april 19 – 22, 2015 - international ombudsman … · april 19 – 22, 2015 specialty workshops...

April 19 – 22, 2015Specialty Workshops and Professional Development Courses April 17 - 19, 2015

Sheraton Atlanta Hotel • Atlanta, Georgia USA

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Celebrating IOA: 10 Years of Growth and Innovation

Annual Conference

10th

Registration Brochure

R E G I S T R A T I O N B R O C H U R E

www.ombudsassociation.orgInternational Ombudsman Association • 10th Annual Conference

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A MESSAGE FROM THE IOA CONFERENCE PLANNING COMMITTEEEach year, the IOA Annual Conference Committee plans an interactive and educational forum to increase awareness, knowledge and skills in order for its attendees to become more effective catalysts for change within their organizations. We are pleased to bring you the 10th year of our conference as the International Ombudsman Association and hope you will find each day and each session just as engaging and valuable as in years past.

We want all attendees to leave the conference wanting more, wishing for more time with colleagues, and eager to implement all the great ideas.

Best,The Conference Planning Committee

The International Ombudsman* Association (IOA) was officially formed in July 2005 following the merger of the University and College Ombuds Association (UCOA) and The Ombudsman Association (TOA). IOA is the largest international association of professional Organizational Ombudsmen practitioners in the world, representing more than 700 members from the United States and across the globe. The Association supports Organizational Ombudsmen worldwide working in corporations, universities, non-profit organizations, government entities and non-governmental organizations. Building on the traditions of TOA and UCOA, IOA offers a full roster of professional training and education programs for the practicing Ombudsman professional and those interested in learning about our practice. In addition, the association works to support and promote the profession through strategic partnerships and communication with government agencies and other professional organizations as appropriate.



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MissionThe mission of the International Ombudsman* Association is to support and advance the global Organizational Ombudsman profession and ensure that practitioners work to the highest professional standards by:

• Setting standards of practice, regulatory platform and code of ethics for the Organizational Ombudsman profession;

• Assisting in the establishment of Organizational Ombudsman offices;

• Providing excellent professional development resources, research and information;

• Increasing awareness and understanding of Organizational Ombudsman value among key stakeholders and the general public;

• Creating strategic alliances or direct communications with other key organizations and professionals involved in dispute resolution, governance, ethics and risk mitigation.

Vision StatementIOA leads the global Organizational Ombudsman profession by setting the standard for excellence in practice and demonstrating the effectiveness of the Organizational Ombudsman role to organizational leaders, policy makers, other professions and associations, and the public.

International Ombudsman Association Values• Integrity: IOA conducts all activities responsibly with equity and accountability to its

membership and profession.

• Service: IOA supports its membership by providing innovative and high quality services.

• Respect: IOA embraces a range of differences of people and viewpoints in building a robust organization.

• Collaboration: IOA promotes interaction among Ombudsman practitioners and engages with other organizations to advance the profession.

* The term Ombudsman is used to communicate to the widest possible community and is not intended to discourage others from using alternatives. IOA respectfully acknowledges that many practitioners use alternative forms of this word.



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SCHEDULE AT A GLANCE*Additional registration is required for all Professional Development Courses and Specialty Workshops.

Friday, April 17

Professional Development Course8:30 a.m. – 5:30 p.m. Foundations of Organizational Ombudsman Practice Day 1 Instructors: Nicholas Diehl, Wendy Friede, Donna Louden, Reese Ramos,

Linda Wilcox

Saturday, April 18

Professional Development Course8:30 a.m. – 5:30 p.m. Foundations of Organizational Ombudsman Practice Day 2

Instructors: Nicholas Diehl, Wendy Friede, Donna Louden, Reese Ramos, Linda Wilcox

Sunday, April 19

Professional Development Course and Specialty Workshops8:30 a.m. – 5:30 p.m. Foundations of Organizational Ombudsman Practice Day 3

Instructors: Nicholas Diehl, Wendy Friede, Donna Louden, Reese Ramos, Linda Wilcox

8:30 a.m. – 5:30 p.m. Full Day Specialty Workshops

FD 1: Understanding and Managing High Conflict Personalities Presented by William Eddy

8:30 a.m. – Noon Half Day Specialty Workshops

AM 1: SALSA — The Dance of a Dialogue Presented by Lynne Chaillat and Ralph Johnson

AM 2: Improvisation, Intuition and Spontaneity: A New Approach for the Ombuds Trainer Presented by Adam Kleinberger

1:30 p.m. – 5:00 p.m. Half Day Specialty Workshops PM 1: Systems for Ombuds

Presented by Jan Morse and Wendell Jones

PM 2: An Ombuds Practitioner’s Guide to Title IX and Clery Act Compliance Presented by Bruce MacAllister

5:30 p.m. – 6:00 p.m. Welcome Reception for Ombuds New to the Profession & First-Time Attendees

6:00 p.m. – 7:00 p.m. Welcome Reception for All Attendees



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Monday, April 20

GENERAL CONFERENCE DAY 16:00 a.m. – 7:00 a.m. Fun Run/Walk Around Atlanta

6:00 a.m. – 7:00 a.m. Yoga (separate registration fee applies)

7:00 a.m. – 8:00 a.m. Continental Breakfast for All Conference Attendees

8:00 a.m. – 8:30 p.m. Conference Welcome and Opening Remarks

8:30 a.m. – 9:30 a.m. Mary Rowe Keynote Address: The IOA and Internal Self-Regulation Presented by David Miller

9:30 a.m. – 10:30 a.m. Plenary: Working with Leadership: Rethinking IOA Standards of Practice Presented by Howard Gadlin, Wayne Blair, Francine Montemurro and Tom Sebok

10:30 a.m. – 11:00 a.m. Networking Break

11:00 a.m. – Noon Session with the IOA Board

Noon – 1:30 p.m. Volunteer Recognition Luncheon for All Conference Attendees

1:30 p.m. – 3:00 p.m. Concurrent Session 11. An Ombuds with a Purpose

Presented by Reese Ramos2. The Ombudsman’s Leadership to Promote an Institutional

Culture of Tolerance, Inclusiveness and RespectPresented by Jose Martínez-Aragόn and Delores Gόmez-Morán

3. Meanings of Visitor’s Spirituality or Religion for the Ombuds’Problem SolvingPresented by Frank Baskind

4. Promoting Responsible Bystander ActionsPresented by Tom Sebok, Mary Rowe, Loraleigh Keashly and JessicaKuchta-Miller

5. Benchmarking: Using Data and Analysis to Compare OmbudsOperations in the Corporate SectorPresented by Jackie Osborne

6. Systems Basics for OmbudsPresented by Jan Morse , Howard Gadlin and Wendell Jones

3:00 p.m. – 3:30 p.m. Networking Break

3:30 p.m. – 5:00 p.m. Concurrent Session 27. Ombuds Don’t Dare Ask: Self-Advocacy and the Ombuds Role

Presented by Indumati Sen and Dawn Osborne-Adams8. What Would You Do? A Discussion of Practice Dilemmas for

OmbudspersonsPresented by Donna Douglass Williams, Bob Hosea, Dolores Gόmez-Monán, Melissa Connell, Lynne Chaillat, Ronnie Thompson and MaryBeth Stevens

SCHEDULE AT A GLANCE



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3:30 p.m. – 5:00 p.m. Concurrent Session 2 (cont.)9. Conflict Transformation in the Workplace

Presented by Dawn Miller Sander10. Running and Expansion of a Global Ombuds Office

Presented by Devyani Singh, Ilene Butensky, Terry Boudreau,Sophia Qiao and Gennette Tripani

11. When Conflict is GoodPresented by Mindy Eaves

12. Working with the Whole Person: Verbal and Non-VerbalTechniques for Working with VisitorsPresented by Kirsi Aulin and Caroline Adams

6:00 p.m. – 10:00 p.m. IOA 10th Anniversary Celebration at World of Coca-Cola at Pemberton Place® (separate registration fee applies)

Tuesday, April 21

GENERAL CONFERENCE DAY 26:00 a.m. – 7:00 a.m. Fun Run/Walk Around Atlanta



8:00 a.m. – 9:00 a.m. Keynote Address: Restorative Justice—Addressing the Harm: A Role for Organizational Ombuds Presented by Janine Geske

9:00 a.m. – 10:00 a.m. Plenary: Suicide Prevention in the Workplace for Ombuds Professionals Presented by Elisa Enriquez

10:00 a.m. – 10:45 a.m. Sector Networking Break

10:45 a.m. – Noon IOA Annual Business Meeting (IOA members only)

Noon – 1:00 p.m. Lunch for All Conference Attendees Lunch for Ombuds New to the Profession & First-Time Attendees (RSVP required)

1:00 p.m. – 2:30 p.m. Concurrent Session 313. Applying Psychological Acronyms in Ombuds: Theoretical &

Research Based InterventionsPresented by Brittany Linton

14. Participating in Meetings and on CommitteesPresented by Andrew Larratt-Smith, John Armijo and Dawn Osborne-Adams

15. Growing Pains: Sustainable Growth and Development of theOmbudsman’s OfficePresented by Cindy Foster and Jasmine Abraham

16. Coaching Leaders and Executives When the Going Gets RoughPresented by Samantha Levine-Finley




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1:00 p.m. – 2:30 p.m. Concurrent Session 3 (cont.)17. Awaken the Fire Within: Emotional State Management in Conflict

Presented by Reese Ramos

18. Perception of the Ombudsman Role in the Asia Pacific RegionPresented by Nicholas Diehl, Indumati Sen, Gigi Alejandro, Sophia Qiaoand David Miller


