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Registration Brochure

11th Annual ConferenceApril 10 - 13, 2016

Professional Development Courses & Specialty Workshops

April 8 – 10, 2016

The Westin Seattle Seattle, Washington USA

Join the Conversation: Learn. Share. Grow. www.ombudsassociation.org#IOAseattle

Registration Brochure11th Annual Conference

www.ombudsassociation.org #IOAseattle2

Each year, the IOA annual conference plans an interactive and educational forum

to increase awareness, knowledge and skills in order to become more effective

catalysts for change within their organizations. We are pleased to bring you the

11th 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

A Message from the IOA Conference Planning Committee

Photo by: Howard Frisk



The International

Ombudsman Association

(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. IOA works

to support and promote

the profession through

strategic partnerships

and communication with

government agencies

and other professional

organizations, and

offers a full roster of

professional training and

education programs for

the practicing ombudsman

and those interested in

learning about the field.

The 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 Statement: IOA 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.



Schedule at a Glance

Additional registration is required for all Professional Development and Specialty Workshops.

Friday, April 8 PDH Credits

8:00 a.m. – 5:00 p.m. Foundations of Organizational Ombudsman Practice Day 1 24 (8 PDH/Day)

Saturday, April 9


Sunday, April 10


8:30 a.m. – 5:00 p.m. Full-Day Specialty Workshops

FD 1: Mental Health First Aid 7.0

Presented by Mary Beth Stevens

FD 2: Ombudsman Master Class 7.0

Presented by Howard Gadlin, Tom Sebok, Samantha Levine-Finley,

Kevin Jessar and Nicholas Diehl

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

AM 1: Success Signals: Using Your Communication 3.5

Style More Effectively

Presented by Julie Showers

AM 2: Tuning In: Building Listening Skills Through Improvisation 3.5

Presented by Adam Barak Kleinberger

1:30 p.m. – 5:00 p.m. Half-Day Specialty Workshops

PM 1: A Research Primer for Ombuds 3.5

Presented by Shannon Lynn Burton

PM 2: OM-budsing: Tools for Mindful Ombuds Practice 3.5

Presented by Caitlan Hendrickson and Cornelia Zelter

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 Conference Attendees

“To spend three days with three highly experienced ombuds

faculty and engaged ombuds peers raising the level

of my ombuds practice was worth it.

My network and skill level have truly expanded. “— Lynne Chaillat, McKinsey & Associates




Monday, April 11 PDH Credits

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

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

8:30 a.m. – 9:30 a.m. Mary Rowe Honorary Keynote Address: Reimagining the Role of the Organizational Ombuds Presented by Wayne Blair

9:30 a.m. – 10:30 a.m. Plenary: Over Fifty Years of Fairness: 1.0

A Canadian Perspective on Fairness Presented by Andrew Larratt-Smith, Shirley Nakata,

Nora Farrell, Tim Denison and Mary McFadyen

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 1

1. Effective Outreach: 1.5

A New Model for Delivering Training Effectively

Presented by Julie Showers and Jan Morse

2. How Prison Helped Prepare Me to Be an Ombuds 1.5

Presented by Tyler Smith

3. Opening an Ombuds Office From the Ground Up and 1.5

Beyond — The North Carolina State Faculty Ombuds Office

Presented by Roy Baroff

4. Title IX and the Role of the Ombudsman 1.5

Presented by Karey Barnes and Olga Moran

5. Yea, Nay, and Everything in Between: 1.5

Disparities Within the Academic Ombuds Field

Presented by Tessa Byer

6. Tough Cases 1.5

Presented by Francine Montemurro, Doris Campos-Infantino,

Thomas Zgambo and Howard Gadlin

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




Monday, April 11 (continued) PDH Credits


7. Friendly, Friend, or More? Ombudsperson 1.5

Relationships in the Workplace

Presented by Sarah Klaper

8. Happiness Interventions in the Workplace 1.5

Presented by Vikram Kapoor, Arthur Pearlstein and Daniel Ellenberg

9. “Wanna Be” an Ombudsperson? 0

Presented by Dawn Miller Sander and Laurelyn Irving

10. The Ombuds Wellness Workshop 1.5

Presented by Nancy Deering and Mindy Eaves

11. Ombuds United States Legal Update 1.5

Presented by Charles Howard and Caroline Adams

12. New Research on Ombuds Offices: Findings and Guidance 1.5

Presented by Timothy Hedeen, Joyce De-Graft Acquah and Mary Rowe




Tuesday, April 12 PDH Credits

7:30 a.m. – 8:30 a.m. Meeting of CO-OP® Certified Practitioners


8:30 a.m. – 9:45 a.m. Keynote Address: Paradoxes of Conflict: How We Think About Disputes and How It Gets in Our Way Presented by Bernie Mayer

9:45 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. Networking Lunch for All Conference Attendees/

Lunch for Ombudsmen New to the Profession and First Time Attendees

RSVP Required


13. Cultivating Conflict Resolution Competency: 1.5

Piloting Student Conflict Resolution Ambassador Programs

Presented by Katherine Greenwood and Lisa Nelson

14. Dare to Say Yes! Adding Value While Following Ethical Principles 1.5

Presented by Bonnie Bonnivier, Melanie Lewis, Arianna Gazis,

Josie Stiles and Michael Mayer

15. Outreach Initiatives of the ABA Ombuds Committee 1.5

Presented by Charles Howard, Caroline Adams,

Randy Williams and Jonathan Stier

16. Embracing Ombuds’ Side Effects: 1.5

Enhancing Outcomes With What You Have

Presented by Brittany Linton and Sean Banks

17. What Would You Do? Navigating Ethical Principle Dilemmas 1.5

Presented by Dolores Gomez-Moran, Lynn Chaillat, Melissa Connell,

Donna Douglas Williams, Mary Beth Stevens, Ronnie Thomson

and Shreya Trivedi

18. Paradoxes in Practice: A Clinic on the Paradoxical

Approach to Conflict Intervention

Presented by Bernie Mayer, Jan Morse, Jim Wohl, Howard Gadlin

and Jenna Brown





Tuesday, April 12 (continued) PDH Credits


19. Adding Circle Processes to Your Repertoire 1.5

Presented by Laurelyn Irving and Dawn Miller Sander

20. Going Viral: The Ombuds Office in a Virtual Society 1.5

Presented by Anamaris Cousins Price, Charmhee Kim and

Ronnie Thomson

21. Emotional Intelligence and Diversity: 1.5

Tools for Developing Inclusion and Engagement

Presented by Anita Rowe, Lee Gardenswartz, and Jorge Cherbosque

22. Ombuds as Researcher 1.5

Presented by Lisa Witzler, Shereen Bingham, Tyler Smith and

Jessica Kuchta-Miller

23. Wielding Discipline: Organizational Strength or Shortsighted Action? 1.5

Presented by David Michael and Karen Dean

24. Culture, Fairness and the Brain: 1.5

Model for Effective Conflict Engagement

Presented by Shirley Nakata


5:00 p.m. – 6:30 p.m. Pecha Kucha Cocktail Hour

Facilitated by Nicholas Diehl and Howard Gadlin

6:30 p.m. Dinner with Friends (attendees responsible for cost)

