HIGHER EDUCATION OMBUDSMEN AND EMPOWERMENT:
HOW TO MAKE IT WORK
ENOHE CONFERENCE 2014 WARSAW
Programme
Thursday 15 May 2014
13.30
Registration, coffee/tea
Where: University of Warsaw, New Library Building (BUW), Dobra 56/66 street (room 316 and 315)
14.10-17.00
Participative workshops
A Developing and Maintaining Ombudsman Skills
B Conflict Management in Higher Education: from
problems to solutions through empowerment
Chair: Jenna Brown, University of Denver, USA
Chairs: Doris Kiendl-Wendner, University of Applied
Sciences JOANNEUM, Graz, Austria, and Josef
Leidenfrost, Austrian Student Ombudsman
Where: Room 315
Where: Room 316
These are facilitated, participative workshops to which all delegates are cordially invited. Please bring along
any relevant materials from your institution
Friday 16 May
08:30
Breakfast, and registration for latecomers
Where: Main Campus of University of Warsaw, Old Library Building, Conference Aula; Krakowskie
Przedmieście 26/28 street
09.00
Official Conference Opening
Prof. Tadeusz Tomaszewski, Provost, University of Warsaw;
Prof. Daria Lipińska-Nałęcz, Under-Secretary of State, Ministry of Science and Higher Education;
09:20
Plenary I
Chair: Jenna Brown, University of Denver, USA
Empowerment, Public Trust and the Ombudsman
Rob Behrens, OIA, UK
10.20
Coffee break
10.50
Parallel session I
1A: Empowering Ombudsmen
Chair: Lies Poesiat, VU Universiteit Amsterdam, The
Netherlands
1B: Empowering Students
Chair: Natalie Sharpe, University of Alberta, Canada
What I learned during my mandate as
Ombudsperson for Students
Spencer Boudreau, McGill University, Canada
Ombudsperson as a factor for empowering
autonomy: a Latin American approach.
Jorge Ulises Carmona Tinoco, National Autonomous
University of Mexico, Mexico
The first Student Ambassador in Denmark: why not
“Student Ombudsperson” and why not sooner?
Tina Kaare, University of Copenhagen
The University Ombuds Office: An Element for
Empowerment
Patricia Begne, Universidad de Guanajuato, Mexico
Where: Conference Aula, Old Library
Where: Main Campus, Kazimierzowski Palace,
Brudziński Room Krakowskie Przedmieście 26/28
12.10 Break
12.25 Address to the participants
Prof. Irena Lipowicz, Polish Human Rights Defender
12.35 Plenary session II
Chair: Josef Leidenfrost, Austrian Student Ombudsman
A Perspective on Organisational Conflict Management
Doug Yarn, GSU College of Law
Where: Conference Aula, Old Library
13.25
Lunch
Where: Lobby of the Conference Aula, Old Library
14.15
Parallel session II
2A: Empowering Universities
Chair: Wolf Hertlein, Technische Universität
Darmstadt, Germany
2B: Empowering Ombudsmen
Chair: Doris Kiendl-Wendner, University of Applied
Sciences JOANNEUM, Graz, Austria
The Power of Structural Impartiality
Nora Farrell, Ryerson University, Canada
Governance that Empowers
Ram Gidoomal, OIA Board, UK
University Ombudsman: tool for social innovation
Cristina Riche, Universidade Federal do Rio de
Janeiro, Brazil
Empowering consistency and learning from key
resources
Steven du Crôs, OIA, UK
Where: Conference Aula, Old Library
Where: Brudziński room – Kazimierzowski Palace
Main Campus of the University of Warsaw,
Krakowskie Przedmieście 26/28
15.35
Coffee break
16.00
Parallel session III
3A: Empowering Universities
Chair: Jean Grier, University of Edinburgh, UK
3B: Empowering Students
Chair: Paul Herfs, Universiteit Utrecht, The
Netherlands
Benefits of dispute resolution systems in
organisations. Example of the University of Warsaw
Ewa Gmurzynska, University of Warsaw, Poland Dr
Hanna Machińska – Anti-discriminatory Committee –
University of Warsaw, Council of Europe Office
Difficult behaviour of students
Lies Poesiat, VU Universiteit Amsterdam, The
Netherlands
Fifty years of ombudsing in Canadian Colleges and
Universities: reflections on the past and challenges
for the future
Kristen Robillard, Concordia University, Canada
Where: Conference Aula, Old Library
17.20
End
7:15 pm
Gala Dinner
Where: Villa Foksal, Foksal street no 3/5
Empowering students for fairness, not advantage
Natalie Sharpe, University of Alberta, Canada
Where: Brudziński room – Kazimierzowski Palace
Main Campus of the University of Warsaw,
Krakowskie Przedmieście 26/28
Saturday 17 May
08.45
Breakfast
Where: breakfast will be served outside of the conference rooms 102 and 254
09.15
Parallel session IV
4A: Empowering Students
Chair: Kristen Robillard, Concordia University,
Canada
4B: Empowering Universities
Chair: Nora Farrell, Ryerson University, Canada
Students and Money? Ombudsmen!