3:00 p.m. – 4:30 p.m. Concurrent Session 419. Thinking Theoretically: A Step to Doing Research on Ombuds

PracticesPresented by Shereen Bingham

20. OM-budsing: Mindful Ombuds Practice through BuddhistTeachingsPresented by Caitlan Hendrickson

21. The Psychology of Conflict and “Crucial Conversations”Presented by Caroline Adams and Kirsi Aulin

22. Doing Restorative Justice in the WorkplacePresented by Janine Geske and Kerry Egdorf

23. Intentional Evolution of an Ombudsman ProgramPresented by Peter Bonne Eriksen

24. Beyond the Frontiers of Harassment InterventionPresented by Doris Campos-Infantino and Howard Gadlin

5:00 p.m. – 6:30 p.m. Pecha Kucha Cocktail Hour Facilitated by Howard Gadlin and Nicholas Diehl

6:30 p.m. Dinner with Friends (separate sign up, attendees responsible for cost)

Wednesday, April 22

GENERAL CONFERENCE DAY 3

6:00 a.m. – 7:00 a.m. Fun Run/Walk Around Atlanta



8:30 a.m. – 9:45 a.m. Keynote Address: War and Peace Among the Primates Presented by: Frans B.M. de Waal, PhD

9:45 a.m. – 10:15 a.m. Networking Break

10:15 a.m. – 11:00 a.m. Do We Matter: Lessons from Title IX Moderator: Marcia Martinez-Helfman, University of Pennsylvania; Panelists: Sean Banks, Director & Company Ombuds, Shell Oil Company-Ombuds Services; Wayne Blair, CO-OP, University Ombuds and Director, University of North Carolina at Chapel Hill; Howard Gadlin, Ombudsman, National Institutes of Health


R E G I S T R A T I O N B R O C H U R E 8


11:00 a.m. – Noon Plenary: Ombudsman in Conflict: Shoemaker’s Children Presented by Doris Compos-Infantino and Howard Gadlin

Noon – 1:00 p.m. Networking Lunch

1:00 p.m. – 2:30 p.m. Concurrent Session 525. Examining the Potential for Restorative Questioning in Ombuds

PracticePresented by Shannon Burton and Kim Fulbright

26. Seeing Conflict Through the Lens of Human MovementPresented by Katherine Greenwood

27. Working with High Conflict PeoplePresented by Kevin Coonrod

28. Responding to Problems Relating to Sexual Misconduct on CampusPresented by Howard Gadlin, Marcia Martinez-Helfman, AndrewLarratt-Smith and Karen Connolly

29. Integrating into Your Organization and Adding Value:Organizational Ombuds Office and its Impact on aCorporation’s Social Responsibility ProgramPresented by Bonnie Bonnivier, Melanie Lewis, Melinda Miner, SeanBanks and Jackie Osborne

30. Elevating Individual Issues to Policy ConcernsPresented by Sarah Klaper


3:00 p.m. – 4:30 p.m. Concurrent Session 631. Does Positivity Really Matter? Making the Case for the

Positive OmbudsPresented by Vikram Kapoor, Andrew Larratt-Smith, Tom Kosakowskiand Willem Kweens

32. The Dynamic Listener — Being Wise Beyond Your EarsPresented by Rick Anderson

33. Surfacing and Engaging Issues of Identity Presented by David Michael and Linda Brothers

34. Annual Report: Presenting Your Annual Report toAdministrators and FacultyPresented by Karey Barnes, Paul Hernandez and Maria Alonso

35. Dealing with Difficult Behaviors, Clients, Staff or AdministrationPresented by Cindy Englert and Hillary Kaylor

4:30 p.m. – 5:00 p.m. Final Remarks/Conclusion of Conference




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Professional Development Course & Specialty Workshops

Professional Development Course Friday, April 17 – Sunday, April 19IOA will be offering our most popular three-day professional development course prior to this year’s annual conference. Additional registration fee is required. Take advantage of package pricing to receive a $300 discount when you register for the annual conference and professional development together.

Foundations of Organizational Ombudsman PracticeFriday, April 17 – Sunday, April 19 8:30 a.m. – 5:30 p.m.This course covers the fundamentals of the Organizational Ombudsman role. It provides basic information and training for the Organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence and informality. The three-day course focuses on how the Ombudsman works with the visitor to the office as well as how they act as a change agent within their organization. The course will allow you to practice key Ombudsman skills of listening, asking questions, clarifying, generating options, and moving to actions throughout the Ombudsman process. In addition, an experienced and highly committed faculty of Ombudsmen will share best practices around setting up an office and evaluating and communicating the effectiveness of the office.

Who should attend?The course will benefit the recently appointed Ombudsman, individuals interested in becoming an Ombudsman, or anyone desiring to establish an Ombudsman function in industry, government, higher education, and public or private social services agencies.

As a result of this program you will learn:• How the role, scope, and duties of today’s Ombudsman began and evolved• The four basic principles of the Organizational Ombudsman role: neutrality, independence,

confidentiality and informality• Why confidentiality is essential to the practice, how to maintain confidentiality• How to listen as a neutral, including effective techniques for interviewing and inquiring,

reflective listening, reframing, identifying issues and providing options• How to manage and work with conflict by employing a battery of skills including listening,

coaching, and negotiation techniques• How to decide which intervention would be most effective and how to provide upward

feedback to management• How to set up and operate an Ombudsman’s office, including the fundamentals of how to

log concerns, report to management, and design reports to track issues• How to align the Ombudsman function with the mission, values, and culture of the organization• How to promote the Ombudsman’s role and function, including ways to gain and keep

management support

THE PERFECT COURSE FOR NEW OMBUDS!

Prerequisites: None

Course Limit: 50 participants

Professional Development Hours:

24

Faculty: Nicholas Diehl, Ombuds, Asian Development Bank; Wendy Friede, Consulting Ombuds, Friede Consulting Services; Donna Louden, Director, Ombuds Office, National Renewable Energy Laboratory; Reese Ramos, Corporate Ombudsman, Sandia National Laboratories; Linda Wilcox, Ombudsperson, Harvard Medical School



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Specialty WorkshopsSunday, April 19Take advantage of an extra day of professional development before the conference begins! Additional registration is required. Seating is limited.

Full-Day Course:FD 1: Understanding and Managing High Conflict Personalities

Morning Half-Day Courses:AM 1: SALSA — The Dance of a Dialogue

AM 2: Improvisation, Intuition and Spontaneity: A New Approach for the Ombuds Trainer

Afternoon Half-Day Courses:PM 1: System for Ombuds

PM 2: An Ombuds Practitioner’s Guide to Title IX and Clery Act Compliance

Full Day Courses

FD 1Understanding and Managing High Conflict Personalities

Level: IntermediateFaculty: William Eddy, President, High Conflict Institute

High-conflict disputes frequently involve one or more individuals with “high-conflict” personality traits. This course explains traits of five high-conflict personality disorders — Borderline, Narcissistic, Histrionic, Antisocial, and Paranoid — and their common conflict dynamics. Four key skills will be discussed, which make up the “C.A.R.S. Method,” including:• Connecting with empathy, attention and respect• Analyzing alternatives• Responding to hostility and misinformation• Setting limits with consequences.

Each skill will be discussed, with examples and practice exercises.

PROFESSIONAL DEVELOPMENT COURSES AND SPECIALTY WORKSHOPS



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Morning Half-Day Courses

AM 1SALSA — The Dance of a Dialogue

Level: Fundamental Faculty: Lynn Chaillat, EMEA Ombud, McKinsey & Company, and Ralph Johnson, Americas Ombud, McKinsey & Company

The big idea is Dialogue is a Dance. Knowing the steps of the dance along with how to move with the music are equally important. SALSA stands for Shift your mindset, Ask more, Listen better by attending to cues, Summarize what you hear and Assert perspectives that truly serve the other person. Mindsets affect our behavior. Shifting our mindset is the foundational act of good dialogue (the skills fall flat without the right mindset).

AM 2Improvisation, Intuition and Spontaneity: A New Approach for the Ombuds Trainer

Level: FundamentalFaculty: Adam Kleinberger, Associate Ombuds, Boston University

Learn how to think on your feet, work well with others and really, truly listen. All are welcome to attend this non-traditional, active training session that uses improvisation to build the conflict resolution skills of each attendee. Improvising, or improv, is creating something without prior preparation. Attendees will be actively participating in improv warm-ups, exercises and structures. Attendees will also learn how to build trust and integrate feedback in order to use this new approach with their own learners.

Afternoon Half-Day Courses

PM 1Systems for Ombuds

Level: Intermediate Faculty: Jan Morse, Ombudsman and Director, University of Minnesota, and Wendell Jones, IOA Ombudsman Distinguished Emeritus

Through lecture, small group discussion, and exercises that demonstrate systems theory in action, this session is designed for those with a basic understanding of systems who want to dive deeper. Case studies will help illustrate how to put simple systems tools into practice.