Wednesday, April 13 PDH Credits


8:30 a.m. – 9:45 a.m. Keynote Address: Conflict Resolution for Holy Beings: A Farewell Talk in Three Parts Presented by Howard Gadlin

9:45 a.m. – 10:30 a.m. Networking Break

10:30 a.m. – Noon Plenary: Un-debate: Exploring Our Guiding Principles Moderated by Doris Campos-Infantino;

Panelists: Kirsi Aulin, Lisa Witzler and Toni Robinson

Noon – 1:00 p.m. Networking Lunch for All Conference Attendees




Wednesday, April 13 (continued) PDH Credits


25. Claiming Our Seat at the Table by Going Beyond “Upward Feedback” 1.5

Presented by Wayne Blair

26. A Transgender Primer for the Ombuds 1.5

Presented by Michael Steinberg

27. Ombuds Data 2.0: Influencing Your Stakeholders 1.5

Presented by Jackie Osborne, Melanie Lewis, Mim Gaetano,

Tim Shore and Beatriz Dale

28. Finding Strength: Helping Foster Resiliency Amongst Visitors 1.5

Presented by Brittany Linton

29. Identifying and Meeting the Needs of Contingent Faculty 1.5

Presented by Eugene Moan

30. The Cowboy Ombudsman 1.5

Presented by Rick Anderson



31. Addressing Abrasive Behavior: A Systems Approach 1.5

Presented by Jan Morse

32. Emotional Intelligence: You Can’t Ombuds Without It! 1.5

Presented by Tom Ward and Susan Casino

33. Expanding the Impact of Your Ombuds Office 1.5

Presented by Tom Barnette, Eric Mayo, Nikolai Pankratiev

and Steven Cordery

34. Short and Sweet: Applying Solution-Focused Brief 1.5

Therapy to Ombuds Practice

Presented by Emma Williams

35. Dual Roles and Dueling Responsibilities: 1.5

The Faculty Member as Ombuds

Presented by Jim Wohl, Timothy Hedeen and Bruce Auerbach

36. The Rise in Bullying in the Context of Organizational Change 1.5

Presented by Fred Wright

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



Professional Development Course

Professional Development CourseFriday, April 8 - Sunday, April 10

IOA will be offering our most popular three-day professional development course prior to this

year’s annual conference. Additional registration is required. Take advantage of package pricing

to receive a $330 discount when you register for the annual conference and professional

development together.*

Foundations of Organizational Ombudsman Practice

8:00 a.m. – 5:00 p.m. April 8, 9, 10

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 ombuds 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 ombuds,

individuals interested in becoming an ombuds, or anyone

desiring to establish an ombuds function in industry,

government, higher education, and public or private

social services agencies.

This course applies to ombudsman programs in

organizational settings. It does not address some

features unique to classical or legislative ombudsman

programs.

* Course includes all materials, lunch, morning and afternoon breaks.

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

Prerequisites: None

Course Limit: 100 participants

Professional Development Hours: 24



Specialty Workshops

Sunday, April 10

Take advantage of an extra day of professional development before the conference begins!

Additional registration fee is required. Seating is limited. Full day courses include materials, morning and afternoon breaks.

Full-Day Courses

FD 1: Mental Health First Aid

Level: Fundamental

Faculty: Mary Beth Stevens, Ombudsman, Los Alamos National Laboratory

Just as CPR helps you assist an individual having a heart attack — even if you have no clinical

training — Mental Health First Aid helps you assist someone experiencing a mental health

related crisis. In this course, will you learn risk factors and warning signs for mental health and

addiction concerns, strategies for how to help someone in both crisis and non-crisis situations,

and where to turn for help.

FD 2: Ombudsman Master Class

Level: Advanced

Faculty: Howard Gadlin, Former Ombudsman, National Institutes of Health;

Tom Sebok, Fomer Director, Ombuds Office, University of Colorado, Boulder;

Samantha Levine-Finley, Deputy Ombudsman, American Red Cross;

Kevin Jessar, Corporate Ombudsman and Director of the Corporate Ombudsman

Office, American Red Cross;

Nicholas Diehl, Ombudsman, Asian Development Bank

The goal of this full-day course is to create an environment in which instructors can

demonstrate their techniques and styles as they role play cases. For each case there will be

time to discuss the ombudsman’s approach and to explore how instructors and participants

analyze the individual and systemic elements at play. Instructors work in the government,

academic, corporate and international sectors and will provide scenarios relevant to their

respective sectors and organizations.




Specialty Workshops

Sunday, April 10

Morning Half-Day Courses*

AM 1: Success Signals: Using Your Communication Style More Effectively

Level: Fundamental

Faculty: Julie Showers, Director, Office for Conflict Resolution, University of Minnesota

The Success Signals training program provides practical tools that help participants identify

and use their unique communication styles to enhance relationships, decrease conflicts and

increase productivity. This highly interactive training is both engaging and enjoyable, while

providing profound insight into one of the most common challenges in our workplaces:

humans who just don’t get along.

AM 2: Tuning In: Building Listening Skills Through Improvisation

Level: Fundamental

Faculty: Adam Barak Kleinberger, Associate Ombuds, Boston University

Learn how to really, truly listen. Listening is one of the fundamental skills used by ombuds and

conflict resolution professionals. All levels of ombuds will find it useful to attend this non-

traditional, participatory training session that uses improvisation to build the listening skills of

each attendee. Improvising, or “improv,” is creating something without prior preparation. Hear

your visitors with accuracy and heart. Process two speakers at once. Learn how to listen to

environmental factors to better serve your clients.

* Morning courses includes all materials and morning refreshment break.




Specialty Workshops

Sunday, April 10

Afternoon Half-Day Courses*

PM1: A Research Primer for Ombuds

Level: Fundamental

Faculty: Shannon Lynn Burton, Assistant Ombudsperson, Michigan State University

Many ombuds have “big questions” about their practice, but have not had the opportunity

to explore them in a meaningful space. In this session, practicing ombuds will have a

chance to explore an initial research question and consider methods for answering that

question. Through utilizing the critical friends process, ombuds will work together to create

a community of scholars to begin expanding their research knowledge base and design a

strategy for answering their question.

PM 2: OM-budsing: Tools for Mindful Ombuds Practice

Level: Advanced

Faculty: Caitlan Hendrickson, Ombuds Program Director, University of Arizona;

Cornelia Zelter, Senior Conflict Resolution Officer,

United Nations Ombudsman & Mediation Services

“When we are mindful, deeply in touch with the present moment, our understanding of what

is going on deepens.” ~ Thich Nhat Hanh. As ombuds practitioners, the deeper we understand

a visitor’s situation, the more effective we can be in assisting them. In this engaging workshop

blending theory and philosophy with practical tools, we will explore how mindfulness

teachings and practices can inspire and enrich our work.

