, including three years in higher education, or an equivalent combination of experience and education. No salary or closing date indicated. (UC Merced Jobs.)

When the position is filled, only the only UC campus without an Ombuds office will be UC Davis.

Review of Chuck Howard's Book at CorpGov.net

2011-12-14T04:30:00.000-08:00

James McRitchie, the publisher of the corporate governance site CorpGov.net, has reviewed Charles Howard's book, "The Organizational Ombudsman: Origins, Roles and Operations-A Legal Guide." McRitchie's interest was piqued by the recent panel discussions about Governance Ombuds hosted by the Silicon Valley Chapter of the National Association of Corporate Directors and the Rock Center for Corporate Governance at Stanford University.

McRitchie's review concludes with this paragraph:

After reading the book I can say I’m still amazed more companies haven’t added ombuds functions. Setting up such an office and operating it so that confidentiality, independence and neutrality are protected is no easy task but there appears to be much more upside than downside, if done right. The flawed cases referenced where confidentiality was denied appear to be deeply flawed. However, I wouldn’t undertake such a task without Howard’s book and I would also want to join the International Ombudsman Association to discuss the idea with several who have set up and operated such offices. While it isn’t an “idiot’s guide” or step-by-step approach, the subject matter doesn’t lend itself to that possibility at this stage of development. Charles Howard’s essential guide for organizational ombudsman will undoubtedly facilitate growth of this important function that could help develop a culture of trust, candor and accountability.

(CorpGov.net.)

Past and Present Ombuds Defend University of Iowa Office

2011-12-13T08:42:00.000-08:00

Lois Cox, the former UI Faculty Ombudsperson wrote an editorial that was published by the Iowa City Press Citizen on Friday, December 9. Cox responded directly to recent criticism that the Office of the Ombudsperson failed to sufficiently resolve cases of bullying.

Cox, who was the Faculty Ombuds in 1997-98 and 2008-2009, said:

I recall how much I had to learn when I began the work, and how the responses I had learned as a lawyer had to change. The work of an ombudsperson is quite different from the advocacy for a client practiced by lawyers. By viewing the statistics kept by the office through a win/loss lens, the news article disparages the office for the very informality that is its strength and its hallmark.

On December 13, the Press Citizen also published a letter from the current UI Ombuds, Susan Johnson and Cynthia Joyce. They explained that their mission is two-fold: "To provide informal conflict management in individual situations[;] And to bring systemic issues to the attention of relevant university leaders when we can do so without compromising confidentiality." They invited readers to learn more about the Office. (Press Citizen Cox Editorial, Johnson/Joyce Letter.)

Consumer Financial Protection Bureau Opens Ombuds Office

2011-12-13T08:22:00.000-08:00

The federal agency that holds primary responsibility for regulating consumer protection in the U.S. has created an Ombudsman's Office to assist in the resolution of individual and systemic issues for depository and non-depository entities, and consumers. Wendy Kamenshine has been appointed the Acting Ombudsman.

The office is characterized by independence, impartiality and confidentiality and was established by the Dodd-Frank Wall Street Reform and Consumer Protection Act of 2010. The tenets of the office are explained on its new website:

Independent
The Ombudsman will report to the CFPB’s Deputy Director with access to the Director. This reporting line ensures the Ombudsman’s independence within the CFPB. It also allows us to act as an early warning system and serve as a catalyst for change.

Impartial
We do not advocate for one side, but for a fair process.

Confidential
We have put safeguards in place to preserve confidentiality. We will not share your identifying information outside the Ombudsman’s Office unless you tell us we can. We also may have to share it if there is a threat of imminent risk of serious harm, you have raised an issue of government fraud, waste, or abuse, or if required by law.

Kamenshine is the Chair of the Coalition of Federal Ombudsmen and has been the Senior Ombudsman for the U.S. Department of Homeland Security. (CFPB Blog, Ombuds Office.)

American University in Cairo Names First Ombuds

2011-12-12T14:16:00.000-08:00

Assistant Professor of Anthropology Hanan Sabea has been appointed as the first Ombuds for the independent and sectarian university in Egypt. In an interview with the school newspaper, Sabea said that she will be defining her position from scratch. "It is not necessarily going to be the same role as ombuds in other universities in America," she said.