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PM 2An Ombuds Practitioner’s Guide to Title IX and Clery Act Compliance

Level: IntermediateFaculty: Bruce MacAllister, University Ombudsperson, University of Oregon

This interactive workshop will explore critical issues for Ombuds working in higher education relating to the role of Ombuds and compliance issues involving Title VI, VII, and IX as well as the Clery Act. Discussions will focus on key compliance issues including the Ombuds role in serving or not serving as an “office of notice,” mandatory reporting, and confidentiality issues. The program will include benchmarks to notable campus policies and will include extensive focus on the rapidly evolving best practices for campus Ombuds relative to their role as a point of contact for victims of harassment or assault. The program will include a comprehensive review of the legal issues related to campus crime reporting as required by the Clery Act, and the issues involved in functioning as a “confidential resource” for survivors of harassment or an assault. The program will include discussion and review of the IOA Standards of Practice juxtaposed with the legal notice, reporting, and response requirements of the various titles of the Civil Rights Act of 1964.


Your GPS might be confused if you punch in

“Peachtree” as your destination. There are over

55 streets with that name in Atlanta.

Source: MentalFloss.comATL

Fun Facts from Atlanta



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KEYNOTE SPEAKERSMonday, April 208:30 a.m. – 9:30 a.m.

Mary Rowe Keynote Address: The IOA and Internal Self-RegulationIn this presentation, the capacity for and challenges to IOA internal self-regulation is examined, among other ideas. Based on some examples taken from practice, the question is asked, "what do we need as a new profession to be able to demonstrate adherence to our own professional standards?" The presentation examines the requirements and ramifications of linking membership requirements to our Standards of Practice, and proposes some options for the challenges that may arise.

Speaker: David Miller, Ombudsman, The Global Fund to Fight AIDS, Tuberculosis and Malaria, Geneva, Switzerland

David Miller is the Ombudsman for the Global Fund to Fight AIDS, Tuberculosis and Malaria, based in Geneva, Switzerland. He was formerly the Geneva-based Staff Ombudsman for the World Health Organization, and UNAIDS. He served as Editor of the Journal of the International Ombudsman Association (JIOA) and is a founding member of the JIOA Editorial Board. He was a member of the IOA Uniform Reporting

Categories Task Force, and has been a faculty trainer for the IOA in Europe and Africa. David is a practicing clinical psychologist with postgraduate qualifications from the University of Auckland and a PhD in Public Health Medicine and Epidemiology from the University of Nottingham.

Tuesday, April 218:00 a.m. – 9:00 a.m.

Restorative Justice — Addressing the Harm: A Role for Organizational Ombuds

Speaker: Janine Geske, Retired Distinguished Professor of Law, Marquette University

This keynote address will explain and demonstrate through examples how restorative justice processes can help find healing for people who have experienced deep pain and harm. With its origins in the justice system, the presentation will include stories of surviving family members of homicide

victims, individuals who have been victims of sexual assault, and others who have felt profound betrayal and deception by those they trusted. Audience members will have the opportunity to experience, through the stories of others, how they might utilize parts of these processes in their work as organizational Ombuds for “simple” conflicts as well as “complex and challenging” issues. Restorative justice processes can be appropriate for addressing the harm caused by isolating others, spreading rumors and gossip, insubordination, team conflict, workplace bullying, and even the aftermath of a formal grievance.

Justice Janine P. Geske retired as Distinguished Professor of Law at Marquette University Law School and Director of the school’s Restorative Justice Initiative. Justice Geske served as a Wisconsin Supreme Court Justice from 1993-98. Prior to that time she served as a Milwaukee County Circuit Court judge for more than 12 years. She has also been active in the alternative dispute resolution field and is recognized in Best Lawyers in America for her mediation work.

This inaugural honorary keynote

embodies the spirit of the significant

contributions that Mary Rowe has graciously and

selflessly provided the

Organizational Ombudsman

profession and associations

throughout her career.



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Wednesday, April 228:00 a.m. – 9:00 a.m.

War and Peace Among the PrimatesSpeaker: Frans B.M. de Waal, PhD, C. H. Candler Professor of Psychology and Director of the Living Links Center at the Yerkes National Primate Research Center, Emory University

When people do evil things, such as when they commit genocides in Bosnia or Rwanda, we call them “animals.” If people act altruistically, such as when they save another’s life or give to the poor, we attribute this to our noble

human morality. We call them “humane.” Both sides of human nature, however, are tied to our biology. This theme of the duality of human nature, hovering between beast and angel, is explored by looking at our two closest primate relatives, the chimpanzee and the bonobo. The chimpanzee has a reputation as murderous and power-hungry, whereas the bonobo, the hippie of the primate world, prefers to “make love - not war.” Both apes are equally close to us, but comparisons with chimpanzees have thus far dominated the media as well as the literature. The bonobo’s female dominance, cooperative nature, and use of sex to restore peace challenges male-biased theories that equate humanity’s violence with progress.

Over the last few decades, biologists have popularized the image of humans as driven by “selfish genes,” doing only what is good for themselves. But the tone of the debate within Western society has changed since the crisis of 2008, and also within biology, the tone of the debate about human nature has changed over the last few years. The evolution of morality has become a central theme. Here we will look at human behavior through the eyes of a primatologist, who has written both “Chimpanzee Politics” (on the Machiavellian tendencies of male chimpanzees) and “Bonobo: The Forgotten Ape.” By using the bonobo and chimp as two provocative metaphors for ourselves and our evolutionary ancestry, we are able to see vivid mirror images of ourselves.

Frans B.M. de Waal, PhD, is C. H. Candler Professor in the Psychology Department of Emory University and Director of the Living Links Center at the Yerkes National Primate Research Center, in Atlanta, Georgia. A Dutch/American biologist and primatologist known for his work on the behavior and social intelligence of primates. His first book, Chimpanzee Politics (1982) compared the schmoozing and scheming of chimpanzees involved in power struggles with that of human politicians. Ever since, de Waal has drawn parallels between primate and human behavior, from peacemaking and morality to culture. His scientific work has been published in hundreds of technical articles in journals such as Science, Nature, Scientific American, and outlets specialized in animal behavior.

KEYNOTE SPEAKERS



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PLENARY SESSIONSMonday, April 209:30 a.m. – 10:30 a.m.

Working with Leadership: Rethinking IOA Standards of Practice

Speakers: Howard Gadlin, Ombudsman, National Institutes of Health; Wayne Blair, CO-OP, University Ombuds, University of North Carolina at Chapel Hill; Francine Montemurro, University Ombuds, Boston University; Tom Sebok, CO-OP, Director, Ombuds Office, University of Colorado Boulder; Andrew Larratt-Smith, CO-OP, University Ombudsman, University of California at Riverside

This plenary grew out of a set of discussions among the participants about the complexities, challenges and accomplishments we faced as Ombuds working with our respective organizations’ leadership. Through those discussions we realized that while the Standards of Practice (SOPs) provide important guidance for enacting our roles. There were several ways in which the SOPs constrain our abilities to implement the full range of our responsibilities and work effectively with leadership. As our discussions continued we identified areas of confusion and ambiguity in each of the key terms – independence, neutrality, confidentiality and informality — especially as they are explicated in the best practices document. In this plenary we will very briefly recount how our discussions evolved, describe the ways in which the SOPs work well and then delineate the major areas of concern we have identified.

Monday, April 20 11:00 a.m. – Noon

Session with the IOA BoardThis session continues the tradition set several years ago to provide an opportunity for attendees to connect with the IOA Board of Directors. Our strategic plan is in place and the Board of Directors is committed to continuing the conversation about the state of the association and other emerging topics. Come prepared for an engaging dialogue as we continue to grow as an association and profession.

Tuesday, April 219:00 a.m. – 10:00 a.m.

Suicide Prevention in the Workplace for Ombuds ProfessionalsSpeaker: Elisa Enriquez, Senior Associate Ombudsman, Los Alamos National Laboratory

This plenary is offered to help the Ombuds professional understand the importance of suicide awareness and prevention in the workplace and includes the video clips from Working Minds: Suicide Prevention in the Workplace, a program initiative of the Carson J. Spencer Foundation. Suicide statistics, myths, risk factors and symptoms of risk, how to aid and encourage visitors to seek help, and developing an organization-wide suicide prevention and post intervention network will be discussed in this informational and interactive presentation.



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Tuesday, April 215:00 p.m. – 6:30 p.m.

Pecha Kucha Cocktail HourFacilitated by: Howard Gadlin and Nicholas Diehl Presentations by: Donna Douglass Williams, Samantha Levine-Finley, Lisa Neale, Bruce MacAllister, Deniz Ogretir, Shreya Trivedi and Thomas Zgambo

The concept of Pecha Kucha originated among designers in Tokyo in 2003 as a way to share innovative ideas in a short amount of time. The idea has grown in popularity in many different venues and Pecha Kucha sessions are regularly held in cities around the world. The format of a Pecha Kucha session is a series of short presentations; twenty slides per presentation, 20 seconds per slide. Therefore, each presentation lasts exactly 6 minutes and 40 seconds. There is no time allotted for Q and A, but people who are interested can connect with the presenter or take the ideas and explore them more on their own. With such little time, presentations are generally high energy, fast moving and give an overview of a concept or experience. The value is the audience is exposed to different ideas that can generate curiosity. Of course, if a presentation does not resonate with someone it is only a short wait until the next.

Wednesday, April 2210:15 a.m. – 11:00 a.m.

Do We Matter: Lessons from Title IXModerator: Marcia Martinez-Helfman, University of Pennsylvania; Panelists: Sean Banks, Director & Company Ombuds, Shell Oil Company-Ombuds Services; Wayne Blair, CO-OP, University Ombuds and Director, University of North Carolina at Chapel Hill; Howard Gadlin, Ombudsman, National Institutes of Health

The IOA board recently tasked an ad hoc committee to address implications of campus sexual misconduct for the academic sector. Committee members have increasingly become concerned that the pervasive lack of understanding externally and across sectors of the Ombuds role threatens the future of the profession. The absence of external validation of our Standards of Practice undermines our ability to effectively function. Are we a profession in crisis, and if so, how should we respond?