* Afternoon courses include all materials and afternoon refreshment break.

Photo by: Tim Thompson



Keynote Speakers

Monday, April 11 8:30 a.m. – 9:30 a.m.

Topic: Mary Rowe Honorary Keynote Address:

Reimagining the Role of the Organizational Ombuds

Presenter: Wayne Blair, University Ombuds and Director,

University of North Carolina at Chapel Hill

This keynote address will critique an area in the ombuds profession that warrants discussion, debate and exploration. This keynote embodies the spirit of the significant contributions that Mary Rowe graciously and selflessly provided the organizational ombudsman profession and associations throughout her career.

Ours is a young profession that is evolving. Ombuds have to deal with changing cultures, people, issues and environments. We must adapt to this reality and the challenges it presents. The Standard of Practice and Code of Ethics provide the framework for who we are and how we practice. Rigid and static interpretations of these guiding principles may prevent us from making a more meaningful contribution to our organizations and may limit our satisfaction in our work.

Wayne Blair is the University Ombuds at the University of North Carolina at Chapel Hill. In

2005 he led the creation of Carolina’s ombuds office, which is now widely regarded as one

of the nation’s most successful programs. The office serves all members of the campus

community and adheres strictly to the principles of confidentiality, neutrality, informality and

independence. In addition to serving visitors to the office, Blair helps senior administrators and

other decision makers by alerting them to trends and potential problems and by responding to

their requests for assistance.

Blair’s activities extend beyond the campus. He has consulted with many colleges, universities

and organizations and has mentored many individuals on the responsibilities, benefits and

limitations of an ombuds program. He also developed the ombuds program for the Town of

Chapel Hill.

Blair has co-taught courses on the foundations of organizational ombuds for the IOA, and is

a regular presenter at IOA’s annual conference. He has also taken on leadership roles in the

IOA, serving as a member of the board of directors and treasurer. In addition, Blair recently

presented at the American Bar Association’s Dispute Resolution annual conference.

Before coming to Chapel Hill, Blair served as the Associate University Ombuds Officer at

Columbia University in New York. He is originally from Jamaica.



Keynote Speakers

Tuesday, April 12 8:30 a.m. – 9:45 a.m.

Topic: Paradoxes of Conflict:

How We Think about Disputes and How it Gets in Our Way

Presenter: Bernie Mayer, PhD, Professor, The Werner Institute, Creighton University

When dealing with intense conflict, we tend to believe we face either/or choices: for example to cooperate or compete, avoid or engage, compromise or stick to principle, work on outcomes or deal with relationships. But our real challenge is to move beyond these polarities so that we can embrace what appear to be mutually exclusive choices. That is how we actually influence how individuals and groups deal with conflict. Drawing on the approaches described in The Conflict Paradox, Dr. Mayer will discuss how to help disputants be both cooperative and competitive, to avoid and engage in conflict, to compromise and to act in a principled way in all aspects of our work.

Bernie Mayer, PhD, Professor of Dispute Resolution, The Werner Institute, Creighton

University, is a leader in the field of conflict resolution. Mayer has worked in child welfare,

mental health, substance abuse treatment and psychotherapy. As a founding partner of CDR

Associates, Mayer has provided conflict intervention for families, communities, universities,

corporations, and governmental agencies throughout North America and internationally for

more than 35 years. Mayer’s latest book (2015) is The Conflict Paradox, Seven Dilemmas at

the Core of Disputes. Earlier books include: The Dynamics of Conflict, Beyond Neutrality,

and Staying With Conflict. Mayer is the recipient of the 2015 John M. Haynes Distinguished

Mediator Award, presented by the Association for Conflict Resolution, and the 2013 President’s

Award, presented by the Association of Family Conciliation Courts.



Keynote Speakers

Wednesday, April 13 8:30 a.m. – 9:45 a.m.

Topic: Conflict Resolution for Holy Beings: A Farewell Talk in Three Parts

Presenter: Howard Gadlin, PhD, Former Ombudsman, National Institutes of Health

After serving the ombuds profession for 34 years Howard Gadlin bids farewell to our community. He will analyze the “dangers and limitations of neutrality,” share second thoughts on what he would do differently if he was starting over, and discuss the pleasures and satisfactions he found in doing ombuds work.

Howard Gadlin, PhD, was Ombudsman and Director of the Center for Cooperative

Resolution at the National Institutes of Health from 1999 until his retirement in 2015. From

1992 through 1998 he was University Ombudsperson at UCLA. He was also director of the

UCLA Conflict Mediation Program and co-director of the Center for the Study and Resolution

of Interethnic/Interracial Conflict. While in Los Angeles, Dr. Gadlin served as consulting

Ombudsman to the Los Angeles County Museum of Art. Prior to coming to UCLA, Dr. Gadlin

was Ombudsperson and Professor of Psychology at the University of Massachusetts, Amherst.

At present Dr. Gadlin is studying the dynamics of scientific teams and collaborations and

developing new approaches to addressing conflicts among scientists. An experienced

mediator, trainer, and consultant, Dr. Gadlin has years of experience working with conflicts

related to race, ethnicity and gender, including sexual harassment. Currently he is developing

new approaches to addressing conflicts among scientists. He is often called in as a consultant/

mediator in “intractable” disputes. Dr. Gadlin has designed and conducted training programs

internationally in dispute resolution, sexual harassment and multicultural conflict.

Dr. Gadlin is past president of the University and College Ombuds Association (UCOA) and of

The Ombudsman Association (TOA). For three years, he was chair of the Ethics Committee

of the Society of Professionals in Dispute Resolution. He also served five years as Chair of the

Coalition of Federal Ombudsmen and as chairperson of the Federal Inter-Agency Alternative

Dispute Resolution Working Group steering committee.

Dr. Gadlin is the author of, among other writings, “Bargaining in the Shadow of Management:

Integrated Conflict Management Systems,” “Conflict, Cultural Differences, and the Culture

of Racism,” and “Mediating Sexual Harassment.” He is the co-author of “Neutrality: What an

Organizational Ombudsperson Might Want to Know” and “Conflict Resolution and Systemic

Change.” Most recently he has co-authored “Collaboration & Team Science: A Field Guide.”



Plenary Sessions

Monday, April 10 9:30 a.m. – 10:30 a.m.

Over Fifty Years of Fairness: A Canadian Perspective on Fairness

Presenters: Andrew Larratt-Smith, Ombuds, University of California, Riverside;

Shirley Nakata, Ombudsperson for Students, University of British Columbia;

Nora Farrell, Ombudsperson, Ryerson University;

Tim Denison, Association Ombudsman, Health Canada

Mary McFadyen, Ombudsman, Province of Saskatchewan

What does it mean for ombuds to “strive for…fairness and…advocate for fair and equitable

processes?” (IOA SOP 2.2) Fairness has been a central theme of the Canadian ombudsman

tradition – a tradition that extends back to the birth of the modern ombudsman movement in

North America. This panel of Canadian ombuds will discuss a range of topics relating to the

application of fairness principles and practices.