Sabea revealed that she did not apply for the position, but was nominated by a student and a teacher. Although she is still learning about Ombuds, she already demonstrated her independence by insisting on an office outside the administration building.

Sabea earned her BA and MA from AUC, and PhD from Johns Hopkins University. She held a joint appointment in the Department of Anthropology and the Carter G. Woodson Institute for African and African American Studies at the University of Virginia before joining the AUC faculty in 2006. Currently, her research focuses on Sub-Saharan Africa: Tanzania, South Africa and Mozambique. (AUC Caravan, Faculty Profile; Women and Memory Forum Profile.)

Update: University of Iowa President Speaks Out on Behalf of Ombuds Office

2011-12-12T12:58:00.000-08:00

According to the Associated Press, University of Iowa President Sally Mason says she supports the Office of the Ombuds, despite a recent article that says it had "failed" to resolve bullying cases. However, Mason also said that the university routinely reviews its operations so they can be improved.

According to the AP, a university spokesperson would not say whether a specific review of the Ombuds office was under way. "He has said there are many reasons why complaints aren't resolved, including that employees who make them do not want the ombudsperson to take action." (Columbus Republic.)

Prior post: AP Report Maligns University of Iowa Ombuds Office (Editorial).

Jeffrey Dvorkin Says Ombuds Must Adapt

2011-12-12T11:56:00.000-08:00

Jeffrey Dvorkin, the Executive Director of the Organization of News Ombudsmen, says that the Occupy Wall Street movement presents a unique opportunity for Ombuds. Dvorkin observes that Ombuds of all types help create cultures of trust, candor and accountability. In particular, he acknowledges that, "value of corporate ombudsmen is evident: ombudsmen can act as an early warning system when financial and media organizations lose their sense of obligation to shareholders and/or the public." Nonetheless, he says, more needs to be done.

Ombudsmen will need to be more pro-active, and more willing to identify the failings and weaknesses of media, banks, universities and governments. This may be a more vigorous and activist form of ombudsmanship than we have seen in the past. But the past, it is said, is another country. We are in a much different place these days and ombudsmen need to acknowledge that.

His full post deserves a read by all Ombudsmen. (Now the Details.)

Related posts: More Thoughts on the Decline of News Ombuds; Organization of News Ombudsmen Director Argues for 'Cyberombudsmen'; Organization of News Ombudsmen Director Looks to the Future; Book Will Serve as Reference for News Ombuds.

Job Posting: International Organization for Migration

2011-12-12T10:37:00.000-08:00

The intergovernmental organization that promotes international cooperation on migration issues is hiring an Ombudsman for its office in Geneva. The position is within the IOM Office of the Director General and serves as a resource for employment-related problems of staff members. The one-year appointment starts March 2012 and operates in accordance with IOA Standards of Practice.

Applicants should have an advanced university degree, 10 years work experience in an international organization, knowledge of the Ombuds function and international organizations' administrative policies and procedures, and experience in dealing with discrimination and harassment. Field experience and knowledge of French or Spanish are also an asset. Salary not indicated (but may be $115,134-143,929 if IOM follows the UN salary schedule). Applications are due by December 22. (IOM Recruitment.)

Oregon State University Names First Ombuds

2011-12-08T13:56:00.000-08:00

The public research university in Corvallis has appointed Sue Theiss as its first University Ombuds. Theiss has been the Ombuds at the University of Arkansas since 2002 and previously was the Ombuds at the University of Arizona. She will report to the OSU President and begins her appointment on February 13, 2012.

“This new position is a natural and positive reflection of Oregon State University’s growth and increasing diversity on campus,” said OSU President Edward J. Ray. “Having a completely neutral person available to assist the campus community and provide conflict resolution as needed will contribute to an environment of fairness and well-being that we continually strive to achieve.” (OSU News.)

Werner Institute Student Interns With University of Minnesota Ombuds

2011-12-08T11:16:00.000-08:00

The latest issue of the Werner Institute Newsletter features an article about a student practicum at the University of Minnesota Student Conflict Resolution Center. Ombuds and Director of the UM SCRC, Jan Morse agreed to take on Werner student Janda Brittain as her first-ever intern.