Each of the presenters will offer their respective views regarding the challenges to practitioners’ ability to operate according to the IOA Standards of Practice. Members of the audience will be invited to respond to the question: Is the Ombuds profession in jeopardy of losing its long-term viability because it lacks external validation as a profession?

PLENARY SESSIONS



Wednesday, April 2211:00 a.m. – Noon

Ombudsmen in Conflict: Shoemaker’s Children?Speakers: Doris Campos-Infantino, Ombudsperson, Inter-American Development Bank, and Howard Gadlin, Ombudsman, National Institutes of Health

Ombudsmen are conflict resolution professionals, yet how well do we apply our knowledge and expertise in our own conflicts? We are studied and versed in conflict and work on sharpening our understanding of the nuances of conflict dynamics. We learn skills like negotiation and facilitation to assist others in resolving their conflicts. Yet how do we do at navigating conflict ourselves? What unique challenges do we face in using our expertise when in conflict ourselves? How might this knowledge enhance our ability to assist others in conflict? This session will examine phenomena of Ombudsmen in conflict in the context of our own professional relationships. The focal point of discussion will be understanding how Ombudsmen work with conflict, reflecting on one or more cases or situations from IOA history, such as the TOA-UCOA merger, and current tensions within IOA. The speakers will facilitate discussion around how to leverage what we know from our practice to navigate our own conflicts including those we have with IOA colleagues and in doing so strengthen the IOA and the profession.

PLENARY SESSIONS

Atlanta is Georgia’s fifth capital.

The Georgia State Capitol building is gilded

with 43 ounces of locally-mined gold.





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CONCURRENT SESSIONSMonday, April 201:30 p.m. – 3:00 p.m.

Concurrent Session 11. An Ombuds with a PurposeLevel: Fundamental Sector: AllSpeaker: Reese Ramos, Corporate Ombudsman, Sandia National Laboratories

The greatest level of fulfillment as an Ombuds can come from how you define success in your Ombuds practice. This interactive session will help you craft your own personal mission statement so that it serves you as a guide in your practice. Bonus: We’ll also create a 30 second “elevator speech” you can share with constituents of your institution.

2. The Ombudsman’s Leadership to Promote an Institutional Cultureof Tolerance, Inclusiveness and Respect Level: Intermediate Sector: AllSpeakers: José Martínez-Aragόn, Regional Ombudsman, United Nations; Dolores Gόmez-Morán, CO-OP, Ombudsman, Pan American Health Organization (PAHO)/World Health Organization (WHO)

Tolerance, inclusiveness and respect are often flagship values in the organizations we serve. However, respect for those values can be challenging for a globally diverse workforce, and often colleagues need guidance on how to do so. In this context, how can an organization move towards a culture of civility where tolerance, inclusiveness and respect are fundamental values? Who can provide employees with a ‘safe’ haven to explore, understand and ultimately embrace differences? As Ombuds, we are in a privileged position from which to lead a culture of tolerance, inclusiveness and respect within our organizations. We can only develop a leadership role in this regard by being mindful of our potential and including this aspect when having conversations with visitors, mediating between parties in conflict, meeting stakeholders, providing upward feedback, reflecting the need for these changes in our annual report, delivering training, and indeed, showing by example.

3. Meanings of Visitor’s Spirituality or Religion for the Ombuds’Problem SolvingLevel: FundamentalSector: AllSpeaker: Frank Baskind, Dean Emeritus and Professor, Virginia Commonwealth University

This workshop will use discussion and small group exercises to provide the Ombuds practitioner with knowledge and skills to assess how the visitor’s spiritual, religious, or non-religious spiritual perspectives may be integrated in the Ombuds’ helping process of information gathering, assessment and problem solving.



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4. Promoting Responsible Bystander Actions Level: IntermediateSector: AllSpeakers: Tom Sebok, Director Ombuds Office, University of Colorado Boulder; Mary Rowe, Ombudsman, MIT; Loraleigh Keashly, Associate Professor, Wayne State University; Jessica Kuchta-Miller, Associate Ombudsman, University of Colorado Boulder

Participants in this highly interactive workshop will receive written materials about our current understanding of bystander behavior, the potential impact of bystanders on workplace behavior and building bystander effectiveness. Taking this information as a launch point, participants will engage in a highly interactive small group activity focused on reflective discussion of key questions. (Ombuds could take this activity home to use with groups in their own organizations.) Ombuds will also participate in Q and A about bystander behavior, and will discuss the implications for Ombuds in their role as “organizational change agent.”

5. Benchmarking: Using Data and Analysis to Compare Ombuds Operations in the Corporate SectorLevel: AdvancedSector: All Speaker: Jackie Osborne, Principal Ombuds Manager, Chevron Corporation

In 2014, Chevron, Baker Hughes, Mars Corporation and American Express jointly developed and took the initial steps to collect information and data that would allow us to benchmark current work and best practices with other companies. Come learn about this effort, what we discovered, and how we can expand the effort to include more organizations for 2015.

6. Systems Basics for OmbudsLevel: FundamentalSector: AllSpeakers: Jan Morse, Ombudsman and Director, University of Minnesota; Howard Gadlin, Ombudsman, National Institutes of Health; Wendell Jones, IOA Ombudsman Distinguished Emeritus

Use models and methods to see, understand, and engage all aspects of your institution as a complex, dynamic, and highly interdependent organization. Understand how the role of the Organizational Ombuds is uniquely positioned to identify broad trends and strategies for intervention. This interactive session will balance theory and practice with several simple and powerful tools.

CONCURRENT SESSIONS



Concurrent Session 2Monday, April 203:30 p.m. – 5:00 p.m.

7. Ombuds Don’t Dare Ask: Self-Advocacy and the Ombuds RoleLevel: IntermediateSector: AllSpeakers: Indumati Sen, Ombudsman, International Baccalaureate; Dawn Osborne-Adams, CO-OP

Participants will explore the complex space in which Ombuds must advocate within the organization for their own professional needs and interests, as well as those of the Ombuds program. The small group discussion format will provide practitioners with the opportunity to identify best practices for both real and hypothetical scenarios around issues such as negotiating compensation and benefits, career advancement, advocating for appropriate office space, and requesting budgetary and staffing increases.

8. What Would You Do? A Discussion of Practice Dilemmas for Ombudspersons Level: IntermediateSector: AllPanel of Presenters: Bob Hosea, Associate Ombudsman, American Red Cross; Dolores Gomez Moran, CO-OP, Ombudsman, Pan American Health Organization; Donna Douglass Williams, CO-OP, Director, Ombuds Program, MD Anderson Cancer Center; Melissa Connell, CO-OP, University of Colorado, Denver; Lynne Chaillat, EMEA Ombuds, McKinsey & Company; Ronnie Thomson, Corporate Ombudsman, Halliburton; Mary Beth Stevens, CO-OP, Ombudsman, Los Alamos National Laboratory

Designed as an interactive session for relatively new practitioners, this workshop presents participants with brief practice scenarios—most that potentially challenge one or more IOA ethical principles—and invites discussion on possible approaches in a format similar to the World Café method. Intended to give Ombudspersons in their early years of practice an opportunity to dialogue with more experienced practitioners on questions of practice, reflect on handling of “real-life” cases, as well as discuss other challenges since moving into the Ombuds role.

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9. Conflict Transformation in the WorkplaceLevel: FundamentalSector: AllSpeaker: Dawn Miller Sander, Senior Partner, Conflict Transformation Associates, LLC

It is estimated that three hours per week per employee is lost due to inter- and intra-department conflict. Conflict transformation tools and skills are the next generation steps to transforming workplace conflict. This dynamic presentation will outline these tools. You will learn how productivity, morale, and results improve when conflict is transformed for positive change. Why do businesses choose to transform conflict? • To inspire teams to generate improved results• To create a culture of accountability• To reduce overhead due to wasted time on conflict• To develop the confidence to choose the words to say in difficult conversations

10. Running and Expansion of a Global Ombuds Office Level: AdvancedSector: AllSpeakers: Devyani Singh, CO-OP, Field Ombuds (India), Eaton Corporation; Ilene Butensky, Vice President Ombuds Office, Eaton Corporation; Terry Boudreau, Field Ombuds (U.S.), Eaton Corporation; Sophia Qiao, Field Ombuds (China), Eaton Corporation; Gennette Tripari, Field Ombuds (Puerto Rico), Eaton Corporation

The Eaton Ombuds, handling cases from across the globe, will share their experiences on what it takes to “Grow and Expand an Ombuds Program.” Introduced to a small business group in the U.S. for about 10,000 employees, this program expanded over a period of 12 years, to 30 countries across five continents to cover 900,000 employees to handle cases from global constituents in 18 different languages.

11. When Conflict is Good!Level: FundamentalSector: AllSpeaker: Mindy Eaves, Ombudsman and Professor, Jefferson County Public Schools & Spalding University

Everyone must accept that conflict is inevitable, natural and GOOD! Learn to reframe your approach to conflict to ensure positive outcomes. Learn to identify communication pitfalls that deteriorate working relationships and environments. Learn to diffuse and transform dysfunctional conflict into a healthy, meaningful and productive discussion.