Empowering Students
Marta Elena Alonso de la Varga, Universidad de
León, Spain and Josef Leidenfrost, Austrian
Student Ombudsman
Working within a new model complaint handling
procedure
Jean Grier, University of Edinburgh, UK
Funding in Higher Education and its Impact on
Students
Jenna Brown, University of Denver, USA
Towards Early Resolution and a Good Practice
Framework
Rob Behrens, OIA, UK
Where: Collegium Iuridicum III – Faculty of Law
building at the Main Campus, room 102
Where: University of Warsaw , New Library Building
(BUW), Dobra 56/66 street,
room 254
10.35
Coffee break
10.50
Parallel session V
5A: Empowering Ombudsmen
Chair: Spencer Boudreau, McGill University, Canada
5B: Empowering Universities
Chair: Marta Elena Alonso de la Varga, Universidad
de León, Spain
How to find, choose and appoint the correct
person?
Anna Cybulko, University of Warsaw, Poland
Self-empowerment for Ombudsmen: it depends on
you
Wolf Hertlein, Technische Universität Darmstadt,
Germany
Where: Main Campus, Collegium Iuridicum III –
Faculty of Law building, room 102
Why should universities have ombudsmen for
academic staff?
Paul Herfs, Universiteit Utrecht, The Netherlands
Managing rising complaints: concept,
implementation and sustainability
Kathy Sherlock, University of Huddersfield, UK
Where: University of Warsaw , New Library Building
(BUW), Dobra 56/66 street, room 254
12.10
Plenary session III
Chair: Doris Kiendl-Wendner, University of Applied Sciences JOANNEUM, Graz, Austria
The Road to Yerevan: Selling the Ombudsman Message
13.00
Closing remarks
Chair: Ram Gidoomal
Ewa Gmurzyńska and Josef Leidenfrost
Where: Main Campus, Kazimierzowski Palace, I floor, Senate Room
13: 20
Lunch
Where: Main Campus, Kazimierzowski Palace, ground floor, Professors’s Caffetteria
Biographies
Dr Marta Elena Alonso de la Varga
Ombudswoman, University of León, Spain
Marta Alonso has a PhD in Veterinary Science and has been working as a full Professor in the Veterinary Faculty of
León since 2001. Previously she did her the Doctoral Thesis and was Assistant Professor in the Department of Animal
Production from 1990. She was elected as Ombudswoman for the University of León in December 2009 and was reelected in September 2012. She gave presentations at the IX ENOHE June 2011 meeting in Madrid, X ENOHE April 2013
meeting in Oxford and at the XV Conferencia Estatal de Defensores Universitarios (CEDU) September 2012 meeting in
Almería (Spain) and at the XVI Conferencia Estatal de Defensores Universitarios (CEDU) November 2013 meeting in
Seville (Spain). She was a member of the Executive Committee of CEDU from December 2011 until the renovation of
this Committee in Seville meeting in 2013 (Vice-President of this Executive Committee since February until November
2013).
