The conference will include two and half days of keynote presentations, concurrent learning sessions, and general meetings and elections for FCO and ACCUO. Here is the tentative program:
Monday | April 15
Registration and Continental Breakfast
Welcome and Opening Address – Elder Clayton Shirt; Conference co-chairs: Lori Ciani, Ombudsman, Complaints & Accessibility Officer, American Express | Amex Bank of Canada; Martine Conway, Ombudsman, University of Ottawa; Nadine Mailloux, Ombudsman, Ville de Laval
Opening Keynote: The Ombuds, Crisis and Public Trust – Rob Behrens, Parliamentary and Health Service Ombudsman, U.K.
Concurrent Learning Sessions
- 1A – Size Matters: Dealing with student issues jointly as a one-person-office and on a national basis – Josef Leidenfrost, Office of the Austrian Student Ombudsman; Wolfram Aigner, Office of the Austrian Student Ombudsman; Panel Chair: Nora Farrell, Ryerson University Ombudsman
- 1B – How to Deliver Bad News: Managing Complainant Expectations – Amy Fish, Ombudsperson at Concordia University
- 1C – Terms of Reference Modernization Project – Sarah Bradley, Ombudsman for Banking Services and Investments
Networking Break
Concurrent Learning Sessions
- 2A – Confidentiality of Ombuds Files / Limits and Ways to Protect it (French presentation) – Joelle Thibault, Hydro Québec
- 2B – Ombudsing in Higher Education: Perspectives on Provincial and National schemes – Panel Chair: Carolyn Brendon, McMaster University
- 2C – ADR Chambers Banking Ombuds Office – Britt Parsons, ADRBO
Networking Lunch
Plenary: The Ombudsman Toronto Enquiry: A New Tool Offering Flexibility and Fairness – Susan Opler, City of Toronto Ombudsman
Concurrent Learning Sessions
- 3A – How to know everything: Operational Knowledge Management for Ombuds – Dave Murray, Office of the Ombudsperson of BC
- 3B – Leveraging Cultural Fluency for Impact – Nouman Ashraf, Rotman School of Management, University of Toronto
- 3C – “Go Big” or “Stay in Your Lane”? The issue of scope (Panel) – Charles Murray, Ombud New Brunswick
Networking Break
Plenary: Diversity, Inclusion and Belonging – RBC’s Journey – Natasha Kassim, Royal Bank of Canada (Introduction: Joanne Ardouin)
FCO – Annual General Meeting and Election of Officers (For Members Only)
Welcome Reception
Tuesday | April 16
Continental Breakfast
Plenary: The Rule of Law and Judicial Review – John Craig, Partner, FASKEN
Concurrent Learning Sessions
- 4A – Online Dispute Resolution and Ombudsman Work (Panel) – Ian Darling, CAT Chair; Herb Waye, Ombudsman ICANN
- 4B – Nova Scotia Office of the Ombudsman- Outreach Initiatives – Kenzie Kozera, Nova Scotia Office of the Ombudsman
- 4C – Segregation in Youth Custody: Manitoba, Alberta and British Columbia (Panel) – Sarah Malan, Office of the Ombudsperson of BC; Marie Langton, Office of the Manitoba Ombudsman; Kamini Bernard, Office of the Alberta Ombudsman
Networking Break
Concurrent Learning Sessions
- 5A – How Do You Measure Success? Ensuring the institution is seen as value added – Craig Dalton, Ombudsman, Office of the Veterans Ombudsman; Charles Cue, Senior Policy Advisor, Office of the Veterans Ombudsman
- 5B – Using the Concept of Intersectionality to Achieve Equitable Fairness – Carter MacDonald, Ombudsman, Camosun College; Natalie Sharpe, Director, Student Ombud Service, University of Alberta; Remonia Stoddart-Morrison, Graduate Ombuds Intern, University of Alberta
- 5C – Jurisdiction: Passive and Aggressive Push-Back in Nova Scotia – Ron Crocker, NS Office of the Ombudsman
Lunch
Concurrent Learning Sessions
- 6A – Workshop on the challenges of safe spaces on our campuses on freedom of expression-Case studies on interventions by ombudspersons (French presentation) – Julie Boncompain, Associate Ombudsman, Concordia University
- 6B – The New Financial Consumer Protection Framework: How it impacts banks’ complaint handling – Kevin Thomas, FCAC
- 6C – Ombuds & Violence Risk: What every Ombuds should know about violence risk identification, assessment and management – Richard Hart, ProActive ReSolutions
Concurrent Learning Sessions
- 7A –The contribution of dispute prevention and resolution methods to the investigation process of an ombudsman organization: the case of the Office of the Information Commissioner (French presentation) – Marc-André Bujold, Office of the Information Commissioner of Canada
- 7B – A Tangled Web of Municipal Accountability: A Municipal Integrity Commissioner’s View of Procedural Fairness – Suzanne Craig, Integrity Commissioner and Lobbyist Registrar, City of Vaughan
- 7C – Advancing fairness through proactive engagement and knowledge transfer: Highlights from the B.C. Ombudsperson Prevention Initiatives Pilot Program (2017-2020) – Rachel Warren, Office of the Ombudsperson of BC
Networking Break
Networking Session
ACCUO – Annual General Meeting and Election of Officers (For Members Only)
Wednesday | April 17
Continental Breakfast
Keynote Presentation: Mental Health in the Workplace & Building Resiliency – Dr. Katy Kamkar, Ph.D., C. Psych., Clinical Psychologist, Centre for Addiction and Mental Health (CAMH)
Networking Break
Plenary: There are no sacred cows or Ombuds – Howard Sapers, recently the Independent Advisor on Corrections Reform to the Ontario provincial government, and former Correctional Investigator of Canada; Nora Farrell, Ryerson University Ombudsperson
Concurrent Learning Sessions
- 8A – Recommendations accepted, but what about their implementation? (French presentation) – Claude Dussault, Ombudsman Québec
- 8B – Institutional Betrayal and the Role of Ombuds – Shirley Nakata, University of British Columbia; Richard Hart, ProActive Solutions
- 8C – Getting It Write: How to write compelling, persuasive reports and recommendations – Laura Pettigrew, Office of the Ontario Ombudsman
Conference Wrap-up
POST-CONFERENCE WORKSHOP (Pre-registration required) – KAIROS Blanket Exercise™
Related posts: Related posts: FCO and ACCUO Post Agenda for 2013 Conference in Halifax; ACCUO Chronicles Three Decades of Ombuds in Higher Education; FCO/ACCUO Posts 2015 Conference Agenda; ACCUO List of Past Conferences Highlights Ombuds History; FCO-ACCUO 2017 Conference Registration Opens; FCO-ACCUO 2019 Conference Call for Papers.
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