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12. Working with the Whole Person: Verbal and Non-Verbal Techniques for Working with Visitors Level: FundamentalSector: AllSpeakers: Kirsi Aulin, Campus Ombuds and Director, University of California, Santa Barbara; Caroline Adams, Associate Ombudsman, University of California, Santa Barbara

Two Ombuds – one a therapist, the other an attorney – will guide participants through exercises of verbal and non-verbal interview techniques. You will be exposed to two distinct styles which are both effective, and this is very helpful as you develop your own Ombuds style. Participants are requested to come prepared with some current personal issues they feel comfortable discussing during the exercises with other session participants.

Concurrent Session 3Tuesday, April 211:00 p.m. – 2:30 p.m.

13. Applying Psychological Acronyms in Ombuds: Theoretical & Research Based Interventions Level: IntermediateSector: AllSpeaker: Brittany Linton, Student Ombudsperson, University of Texas at Austin

Crucial Ombuds tools involve active listening and problem solving strategies, which closely align with core principles of common psychological interventions. This interactive session offers the opportunity for both new and established Ombuds to enhance this particular skillset with visitors to elicit improved understandings of the visitor’s motivations and desires for change and actions. Attendees will learn the premise and briefly practice specific skills from three psychological intervention strategies: Motivational Interviewing (MI), Solution Focused Therapy (SFT), and Acceptance and Commitment Therapy (ACT).

CONCURRENT SESSIONS

Tuesday, April 2110:45 a.m. – Noon

IOA Annual Business Meeting (IOA Members Only)We encourage all IOA members to attend the Annual Business Meeting. An agenda will be distributed at the time of the meeting. Topics will include approval of the minutes of the 2014 Annual Meeting, reports from the President and Treasurer, and an overview of the process for developing the Association’s next five-year strategic plan.

In accordance with Section 3.3 of the IOA Bylaws, official notice will be forthcoming.

“Notice. A written or printed notice of any Annual or special meeting of the Members, stating the place, day, hour, and purposes thereof, shall be given to each Member by the Secretary or Assistant Secretary or such other person authorized by these Bylaws to call a meeting, at least ten (10) days before and no more than sixty (60) days before, the date of the meeting by leaving such notice with the Member.”)



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14. Participating in Meetings and on Committees Level: IntermediateSector: AllSpeakers: Andrew Larratt-Smith, Ombuds, University of California, Riverside; John Armijo, Interim Ombuds Director, University of California, San Diego; Dawn Osborne-Adams, CO-OP

Ombuds have many opportunities to participate in meetings and serve on committees, but how should they choose which meetings to attend? And how should they participate in a meeting in a way that enhances and empowers the Ombudsman role without undermining independence or impartiality? This interactive workshop strives to push beyond the current “ex officio” model to provide Ombuds with a richer conceptual framework for analyzing when and how to participate in meetings

15. Growing Pains: Sustainable Growth and Development of the Ombudsman’s Office Level: IntermediateSector: AllSpeakers: Cindy Foster, Vice President and Ombudsman, Financial Industry Regulatory Authority; Jasmine Abraham, Associate Director, Financial Industry Regulatory Authority

After establishing an Ombudsman’s office from the ground up, where do you go next? How do you evolve as the needs of the organization changes, avoid stagnation, and consistently demonstrate value? Session leaders will discuss strategies for building a sustainable Ombudsman practice, as well as facilitate a discussion on identifying innovative ways to build trust externally and internally; maximize organizational impact; and overcome challenges, such as budget constraints and skepticism among management.

16. Coaching Leaders and Executives When the Going Gets Rough Level: IntermediateSector: AllSpeaker: Samantha Levine-Finley, Deputy Ombudsman, American Red Cross

This session will present a style of coaching that fits within the tenets of Ombudsman practice, explore the structure of a coaching session, and offer the opportunity to practice the skills necessary to coach leaders through difficult issues. The session will also help participants think about their own “presence” to improve their coaching practice.

17. Awaken the Fire Within: Emotional State Management in ConflictLevel: FundamentalSpeaker: Reese Ramos, Corporate Ombuds, Sandia National Laboratories

Interpersonal conflict inevitably impacts individuals at an emotional level. This fun and interactive session will explore how Ombuds can manage their own emotional state so as to consistently perform at a peak level and how to help visitors develop their own skills necessary to effectively manage stress created during conflict.

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18. Perception of the Ombudsman Role in the Asia Pacific RegionLevel: FundamentalSector: AllSpeakers: Nicholas Diehl, Ombudsman, Asian Development Bank; Indumati Sen, Ombudsman, International Baccalaureate; Gigi Alejandro, Ombudsperson Program Officer, Asian Development Bank; Sophia Qiao, Asia Pacific Ombuds, Eaton Corporation; David Miller, Ombudsman, The Global Fund to Fight AIDS, Tuberculosis, and Malaria

This panel session will explore some of the challenges and opportunities for Ombuds services in the Asia Pacific region. Panelists from a variety of organizations, locations, service coverage areas, and sectors will describe the genesis of their services in Asia; how the Organizational Ombudsman concept is being received; challenges to practices; the role of Standards of Practice; their perspectives on balancing the needs of their function and the environment they work in; and successes.

Concurrent Session 3Tuesday, April 213:00 p.m. – 4:30 p.m.

19. Thinking Theoretically: A Step to Doing Research on Ombuds PracticesLevel: IntermediateSector: AllSpeaker: Shereen Bingham, Professor and Ombudsperson, University of Nebraska at Omaha

Participants in this session will identify the key challenges and conundrums of the Ombuds profession that need to be elucidated, and will learn to generate theoretically grounded questions that can be used to address them through research. The session will capitalize on the practical utility of theories to spur our creativity and insight regarding Ombuds best practices, and will offer a springboard for conducting research that will be useful to our visitors, organizations and profession.

20. OM-budsing: Mindful Ombuds Practice through Buddhist TeachingsLevel: FundamentalSector: AllSpeaker: Caitlan Hendrickson, Director of Conflict Resolution Services, University of Oregon

The word Buddhi means “to wake up,” and as conflict resolution practitioners we often find ourselves witnessing participants “waking up” as a result of engaging in a conflict resolution experience or process. In this engaging workshop blending philosophy with practical tools, we will explore how Buddhist teachings can correspond with, inspire, and enrich our work.

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21. The Psychology of Conflict and “Crucial Conversations” Level: FundamentalSector: AllSpeakers: Caroline Adams, Associate Ombuds, University of California, Santa Barbara; Kirsi Aulin, CO-OP, Campus Ombuds and Director University of California, Santa Barbara

We will explore psychological principles of conflict and a specific method to manage conflict. We will discuss how Ombuds can use the Crucial Conversations method with individual visitors or to train a community. The principles put into action by this method are grounded in current research. We will discuss the work of several experts, and how their work is applied in this method. Participants will get a taste of the training and discuss options for implementation.

22. Restorative Justice Circles: An Interactive Demonstration Level: Intermediate/AdvancedSector: AllSpeakers: Justice Janine Geske, Distinguished Professor of Law (ret.), Marquette University Law School; Kerry Egdorf, Ombuds, Marquette University

This session will be an interactive demonstration for Organizational Ombuds on how to take a diverse group of people with different opinions and experiences and incorporate those viewpoints into a circle process that encourages everyone to deeply listen to each other. Through a case study with role play, participants will see how to use facilitated dialogue to build understanding and hope for people who find themselves in conflict.

23. Intentional Evolution of an Ombudsman Program Level: IntermediateSector: Academic, Corporate, InternationalSpeakers: Peter Bonne Eriksen, Corporate Ombudsman, Novo Nordisk A/S; John Zinsser, Co-Founder and Principal, Pacifica Human Communications, LLC

Quality Ombuds programs, while maintaining the essential characteristics, must consciously evolve in order to be relevant. Novo Nordisk’s Ombudsman Program is a valued, neutral resource supporting the desired culture. An external review of its alignment, embedment, and integration led to considered adjustments of the program’s structure and practice. Discussion will include the role national and organizational culture play in program structure and function, as well as how a program reinforces intended organizational values.

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24. Beyond the Frontiers of Harassment Intervention Level: IntermediateSector: AllSpeakers: Doris Campos-Infantino, Ombudsperson, Inter-American Development Bank; Howard Gadlin, Ombudsman, National Institutes of Health

A major shortcoming of the typically individualistic approach to addressing harassment cases is lack of attention to alleged aggressors and the impact on the workplace, the target, and aggressor. This session will discuss a systemic approach to working with harassment cases, including working with alleged harassers to “rehabilitate” from whatever their contributions were to the situation; recovering from any of their own sense of victimization; learning from the experience; restoring relationships; and helping staff of the affected workplace recover from any trauma.

Concurrent Session 5Wednesday, April 221:00 p.m. – 2:30 p.m.

25. Examining the Potential for Restorative Questioning in Ombuds Practice Level: FundamentalSector: AcademicSpeakers: Shannon Burton, Assistant Ombudsperson, Michigan State University; Kim Fulbright, Associate Ombudsman, University of Cincinnati

Through lecture format, this session will help Ombuds understand the history and theory behind restorative practices, as well as how one might apply restorative questioning to their practice in order to respond to an issue in a manner that helps to heal both author and the recipient, as well as the broader community. Through attending, Ombuds gain skills to help them use restorative practices and learn how their office might partner with restorative justice programs/offices at their institutions.

26. Seeing Conflict Through the Lens of Human Movement Level: IntermediateSector: AllSpeaker: Katherine Greenwood, Ombuds, University of Colorado, Denver

Have Ombuds left the body out of conflict situations? Can movement patterns be analyzed to give Ombuds greater insight into the psychology of the visitors? Join us in an active and playful presentation where we will explore eight basic movement patterns and learn about their basic components of Weight, Space and Time. Following this, we will explore the use of mirroring and modulating the eight moves: Float, Glide, Wring, Flick, Punch, Slash, Dab and Press.