Brittain writes:

My first priority as a member of the Ombudsman Staff at the SCRC was to work and respond to active cases. I had the opportunity to work a number of cases on my own with the assistance of the other Ombudsman. These cases ranged from issues with Financial Aid, to students accused of academic plagiarism. With each case that I took on, I learned more about a policy or procedure at the University of Minnesota.

She says the experience helped her get a better perspective on the direction of her career path. (Creighton Institute Newsletter.)

Job Posting: Kaiser Permanente San Jose

2011-12-07T04:30:00.000-08:00

KP is hiring a full-time Health Care Ombuds/Mediator for its facility in San Jose, CA. The Kaiser HCOM, "functions as a trained alternative dispute professional offering patients, family members, staff & providers a conflict management program to resolve patient/provider healthcare disputes early thereby improving patient safety & reducing the costs of health care dispute resolution."

People who have applied for these positions confirm that Kaiser generally seeks individuals with extensive clinical or health care management experience. No salary or closing date indicated. (Monster, Kaiser Ref. No.: 111855.)

Related post: Interview With Kaiser Permanente Health Care Ombuds.

AP Report Maligns University of Iowa Ombuds Office (Editorial)

2011-12-05T16:17:00.000-08:00

A December 4 story by the Associated Press repeats a complaint by a local attorney that the UI Office of the Ombudsperson is “failing” to resolve bullying complaints.

The article puts this disparaging and misleading spin on the work of the UI Ombuds:

The Office of the Ombudsperson resolved 8 of 63 bullying complaints brought to its attention by students, faculty and staff between January 2010 and Oct. 5, 2011 and improved the situation in two others, according to data released to an Iowa City lawyer and shared with The Associated Press. The office failed to resolve 13 complaints, and the outcome was listed as "unknown," "unclear" or blank in most of the rest, according to the data, which the university released only after being threatened with a lawsuit.

The data highlights an office whose operations have largely been done in secret since its creation in 1985 and appears to undercut its claims that most employees are satisfied with the service they receive. The office is supposed to serve as "a confidential, neutral and independent dispute resolution service" for the school's 15,000 faculty and staff, according to the university operations manual, but has no authority to order changes if voluntary agreements can't be reached.

The AP article was prompted by Andrew J. Hosmanek, an Iowa City attorney who filed a public records request seeking data from the UI Ombuds Office. When the university resisted, explaining that the Ombuds’ promise of confidentiality was crucial to its operations, Hosmanek threatened legal action. The university relented and Hosmanek focused on the small minority of cases that involved bullying allegations.

Hosmanek said that that, “Bullying victims should be aware that, according to this data, bringing a case directly to the ombuds office is very unlikely to end in a positive result.” Although, he conceded that “The ombuds office at UI has a long and successful history of resolving conflicts.”

UI Staff Ombudsperson Cynthia Joyce declined comment and referred questions to a university spokesperson.

The AP story omits a few critical facts:

The UI Office of the Ombudsperson practices to IOA standards which require it to be confidential, independent, informal and neutral. These ethical tenets preclude Ombuds from having even the capacity to resolve complaints of bullying unilaterally. Moreover, the UI Office of the Ombudsperson has never been charged with the responsibility for resolving complaints of bullying. Therefore, to assert that the office has “failed” is plainly incorrect.
The UI Office of the Ombudsperson has been a bellwether on issue of campus bullying and incivility. In every annual report since 2007, Cynthia Joyce has called attention to the need for administrators to address bullying and incivility, and she has worked to educating the campus community about the characteristics of and solutions to workplace bullying. In 2008, the university implemented a civility code for faculty in response to issues surfaced by the Ombuds.
The article also neglects to mention Andrew J. Hosmanek’s extensive ties to the University of Iowa. He earned his BBA, JD, and MBA from UI and is a PhD candidate. He also has served as an Adjunct Assistant Professor. The relevance of his significant personal history was unexplored.

All of this additional information was readily available to the reporter, but would have painted a more complicated story. The AP story was picked up and reprinted by many local newspapers and Fox News affiliates. It has tainted the good work of a diligent, ethical, and professional university program. (Chicago Tribune; LinkedIn; UI Office of the Ombudsperson: 2005-2010 Strategic Plan.)