Professor Patricia Begné
Professor of Law and Head of the Ombudsman Office, University of Guanajuato, Mexico
Patricia Begné is Professor of Law at the University of Guanajuato in Guanajuato, Mexico and has also served as head
of the Ombudsman Office at the university since 2007. In addition, she has practiced law and serves as a consultant to
law firms in the U.S.
Professor Begné received her degree with honors from the University of Guanajuato, where she also took a
postgraduate degree. She attended University of Salamanca in Spain for a course on civil law, and currently is a
Candidate for Doctorate in Law with the University of Granada, Spain.
Begné was also Vice President of the Human Rights Committee and Special Advisor to the Women´s Rights Committee
of the Inter-American Bar Association headquartered in Washington, D.C. She was President of the University
Women’s Association affiliated with the International Federation of University Women from 1993 to 1998.
Rob Behrens
Independent Adjudicator and Chief Executive, OIA, UK
Rob Behrens has been Independent Adjudicator and Chief Executive of the OIA since May 2008. He has led the Pathway
programme of consultations with the sector to inform the development of the OIA Scheme and the sharing of effective
practice. From 2006-2008 Rob was Complaints Commissioner to the Bar Standards Board. Having competed in an open
competition he is now a member of the Bar Standards Board and Chair of its Qualifications Committee. From 20032006 Rob was Secretary to the Committee on Standards in Public Life.
Rob’s early career was as a lecturer in Public Policy and Administration at Coventry Polytechnic (now Coventry
University). In 1988 he joined the Cabinet Office and developed ‘Fast Stream’ training and the provision of equality of
opportunity training and development at the Civil Service College. From 1992 – 1997 he was Director of the Southern
Africa Development Unit. He led UK-sponsored development and training for the African National Congress and other
liberation movements.
Dr Spencer Boudreau
Ombudsperson for Students, McGill University, Canada
Spencer Boudreau PhD is the Ombudsperson for Students at McGill University in Montreal, Quebec, Canada. He has
held this position since September 2009. He has been a member of the Faculty of Education at McGill for twenty-five
years, serving as Director of the Office of Student Teaching for nine years and as Associate Dean (Teaching, Learning
and Students) for six years. He has also served as a member of the Committee on Student Affairs, and as Chair of the
University Grievance Committee.
Dr. Boudreau is a member of the Canadian and Quebec Associations of
Ombudspersons and is vice-president of the Quebec Association.
Jenna Brown
University Ombuds, University of Denver, USA
Jenna Brown is the University Ombuds at the University of Denver, serving all sectors of this private American
university since starting the office in May 1999. A trained mediator, Jenna has designed, developed and directed
innovative programmes introducing and incorporating conflict management skills and dispute resolution services
within organisations in the US. Building on her education in French and TESOL, Jenna has received training in
negotiation, mediation, conflict resolution, and other areas in the U.S. and Europe. Jenna is a member of the
International Ombudsman Association and the United States Ombudsman Association, and a contributor to the
California Caucus of College and University Ombuds. Jenna continues to pursue her own professional development
and collaborates with colleagues in the US and elsewhere, writing
articles, providing training and workshops, and coaching newcomers to the field.
Jorge Ulises Carmona Tinoco
Academic Rights Ombudsman, National Autonomous University of Mexico (UNAM), Mexico
Jorge Ulises Carmona Tinoco is the Academic Rights Ombudsman at the National Autonomous University of Mexico
(UNAM), appointed for a four-year term by the University Council on March 21, 2012. He is a Senior Researcher at the
Institute of Legal Research of the UNAM and a national researcher of the National Council of Science and Technology.
His lines of study and publications are related to International Human Rights Law, Legal Reasoning, Constitutional
Interpretation, Writ of
Amparo and other domestic and international mechanisms on warranting Human Rights. The experience resulting
from the analysis of these topics has been also directed to either teaching or giving lectures in several national and
international spheres in public, educational and non-governmental institutions. His academic training includes a Law
Degree (UNAM, 1995), Master of Laws in International Human Rights (University of Essex, 2000), Specialization in Legal
Reasoning (University of Alicante, 2004), and Doctorate in Law (UNAM, 2006).