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27. Working with High Conflict People Level: FundamentalSector: AllSpeaker: Kevin Coonrod, Ombudsman, Auburn University

High Conflict Persons are typically all-or-nothing, defensive people who blame others for their failure to achieve positive results. They are unable to see themselves as accountable for those failures, and can be extremely difficult to work with. Many have traits similar to persons with narcissistic, histrionic or anti-social personalities. The purpose of this seminar is to help people identify those traits and then communicate with the High Conflict Person without escalating or continuing that person’s disruptive behavior.

28. Responding to Problems Relating to Sexual Misconduct on Campus Level: IntermediateSector: Academic, Corporate, Non-Governmental OrganizationSpeakers: Howard Gadlin, Ombudsman, National Institutes of Health; Marcia Martinez-Helfman, Associate Ombuds, University of Pennsylvania; Andrew Larratt-Smith, University Ombudsman, University of California, Riverside; Karen Connolly, Attorney, Surman Law Group

Sexual misconduct on college and university campuses, and responses to this issue, have garnered widespread and critical scrutiny in recent years. The January 2014 White House Council on Women and Girls report entitled “Rape and Sexual Assault: A Renewed Call to Action,” states that “1 in 5 women has been sexually assaulted while in college.” Yet, these incidents continue to be significantly unreported. This session explores how the Organizational Ombuds can serve as a confidential resource for alleged victims, the accused, and other involved parties. Additionally, it examines the potential impact of regulatory developments on the efficacy of Organizational Ombuds programs.

29. Integrating into Your Organization and Adding Value: Organizational Ombuds Office and its Impact on a Corporation’s Social Responsibility ProgramLevel: FundamentalSector: AllSpeakers: Bonnie Bonnivier, Ombuds, Baker Hughes; Melanie Lewis, Principal Ombuds, Baker Hughes; Melinda Miner, Managing Corporate Ombudsman, Halliburton; Sean Banks, Director and Company Ombuds, Shell Oil Company; Jackie Osborne, Principal Ombuds Manager, Chevron Corporation

The panel (four participants from four corporations: two oil and gas producers, two oilfield service providers) will discuss how their offices align with their organizations’ corporate social responsibility (CSR) programs, and how such a concept might be useful in advancing the establishment of Organizational Ombuds offices in other corporations, both in the oil and gas industry and beyond. This is intended to be an interactive session, where other Ombuds offices can contribute how their program has contributed to their organization’s CSR efforts, and the benefits perceived by their leadership.

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30. Elevating Individual Issues to Policy Concerns Level: IntermediateSector: AllSpeakers: Sarah Klaper, University Ombudsperson, Northern Illinois University

Through this interactive, hands-on session, participants will be empowered to both recognize when an individual issue rises to the level of a policy concern, and to use case studies and practical techniques to practice raising those concerns pursuant to Standards of Practice 2.2.

Concurrent Session 6Wednesday, April 223:00 p.m. – 4:30 p.m.

31. Does Positivity Really Matter? Making the Case for the Positive Ombuds Level: FundamentalSector: AllSpeakers: Vikram Kapoor, ADR Attorney Advisor, Federal Government; Andrew Larratt-Smith, Ombuds, University of California Riverside; Tom Kosakowski, Associate Director and Ombudsperson for the Center for Health Sciences, University of California, Los Angeles; Willem Kweens, Ombudsman, Mars, Inc.

This interactive session explores the value of positive psychology to the Organizational Ombuds. Panelists will give a broad overview of how the study of happiness and well-being might help Ombuds address old issues in novel ways. This session will include a brainstorming session in small groups.

32. The Dynamic Listener — Being Wise Beyond Your EarsLevel: FundamentalSector: AllSpeaker: Rick Anderson, President, Rick Anderson Consulting, Ltd.

Being able to effectively listen, both to visitors and to other parties in your organization, is a skill that is critical to success in the Ombuds practice. Through discussion, demonstration and sharing, participants will have the opportunity to practice effective listening skills and perhaps gain some new skills. The session will be led by a seasoned facilitator experienced in mediation, negotiation, and Ombuds practices to help draw off real life experiences in active listening.

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33. Surfacing and Engaging Issues of IdentityLevel: Intermediate and AdvancedSector: AllSpeakers: David Michael, Deputy Ombudsman, National Institutes of Health; Linda Brothers, Associate Ombudsman, National Institutes of Health

In conflict, one’s identity — or sense of self — may have been wounded. The challenge to an individual’s self-concept is an important dimension of conflict, yet it often remains unspoken or unrecognized. In this interactive workshop we will use case studies and personal reflection to explore visitors’ stories of conflict and identity in crisis. We will discuss how identity issues often present themselves in Ombuds work so as to increase practitioner awareness and offer strategies to facilitate resolution of identity-based concerns.

34. Annual Report: Presenting Your Annual Report to Administrators and FacultyLevel: FundamentalSector: AllSpeakers: Karey Barnes, Director of Judicial Affairs, South Texas College; Paul Hernandez, Dean of Student Support Services, South Texas College; Maria Alonso, Coordinator of Judicial Affairs and Ombudsperson

This presentation for Ombudsman working in an educational setting, who are new or at an intermediate level that are looking for tips and strategies for presenting their annual data to executive and administrative staff. This presentation will help to build a presentation and reporting format that will showcase the value of your office.

35. Dealing with Difficult Behaviors, Clients, Staff or AdministrationLevel: IntermediateSector: All (excludes Academic)Speakers: Cindy Englert, Ombuds Program Coordinator, Centralina Area Agency on Aging; Hillary Kaylor, Regional Ombudsman, Centralina Area Agency on Aging

Dealing with difficult behaviors can be a challenge, no matter who is considered difficult. This session will address ways to deal with difficult residents, clients, staff or corporate administrators. You will learn valuable skills to help you understand what drives the behavior and tools to help the Ombudsman deal with the situation and not the behavior.

CONCURRENT SESSIONS

Bookstore at the ConferenceAs in previous years, IOA will be welcoming a local bookstore with an onsite booth to sell books covering the following subjects: Mediation, Negotiation, Alternative Dispute Resolution, Conflict Resolution and more. Stop by to pick up a copy of the latest literature in the field.



NETWORKING AND SOCIAL OPPORTUNITIESSunday, April 195:30 p.m. – 6:00 p.m.Welcome Reception for Ombuds New to the Profession and First-Time Attendees

6:00 p.m. – 7:00 p.m.Welcome Reception for All Attendees (cash bar)Join us for light refreshments and networking in a place where colleagues know what you do for a living and understand you; a place where they want to hear how you handled a situation; a place where you can ask their opinion. You will be able to catch up with old friends, make new friends, share stories, and discuss the conference sessions you plan to attend. Light refreshments will be served, including coffee, tea, and soft drinks. A cash bar will be available.

Monday, April 206:00 a.m. – 7:00 a.m.: Monday, Tuesday and WednesdayYogaIOA’s Annual Conference is geared towards exercising the mind, but we also want to help exercise bodies! We are offering a limited number of spots in a yoga class that will be offered each morning. If you are interested, please add yoga as a session in your conference registration or sign up at the conference registration desk. There is a $10 fee per day for the yoga classes and each participant must complete a waiver. Classes will be held from 6:00 a.m. – 7:00 a.m. Monday, Tuesday and Wednesday.

6:00 a.m. – 7:00 a.m.: Monday, Tuesday and WednesdayFun Run/Walk Around AtlantaRunners and walkers! Join your running/walking colleagues for a morning exploration of the town together. Join us for daily runs/walks while at the conference. Sign up on site at the conference registration desk. Meet at the registration desk Monday, Tuesday and Wednesday mornings at 6:00 a.m. Maps will be provided at the conference registration desk for several different distances.

Noon –1:30 p.m.Volunteer Recognition Luncheon for All Conference AttendeesEach year, IOA volunteers give their time and tireless effort to help our association advance and achieve its goals. Let’s join together during this fun-filled, memorable luncheon to recognize their hard work of thank them for their contribution over the past year.



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Monday, April 20 (cont.)IOA 10th Anniversary Celebration at The World of Coca-Cola at Pemberton Place®

Help IOA celebrate its 10th anniversary at The World of Coca-Cola at Pemberton Place® where you will have the opportunity to explore the unique and interactive exhibits in this world-class museum. Cost is $35 and includes hors d’oeuvres, complimentary beer/wine and Coca-Cola beverages. You may add this networking event to your conference registration as a session. Learn more about The World of Coca-Cola at Pemberton Place® online. Attendees must register for this event in advance. On-site registration will not be available. Event limited to 200 attendees.

Tuesday, April 2110:00 a.m. – 10:45 a.m.Sector Networking BreakThis break offers attendees a unique opportunity to connect and network with other members of their professional sectors. Each sector will be assigned a specific meeting room equipped with note-taking tools.• Use this time to discuss issues or topics pertinent to the participants.• Capture any questions or ideas the sectors wish to pose to the IOA Board of Directors or

IOA Committees. Specify the intended recipient for a particular question as well as contactinformation for the response.

• At the conclusion of the break, a member of the Conference Planning Committee will collectand deliver all questions to the appropriate person or group.