Journal of IOA Explores Issues of Confidentiality

2011-12-05T09:45:00.000-08:00

The latest issue of the Journal of the International Ombudsman Association looks at the fundamental ethical duty of confidentiality. JIOA Editor David Miller says, “the provision of a safe place in which options for action and response can safely be heard, away from the clamour of police sirens and media-fuelled public approbation, can help to protect the individual and public interest by ensuring that matters have a greater likelihood of swift resolution.”

Articles in the current issue of JIOA include:

“In Whom Can We Trust?” by David Miller
“Protecting Confidentiality: Considerations for the Ombudsman Subjected to Adverse Publicity or a Subpoena to Testify” by Charles L. Howard
“Lessons Learned: A Revisit to the Garstang vs. California Institute of Technology Ruling” by Helen Hasenfeld
“Ombuds in a Cloud of Exabytes — Understanding the Ombuds’ Digital Trail” by Craig B. Mousin
“Can We Talk? Confidentiality and the Ombudsman as an Individual” by Indumati Sen
“What Happens to Confidentiality if the Visitor Refuses to Report Unacceptable Behavior?” by Mary Rowe
“Practice Note: Imminent Risk — A Serious Exception to Confidentiality” by Ilene Butensky
“An Ombudsman’s Role in the Face of Confidentiality Violations” by Nicholas Diehl
“Online Dispute Resolution and Ombudsmanship” by Frank Fowlie
“The Conflict Competent Organization: Assessing the Perceived Economic Value of the Corporate Ombuds Office” by Jason A. Waxman

(JIOA, vol. 4, no. 2.)

Red Cross Appoints Associate Ombuds

2011-12-05T08:17:00.000-08:00

This post has been deleted.

Job Posting: Pomona College

2011-12-02T09:35:00.000-08:00

The private, liberal arts college in Claremont, CA is hiring its first Ombudsperson. The half-time position will report directly to the President of the College and will serve a campus population of about 2,100 faculty, students, and staff.

Applicants must be fluent in Spanish, have an understanding of the college workplace environment, and at least three years experience as an Ombuds or closely related position. An advanced degree is desirable. The position will be open until filled. Review of applications will begin February 1, 2012. No salary indicated. (NASW Job Link.)

Election Opens for 2012 IOA Board of Directors

2011-12-02T09:21:00.000-08:00

The International Ombudsman Association has announced the slate for the 2011 Board of Directors election. As it has in the past, the Ombuds Blog provides links to public information about the candidates to supplement the official ballot statements.

Nominees for the five open directors positions are:

Bernard Anderson -- LinkedIn; Ombuds Blog;
Ilene Butensky -- Eaton Corp.; Ombuds Blog;
Isabel Calderon (incumbent) -- LinkedIn; Ombuds Blog;
Doris Campos-Infantino (incumbent) -- Interamerican Development Bank;
Dolores Gomez-Moran -- George Mason University; Ombuds Blog
Reto Meister -- LinkedIn;
Indumati Sen (incumbent) -- International Baccalaureate; Ombuds Blog; and
Ted Williamson -- LinkedIn; Ombuds Blog.

The nominee for the single associate member representative position is:

Nora Farrell -- Ryerson University; Ombuds Blog.

Voting, which is open only to IOA members, closes Monday, December 12, 2011 at 5pm Pacific Standard Time (8pm EST). Results of the election will be sent out via email in January, and a formal announcement to members will be made at the IOA conference in April.

Relocation of Ombuds at University of Western Ontario Raises Concerns

2011-11-30T07:53:00.000-08:00

Administrators at UWO are displacing the Office of the Ombudsperson to make room for another program and moving the office to another, smaller space nearby. Jennifer Meister, the Ombudsperson, told the OWO Gazette that the move could compromise her ability to accommodate visitors. “The [new] offices end up being nine feet by nine feet. Once you get furniture in there, it’s difficult to meet with a group of students, or with a student and a parent or with anyone in a wheelchair in that small a space,” Meister explained.