Steven du Crôs
Digital Media Officer, OIA, UK
Steven du Crôs is the Digital Media Officer at the OIA and has been in the role since September 2011. His role
incorporates Knowledge Management project which looks at the way the OIA deals with information. He recently
launched the OIA’s new intranet which will be the platform for the office to retain and develop on current knowledge
which will help aid in education and interaction. Steven also manages the website, social media, internal and external
communications. He also created the new ENOHE website and assists the secretariat. He has a degree in BA Radio
Production from Bournemouth University and used to work as a wine advisor.
Anna Cybulko
Ombudsman, University of Warsaw, Poland
Appointed as Ombudsman of the University of Warsaw in 2011. As ombudsman she assists academic community in
dealing with organizational and interpersonal disputes and finding the solutions of delicate and complicated matters.
She specializes in the field of conflict resolution, interpersonal communication and small group dynamics.
She graduated from the Faculty of Law and Administration and from the Faculty of Psychology at the University of
Warsaw.
She mediates and facilitates agreements in civil, family, commercial, and labor disputes. Her expertise includes
facilitating discussions and debates, also ones that for different reasons have complicated communication background.
As a trainer, she conducts trainings and workshops in the area of conflict management and resolution, interpersonal
communication, mediations and negotiations.
She collaborates on permanent basis with Center for Disputes and Conflicts Resolution at the Faculty of Law and
Administration, of the University of Warsaw (Centrum Rozwiązywania Sporów i Konfliktów, WPiA, UW). Member and
former vice-president of the Family Mediators’ Association (Stowarzyszenie Mediatorów Rodzinnych).
Dr Nora Farrell
Ombudsperson, Ryerson University, Toronto, Canada
Nora has been active in the ombuds field in a number of areas: Ombudsperson for Ryerson University since 2000;
Ombudsman for the Canadian Franchise Association and International Franchise Association (on a contract basis) for
four years; Manager of Investigations/Complaint Resolution for Ombudsman Ontario for five years.
Nora earned a Ph.D. as well as a LL.M. (Master of Laws degree) from Osgoode Hall Law School at York University and
a M.Ed. (Master of Education) in Adult, Administrative and Higher Education from the University of British Columbia.
Nora also has extensive training and experience in mediation and in the design and delivery of training in effective
conflict resolution. She has been active as a volunteer in the literacy field for many years both as an individual tutor
and as a board member and Chair of the Foundation for Frontier College, a national literacy organization.
Ram Gidoomal CBE
Chair, OIA Board, UK
Ram Gidoomal has been the Chair of the OIA Board since 2009 and is currently serving his second three-year term. He
is Chair of Traidcraft plc and has previously been the Chair of the Employability Forum, helping refugees into
employment, and a member of the UK Border Agency Complaints Audit Committee. He also chaired the AntiDiscrimination subgroup of the Better Regulation Task Force and has had Non-Executive roles at Imperial College
London and St George’s University of London.
He was appointed in a national recruitment campaign under rules of fair and open competition. He follows Professor
Norman Gowar who served for two terms as the OIA’s
first chair.
Dr Ewa Gmurzynska
Associate Professor at Warsaw University (Faculty of Law and Administration), Poland
Ewa Gmurzynska, Ph.D., is Associate Professor at Warsaw University Faculty of Law and Administration. She received
her J.D and Ph.D. degree at Warsaw University Law School and master degree (LL.M) at University of Florida Levin
College of Law. She is currently director of the Center for American Studies, a joint programme of Warsaw University
and University of Florida. She has been trained as mediator in the states of Florida and Georgia and also in Poland. She
is a practising mediator in civil and commercial disputes and is involved in many mediation related initiatives in Poland
including: presidency of the Civil Council for Alternative Dispute and Conflict Resolution at the Ministry of Justice, cofounder and member of the board of directors of the Center for the Amicable Dispute Resolutions, director of the
Mediation Clinic at the Faculty of Law and Administration of Warsaw University.
She is also the author of the book: Mediation in American Legal System (in Polish)
and editor and co-author of the book: Theory andPractice of Mediation (in Polish), as well as many articles related to
mediation and negotiation topic.