Noon – 1:00 p.m.Lunch for Ombuds New to the Profession & First-Time AttendeesWelcome to IOA! You are invited to join representatives from the Membership Committee, Mentoring Program and some of our “seasoned” colleagues to learn more about the IOA Membership Benefits, the Mentoring Program, and to network with other new Ombudsman Practitioners to discuss issues and challenges you have experienced or anticipate in your new role. IOA wants to make your transition to the profession a positive experience. We are here to help and look forward to the opportunity to meet you at this informal luncheon and answer any questions you may have. RSVP required to reserve space — see conference registration form.

NETWORKING AND SOCIAL OPPORTUNITIES

The World of Coca-Cola at Pemberton Place®

http://www.worldofcoca-cola.com


International Ombudsman Association • 10th Annual Conference

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www.ombudsassociation.org

2015 PROFESSIONAL DEVELOPMENT HOURSProfessional Development Hours (PDH) for CO-OP® RecertificationFor Certified Organizational Ombudsman Practitioners®: Remember that 60 Professional Development Hours (PDHs) are required for recertification. Continued use of the CO-OP® credential requires recertification every four years. Recertification demonstrates that the practitioner has kept abreast of developments in the field and has maintained a level of professional knowledge consistent with status as a certified practitioner. Each of the sessions at this year’s conference has been reviewed by the Recertification Committee, approved under one or more of the content domains and assigned a number of PDHs. Please remember to pick up your Professional Development Hours tracking sheet at the Board of Certification table. For additional information concerning Recertification and activities eligible for PDHs, visit the IOA website.

Professional Development CoursesFoundations of Organizational Ombudsman Practice: 24

Specialty WorkshopsFull Day Course: 8.0AM Half Day Course: 3.5PM Half Day Course: 3.5

General ConferenceGeneral Conference, Day 1, 5.0General Conference, Day 2, 5.0General Conference, Day 3, 6.0

Conference PDHs are estimated based on 2014 hours. Actual hours for 2015 may vary pending Certification Committee approval.

The Continental Divide out west gets all the love, but

Atlanta is home to the Eastern Continental Divide,

which separates water draining into the Gulf of

Mexico and the Atlantic.



http://www.ombudsassociation.org


International Ombudsman Association • 10th Annual Conference

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www.ombudsassociation.org

GENERAL INFORMATION & POLICIESDressDress for the entire conference is business casual.

Cancellation/Refund PolicyNotice of cancellation must be in writing via email. Cancellation by telephone is not allowed. To cancel via email, send the cancellation notice to: [email protected]. If you must cancel your registration, you are encouraged to send a substitute to take your place. Please contact the office and notify us of the change so we can arrange for a name badge. If you cannot find a substitute to take your place, please refer to the following cancellation policy:

10 business days prior to the event — 100% refund5-9 business days prior to the event — 50% refund0-4 business days prior to the event — No refund

Subject to Change or Cancellation: All Professional Development and Courses and Specialty Workshops are subject to change and/or cancellation. We ask that you do not make your hotel reservations or travel plans until you have received a confirmation from the office that you are registered for the course. If you do not receive a confirmation either in the mail or via email please contact the administrative office to check the status of your registration. If pre-registration attendance is below half of the maximum attendance, instructors may cancel the course.

International Attendees — Visa InformationIf you are planning to attend the Conference and you require a visa for entrance into the United States, please be advised that the processing time to secure a visa has substantially increased due to security issues. Consulates in some countries are now taking several months to process visa applications. Please consider this and allow enough time for visa processing. Please see the notice from the U.S. Department of State Bureau of Consular Affairs.

Session AbstractsIn an effort to keep conference costs reasonable for all attendees, printing costs are being minimized by condensing the final printed program book. In the past, session abstracts have been included in both the registration brochure and final program book distributed at the conference. This year all conference attendees are asked to please bring this registration brochure to refer to session abstracts while at the conference as full sessions descriptions will not be included in the program book. Full descriptions will be available online. Although you may use the registration brochure for reference for session abstracts, please be aware that there may be schedule changes between the time the registration brochure is printed and the actual conference. The program book distributed at the conference will contain the final schedule. Moderators of each session will help match number of attendees to seating and space available for each presentation format. We apologize that these limitations may not allow everyone to attend every session desired, however we believe it facilitates a more effective presentation and learning environment. We appreciate your understanding and patience in honoring these limitations.

http://travel.state.gov/visa/visa_1750.html



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Speaker PresentationsSince you can’t possibly attend all the wonderful programs we have planned for the Annual Conference, included in the cost of your registration will be access to the speaker presentations that are submitted to the IOA Office. All available speaker presentations will be posted online prior to the conference for registered/paid attendees to access. These will include keynote, plenary and concurrent sessions only, and not pre-conference courses.

Note: Speakers are asked to submit their presentations no later than one week in advance of the start of the meeting. Therefore, only speakers who have not supplied their presentations will be asked to supply photocopies of their presentations onsite. Presentations will be available to registered/paid attendees by logging in to the IOA website. Attendees will be reminded via email to download presentations. IOA will highlight any new presentations that have been added. By giving attendees access to presentations prior to the conference you will have a chance to review materials and get acquainted with the sessions you plan to attend.

TerminologyAlthough “Ombudsman” is used throughout this brochure, the term Ombudsman is used to communicate to the widest possible community and is not intended to discourage others from using alternatives. IOA respectfully acknowledges that many practitioners use alternative forms of this word.

Ethics and Standards of PracticeThe Organizational Ombudsman is mindful of the Standards of Practice, and the element of the IOA Code of Ethics, which states: An Ombudsman should not use the names of individuals or mention their employers without express permission. The Ombudsman, as a designated neutral, has the responsibility of maintaining strict confidentiality concerning matters that are brought to his/her attention unless given permission to do otherwise. The Ombudsman holds all communications with those seeking assistance in strict confidence except in the presence of an imminent threat of serious harm. We hold these principles to be essential in all professional discussions including those at the conference.

Consent to Receive Communications from IOARegistering/attending this event constitutes consent for the International Ombudsman Association to communicate with you via fax, email, mail, text messaging, instant messaging, and social media to make you aware of products and services. Consent to Use of Photographic ImagesRegistration and attendance at, or participation in, the International Ombudsman Association’s Annual Conference, and other activities constitutes an agreement by the registrant to IOA’s use and distribution (both now and in the future) of the registrant or attendee’s image or voice in photographs, videotapes, electronic reproductions and audiotapes of such events and activities.

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DisclaimerWhile these programs are designed to provide accurate information regarding the subject matter covered, the views, opinions and recommendations expressed are those of the authors and speakers, not the Association. By producing publications and allowing sponsorship of this event, the Association does not guarantee the accuracy of the information disseminated and is not engaged in rendering professional advice; if such advice is desired, you should seek the services of a competent professional.

Antitrust ComplianceIt is the undeviating policy of IOA to comply strictly with the letter and spirit of all federal, state, and applicable international trade regulations and antitrust laws. Any activities of IOA or IOA-related actions of its officers, Executive Committee members, or members that violate these regulations and laws are detrimental to the interests of IOA and are unequivocally contrary to IOA policy.

Intellectual Property RightsAll content on the IOA website, such as presentations, algorithms, program code, text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software, is the property of the speaker or its suppliers and is not to be used for personal gain, publication, and cannot be used without referencing the speaker and the source of the information. As property of the speaker or its suppliers, it also cannot be used by others to obtain a patent or claim royalties.

Professional Development CoursesEarly registration is recommended as course participation is limited. Likewise, courses may be cancelled if course attendance falls below the designated threshold.

Foundations for Organizational Ombuds Practitioners:• Course Materials • Continental Breakfast, Morning and Afternoon Refreshment Breaks, Lunch

Certificates of Completion will be awarded for Professional Development Courses and only to those who attend the entire course. Please arrange your schedule accordingly.

Specialty WorkshopsEarly registration is recommended as course participation is limited. Likewise, courses may be cancelled if course attendance falls below the designated threshold.

Included in TWO half-day (one AM and one PM) course registrations:• Course Materials • Continental Breakfast, Morning and Afternoon Refreshment Breaks, Lunch

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Included in ONE morning half-day course registration:• Course Materials • Continental Breakfast, Morning Refreshment Break

Included in ONE afternoon half-day course registration:• Course Materials • Afternoon Refreshment Break

Certificates of Completion will be awarded for Specialty Workshops and only to those who attend the entire course. Please arrange your schedule accordingly.

General ConferenceFull Conference Fees include:Continental breakfast, lunch and refreshment breaks from Monday through Wednesday; access to the Sunday evening Welcome Reception; access to all Keynote, Plenary/General, and Concurrent Sessions offered throughout the conference; access to all available speaker presentations posted online prior, during and after the conference (preregistered/paid attendees only).

One-Day Conference Fees include:Continental breakfast, morning and afternoon coffee breaks, lunch, and all Keynote, Plenary/General and Concurrent Sessions on the day of choice; access to all available speaker presentations posted online prior, during and after the conference (preregistered/paid attendees only).

StudentsYou must be a full time student to be eligible for a student rate.

Group Registration DiscountGroup registrations require four (4) or more attendees from the same organization/company and affiliation to register for the Annual Conference (excluding Professional Development and Pre-Conference Courses). If four (4) or more attendees from the same organization/company or affiliation register, registrants who are IOA members each will receive a $25 discount off of the member pricing. Non-IOA members each will receive the member rate.

In order to take advantage of this opportunity, you must fill out and fax or mail the Registration Forms and select the check box under “Group Registration.”

