Registration Open

Foundations Course (pre-registration is required)

Registration Open

 Foundations Course (pre-registration is required)

Registration Open

Foundations Course (pre-registration is required)

5:00 PM – 10:00 PM

Ombuds Lounge Open

6:00 PM

IOA Soccer Meet Up

Calling all football fans! Join your fellow Ombuddies to watch Inter Miami CF vs. Toronto FC on Sunday, 6 April at 7:00 PM. IOA Ombuddies have provided a group link through which you can purchase tickets. There are two tiers of tickets that correspond to two different sections. It’s recommended to select seats in Section 119 in Rows 27-30 and those in Section 126 choose seats in Rows 24-25.

The stadium is in Ft. Lauderdale, with an approximate transit time of 35 minutes. Public Transit information to the stadium can be found here. Meet up with Ombuddies in the Ombuds Lounge (Picasso Room) at 6:00 PM to coordinate rideshares and chat before the match. This is not an IOA-sponsored event.
Questions? Reach out to Deanna: [email protected]

Early Morning Activities

Run | Meet in Ombuds Lounge

Pilates | Soprano

Choir Practice | Concerto A

Opening Keynote: Being a Professional Listener in a Time of Uncertainty, Volatility, and Polarization | Adar Cohen | Symphony 1-3

Break | Overture Foyer 

CS 1A: Lions, Tigers and Bears, Oh My! Addressing External and Internal Policy Changes that Impact Ombuds Offices

Ellen M Miller, Sarah Klaper, and Jessica Kutcha-Miller

CS 1B: Ombudsing While Trans: Leveraging Queer Theory in Conflict Resolution Practice

Finn Schneider and Markku Makinen

CS 1C: Organizational Ombuds: Deliver on Your Promise of Confidentiality 

Megan Willoughby and Bruce MacAllister

CS 1D: Why Good Charters Are Important for Ombuds and their Organizations and How to Respond and Address Challenges to Adopting a Good Charter 

Chuck Doran and Allison Monyei Whaley

CS 1E: Effective Coaching in Ombuds Practice: The EASE Model

Brent Epperson and Laura Armstrong

CS 2A: Demystifying and Destigmatizing the Reality of Ombuds Litigation Involvement: Insights and Learnings for When It Happens to You

 Sean Banks

CS 2B: Practical Skill-Building for Ombuds Practice: Issue Identification

 Linda Brothers

CS 2C: Unraveling Stories: An Examination for the Narrative Curious Practitioner 

Nicholas Theotocatos

CS 2D: A Winning Combination: A Reciprocal Relationship with Student Interns/Workers in Ombuds Practice

Donna Buehler, Aasma Batool, Jivanto Van Hemert and Lana Smith-Hale

 CS 2E: Compelling Insights and Important Implications from IOA Surveys of Practice and Compensation

Jennifer Schneider, Mary Rowe, Timothy Hedeen, and Hector Escalante

Break | Overture Foyer I

Mary Rowe Keynote: The Intentional Ombuds Community | Heather Milner | Symphony 1-3

The Mary Rowe Honorary Keynote Address critiques 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 ombuds profession and associations throughout her career.

As ombuds, we are often assisting others at their worst moments. Assisting them with issues they are trying to resolve and helping them work through circumstances that can be very difficult. This can leave us as ombuds feeling many different ways. Drained, confused, curious, frustrated, or excited, relieved, enthused, informed and many other ways. Where do all these feelings go? Do you have a team? Do you work by yourself? Do you have an ombuds community? A place to share these feelings? Do you have a source of strength, knowledge, relief and support, and where you can offer the same. How do you get there? You may already have a community or several communities such as family, friends, faith, or some or all. You may be seeking to have more community. Are you intentional about it? Let’s explore how to be intentional in making ombuds community.

Break 

Afternoon Mini Sessions | Symphony 1-3

Mini sessions will each last 15 minutes with a 5-minute break between the start of each session. Participants will have the chance to join three sessions during this time.