Jean Grier
Investigations Manager and Research and Projects Officer for the Vice Principals, University of Edinburgh, UK
Jean Grier has three decades of experience in a variety of management roles in higher education and is a Fellow of the
Association of University Administrators (AUA), for whom she has written several Good Practice Guides. Jean also has
book chapters in various publications and is co-author of a major book due to be published in 2014. Her specialties
include policy review and negotiation, business process design, training and professional development. Jean is a Board
Member of IDRAS (the Improving Dispute Resolution Advisory Service), a member of the FE/HE Mediation Forum, and
Chair of the Scottish Higher Education Complaints Forum.
Dr Paul Herfs
Ombudsman for staff, Utrecht University, The Netherlands
Dr. Paul Herfs is ombudsman for staff at Utrecht University in the Netherlands since 2005. This position was created
in 1977. The term “Ombudsman” was unknown at that time. So for 37 years Utrecht University has had a university
counsellor for academic and support staff. If the position would have been created in this time, it would read:
ombudsman for staff.
The ombudsman for staff helps academic staff and support staff with problems that could not be solved by themselves.
Since 2011 Paul Herfs works also as an ombudsman for staff at the University of Applied Sciences in Utrecht. He
combines his work for these two universities in Utrecht.
Before he became an ombudsman Paul Herfs worked as an educational researcher. He continued his career as a
student counsellor (legal and aliens issues, financial issues, admission of students with foreign diploma’s, etc.) and as
vice director of the International Office at Utrecht University. His PhD-thesis dealt with International Medical
Graduates in the Netherlands.
Wolf Hertlein
Complaint Manager, Technische Universität Darmstadt, Germany
Wolf Hertlein has participated at the ENOHE-Meetings in Madrid 2011 and Oxford 2013. He has been the complaint
manager at Technische Universität Darmstadt in Germany since 2009 and received an advanced training as a mediator
in 2010/2011. Prior to that, Wolf was press officer at Technische Universität Darmstadt communication unit from
1999 to 2009, and from 1996 to 1999 at the University of Oldenburg. He worked as research scientist at Alfred
Wegener Institute for Polar and Marine Research Bremerhaven from 1992 to 1996 and as an innovation consultant at
the Chamber of Industry and Commerce Oldenburg in 1990.
Wolf studied Mathematics, Biology and other fields of his personal interdisciplinary interest from 1981 to 1989 at the
Universities of Konstanz, Ulm, and Oldenburg. He was born 1962 in Trier, loves his wife and three daughters, likes
people and being alone, dancing and pilgrimage, conflicts and harmony.
Tina Kaare
Student Ambassador, University of Copenhagen
Tina Kaare took office as Student Ambassador on 1 January 2013. Tina earned a law degree from the University of
Copenhagen in 2001 and has since worked for the Danish Immigration Service as Head of the Asylum unit and of the
Citizen’s Service unit, where she gained solid experience with individual guidance, case handling and administrative
law. As Head of the Citizen’s Service unit, she contributed to upholding legal rights and ensuring the quality of the
handling of many thousands of personal cases a year.
Concurrently, Tina has taught courses on the Legal System and Legal Methodology at the University of Copenhagen
since 2004. Furthermore, Tina has volunteered as a mentor for students and is a member of the mentor corps of the
Danish Centre for Information on Gender, Equality and Diversity (KVINFO). She has also volunteered as an advisor in
the legal aid organisation Kritisk Retshjælp, and in 2006 she helped establish legal aid representation at a local library
in the Copenhagen borough of Nørrebro.
Dr Doris Kiendl-Wendner
Chair of the Institute of International Management, FH JOANNEUM University of Applied Sciences, Graz, Austria
Doris Kiendl-Wendner received her Master’s degree and her Doctorate in Law at Karl Franzens University Graz (Austria)
and her degree of Master of Legal Studies in Comparative European and International Law (LL.M.) at the European
University Institute in Florence (Italy).