Online group registration is not available. Please send in all four (4) registration forms together via fax or mail to ensure group fee discount.

Certificates of Completion are NOT issued for the general conference.

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HOTEL & TRAVEL INFORMATIONAll educational sessions will take place at the Sheraton Atlanta Hotel.

Sheraton Atlanta Hotel165 Courtland Street NEAtlanta, GA 30303Phone: +1-404-659-6500Toll Free: +1-800-833-8624Fax: +1-404-681-5306

The IOA negotiated room rates are:$159 for single/double occupancy $169 for triple occupancy$179 for quad occupancy

Rooms and rates are based on availability and subject to state and local fees/taxes. These rates will be available to attendees, based on availability, though March 25, 2015.

Reserve a room at the discounted rate online or call the Sheraton Atlanta Hotel at +1-404-659-6500 or +1-800-833-8624 and mention you are part of the International Ombudsman Association conference.

If you qualify for the government rate, you may make a reservation online in the IOA government rate room block. The IOA negotiated government rate is $133 per night. Rooms and rates are based on availability and subject to state and local fees/taxes. Government rate rooms are very limited — make your reservation early!

A credit card guarantee is required to hold your reservation. The hotel will charge the equivalent of one night’s room and tax if cancellation notice is not provided to the hotel by 6:00 p.m. (EST) on the day of your scheduled arrival. Hotel check-in is 4:00 p.m., and check-out is Noon. Reservations must be made no later than Wednesday, March 25, 2015. After the cut-off date, discounted rates may not apply.

About the Sheraton Atlanta HotelFitness CenterAccess to the fitness Center in the Sheraton Atlanta is complimentary for all IOA guests. Stay in shape while you’re on the road!

InternetComplimentary Internet is available in all guest rooms for all IOA attendees. Internet is not available in the meeting space.

https://www.starwoodmeeting.com/events/start.action?id=1306212459&key=7CD3B

https://www.starwoodmeeting.com/events/start.action?id=1410097840&key=21D45677



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Getting to Sheraton Atlanta Hotel – Via Hartsfield-Jackson InternationalThe Sheraton Atlanta is approximately 8 miles (20 minutes) from the airport. Taxi fare is readily available at Hartsfield-Jackson Airport and is approximately $30 USD (each-way) to the hotel. Downtown Airport by Shuttle Express is available for approximately $16.50 USD (one way) or $29 (roundtrip), advanced reservations are required; call +1-404-941-3440. MARTA (Metropolitan Rapid Transit Authority) is also available for $2.50 USD, each way. The hotel is closest to the Peachtree Center Station, Stop #N1. Guests should take the north exit and turn left onto Andrew Young International Boulevard. The hotel is two blocks ahead on the right.

Car RentalAvis is the official car rental service for the IOA meeting. Avis agents can provide the best available rates for your car needs during your stay in Atlanta. Make online reservations or call +1-800-331-1600 and indicate Avis IOA Worldwide Discount Number J626058 to receive special pricing.

ParkingSelf and valet parking are offered in both covered and uncovered parking areas. Guests must use their hotel key cards for in and out privileges. Additionally, an electronic vehicle charging station is located within the valet area. Bicycle parking is not available.

Self-Parking Valet Parking0-3 hours: $14 USD 0-3 hours: $18 USD4-8 hours: $16 USD 4-8 hours: $24 USD9-24 hours: $ 22 USD 9-24 hours: $ 29 USD

Letter of InvitationPlease contact Chris Viglione at IOA headquarters to request a letter of invitation to the IOA 10th Annual Conference.

Attire and ClimateAtlanta’s average high temperature in April is characterized by rising daily high temperatures, with daily highs increasing from 69°- 76° Fahrenheit (20°- 24° Celsius). Daily low temperatures range from 48°- 56° Fahrenheit (9°- 13° Celsius). Attire for the conference is business casual. Because meeting room temperatures fluctuate and personal preferences are varied, attendees may wish to layer their clothing, and bring a sweater or jacket.

HOTEL & TRAVEL INFORMATION

http://www.avis.com/car-rental/html/meetings/go2.html?AWD=J626058&NAME=IOA+2015+Annual+Meeting&FDATE=08172015&TDATE=20150818&LOCATION2=&LOCATION1=Atlanta,+GA&ARCIATA=&EVENT=0&AA=0

mailto:[email protected]

Name

Organization

Address City State Province / Postal Code Country

Work Phone Email

Emergency Contact Name / Phone

❒ First Time Attendee ❒ Check here if you do NOT want to be included on registration lists

❒ New Contact Information: Check here if you would like us to update your record in the IOA database with the contact information listed above.

On or Before March 3, 2015

After March 3and Onsite

10th Annual ConferenceApril 19 – 22, 2015 Specialty Workshops and Professional Development Courses April 17– 19, 2015 Sheraton Atlanta Hotel, Atlanta, Georgia

REGISTRATION FORM

Professional Development Course❒ Foundations of Organizational Ombudsman Practice — Member $1,695 $1,795❒ Foundations of Organizational Ombudsman Practice — Nonmember $1,795 $1,895

Specialty Workshops: April 19Select your registration type below, then select the name of the workshop(s) you will be attending.❒ 1 Full Day Workshop (FD) or 2 Half Day Workshops (1 AM and 1 PM) – Member $400 $450 ❒ 1 Full Day Workshop (FD) or 2 Half Day Workshops (1 AM and 1 PM) – Nonmember $450 $500❒ 1 Half Day Workshop – Member $200 $225❒ 1 Half Day Workshop – Nonmember $225 $250

Workshop Names❒ FD1: Understanding and Managing High Conflict Personalities❒ AM1: SALSA — The Dance of a Dialogue❒ AM2: Improvisation, Intuition and Spontaneity: A New Approach for the Ombuds Trainer

❒ PM1: Systems for Ombuds❒ PM2: An Ombuds Practitioners Guide to

Title IX and Clery Act Compliance

General Conference Fees: April 20 – 22❒ Full Registration – Member $545 $595❒ Full Registration – Nonmember $605 $655❒ Full Registration – Student* $305 $330❒ Full Registration – Retired Member $305 $330❒ Group Discount of 4 or more attendees from the same organization (fax or mail only) $25 Reduction off each individual

One Day Registration Select your registration type, then indicate the day that you will be attending.❒ One Day Registration – Member $335 $385❒ One Day Registration – Nonmember $355 $405❒ One Day Registration – Student* $125 $150❒ One Day Registration – Retired Member $125 $150 ❒ Monday ❒ Tuesday ❒ Wednesday*Student Registrations must be full time students at the time of registration

Special Package Pricing: April 17 – 22Register for the Professional Development Course and the Full Conference for a Discounted rate. There is no package pricing for Specialty Workshops and the Conference.❒ Foundations of Organizational Ombudsman Practice and Full Registration – Member $1,910 $2,060❒ Foundations of Organizational Ombudsman Practice and Full Registration – Nonmember $2,060 $2,210

Optional Events❒ Yoga ❒ Monday: $10 ❒ Tuesday: $10 ❒ Wednesday: $10 Total $___________ ❒ World of Coca-Cola 10th Anniversary Celebration Networking Event*** ____ (# of tickets) x $35 Total $___________❒ Individual Sponsorship Donation** Total $___________❒ New Member and First Time Attendee Lunch Complimentary **Individual sponsorship donations go directly to offset expenses of the Conference and allow attendees the opportunity to support our Association and profession.***This event is limited to 200 attendees. Deadline to register is April 8, 2015.

PAYMENT METHOD IOA Federal ID #5417854444Checks or money orders should be in United States funds, payable to the International Ombudsman Association.

Electronic funds transfers (EFTs) are NOT permitted.❒ AmEx ❒ MasterCard ❒ VISA or ❒ Check will be mailed

Credit Card #

Expiration Date

Card Holder’s Name

Signature

If you plan to pay by check, please FAX a copy of your registration form to the IOA Office (1-847-480-9282) and then mail a copy with your check.

Mail your registration to: IOA111 Deer Lake Road, Suite 100Deerfield, IL 60015 By registering for this conference, I acknowledge that my photograph may be taken at the event for purposes of documenting the meeting and that it may be used for informational articles or future promotions for this organization’s activities.

Attach any special needs or dietary requests to ensure the necessary arrangements can be made.

Pre-Registration Policy: to be considered pre-registered, your registration, changes or replacement must be received by April 8, 2015. After this date, you must register onsite. Caution: If you submit your registration form more than once, it may result in a duplicate charge on your credit card. Send your registration using only one method of payment. Faxed registration forms that do not contain credit card information do not qualify as an early paid registration.

Cancellation Policy: Notice of cancellation must be in writing via fax or email. Cancellation by telephone is not allowed. To cancel via email, send the cancellation notice to: [email protected]. To cancel by fax send to +1-847-480-9282.

If you must cancel your registration, you are encouraged to send a substitute to take your place. Please contact the office and notify us of the change so we can arrange for a replacement. If you cannot find a substitute to take your place, please refer to the following cancellation policy:

• 10 business days prior to the conference = 100% refund

• 5-9 business days prior to the conference = 50% refund

• 0-4 business days prior to the conference = No refund

FOR OFFICE USE ONLY

REGISTER TODAY!Attendees who submit registration

forms after April 8, 2015 may not be included on the published registration lists.

Total Registration Fee: $________________

Receive the discounted member rate! Apply for membership today at www.ombudsassociation.org. Applicants are entitled to the member rate.

april 19 – 22, 2015 - international ombudsman … · april 19 – 22, 2015 specialty workshops...

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