Monday, April 10 11:00 a.m. – Noon

Session with the IOA Board

This session provides an opportunity for attendees to connect with the IOA Board of Directors

directly. 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 11 5:00 p.m. – 6:30 p.m.

Pecha Kucha Cocktail Hour*

Facilitated by Howard Gadlin and Nicholas Diehl with presentations.

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 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

many 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!

*Complimentary snacks and cash bar provided.



Plenary Sessions

Wednesday, April 13 10:30 a.m. – Noon

Un-debate: Exploring Our Guiding Principles

Moderator: Doris Campos-Infantino, Ombudsperson,

Inter-American Development Bank

Panel:

Higher Education: Kirsi Aulin, Campus Ombuds, University of Colorado, Boulder

Government: Lisa Witzler, Associate Ombudsman, National Institutes of Health

Higher Education: Toni Robinson, Ombudsperson, Massachusetts Institute of Technology

The IOA Standards of Practice and Code of Ethics were derived from many years of work previously conducted by the University and College Ombudsman Association (UCOA) and The Ombudsman Association (TOA), as well as consideration of input from other organizations including the American Bar Association (ABA). This collective input resulted in a set of standards that guide the practice for an organizational ombudsman.

This session will look at the pros and cons, the rewards and pitfalls, and the practicality of applying the principles in real-world environments. In this “un-debate” session, four seasoned ombuds will discuss how they apply the standards of practice, if one or more concepts carry more consequence in their organization, and how they and their institutions interpret the principles.

The goal of this session is to provide a window into how other ombuds work and to explore the elasticity of our existing principles.



Concurrent Sessions

Monday, April 11 1:30 p.m. - 3:00 p.m.

Concurrent Session 1

1. Effective Outreach: A New Model for Delivering Training Effectively

Level: Fundamental

Sector: All

Presenters: Julie Showers, Director, Office for Conflict Resolution, University of Minnesota;

Jan Morse, Ombuds and Director, Student Conflict Resolution Center,

University of Minnesota

Instructor-led training and case studies are perhaps the most common training techniques used in

workplace programming. But are they the most effective? Often, time does not allow for a thorough

analysis and discussion of the scenarios presented. This session presents a model workshop that has

been used effectively at the University of Minnesota and can be adapted for use in any workplace.

2. How Prison Helped Prepare Me to be an Ombuds

Level: Fundamental

Sector: All

Presenter: Tyler Smith, Associate Ombudsman, National Institutes of Health

Through stories, discussion and activities, this interactive session will demonstrate how working inmates

emphasized, the importance of listening, working on understanding without judgment, honoring self-

determination, and being able to work with diverse and difficult populations. The session will invite

participants to engage in discussion and activities to reflect on the ways in which those topics directly

apply to their work as ombuds.

3. Opening an Ombuds Office From the Ground Up and Beyond — The North Carolina State Faculty Ombuds Office

Level: Fundamental

Sector: Academic

Presenter: Roy Baroff, Faculty Ombuds, North Carolina State

Opening an ombuds office has many challenges and this program will provide answers. While the focus

of this program is on opening a Faculty Ombuds office at a large public university, many of the same

issues will translate to other settings. In this program, Roy Baroff, North Carolina State’s Faculty Ombuds,

will share his experience opening the office from start to finish. Leave the session with your own action

plan and get that office open!



Concurrent Sessions

Monday, April 11 1:30 p.m. – 3:00 p.m.

Concurrent Session 1 (continued)

4. Title IX and the Role of the Ombudsman

Level: Intermediate

Sector: Academic

Presenters: Karey Barnes, Director of Student Rights and Responsibilities,

South Texas College;

Olga Moran, Ombudsperson, South Texas College

A discussion of how the ombudsman can serve a valuable role in helping to resolve issues pertaining to

Title IX which includes pregnancy, sexual misconduct, harassment and stalking.

5. Yea, Nay, and Everything in Between: Disparities Within the Academic Ombuds Field

Level: Fundamental

Sector: Academic, Corporate, Government, and Non-Governmental Organizations

Presenter: Tessa Byer, Graduate Student, Brandeis University

Through surveys and interviews with university ombuds officers for my Master’s degree thesis, I

discovered how many times ombudspersons answered questions in the complete opposite way,

sometimes vehemently opposing something that another respondent fiercely asserted. What do these

disparities mean for the field, and what is a way forward? This session demonstrates that while disparities

within the field are a challenge, they are also an opportunity for rich discussion and a broader view of

ombuds work.

6. Tough Cases

Level: Fundamental

Sector: All

Presenter: Francine Montemurro, Boston University Ombuds, Boston University

Panelists: Doris Campos-Infantino, Ombudsperson, Inter-American Development Bank;

Thomas Zgambo, Ombudsman, World Bank Group;

Howard Gadlin, Ombudsman, National Institutes of Health

This is a case-based approach to learning in which a panel of experienced ombuds will each present

a “tough” case. Tough case is defined as one in which the options available to him/her (as ombuds)

appeared less than ideal, the best course of action may be less than obvious, and the standards of

practice do not provide clear guidance.



Concurrent Sessions

Monday, April 113:30 p.m. – 5:00 p.m.


7. Friendly, Friend, or More? Ombudsperson Relationships in the Workplace

Level: Intermediate

Sector: All

Presenter: Sarah Klaper, University Ombudsperson, Northern Illinois University

Ombuds are encouraged, and it is in fact necessary, to build relationships across their organizations. This

interactive workshop will explore the practicalities of relationship building, and where different ombuds

draw the line regarding what is an “appropriate” relationship in the workplace. This interactive workshop

will use scenarios and discussion to explore the nature of ombuds relationships in the workplace.

8. Happiness Interventions in the Workplace

Level: Intermediate

Sector: All

Presenters: Vikram Kapoor, ADR Attorney Advisor, Federal Emergency Management Agency,

(FEMA);

Arthur Pearlstein, Director of Arbitration,

Federal Mediation and Conciliation Service (FMCS);

Daniel Ellenberg, Principal, Rewire Leadership Institute

This interactive session will draw on leading research in positive psychology to develop a theoretical

framework for application. We will focus on tools and strategies that can lead to shifts in the workplace.

The session will include discussion in small groups.

9. “Wanna Be” an Ombudsperson?

Level: Fundamental

Sector: All

Presenters: Dawn Miller Sander, Partner, Conflict Transformation Associates, LLC;

Laurelyn Irving, Ombudsperson, University of Maryland, Baltimore

Session attendees will learn how to maintain their confidence in their job search, open a conversation

on the phone or in person, sell the need for an ombuds office within an organization and practice skills

necessary to creatively obtain an interview.



Concurrent Sessions

Monday, April 113:30 p.m. – 5:00 p.m.