Her teaching and research is concentrated on university management, European Union law, international business law
and international arbitration. Doris Kiendl-Wendner has published several books and articles on business law and
university management. Dr Kiendl-Wendner served as Vice Rector at FH JOANNEUM University of Applied Sciences in
Graz, Austria from 2007-2014. In this capacity she is involved in strategic issues on quality assurance, examination
rules and student affairs on the university level. In addition, Dr Kiendl-Wendner is chair of the degree programme of
International Management at FH Joanneum, University of Applied Sciences. Her responsibilities as programme chair
include curriculum development, HR management, quality assurance in teaching and student counselling.
Dr Josef Leidenfrost
President and Convenor of ENOHE, Austrian Student Ombudsman, Austria
After joining the Austrian Ministry of Higher Education in 1988, Josef served as adviser to three ministers in the 1990s
and early 2000s on such issues as academic internationalisation, higher education, national and European scholarship
programs, and students’ rights and duties. He is married to Elisabeth Fiorioli (Secretary-General of the Austrian
Rectors’ Conference) and has two sons (Matthäus and Adam). His current position combines two roles: Officer
Responsible for the Task Force for Strategic Information Management at the Ministry’s International Department and
Head of the Office of the Austrian Student Ombudsman. Josef started his professional career as a television journalist
in the early 1980s, including in-depth research on Austrian contemporary history and publications on post-war
relations. He was awarded a doctorate by the University of Vienna in 1986. After bringing Austrian higher education
institutions into international networks and associations, he set up the Austrian ERASMUS Office, which later became
the SOCRATES National Agency in the mid 1990s. Beginning in 2001 he played a pivotal role in setting up a complaint
and acceptance management system for Austrian higher education institutions and a central agency for students’
complaints at the Ministry. He is a co-founder of the European Network for Ombudsmen in Higher Education (ENOHE).
He is the editor of ENOHE’s occasional papers and of the ENOHE News newsletter. In 2012 he finished his Master of
Arts in mediation, the topic of his thesis: Extrahierarchical Conflict Management at Higher Education Institutions: InHouse Mediation as a Tool”.
Professor Daria Lipińska-Nałęcz
Undersecretary of state in the Ministry of Higher Education in Poland. She received a doctorate in 1980 and in 1995
the title of doctor habilitatus at the Faculty of History of the University of Warsaw. In 2008, she was appointed the
Rector of the Łazarski University in Warsaw. Since 2011 she has been a member of the International Board of the
Centre for Polish-Russian Dialogue and Understanding. She participates in a dozen or so national and international
organisations dealing with history, archives and education, on which her research work is focused.
Presently she is in charge of tasks concerning higher education, including the quality of education. She supervises the
implementation of the reform of higher education, coordinates the implementation of the Bologna Process and is
involved in the work of the European Higher Education Area, including the system of the National Qualifications
Framework. She is also in charge of international cooperation in the area of program implementation, initiatives and
international agreements on higher education. Professor Lipińska-Nałęcz cooperates with Central Commission for
Degrees and Titles, the Polish Accreditation Committee, the Conferences of Rectors, the Students’ Parliament of the
Republic of Poland, the National organization Representing Doctoral Students and the Foundation for the
Development of the Education System.
Professor Irena Lipowicz
Professor of law, is a gradute of Factulty of Law and Administration of Silesia University. In 1981 she acquired the
title of the Doctor of Law and in 1992 the title of Doctor Habilitatus. Since 1980 she has been a member of Solidarność
Union and the founding member of the Upper Silesia division. Between 1991-2002 she was a member of Sejm (Polish
parliament) and member of the Constitutional Comeettee of the National Assembly which drafted the Constitution
of 1997. Since 1997, she has chaired the Local Self - Government Committee of the Sejm. Between 2000 and 2004,
she held the office of Ambassador Extraordinary and Plenipotentiary of the Republic of Poland to Austria. Between
2004 – 2006, she served as the Ambassador – Representative of the Minister of Foreign Affairs for Polish – German
relations. Between 2008 and 2010, she held the office of managing director of the Foundation for Polish - German
Cooperation.
In 2009, awarded the degree of Doctor honoris causa by the Osnabrück University. She was also awarded the Grand
Decoration of Honour in Gold for the Services to the Republic of Austria, the Grand Cross of the Order of Merit of the
Federal Republic of Germany, as well as decorations of the provinces of Styria and of Upper Austria. On 10 June 2010,
Professor Irena Lipowicz was appointed by the Sejm and the Senate of the Republic of Poland as the Human Rights
Defender.