A student leader, Marissa Joffre, also observed that the new location does not include a dedicated waiting area, which will compromise visitor confidentiality. “Waiting outside in the hall it would be pretty clear that you are going to the ombudsperson,” said Joffre. Despite these issues, the campus is going ahead with its plans. (UWO Gazette.)

Lee Preston: Former University of Maryland Ombuds

2011-11-30T07:34:00.000-08:00

The former Ombudsman for Faculty and Staff at the University of Maryland, Lee E. Preston passed away on November 22, 2011. Preston served as the Ombuds from 2004 until 2010 after he retired from his faculty position in 1998. Preston had academic distinguished career after earning a PhD in economics from Harvard: he was the author or co-author of about 200 publications on management. A memorial service is planned for December 4 in College Park. (Smith School News.)

University of Texas Faculty Ombuds Caseload Eases

2011-11-30T04:30:00.000-08:00

Mary Steinhardt, the Faculty Ombudsperson at UT Austin, says that she assisted 48 faculty members in 2010-11, down from 58 in the prior year. In addition, she began serving visitors holding postdoctoral fellowship appointments and assisted two in this category.

Stenhardt reported that the majority of cases were resolved through informational mediation, counseling, and coaching, and only a few were referred to other resources. Her work as an Ombuds averaged seven to nine hours per week during the fall and spring semesters, and five to seven hours per week during the summer. (UT Austin Ombuds 2011 Report.)

University of South Florida Sarasota-Manatee Opens Ombuds Office

2011-11-29T06:41:00.000-08:00

The newest campus in the USF system has established an Office of the Student Ombudsman. Judith Sedgeman serves as the first Ombuds for a student body of 4,500. According to its website, the USF Sarasota-Manatee Ombuds "is accountable to the Regional Chancellor and serves as an alternate resource for students complementing existing channels of information and support."

Sedgeman has served as Director of the university's Institute for Public Policy and Leadership since 2010. Previously, she was on the faculty of the West Virginia University School of Medicine, where she developed and taught courses for the Master’s Program in Public Health. She graduated from Wellesley College, earned an MA degree from Trinity College, and received a doctoral degree from West Virginia University. (USF Sarasota-Manatee Ombuds; Staff Bio.)

Iowa State University Ombuds Posts Report for 2011

2011-11-29T06:24:00.000-08:00

Elaine Newell, Ombuds Officer for ISU, says that the caseload for her office declined slightly one year after the campus struggled with layoffs and reorganizations. The total number of cases in the 2011 fiscal year declined 23% to 79. Professional and Scientific employees again were the most frequent visitors to the Ombuds Office this year, but also there was an increase in the number of faculty visitors.

Newell reports that visits by Graduate and Professional students continued to decline. And for the third year in a row, interpersonal conflict was the most common issue that visitors presented during office visits. Newell opened the office in the fall of 2008 and has a 60% appointment as the Ombuds. (ISU Ombuds 2011 Report.)

IOA Offers Ombuds Training in Santiago

2011-11-28T04:40:00.000-08:00

The International Ombudsman Association will offer its signature training for Organizational Ombuds in conjunction with the United Nations in Santiago, Chile on January 15-18, 2012. The offerings will include the 2½-day Ombuds 101 and a specialized course.

Ombudsman 101 (January 15-17) - A 2½ day course that covers the fundamentals of the Organizational Ombuds role. It provides basic information and training for the Organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality. A cocktail reception on the first evening is included.

Specialized Course: Cross-Cultural Conflict Resolution (January 18) - Details tba.

More details on the instructors and registration will be posted shortly. (IOA Training.)

FINRA Offers Spring 2012 Externship

2011-11-28T04:35:00.000-08:00

The Financial Industry Regulatory Authority is offering an unpaid externship in its Rockville, MD office. The extern will work with FINRA Ombuds staff in the spring 2012 semester for 15-20 hours per week.

Duties will include a variety of tasks including research, analyses and writing, document review, as well as providing assistance in developing statistical reports, as well as quarterly and annual management reports preparing for investigative testimony and hearings. Applicants must submit a resume, cover letter and graduate school transcript. Knowledge of securities and ADR preferred, but not required. (FINRA Careers.)

