Welcome and Introduction

Opening Keynote

CS 1A: Achieving and Maintaining Ombuds Embeddedness and Effectiveness | Chuck Doran and Bruce J. MacAlllister

In this presentation, ombuds Bruce MacAllister and Chuck Doran will explore what it means for an ombuds to be embedded, how it leads to ombuds effectiveness, and a way for ombuds to demonstrate their value to the organization. In addition to exploring the components and approaches to achieving embeddedness, and greater effectiveness within and value to the organization, the presenters will share ideas and possible approaches to how these competencies can be achieved. They will then encourage attendees to share examples of how they have achieved embeddedness at their organization.

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CS 1E: From Empathy at the Core: Advancing User-Centric Innovation in Ombuds Service | Alexandre St-Jean and Evariste Salndjoukou

In this presentation, we will explore how we use empathy-based approaches to adapt our services to optimize the visitor experience. We will share our journey, highlight gaps hindering inclusivity, and present an innovative three-step strategy to bridge these gaps. Our approach has already driven high demand for our services. Participants will be invited to share their best practices to foster visitor-centric services.

CS 2A: 

CS 2B: Exploring Rapid Ethnography for Ombuds Practice | Matthew L. P. Ricke

Organizational ombuds professionals often observe patterns of conflict and systemic issues without a structured method to analyze them. This interactive workshop introduces Rapid Ethnographic Assessment (REA), a condensed qualitative research approach that complements traditional ombuds practice. Participants will learn practical techniques - rapid interviews, observation, and document review - to uncover hidden patterns, assess organizational culture, and inform systemic recommendations, all while maintaining confidentiality and neutrality. Through discussion and sharing, attendees will gain actionable tools to enhance their organizational insight and impact.

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CS 2D: 

CS 2E: Beyond Surface Solutions: The Seven Levels Framework for Transformative Organizational Conflict Resolution | Ian Renaud

This interactive 45-minute session introduces organizational ombuds to the Seven Levels framework - a revolutionary approach that transforms workplace conflicts from problems to solve into opportunities for profound organizational growth. Moving beyond traditional dispute resolution, participants explore how addressing physical, emotional, identity-based, relational, communicative, intuitive, and spiritual dimensions of conflict creates lasting transformation rather than temporary fixes. Through hands-on case study analysis and practical tool application, attendees learn diagnostic techniques to identify root causes across all human experience dimensions. The session combines structured learning with experiential practice, including small group breakouts analyzing real organizational scenarios and hands-on practice with specific intervention techniques. Participants gain enhanced assessment skills to quickly identify which levels need attention in any conflict, expanded intervention options beyond traditional mediation, improved referral decision-making capabilities, and organizational consulting insights about cultural patterns revealed through conflict trends. Key takeaways include the Seven Levels Assessment Matrix for diagnostic use, Organizational Conflict Intelligence Audit tools, templates for difficult conversations, and access to an online resource library with additional practice guides. This framework offers ombuds a comprehensive, evidence-based approach that elevates practice from conflict management to conflict transformation, creating sustainable positive change for individuals and organizations by treating conflicts as catalysts for growth rather than problems to eliminate.

Survey Session:

Snack Break 

Mini Sessions

Words That Heal

Indigenous Conflict Perspectives

The Value of Reach Out Initiatives

The "Pervasive Influence" of Change

No More Excuses: How AI Transforms Ombuds from Reactive Responders to Strategic Assets

Navigating the Dual Roles of the Collateral Ombuds: A Duoethnographic Reflection by Two Faculty Ombuds

Assessing Organizational Readiness for an Ombuds Office

Break

Breakout Session 3

CS 3A:

CS 3B: Moving into the Ombuds Role: Strategies for Entering into and Advancing in the Profession | Mitchell Friedman, Scott Cantor, and Amanda Dean

This panel will bring together the perspectives of different ombuds to explore their unique career trajectories. How they landed their first positions in the field, and the lessons that new and aspiring ombuds can draw from them, will be common themes across individual panelist presentations. Attendees at this panel presentation will leave with strategies for positioning themselves competitively as ombuds, understanding employer expectations, and leveraging transferable skills. In so doing, this session aspires to address a gap in professional development resources, as traditional career guidance rarely addresses how to enter the ombuds profession. More broadly, this panel presentation aims to catalyze a discussion in IOA of how to best serve aspiring ombuds and how to support early career ombuds in their efforts to advance their careers.

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Break

Ombuds Stories

Welcome 

Introduction and Mary Rowe Keynote: Paul Sotoudeh

Leaving the Sandbox – Building a Definition Across Models of What It Means to be an Ombuds: In praise of looking outward by defining the ombuds role, in a way that includes all models of practice, so that we can start to clearly explain it to a public that, for the most part, has little idea what we do.