Dr Hanna Machińska
Hanna Machinska, dr iuris in 1987, academic teacher, member of the Law Faculty of Warsaw University. She is
presently head of the Council of Europe Office in Warsaw, Ministry of Foreign Affairs and member of the Rector’s
Committee for Antidiscrimination. Her previous duties include: Director of the Council of Europe Information Office,
Director of the Information and Documentation Centre on the Council of Europe, deputy director of the Centre for
Europe of Warsaw University; member of the expert group preparing negotiations with the EU, member of the
Reflection Group established by the President of Poland before the accession to the EU
Lies Poesiat
Ombudsman, VU University Amsterdam, The Netherlands
Lies Poesiat has been ombudsman for students and staff since 2007 at VU University Amsterdam. The university
created the post of student ombudsman in 2002. The ombudsman helps students and staff members with problems
or complaints that cannot be resolved by any other body within the university.
She participates in and chairs the national consultation group of ombudsmen in higher education (Landelijk Overleg
van Ombudsmannen in het Hoger Onderwijs/ LOOHO).
Before that she worked at the University of Amsterdam as ombudsman but also fulfilled several functions at the
University Library, department special collections and in that matter she did research at a scientific research institute.
She also serves on boards of philanthropic, alumni and youth organizations.
Professor Cristina Riche
Ombudsman at the Federal University of Rio de Janeiro (Universidade Federal do Rio de Janeiro - UFRJ), Brazil
Cristina Ayoub Riche has been the ombudsman at the Federal University of Rio de Janeiro (Universidade Federal do
Rio de Janeiro - UFRJ) since 2007. She is a lawyer, registered in the Brazilian Bar Association (OAB) in Rio de Janeiro,
and has postgraduate degrees in civil law and civil procedure. Mrs. Riche is a professor and researcher at the Center
for Public Policy Studies in Human Rights at UFRJ, and professor of the Public Management Course for Economic and
Social Development. She also has a Bachelor’s degree in Arabic at the College of Education at UFRJ. In 2003, she created
and implemented the title of ombudsman at the Brazilian Development Bank (Banco Nacional de Desenvolvimento
Econômico e Social - BNDES), and in 2007, she became ombudsman at UFRJ. She was a member of the university
council at UFRJ and a member of the Conflict Mediation of the Bar Association of Brazil (OAB) in Rio de Janeiro. In the
field of law, she has published books and articles on the law of arbitration in Brazil, as well as articles on alternative
solutions to conflicts of law, such as mediation and conciliation, and subjects related to her experience as ombudsman.
Mrs. Riche has been invited by several public institutions, companies and associations to give lectures and courses on
human rights, ethics, conflict mediation and the politics of being an ombudsman. Recently, she became an honorary
member of the University Ombudsmen Network in Mexico (REDDU - Red de Defensores, Procuradores y Titulares de
Organismos de Defensa de los Derechos Universitarios)."
Kristen Robillard
University Ombudsperson, Université Concordia, Canada
Kristen Robillard is the Ombudsperson at Concordia University in Montreal, Canada. It is a
large, multicultural, comprehensive university with a community of close to 50,000 members. Serving all members of
its community in addressing university-related concerns and complaints, she reports to the Board of Governors. On
September 1st 2012, she was appointed to a third five-year term. Prior to joining Concordia, Ms. Robillard worked for
over 10 years in the health and social services sector in the areas of professional ethics,
privacy and client complaints. She has lectured at McGill University, supervised graduate students at both McGill and
Concordia, and published in the field of attitudinal and cognitive research involving disabled students in higher
education.
A graduate of McGill (BA, Honours in Psychology), Ms. Robillard also holds a Master of Social Service and a Master of
Law and Social Policy from Bryn Mawr College in Pennsylvania, USA. Ms. Robillard is in her 2nd term as the President
of the Association of Canadian College and University Ombudspersons (ACCUO). She is a member of the Forum of
Canadian Ombudsman (FCO), an Associate member of the International Ombudsman Association (IOA) and an ENOHE
colleague. Since 2002, she has served as the Secretary/Treasurer of the Association des Ombudsman des Universités
du Québec (AOUQ). In 2010, her peers recognized her contribution to academic ombudsmanship with the ACCUO
Special Contribution Award. Ms. Robillard is also a member of the Ordre professionnel des travailleurs sociaux du
Québec.