10. The Ombuds Wellness Workshop

Level: Fundamental

Sector: All

Presenters: Nancy Deering, Ombudsman, Newark Public Schools;

Mindy Eaves, Ombudsman, Jefferson County Public Schools As ombudsmen, we are constantly attending to the needs of others, often at our own expense. Burn-out

and diminished self-care are negative residuals to ombuds practice. During this interactive workshop, we

will discuss your methods of relaxation and have fun experimenting with different techniques, including

guided meditation and mantra meditation to help you unwind and reconnect.

11. Ombuds United States Legal Update

Level: Intermediate

Sector: Academic, Corporate, Government,

Healthcare, and Non-Governmental

Organization

Presenters: Charles Howard, Partner and General Counsel, Shipman & Goodwin;

Caroline Adams, Associate Ombuds, University of California at Santa Barbara

This program will discuss what is happening in the law relevant to ombuds and the legal hot topics

that ombuds should know about. It will focus on U.S. legal developments over the past two years,

and presenters will discuss recent court decisions and other legal developments — particularly on topics

such as confidentiality and notice and in the area of employment law — that affect an ombuds’ practice

and the way they operate in their organizations.

12. New Research on Ombuds Offices: Findings and Guidance

Level: Fundamental

Sector: All

Presenters: Timothy Hedeen, Ombuds and Professor of Conflict Management,

Kennesaw State University;

Joyce De-Graft Acquah, Doctoral Student/Research Assistant,


Mary Rowe, Adjunct Professor of Negotiation and Conflict Management,

Massachusetts Institute of Technology

Learn the latest research on ombuds offices! And how to design your own studies! We will present the

most recent findings from the IOA’s long-awaited Practice and Compensation Survey, a study across

sectors with participants from around the world. Participants will take away valuable insights and

benchmarks, and will be encouraged to participate in — and lead — research both locally and globally.



Concurrent Sessions

Tuesday, April 121:00 p.m. – 2:30 p.m.


13. Cultivating Conflict Resolution Competency: Piloting Student Conflict Resolution Ambassador Programs

Level: Fundamental

Sector: Academic

Presenters: Katherine Greenwood, Ombuds, University of Colorado, Denver;

Lisa Nelson, Coordinator for Student Conflict Resolution Services,

Metropolitan State University

An ombuds office, through a variety of means, can promote positive campus relationships. One approach

is to launch programs to stimulate student participation in peer-to-peer conflict resolution activities.

A pilot program, training Student Conflict Resolution Ambassadors, will serve as a pivot point for this

interactive and creative session. Participants will work together to conceptualize, shape, and frame

methods of fostering leadership and social responsibility in student populations.

14. Dare to Say Yes! Adding Value While Following Ethical Principles

Level: Fundamental

Sector: All

Presenters: Bonnie Bonnivier, Ombuds, Baker Hughes;

Melanie Lewis, Principal Ombuds, Baker Hughes;

Arianna Gazis, Senior o3 Coordinator, Baker Hughes;

Josie Stiles, Canadian Ombuds, Baker Hughes;

Michael Mayer, o3 Information Specialist, Baker Hughes

This interactive session reviews one ombuds office’s experience in partnering with leadership to conduct

interviews on an impending acquisition, systematically collecting and analyzing data, and developing a

summary report. Results provided candid assessments and actionable information, while protecting the

identities of all participants.



Concurrent Sessions



15. Outreach Initiatives of the ABA Ombuds Committee

Level: Intermediate

Sector: Academic, Government

Presenters: Charles Howard, Partner and General Counsel, Shipman & Goodwin, LLP;

Randy Williams, Ombuds/Managing Director, Redmond, Williams & Associates, LLC.;

Caroline Adams, Associate Ombuds, University of California at Santa Barbara;

Jonathan Stier, Senior Deputy Ombudsman, King County Ombudsman Office

Subcommittee chairs from the ABA DRS Ombuds Committee will describe significant outreach efforts

undertaken by the committee. These efforts include: 1) a task force to develop suggested teaching

outlines, course or lecture materials and reading suggestions designed to help dispute resolution

professors provide better instruction for ombuds programs at law schools, with the hope that these

materials could be adapted to other areas, such as business schools and schools of social work; 2) a

report on the status of the study sponsored by the Administrative Conference of the United States on the

use of ombuds in the federal government; 3) conference presentations at various conferences planned

by the conference planning committee; and 4) articles on ombuds programs.

16. Embracing Ombuds’ Side Effects: Enhancing Outcomes with What You Have

Level: Intermediate

Sector: All

Presenters: Brittany Linton, Director and Student Ombudsperson, University of Texas, Austin;

Sean Banks, Director and Company Ombuds, Shell Oil Company-Ombuds Services

This session provides opportunities for organizational ombuds (OOs) to refine a core technique — active

listening theory and skills. Building upon other related disciplines (e.g. psychology) and interweaving OO

practice, this session will dynamically foster professional skill development. Research identified benefits

associated with active listening will be examined, specifically the concepts of gratitude, connectivity and

meaning making. Discussion will focus on numerous beneficial side effects of OOs role in active listening

for visitors and organizations.



Concurrent Sessions



17. What Would You Do? Navigating Ethical Principle Dilemmas

Level: Fundamental

Sector: All

Presenters: Dolores Gomez-Moran, Ombudsman, Pan American Health Organization;

Lynne Chaillat, EMEA Ombuds, McKinsey & Company;

Melissa Connell, Director, Ombuds Office, University of Colorado, Denver;

Donna Douglas Williams, Director, Ombuds Program,

MD Anderson Cancer Center;

Mary Beth Stevens, Ombudsman, Los Alamos National Laboratory;

Ronnie Thomson, Corporate Ombudsman, Haliburton;

Shreya Trivedi, University Ombuds Officer, University of Central Florida

Designed as an interactive session for relatively new practitioners, this workshop presents participants

with practice scenarios — challenging one or more IOA ethical principles — and invites discussion on

possible approaches in a group format. 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 in the ombuds role.

18. Paradoxes in Practice: A Clinic on the Paradoxical Approach to Conflict Intervention

Level: Intermediate/Advanced

Sector: All

Presenter: Bernie Mayer, PhD, Professor, The Werner Institute, Creighton University;

Jan Morse, Ombuds and Director, Student Conflict Resolution Center,

University of Minnesota;

Jim Wohl, Ombuds, University of Connecticut;

Howard Gadlin, Former Ombudsman, National Institutes of Health;

Jenna Brown, Ombuds, University of Denver

Dr. Mayer will work with participants in examining how the paradoxical approach can be applied to

specific conflict interventions from their practice. Dr. Mayer will also discuss how he applied this

approach to specific challenges he has faced in his practice.



Concurrent Sessions



19. Adding Circle Processes to Your Repertoire

Level: Fundamental

Sector: All

Presenters: Laurelyn Irving, Ombudsperson, University of Maryland, Baltimore;

Dawn Miller Sander, Conflict Transformer, Mediator and Ombudsman,

Transformation Associates

Participants will start the session in a circle after a brief introduction. The presenters will discuss when

to use circles and where to learn more about them. There will be an overview of the role of the circle

keeper and how it differs from mediator, therapist, and other roles. While the best way to learn about

circles is to experience them, this session does not train attendees on how to run circles.

