Tuesday, April 8, 2014
1:30 PM - 3:00 PM
Concurrent Session 3
"Surveys, Frameworks, and Group Processes, Oh My"…The Opportunities and Risks of
Advanced Ombuds Practice
Speakers: Kevin Jessar, Corporate Ombudsman and Director of the Corporate Ombudsman Office,
American Red Cross & Howard Gadlin, Ombudsman, National Institutes of Health
Level: Advanced
The Ombuds function can provide its greatest value by proactively and directly engaging the needs of
the organization and of leadership and staff working in complex systems to accomplish the
organizational mission. In this session, we will consider the interventions and services that the Ombuds
can offer beyond case work, the mediation of disputes, or conflict resolution training. We will look at
larger organizational initiatives, interventions, and services that we can provide within the parameters of
our role that have greatest potential to build the capacities of our organizations to manage with
emotional intelligence as they navigate profound organizational change, launch cross departmental
initiatives, and implement new structures and systems.
Which Way Is Up? Navigating an Ombuds Career Path
Moderators: Ennis McCrery, Graduate Student Ombudsperson, Virginia Tech & Dawn Osborne-Adams,
University Ombudsman, Binghamton University. Panel: Sean Banks, Ombudsman, Shell Corporation;
Nicholas Diehl, Ombudsperson, Asian Development Bank; and Indumati Sen, Ombudsman and
Mediator, International Baccalaureate
Level: Fundamental
This presentation will explore career development, progression and challenges for the practicing
Ombuds, highlighting a multitude of perspectives and paths. A panel of current and former Ombuds
practitioners will reflect on their own career choices and offer insight and considerations for Ombuds
career planning and progression. We will also consider how we might identify and articulate the range
of transferrable skills gained through Ombuds practice. Participants are encouraged to be ready with
their own career related questions, observations and challenges, in order to contribute to a rich
discussion during the question and answer period of the session.
Objectivity vs. Impartiality: The View From Nowhere
Speaker: John Puckett, Founder and Principal, Ethics Partnerships, ltd.
Level: Fundamental
Is it really possible to be impartial... ever? Is neutrality the same as objectivity? Can Ombudsmen truly
refrain from "taking sides" and still guide the process to a successful outcome? These and other issues
will be addressed in an interactive discussion about the nature and practice of neutrality. Participants
will come away with a richer understanding of and an enhanced capacity for dealing with the cognitive,
emotional, and practical aspects of what it means to be neutral and impartial in the face of genuine but
competing human interests.
Mapping Ombudsman Conversations
Speaker: Edward Rogers, Ombudsman, Chief Knowledge Officer, NASA-Goddard Space Flight Center
Level: Fundamental
Learn a method for taking down a conversation that will help you make better connections and be able
to play back the essentials for follow-up meetings. This is a practical hands-on demonstration session.
The concept mapping method and rationale will be briefly introduced. Participants will then have two
rounds to practice. After each round the leader will facilitate a debrief and insights from the exercise.
The Ombuds Office: An Organizational “Probiotic” Enhancing the Community’s Well-being
Speaker: Robert O'Connor, University Ombudsman, St. Mary's University
Level: Fundamental
Any well-functioning organization depends upon clear, effective communication between and among its
members—units as well as individuals. When for whatever reasons communication is weak, incorrect,
absent, (to say nothing of “wrong” or malevolent), the organization suffers in short-term effectiveness
and long-term, if the poor communication becomes chronic or systemic. The emphasis of this session
will be on enhancing the effectiveness of the Ombuds Office so that it: 1) genuinely improves the wellbeing of the organization, and 2) demonstrates that such improvement is the result of Ombuds efforts.
Three to four “case studies” will be examined in order to see whether the Ombuds Office accomplished
these aims, how they might have been improved, and how they were viewed by the University
community.
Venturing Out: International Expansion of an Ombuds Office
Speaker: Bonnie Bonnivier, Melanie Lewis & Josie Stiles, Baker Hughes
Level: Intermediate
This session will review the steps taken to expand an organizational Ombuds office to serve employees
in another country. Important factors to consider include: obtaining leadership support, learning the
culture, concerns and sensitive issues among the employee base, creating a multidisciplinary local
team to aid in communication and integration of the office, adjusting communications to match the local
culture, and staffing appropriately. To ensure alignment of processes and protocols, the new staff is
indoctrinated into standard operations and procedures. Integration of the Ombuds office into the newly
covered area requires steady focus and consistent communications. Opportunities for participants to
share their experiences in expanding their programs will be included in the interest of learning best
practices.