Natalie Sharpe
Director, Student OmbudService, University of Alberta, Canada
Natalie Sharpe has Bachelors and Masters’ degrees in Anthropology; she also has conflict resolution professional
certificates in negotiation, mediation and arbitration. As an ombudsperson, mediator, and advisor on the University
of Alberta campus for over 25 years, Natalie is the Director of the Student OmbudService (serving over 1000 students
annually). Natalie has taught at large urban campuses, small aboriginal colleges, and distance education. Her course
range includes gender roles, women and work, women and unions, and dispute resolution processes. Natalie was an
editor for the first edition of The Canadian Encyclopedia. She has extensive union experience, and once directed a
comprehensive land claims project for the Metis Association of Alberta. These diverse work experiences provide
Natalie a unique perspective on ways to empower students.
Kathy Sherlock
Head of Registry, University of Huddersfield, UK
Kathy joined the University of Huddersfield in 1994 and held various posts before being appointed Head of Registry in
2002. Working closely with the PVC (Teaching & Learning) she has responsibility for Quality Assurance & Reviews,
Examinations, Graduations and all matters relating to Student Complaints, Appeals, Disciplinaries etc.
The OIA Pilot Initiative helped to embed a Student Conciliator service and the development of an app to promote
student regulations while also centralising Extenuating Circumstances. Complaints reduced by two thirds and the
service received a Times Higher Education and Leadership Award in 2013 for an ‘Outstanding Registry’.
One of 30 girls at St Bede’s Grammar School and the only female President of the Old Boys’ Association, Kathy went
into nursing/medical audit and completed a degree at Bradford University alongside being mum to 3 children. Kathy
is an accredited mediator, school governor, Granny to Sam and Millie and researching ‘Campus Ombudsman in
England – local resolution’.
Professor Tadeusz Tomaszewski
Professor of law; since 2008 Vice-Rector of the University of Warsaw for Education and Human Resources. He received
his doctoral degree from philosophy of law in 1983 and habilitation in criminalistics in 1993. Since 1996 he is a head
chair of criminalistics department at the Faculty of Law and Administration. For seven years (2001-2008) he was a
dean of the Faculty of Law and Administration at the University of Warsaw. Since 2012 he is a member of the Senate
of UW and play many other functions in the University administration such as: member of the Legal-Statutory
Commission of the Senate of UW, Vice-President of the Senate Disciplinary Commission and Disciplinary officer at the
University, as well as Disciplinary Commission Representative and a member of Disciplinary Commission of the
General Council of Higher Education
Professor Douglas Hurt Yarn
Professor of Law and Director, Consortium on Negotiation and Conflict Resolution, Georgia State University
Doug Yarn teaches alternative dispute resolution and directs the Inter-University Consortium on Negotiation and
Conflict Resolution, an interdisciplinary theory building program established in 1987. Prior to joining the law faculty,
he served as in-house attorney, mediator, and panelist trainer for the American Arbitration Association. He has
designed conflict management systems for private and public entities, domestic and international, and served as a
consultant for the United Nations and the Permanent Court of Arbitration. He was a member of the Georgia Supreme
Court’s Commission on Dispute Resolution and, since 1994, has overseen the design and institutionalization of a
comprehensive integrated conflict management system for the University System of Georgia. In connection with the
later, he has consulted for numerous institutions of higher education in the U.S. and many other countries.
Yarn has authored The Dictionary of Conflict Resolution (Jossey-Bass, 1999), several practice treatises, and numerous
book chapters and articles. His research interests include international environmental dispute resolution, ADR ethics,
dueling codes, apology and forgiveness, biological foundations of conflict resolution, and conciliatory behavior in nonhuman primates. He holds degrees from Duke University, the University of Georgia, and Cambridge University,
England.