20. Going Viral: The Ombuds Office in a Virtual Society

Level: Intermediate

Sector: All

Presenters: Anamaris Cousins Price, Senior Ombudsman, Haliburton;

Charmhee Kim, Ombud-Asia, McKinsey & Company;

Ronnie Thomson, Corporate Ombudsman, Haliburton

Employment and disciplinary decisions are being impacted by all the virtual communication tools

available and how individuals are utilizing them. As ombudsmen, how are we adapting to this trend and

should we? This session will take a magnifying glass to our informality standard and how it would apply

to this new reality.

21. Emotional Intelligence and Diversity: Tools for Developing Inclusion and Engagement

Level: Intermediate

Sector: All

Presenters: Anita Rowe, Partner, Emotional Intelligence and Diversity Institute;

Lee Gardenswartz, Partner, Emotional Intelligence and Diversity Institute;

Jorge Cherbosque, Co-Director Staff and Faculty Counseling Center,

University of California, Los Angeles

This session presents a powerful new model of Emotional Intelligence and Diversity and proves the

opportunity to experience tools and approaches that build skills critical for professional effectiveness and

organizational engagement. Participants will leave with knowledge and processes they can immediately

apply in working with individuals and work teams.



Concurrent Sessions



22. Ombuds as Researcher

Level: Fundamental

Sector: All

Presenters: Lisa Witzler, Associate Ombudsman, National Institutes of Health;

Shereen Bingham, University Ombudsperson, University of Nebraska, Omaha;

Tyler Smith, Association Ombudsman, National Institutes of Health;

Jessica Kuchta-Miller, Staff Ombudsperson, Washington University in St. Louis

During this interactive session, we will discuss the many different types of research and how ombuds

can apply research techniques to our work. The panelists will briefly present the results of their recent

scholarly research in the ombuds field and will discuss the challenges of ombuds research. The session

will conclude with a discussion on methods for overcoming these challenges.

23. Wielding Discipline: Organizational Strength or Shortsighted Action?

Level: Intermediate

Sector: Corporate, Government, Healthcare, International, and

Non-Governmental Organization

Presenters: David Michael, Deputy Ombudsman, National Institutes of Health;

Karen Dean, ADR Specialist, U.S. Patent and Trademark Office

Organizations use progressive discipline as a tool intended to change employee behavior. Yet discipline

employed without a full understanding of the situation causes an escalation of conflict, excessive use of

resources, and an undermining of the employee and supervisor relationship. Case studies and discussion

will illustrate examples of problematic disciplinary actions and the assumptions that underlie them.

Strategies will be explored to help those within the organization think differently about and constructively

work through conflict.

24. Culture, Fairness and the Brain: Model for Effective Conflict Engagement

Level: Fundamental

Sector: All

Presenter: Shirley Nakata, Ombudsperson of Students, University of British Columbia

We work in environments where our main business in fairness and conflict management is very much

shaped by the diverse population we serve. As we develop our toolkits, it is important to build both

individual and institutional competencies to foster respect and minimize the destructive impact of

conflict. This presentation will explore three foundational pillars of those competencies — intercultural

understanding, procedural fairness and neuroscience.



Concurrent Sessions

Wednesday, April 13 1:00 p.m. – 2:30 p.m.


25. Claiming Our Seat at the Table by Going Beyond “Upward Feedback”

Level: Intermediate

Sector: All

Presenter: Wayne Blair, University Ombuds and Director,

University of North Carolina at Chapel Hill

This presentation will deconstruct the concept of “upward feedback” as practiced by organizational

ombuds and show how it may stand in the way of a fully realized ombuds program. We can claim our

seat at the table by shifting the paradigm from the passive feedback method that implies it’s the end of

the line for the ombuds, to a more dynamic role where an ombuds collects, analyzes, interprets and

shares information.

26. A Transgender Primer for the Ombuds

Level: Fundamental

Sector: All

Presenter: Michael Steinberg, Associate Ombuds, Columbia University

What issues must an ombuds be mindful of regarding members of the transgender community? This

workshop will broadly discuss such issues as who identifies as transgender, pronoun use, and general

issues an ombuds may discuss with a visitor, such as name changes, restroom and bathroom issues, and

bias.

27. Ombuds Data 2.0: Influencing Your Stakeholders

Level: Intermediate

Sector: Corporate

Presenters: Jackie Osborne, Principal Ombuds Manager, Chevron Corp.;

Melanie Lewis, Principal Ombuds, Baker Hughes;

Mim Gaetano, Corporate Ombudsman, Mars, Inc.;

Tim Shore, Vice President and Chief Ombuds Officer, Pfizer, Inc.;

Beatriz Dale, U.S. and LAC Regional Ombudsperson, American Express

Building on the benchmark study of last year, panel participants will share how and why the new study

was conducted, their insights on how they are using this information to strengthen contributions to all

their stakeholders, as well as how this data could be used to strengthen our profession.



Concurrent Sessions



28. Finding Strength: Helping Foster Resiliency Amongst Visitors

Level: Intermediate

Sector: All

Presenter: Brittany Linton, Director and Student Ombudsperson, University of Texas, Austin

Resiliency — the ability to bounce back or manage unexpected difficulties — is imperative in resuming

normal (and sometimes improved) functioning after encountering difficulties. This session will provide

an avenue for ombuds to expand upon their practitioner skills, through improving their capabilities

to promote resiliency in their organizations through interactions with visitors and leadership. Using

psychological-based research, participants will learn to identify, foster, and leverage the strengths visitors

already possess when facing challenges.

29. Identifying and Meeting the Needs of Contingent Faculty

Level: Intermediate

Sector: Academic

Presenter: Eugene Moan, Coordinator, Faculty Ombuds Program,

Northern Arizona University

This program will focus on the issues and needs of non-tenure track faculty. Information will be

presented on the increased reliance on non-tenured faculty, the issues that they bring to ombuds

offices, and effective methods of assisting them in navigating the complex world of university life. The

presentation of information will be followed by discussion and sharing of helpful, successful techniques

for meeting the needs of this population.

30. The Cowboy Ombudsman

Level: Fundamental

Sector: All

Presenter: Rick Anderson, President, Rick Anderson Consulting, Ltd.

This session, provided in a combination of storytelling, analogies, pictures and video clips, will look at

many of the skills and guiding philosophies that a conflict management practitioner has in common with

those used on a daily basis by the cowboy out on the range. Exploring the organic “cowboy” approach

can increase your skills and abilities in your own conflict management practice. You might be more of a

cowboy than you thought.



Concurrent Sessions



31. Addressing Abrasive Behavior: A Systems Approach

Level: Intermediate

Sector: Academic

Presenter: Jan Morse, Ombudsman and Director, Student Conflict Resolution Center,

University of Minnesota

Abrasive conduct: You know what the problem is, so what can you do about it? Ombuds know about the

toxic behavior that graduate and professional students face in the lab, clinic and classroom. Demeaning

remarks, unreasonable demands, and threats of retaliation sabotage students’ best efforts. Find out how

to plan a systems intervention to address abrasive behavior and improve your campus climate.