Updates from IOA's Artificial Intelligence (AI) Working Group: A Discussion of How AI is Affecting Our Practices and Field, Including Possible Uses, Benefits, Concerns, and Resources

Julie Muroff, Steen Erik Larsen, A.P., Dennis Jones, and Brian Green

Passive-Aggressiveness: How to Help Visitors Navigate this Dysfunctional Conflict Management Style

Laura Umphrey

A Pound of Prevention: Unlocking an Underused Ombuds Competence

James Claxton

Fostering Organizational Connections Through the 4 Ps

Julia Farmer

The Light-Hearted Ombuds for the Heavy-Hearted Organization

Dr. Clare Elan Fowler

Ombudsing from Afar: Serving Effectively as a Multi-Site Ombuds

Catherine Briley

Establishing an Office: 4 Marketing Techniques on Little to No Budget

Michelle Kibby

Behind the Scenes of Year One: Honest Reflections for Emerging Ombuds

Bridgette Taylor

Dine-Arounds | Offsite

Join a group of 4-6 people and discuss a particular topic of interest together. The group will depart from the Ombuds Lounge at 6:00 PM unless otherwise noted. All participants are responsible for their dining expenses.

OmbudSing | Concerto A

Whether you like to sing and/or enjoy listening to music, we hope you’ll join us! If there’s a favorite song that you’d like to sing with your ombuddies, please email the song name, performer, (and the key if different from the original recording) to Dana Hinojosa and Chuck Doran at [email protected].

Registration Desk Hours 

Early Morning Activities

6:00 AM | Run | Meet in Ombuds Lounge

6:30 AM | Pilates | Soprano

6:30 AM | Choir Practice | Concerto A

Keynote: Dispatches from the Middle - Balancing Discretion and Duty Eric Muller and Dawn Osborne-Adams | Symphony 1-3

Constitutional law and legal ethics scholar Eric Muller, discusses his book Lawyer, Jailer, Ally, Foe: Complicity and Conscience in America's World War II Concentration Camps and, in conversation with Dawn Osborne-Adams, offers insights for ombuds on the responsibilities, opportunities, and dangers of working from the middle.

Break | Overture Foyer I

Concurrent Session Block 3 

CS 3A: Playing Well with Others: Improvisation Activities to Help Ombuds Meet the Moment

Adam Barak Kleinberger

 CS 3B: Beyond Words: Gestures as Tools for Communication and Belonging

 Ashley Meyer

CS 3C: Navigating the Landscape of Ombuds: Embedded vs. External Ombuds Services - Theory, Practice, and Real-World Challenges

Shannon Lynn Burton and Kira Nurieli

CS 3D: From Conflict to Clarity: Ombuds ROI in Times of Change

Sana Manjeshwar, Sue Diviney, Carolyn Esposito, and Dana Hafeed

CS 3E: Empathy at the Core: Advancing User-Centric Innovation in Ombuds Services

Alexandre Saint-Jean, Evariste Salndjouk

Break | Overture Foyer I

Concurrent Session Block 4 

CS 4A: Clarifying Session Focus: Enhancing Visitor Autonomy Before Exploring Solutions 

Angela Dash

CS 4B: Restoring, Transforming, and Healing - High Emotions, Trauma, and Mindfulness in Ombuds/ADR Practice 

Henry Yampolsky

CS 4C: Strange Bedfellows and Powerful Partners: The Ombuds, The Compliance Officer, Value, and Risk

Jennifer Mahony and Timothy Hogan

CS 4D: Integrating Ignatian Pedagogy, Empathy, Multipartiality, and Restorative Justice in Ombuds Work

Roy J. J. Pereira and Emelyn dela Peña

CS 4E: Research Update (RNA) 

Dr. Shannon Lynn Burton

Lunch Buffet | Overture Foyer I

Break

Common Reading | Symphony 4

Please join members of the Journal of the International Ombuds Association (JIOA) to discuss one of the recently published articles. This is an opportunity to connect with colleagues about the knowledge base for the field, debate ideas, and ask questions about writing for the JIOA. There will also be summaries & copies of the article available at the conference for those who would like to participate in the conversation but did not get the opportunity to read ahead of time.

Concurrent Session Block 5 

CS 5A: Photovoice: Expanding the Modern Ombuds' Toolkit to Provide Impactful Upward Feedback about Systemic Challenges Regarding DEIB

Birthe C. Reimers, PhD

CS 5B: The RESOLVE Framework: An Effective Approach to Conflict Management

Diane Holland

CS 5C: Navigating Mental Health Challenges During Workplace Mediations

Mushegh Manukyan

CS 5D: Talkin' 'Bout My Generation: Managing Multi-Generational Workspaces

Israela Adah Brill-Cass and Don Greenstein

CS 5E: Harnessing AI for Impactful Data Management and Presentation

Teresa Ralicki

Break | Overture Foyer I

Ombuds Stories | Symphony 1-3

Share your story!
Within the ombuds community, there is a rich diversity of backgrounds, identities, and personalities that impact our ombuds practice. The 'Ombuds Stories' event gives ombuds the opportunity to share how their unique life experiences and perspectives have led them to become an ombuds, shaped their ombuds work, and informed the way they do their work.
Please apply if you’re interested in presenting or coaching presenters.