ICANN Ombuds Explains a Non-confidential Mediation

2011-11-28T04:30:00.000-08:00

Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, blogs about a recent mediation that was not confidential. He acknowledges that, while most mediations are confidential, the parties in this particular case wanted the mediation recorded so it would be available for review.

He also points out that the parties' interest was not inconsistent with ICANN's culture of openness and transparency. It is therefore his practice to ask "if the parties want the matter to be confidential or open." (ICANN Ombudsman Blog.)

Related posts: ICANN Ombuds Points Out--Executive Ombuds Have No Professional Group; ICANN Review Team Says Ombuds Should Move to Applicable IOA Standards; ICANN Interim Ombuds Reports to Board; ICANN Appoints Kiwi Attorney to be Its Next Ombuds.

University of KwaZulu-Natal Opens First Ombuds Office

2011-11-25T19:53:00.000-08:00

The top-tier South African university has created an Organizational Ombuds office and appointed former SA Chief Justice Pius Nkonzo Langa as the first Ombud. According to its terms of reference, the UKZN Ombuds Office serves more than 40,000 students, staff and academic staff. UKNZ is home to the African Ombudsman and Mediators Association, which is primiarily composed of Classical Ombuds, but the Ombuds Office explicitly practices to IOA standards for Organizational Ombuds.

Langa joined the Natal Bar in 1977 and practiced as an attorney handling political trials and on behalf of poor communities and organizations working against apartheid. He was founder member of the National Association of Democratic Lawyers, and served as its President for 6 years. In October 1994, he was appointed as a Judge of the then newly established Constitutional Court of South Africa. He became Chief Justice of South Africa in 2005 and served in that capacity until his retirement in October 2009. Langa served as Chancellor of the University of Natal from 1998 to 2003 later as Chancellor of the Nelson Mandela Metropolitan University. (UKZN Ombuds Office; Wikipedia.)

Related posts: AOMA Publishes First Electronic Newsletter; African Ombudsman Research Centre Opens in South Africa.

Association of Ombudsmen and Mediators of La Francophonie Elects New Leader

2011-11-25T10:54:00.000-08:00

Senegalese Ombudsman, Serigne Diop, has been elected to lead the association for meditors and Ombuds in French-speaking countries. The announcement was made at the AOMF conference in Luxembourg on Wednesday. Diop is a professor of Constitutional law and a former Senegalese minister and he was elected unanimously. (Afrique en Ligne.)

Connecticut Law Tribune: Ombuds Offer Option for Whistleblowers

2011-11-25T10:33:00.000-08:00

The latest article by Chuck Howard appears in the Connecticut Law Tribune. Howard explains that Organizational Ombuds offer significant benefits for potential whistleblowers.

Howard says:

The enactment of the Dodd-Frank Wall Street and Consumer Protection Act last year and implementing regulations from the Securities and Exchange Commission earlier this year were strongly opposed by many groups, such as the Association of Corporate Counsel, because they create a bounty system for whistleblower tips made directly to the SEC rather than encourage reporting through a company’s internal channels.

The article is also available throught Law.com.
(Connecticut Law Tribune.)

Job Posting: Coca-Cola Refreshments

2011-11-23T09:27:00.000-08:00

The American multinational beverage corporation is hiring a full-time Ombudsman. The position provides a wide range of professional support to the office, including working with associates to develop options for resolving problems, identifying organizational systemic issues that are causing conflict, and participating in mediation sessions in California and Canada.

Applicants must have a bachelor's degree and three to five years experiece as an Organizational Ombuds. In addition, applicants should ahve four years of experience working within a business organization with 2,000 or more associates, professional training or experience in the area of alternative dispute resolutio, and experience handling classified or sensitive information. No salary or deadline provided. (CCR Posting via IOA.)

Related Posts: Coke Adds Life to Ombuds Website; Coke Ombuds Addresses International Bar Association; Coca-Cola's Canadian Ombuds Retires; World Bank Appoints a Third Ombuds.

Goethe University Creates Ombuds for Doctoral Issues

2011-11-22T04:35:00.000-08:00

The Graduate Academy of the leading German university has appointed Henner Büsching as its first Ombudperson for doctoral students and supervisors. The position "acts as a confidential advisor and mediator to whom doctoral students and their supervisors can turn to in case of conflicts surrounding their doctoral projects."