32. Emotional Intelligence: You Can’t Ombuds Without It!

Level: Fundamental

Sector: All

Presenters: Tom Ward, Ombuds of Staff, Clemson University;

Susan Casino, Director of Ombuds Services, Apollo Education Group, Inc.

This session is designed to help ombuds insert a practical definition of Emotional Intelligence (EI) into

their organizational work and apply the body of knowledge related to EI to better equip their practice.

The history behind this rapidly growing science and how EI fundamentals and ombuds competencies are

intricately interwoven will be explored at length.

33. Expanding the Impact of Your Ombuds Office

Level: Fundamental

Sector: All

Presenter: Tom Barnette, Regional Ombudsperson, American Express

Eric Mayo, Manager-Global Office of the Ombudsman, Chevron Corporation

Nikolai Pankratiev, Ombudsman, Mars, Inc.

Steven Cordery, Corporate Ombudsman, United Technologies Corporation

Presenters will share examples of initiatives they have implemented to add additional value to their

organizations. Speakers will discuss idea generation, analysis, marketing, implementation, organizational

response and key advice/factors for success. The question and answer session will include soliciting

ideas from the audience. The goal is for the audience to learn about multiple, transferable examples of

ways to enhance value and to be motivated to develop and implement value- add initiatives for their own

organization. This session will include presentations from ombuds from multiple organizations including

American Express, Chevron and Mars, Inc.



Concurrent Sessions



34. Short and Sweet: Applying Solution-Focused Brief Therapy to Ombuds Practice

Level: Intermediate

Sector: All

Presenter: Emma Williams, Associate Ombuds, University of Washington

Albert Einstein said, “We cannot solve our problems with the same thinking we used when we created

them.” Ombuds often help visitors think about their problems in new ways. Solution-Focused Brief

Therapy (SFBT) asserts that visitors are the experts on their problems. The practitioner acts as a facilitator

to help visitors utilize their knowledge to find a solution. This presentation focuses on how ombuds can

apply SFBT and utilize techniques that help visitors become solution-focused.

35. Dual Roles and Dueling Responsibilities: The Faculty Member as Ombudse

Level: Fundamental

Sector: Academic

Presenters: Jim Wohl, Ombuds, University of Connecticut;

Timothy Hedeen, Ombuds and Professor of Conflict Management,


Bruce Auerbach, Faculty Ombuds/Professor of Scenic and Lighting Design,

University of North Carolina at Charlotte

The faculty member who also serves as an ombuds is faced with challenges that are distinct from other

ombuds positions. This interactive session will provide attendees with the opportunity to network with

other faculty/ombuds, ask questions, and compare experiences with new and experienced colleagues

with similar roles at a variety of institutions. This session will emphasize practical approaches using brief

presentations, case examples and group discussion. Bring your questions and share your experiences!

36. The Rise in Bullying in the Context of Organizational Change

Level: Fundamental

Sector: All

Presenter: Fred Wright, Workplace Conciliator, Government of Victoria, Australia

This presentation will use a systems psychodynamically informed approach to consider the significant

breadth and complexity surrounding the issue of rising claims of bullying in organizations undergoing

change. It will identify multiple factors that coincide around role, system, and context, and will

encourage discussion around key issues, including the role of the ombudsman in supporting the

development and implementation of effective and respectful change processes.



Networking and Social Opportunities

Sunday, April 10 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

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 including coffee, tea and soft

drinks will be served, and a cash bar will be available.

Monday, April 11 Noon – 1:30 p.m.

Volunteer Recognition Luncheon for All Conference Attendees

Each 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 and

thank them for their contributions over the past year.

Tuesday, April 12 7:30 a.m. – 8:30 a.m.

Meeting of CO-OP® Certified Practitioners

This meeting is open to all CO-OP® certified practitioners. Pick up your breakfast and come to the

meeting. This will be an opportunity to meet CO-OP officers and board members, hear updates on

CO-OP®’s activities and plans, and provide input or ask questions of CO-OP®’s leadership. There will also

be information about CO-OP® committees and other ways that certified practitioners can contribute to

building and maintaining CO-OP®’s important initiatives.

9:45 a.m. – 10:45 a.m.

Sector Networking Break

This 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 contact information

for the response.

• At the conclusion of the break, a member of the Conference Planning Committee will collect and

deliver all questions to the appropriate person or group.



Networking and Social Opportunities

Tuesday, April 12 Noon – 1:00 p.m.

Networking Lunch for All Conference Attendees and Lunch for Ombuds New to the Profession & First-Time Attendees

Welcome to IOA! You are invited to join representatives from the Membership Committee, Mentoring

Committee, and some of our “seasoned” colleagues to learn more about IOA Membership Benefits,

the Mentoring Program, and to network with other new ombuds 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.

Wednesday, April 13 Noon – 1:00 p.m.

Networking Lunch for All Conference Attendees



2016 Professional Development Hours

Professional Development Hours (PDH) for CO-OP® Recertification

For 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 as falling 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 Courses

Foundations of Organizational Ombudsman Practice: 24

Pre-Conference Courses

Full-Day Course: 7.0

AM Half-Day Course: 3.5

PM Half-Day Course: 3.5

General Conference

General Conference, Day 1 5.0



Actual hours for 2016 may vary pending Certification Committee approval.

http://www.Ombudsassociation.org/certification/obtaining-certification/Recertification



General Information & Policies

Dress: Dress for the entire conference is business casual.

Cancellation/Refund Policy: Notice 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 meeting – 100% refund

5-9 business days prior to the meeting – 50% refund

0-4 business days prior to the meeting – No refund

Subject to Change or Cancellation: All Professional

Development and Specialty Workshops courses 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 Information: If 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 Abstracts: In 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 (or a PDF copy on your preferred

device) to refer to session abstracts while at the conference

as full sessions descriptions will not be included in the

program book.

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.

Speaker Presentations: Since 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 slide presentations that are submitted

to the IOA Office. All available speaker presentation slides

will be posted online prior to the conference for registered/

paid attendees to access. These will include keynote, plenary

and concurrent sessions only. Specialty Workshop course

presentations will NOT be provided.

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 on site. Presentations will be available

to registered/paid attendees by logging in to the IOA

website. Attendees will be reminded via email to download

presentations so that you have a chance to review materials

and get acquainted with the sessions you plan to attend.

mailto:[email protected]

http://travel.state.gov//content/travel/en.html

http://travel.state.gov//content/travel/en.html



General Information & Policies

Terminology: Although “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 Practice: The 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 IOA: Registering/

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 Images: Registration

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.

Disclaimer: While 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 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 Compliance: It 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 Rights: All 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.



Registration

Professional Development Courses

Early registration is recommended as courses have an

attendance limit. Likewise, courses may be cancelled if course

attendance falls below this threshold.