3:30 PM - 5:00 PM
Concurrent Session 4
Conflict as a Dynamical System
Speaker: Camilo Azcarate, Manager, Mediation Services, The World Bank Group & Howard Gadlin,
National Institutes of Health
Level: Advanced
Utilizing the lens of systemic thinking, Dynamical Systems theory (DST) helps us reveal and respond to
the complex nature of conflict. Pioneered by several academics affiliated to the Advanced Consortium
on Cooperation, Conflict and Complexity (AC4), DST helps us to understand the relationship between
elements which promote, sustain, or dampen conflicts, recognize patterns that lead us into or away
from intractability, and reveal and influence the underlying forces that give rise to conflict.
United States Legal Update
Speaker: Chuck Howard, Partner, Shipman & Goodwin LLP
Level: Advanced
Chuck Howard will give a presentation updating members on cases and other U.S. legal issues over
the past year that affect organizational Ombuds offices. This will be an interactive program in which he
will respond to and lead a discussion on legal issues of concern to participants.
Due Diligence: Personal Safety and Security in the Ombuds Office
Speaker: Ellen Schreiber, Ombuds, University of Idaho
Level: Fundamental
Today’s workplace is an unpredictable environment, and even though most Ombuds practitioners and
staff may never experience a critical safety challenge in their workplace, planning and preparing for
potential issues should be an essential part of every Ombuds office and practice. This session will
examine: the importance of having a current safety and security plan, safety considerations that may be
unique to the Ombuds function and office, and the components of a well-thought office plan.
Participants will be encouraged to share their existing safety strategies and preparations for the benefit
of all.
Getting Real with Diversity
Speaker: Sigal Shoham, Office for Collaborative Action and Dispute Resolution, Department of the
Interior
Level: Intermediate
Training on diversity may be missing the opportunity to get real about tough issues while honoring
everyone’s unique identity. In addition to encouraging inclusion of all cultures, we might need to
address risky topics like the dynamics of power and privilege, the legacy of slavery, or issues of class to
develop a truly inclusive organization. Is there a role for Ombuds in supporting real dialogue around the
tough topics of diversity? In this session, we will discuss the current diversity initiatives in our
organizations and look for areas that may need to be augmented. We will explore ways to bring tough
topics to the fore, and ask questions around the role of Ombudsman in this arena. The session will
include time for practitioners to explore what their organizations may need in regards to the topic, and
opportunities to exchange ideas on next steps from an Ombuds point of view.
So You Want to Become an Ombuds?
Speaker: Andrew Larratt-Smith, University Ombuds, University of California- Riverside, Theresa Ralicki,
Associate Ombudsman, American Red Cross, Victoria Friedman, Ombudsperson, Riverside Unified
School District
Level: Fundamental
If you are an aspiring Ombuds this presentation is for you! A panel of practicing Ombuds will share their
stories of how they landed their first Ombuds position, and will provide practical strategic tips to current
aspiring Ombuds about how to prepare for an Ombuds career. The panel members are all former
aspiring Ombuds who have recently established an Ombuds practice, but they have taken various
different paths to becoming Ombuds. Aspiring Ombuds will be given significant time to ask questions.
Depending on the size of the audience, the Q & A time may be conducted as an entire group or
participants may break off into smaller groups to work with individual panel members.
Building Trust in Times of Economic and Social Crises: The Role of the National Bank of Greece
Ombudsman
Speaker: Konstantina Vitoratou, Ombudsman, National Bank of Greece
Level: Fundamental
Due to the worldwide adverse financial environment, households and businesses are facing
tremendous financial and social pressures. How does a traditional financial institution take a pioneering
decision during times of crises to implement a new code of transactional ethics? This presentation will
explain how the Ombudsman's office was set up to serve a diverse customer base across different
countries, legislations and languages. How is mediation conducted in finding solutions to customer
problems with staggering unemployment and economic outlook doomed? How does the office liaise
with group management and public authorities to improve contractual terms and business practices to
be fully in line with legislation on consumer protection? This session will explore experiences and
challenges faced in start-up situations in financially distressed markets.