Here are some prompts to help you frame your narrative:
* What first inspired you to fulfill the role of an ombuds?
*How has your educational background helped you succeed in this role?
*What professional experiences helped shape your path?
*What allows you to stay prepared for success in your role?
*How do you care for yourself to ensure your sustainability in this role?
*What guidance would you give others that are interested in starting their journey?

Logistical Details: Each storyteller will have a MAXIMUM of 7-minutes and be expected to provide a PPT to accompany the presentation. Storytellers will receive coaching prior to their presentation to help ensure it stays within the designated time limit.

Learn More and Sign Up

The deadline to sign up is 21 February.

Break | Overture Foyer I

Affinity Meetings

Academic Sector Meeting 

US Government/Federal Sector Meeting 

BON

Canadian Federal Public Service

Corporate Sector Meeting

K-12 Sector Meeting 

Mentoring Event: What Would You Do? Ethical Dilemmas for New Ombuds  | Symphony 4

This is a session for any practicing ombuds with less than two years of experience. Experienced ombuds will work with small groups and discuss a variety of realistic scenarios for the new ombuds to practice according to the IOA standards. This is an interactive session where all new ombuds get to participate and engage with each other and explore best practices.

Facilitators:

Scott B. Cantor
Ombuds and Professor, The University of Texas MD Anderson Cancer Center 

Melissa Connell
Ombuds Director, University of Colorado

Linda Falkson
Ombuds, Cornell University

Ronnie Thomson
Corporate Ombuds, Sandia National Laboratories

Shreya Trivedi
University Ombuds Officer, University of Central Florida

Late Night with IOA: 20th Anniversary Party | Sound Garden

9:00 AM – 2:30 PM 

8:00 AM – 9:00 AM 

9:00 AM – 9:45 AM

Early Morning Activities 

Run | Meet in Ombuds Lounge

Choir Practice | Concerto A

Research Cafe | Overture Foyer I

Grab a coffee and join members of the Research and Assessment Committee for IOA’s second Research Café! A research café brings the ombuds community together to create space to exchange research ideas, get peer feedback for an idea that they may have, and build potential research collaborations in a friendly and low-stake setting. Not only does this allow ombuds to connect with others interested in research, but also allows them to share their research journey – whether they have done research before or are just beginning.

9:45 AM – 10:45 AM 

Practice Edge/Undebate | Symphony 1-3

The Practice Edge/Undebate is the next generation of the Howard Gadlin Undebate that began in 2016. The intent of this plenary remains the same: To raise for discussion critical questions related to the practice of organizational ombuds. This session continues Howard’s encouragement to "push the envelope” in a way that challenges us to openly discuss difficult practice issues in a critically supportive manner.

The debate is a time to rethink the settled foundations of ombuds practice so that we can better understand our commitment to those foundations or begin the process of re-examining them?

10:45 AM – 12:15 PM 

Brunch and Ombsemble Performance | Symphony 1-3

12:15 PM – 12:45 PM

CO-OP Panel Session | Symphony 1-3

Exciting changes are coming to CO-OP certification! Pull up a seat to hear about what's new and what's next.

12:45 PM – 1:00 PM 

Break | Overture Foyer I

1:00 PM – 2:00 PM 

Concurrent Session Block 6 

CS 6A: Enhancing Accountability in the Ombuds Field: Best Practices and Strategies 

Diana Trillos

CS 6B: Culture Clash: Understanding and Resolving Conflict in International Teams 

Dona Yarbrough

CS 6C: We're Human Too: How to Tackle Conflict Among Ombuds 

Ernestine A.W. Duncan and Tessa Byer

CS 6D: Cultural Humility: A Lifelong Journey

Nadia Ferrara

2:00 PM – 2:10 PM

Break 

2:10 PM – 3:00 PM

Case Scenarios by Experience Level | Concerto A-D

Case Scenario by experience level: 1-3 years of practice
Case Scenario by experience level: 4-9 years of practice
Case Scenario by experience level: 10-15 years of practice
Case Scenario by experience level: 15+ years of practice

Description: This is a follow up session to the Mentoring Event. Using a common case scenario, this is an opportunity for ombuds to discuss the challenges and reality of ombuds practice. Each room will have multiple facilitators to guide small groups through robust practice, organizational, and intervention discussions.

3:00 PM - 3:30 PM 

Traveling Snacks | Overture Foyer I