Foundations for Organizational Ombudsman Practice include:

• Course Materials

• 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 Workshops

Early registration is recommended as courses have a limit on

the number of participants per course. Likewise, courses may

be cancelled if course attendance falls below this threshold.

Included in TWO half-day (one morning and one afternoon)

or ONE full-day course registration:


• Morning and Afternoon Refreshment Breaks

Included in ONE morning half-day course registration:


• Morning Refreshment Break

Included in ONE afternoon half-day course registration:


• 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 Conference

Full Conference Fees include: All conference meals 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).

Students: You must be a full-time student to be eligible for a

student rate.

Group Registration Discount: Group registrations require

four (4) or more attendees from the same organization/

company and affiliation to register for the IOA Annual

Conference (excluding Professional Development and Specialty

Workshops). If four (4) or more attendees from the same

organization/company or affiliation register, registrants who are

• IOA members will each 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 the Registration Form and check the box under “Group

Registration.”

Online group registration is not available. Please mail or fax

all four (4) registration forms together to ensure correct

processing.

Certificates of Completion are NOT issued for the general

conference.



Conference Hotel

All educational sessions will take place at The Westin Seattle.

The Westin Seattle

1900 Fifth Avenue

Seattle, WA 98101

Phone: +1-206-728-1000

Toll Free: +1-800-937-8461

Fax: +1-206-728-2007

www.westinseattle.com

The IOA negotiated rates are:

• $184 for Single/Double Occupancy

• $214 for Triple Occupancy

• $244 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, from April 6 – 15, 2016. 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 within 24 hours of reservation. Hotel check-in is

3 p.m., and check-out is Noon. Reservations must be made no later than Friday, March 11, 2016. After the

cut-off date, discounted rates may not apply.

Reserve Online

To reserve a room online at the discounted rate click here

To reserve a room online at the GOVERNMENT rate click here — government rate rooms are limited

Reserve by Phone

Call The Westin Seattle at +1-206-728-1000 or +1-888-627-8513 and mention you are part of the

International Ombudsman Association conference.

Photo by: Howard FriskPhoto by: Tim Thompson

http://www.westinseattle.com

https://www.starwoodmeeting.com/events/start.action?id=1507164492&key=376C9148

https://www.starwoodmeeting.com/events/start.action?id=1507164497&key=3AFDDE6D



Conference Hotel

About The Westin Seattle

All of IOA’s educational sessions will take place at the Westin and after a long day you’ll be able to go

to your room and enjoy a panoramic view of the Puget Sound, Cascade Mountains or Seattle’s vibrant

cityscape.

The Westin Seattle is centrally located in Seattle’s bustling financial and shopping district and within

walking distance of the famous Pike Place Market, CenturyLink and Safeco Fields, the Monorail and

Seattle Center.

Fitness Center

Sitting too long in those educational sessions? Access to the fitness center in The Westin Seattle is

complimentary for all IOA guests. The fitness center is open 24/7 and is located on the 4th floor. The

pool is located on the 7th floor and hours vary by the season.

Internet

Wi-fi is complimentary in the lobby. All IOA guests will receive complimentary wi-fi in guest sleeping

rooms as well.




Getting to The Westin Seattle

From Port of Seattle Sea-Tac:

The Westin Seattle is approximately 15 miles (20 minutes) north of the Seattle-Tacoma International

Airport (Sea-Tac.) Taxis are readily available at Sea-Tac Airport on the third floor of the parking garage and

the fare is approximately $45 USD (one way) to the hotel.

Downtown Airport by Shuttle

Express Shuttle is available for approximately $18 USD (one way) or $31 (roundtrip), advance reservations

are required; call +1-855-566-3000 or follow this link to make your shuttle arrangements.

Link Light Rail

The Light Rail is $3 each way and connects Westlake Station (1 block from the Westin) to the Sea-Tac

airport. Go to http://www.soundtransit.org/Schedules/Link-light-rail for more information.

Car Rental

Avis 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.

Parking

The Westin Seattle offers both valet and self-parking in our adjacent garage facility. Valet parking is

provided at the main entrance of the hotel, located on Westlake Avenue on the Sixth Avenue side of the

hotel. Self-parking may be accessed from 6th Avenue between Stewart/Westlake and Virginia Street.

If you are using a GPS system to locate the hotel, please use the following address: 1901 Westlake

Avenue, Seattle, Washington 98101.

The Westin Seattle offers both hourly and daily parking rates. In and out privileges for valet and self-

parking are included with daily rates.

Self Parking Valet Parking

Rotary $10.00 $10.00

0-1 Hours $17.00 $15.00

1-2 Hours $20.00 $17.00

2-3 Hours $24.00 $21.00

3-4 Hours $27.00 $25.00

4-5 Hours $33.00 $30.00

5-24 Hours $46.00 $41.00

https://shuttleexpress-ee.hudsonltd.net/reservations

http://www.soundtransit.org/Schedules/Link-light-rail



Travel Information

Travel Visas

Visit http://travel.state.gov/content/visas/english/visit/visitor.html for step-by-step instructions on

the process for obtaining a temporary visa.

Letter of Invitation

Please contact Chris Viglione at IOA headquarters to request a letter of invitation to the IOA 11th Annual

Conference.

Seattle’s Attire and Climate

Seattle has a Mediterranean climate with mild temperatures. Average highs in April will be in the mid-50s

to low-60s F. Lows can drop to the mid-40s. Don’t forget to pack a jacket and umbrella because spring

showers are brief but not uncommon.


http://travel.state.gov/content/visas/english/visit/visitor.html

mailto:[email protected]

Registration Form

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

February 23, 2016After February 23

and Onsite

11th Annual ConferenceApril 10 – 13, 2016 Professional Development Courses & Specialty Workshops April 8– 10, 2016 The Westin Seattle, Seattle, Washington USA

Professional Development Course: April 8 – 10❒ Foundations of Organizational Ombudsman Practice — Member $1,695 $1,795❒ Foundations of Organizational Ombudsman Practice — Nonmember $1,795 $1,895

Specialty Workshops: April 10Select 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: Mental Health First Aid ❒ PM1: A Research Primer for Ombuds❒ FD2: Ombudsman Master Class ❒ PM2: OM-budsing: Tools for Mindful Ombuds Practice❒ AM1: Success Signals: Using Your Communication

Style More Efficiently❒ AM2: Tuning In: Building Listening Skills Through Improvisation

General Conference Fees: April 10 – 13❒ Full Registration – Member $595 $645❒ Full Registration – Nonmember $655 $705❒ Full Registration – Student* $330 $355❒ 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 8 – 13Register 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 $1,960 $2,110❒ Foundations of Organizational Ombudsman Practice and Full Registration – Nonmember $2,110 $2,260

Optional Events❒ 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.

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 (+1-847-686-2253) and then mail a copy with your check.

Mail your registration to: IOAP.O. Box 88617 Chicago, IL 60680-1618 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 March 22, 2016. 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 +1-847-686-2253.

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 March 22, 2016 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.

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