Büsching is a professor in the School of Physics and serves as the Managing Director of the Helmholtz Graduate School for Hadron and Ion Research. He earned his PhD and did post-graduate research at the University of Muenster. (GRADE Ombuds; Faculty Profile.)

Northern Illinois University Ombuds Posts Annual Report

2011-11-22T04:30:00.000-08:00

Tim D. Griffin, University Ombudsman at NIU, reports that his office provided advice and assistance to 1,025 individuals during the year ended May 15, 2011. Griffin said that, "The number of people contacting the Office of the Ombudsman over the past year for assistance regarding matters related to class instruction was considerably higher than the prior year." The majority of visitors were students (71%), but the office was also consulted by faculty (10%), staff (10%), and family members (6%).

In addition to data summarizing office visitors and issues, the report also highlights other work of the office, including sponsorship of the Summer Meeting of College and University Ombudspersons and campus trainings and committee service. (NIU Ombuds 2011 Report.)

Algoma University Reappoints Ombuds

2011-11-21T08:55:00.000-08:00

Cheryl Henshaw has been reappointed the Ombudsperson for Algoma University. Henshaw opened the Ombuds Office for the undergraduate university in Sault Ste. Marie, Ontario last summer. She previously served as the Ombuds for the University of Windsor. (Algoma Staff.)

Related post: Algoma University Hires Experienced Ombuds for Pilot Program.

Michigan County Court Launches Pilot Ombuds Program

2011-11-21T04:30:00.000-08:00

The Oakland County Circuit Court has appointed an Ombudsman to serve as a liaison between the judiciary and local attorneys for a six month trial period. Joel H. Serlin, an attorney with "a stellar reputation as a lawyer, mediator and arbitrator" will serve as the Ombuds. He will seek to address and facilitate issues and concerns raised by attorneys regarding active matters before the court.

The proposal for an Ombuds program originated about a year ago and found wide support from judges and the Oakland County Bar Association. According to the Bar Association, the purpose of the Ombuds program is to provide a discreet forum for the informal resolution of issues and matters in which there is no other established or preferred procedure to secure redress. The program will be confidential, neutral, informal and independent. (OCBA President's Message; Oakland Press Law Blog.)

Ombuds of Texas Posts Details of Mentoring Program

2011-11-21T04:25:00.000-08:00

Earlier this year, the regional, multidisciplinary Ombuds group launched a mentoring program to match for developing Ombuds with experienced practitioners. The OOT website now provides details of how the program works. It is the organization's desire that the mentor and mentee both grow personally and professionally as a result of participating in the OOT Mentoring Program.

Mentors are expected to maintain consistent communication, provide a listening ear for his/her mentee to ask questions, seek guidance, and develop additional skills. In addition, confidentiality is a cornerstone of the program. (OOT Mentoring Program.)

Minnesota Department of Transportation Creates Ombuds for Employees

2011-11-18T04:35:00.000-08:00

Mn/DOT has appointed Wendy Friede as its first-ever Employee Ombudsman. In her role as employee ombudsman, Friede will serve as a complement to department’s current formal resources, rather than a competitor or duplicate. “If you know where to go and feel comfortable going there, go directly there,” Friede said. “If you’re not comfortable with those resources and want someone to talk to, the employee ombudsman is an option for you.

Friede is a Certified Organizational Ombudsman Practitioner, trained mediator and coach who has worked 18 years in the public and private sector. She served on the International Ombudsman Board of Directors and is the current Secretary of the Board of Certification. Friede earned her bachelor’s degree in Education from the University of Minnesota and a master’s degree in Instructional Media and Design from Boston University. (Mn/DOT Newsline.)

Texas Tech Ombuds Uses Facebook to Reach Campus

2011-11-18T04:30:00.000-08:00

The Ombuds Office at the Texas Tech University launched a Facebook page at the end of October 2011. The page provides information about the office and periodic reminders of important campus dates. A recent update stressed that the Facebook page is strictly informational and that the office strives to uphold IOA's Standards of Practice. (TTU Ombuds Facebook.)

Drew Canham, serves as the TTU Ombuds, and Becky Killgore is the Assistant Ombuds.