Break 

Breakout Session 4 

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CS 4C:  Be the Change You Want to See: Facilitating Self-Agency with our Visitors | Michael N. Herrington, Elisa Ortega-Schultz, MS, MA, LMSW, and Hector Escalante

Fostering self-agency in our visitors is both an ongoing challenge and a critical aspect of our impact, as ombuds.  This interactive session will delve into how locus of control, self-awareness, and acceptance contribute to empowering visitors. Panelists will share practical strategies—ranging from cognitive framing to mindfulness exercises—that help visitors to develop a growth mindset. By identifying common barriers and leveraging shared ombuds experiences, attendees will discover actionable tools and resources to add to their professional toolkit and enhance their practice.

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CS 4E: AI as Your Communications Partner: Simple Strategies to Boost Ombuds Outreach | Elizabeth Hill

Ombuds must be visible to be effective, but outreach often feels overwhelming. Many ombuds struggle with limited time, lack of communications expertise, or uncertainty about what will resonate with employees, leaders, boards, or students. Yet outreach is not just about visibility; it's about trust. Trust is the foundation of dispute resolution, and consistent, thoughtful outreach builds that trust long before an issue arises. This session reframes outreach as a pathway to trust and access and shows how AI can make the process far less daunting. Through live demonstrations and hands-on practice, participants will learn to transform bland updates into engaging messages and visuals while staying aligned with ombuds principles. Special emphasis will be placed on key guardrails, protecting confidentiality, maintaining neutrality, ensuring accuracy, and preserving authenticity, so participants can confidently use AI to support outreach in ways that build trust and uphold their role.

Break

Breakout Session 5 

CS 5A: Radical Hope: Promoting Hope and Healing as Ombuds | Dr. Nadia Ferrara

What does it mean to be a hope giver, in a system that so often erodes it? In this presentation, Dr. Nadia Ferrara, Ombuds at Indigenous Services Canada and the Privy Council Office, will explore hope as a relational practice - one that calls on us to listen deeply, hold space for each other, and meet people where they are at. Rooted in Cultural Humility and trauma and resilience-informed practice, Dr. Ferrara will bring forward her own experience and background as a therapist, hope giver, and Federal Public Servant to discuss our critical need to feel, care, and connect with our compassion and empathy in a system disconnected from humanity

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CS 5C: Coaching Skills for Ombuds: Time-Tested Tools to Help Visitors Gain Insight, Solve Problems, and Build Resilience in Conflict | Julie Weber and Tracey Brant

Are you curious about how coaching techniques can deepen your impact as an ombuds? Would you like some new practical tools that could help your visitors shift from feeling stuck and overwhelmed to taking empowered action? In this interactive 45-minute workshop, we'll explore and practice essential coaching tools that help visitors clarify what matters most, reframe challenges, and take meaningful steps forward. Whether you're working online, in person, or in hybrid environments, these tools can strengthen your confidence and skill in helping visitors navigate conflict with insight and resilience. This session isn't about adding more to your plate - it's about equipping you with simple, powerful tools you can integrate immediately into your ombuds practice

CS 5D:

Research Update (RNA) 

Snack Break

Discussion Circles

Break

Introduction and Keynote Presentation 2

Break

Breakout Session 6

CS 6A:

CS 6B: A Pluralistic Approach to Conflict | Kristine Paranica and Amy Hartman

This workshop will consist of 4 steps: defining the opening commitments and rules of the workshop, emphasizing the ethos of pluralism, conduct facilitated exercises, and discussion.

CS 6C: What Crossing the Himalayas on a Motorcycle Taught Me About Conflict, Connection, and Dialogue and How What I learned Can Change Your Ombuds Practice | Henry Yampolsky

This presentation will introduce the participants to four principles of conflict transformation, namely: tuning inward, observation without evaluation, expansion, and exploration. It will share the captivating story of riding a motorcycle across the Himalayas which inspired the author to develop these principles and will discuss how practices stemming from these principles can make the ombuds practice more restorative and transformative for all involved, including the ombudsperson.

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Break 

Optional Happy Hour 

Optional Affinity Group Breakouts in Gathertown

8:00 AM – 8:45 AM 

Practice Edge

The Practice Edge is intended to raise critical questions related to the edge of practice of organizational ombuds for discussion. This session continues Howard Gadlin’s encouragement to "push the envelope” in a way that challenges us to openly discuss difficult practice issues in a critically supportive manner. This is an opportunity to rethink the settled foundations of ombuds practice.  Practice Edge is intended for intermediate and advanced practitioners. 

Mentoring Session

8:45 AM – 9:00 AM 

Closing

9:00 AM – 10:00 AM

Social Event Cross-Over with ABA

10:00 AM – 1:00 PM 

Cross-Over Sessions with ABA 

ABA Session Track A
Jenna Silver - Training Director, CCR 
Nathalie Thompson - Ombuds, Architect of the Capitol

ABA Session Track B
Richard Birke - SVP & Executive Director, JAMS Institute at JAMS 
William Froehlich - Director, Divided Community Project, Ohio State University Moritz College of Law 
Fred Wright - Workplace Conciliator, Department of Environment, Land, Water & Planning