SBA Ombuds' Annual Report Acknowledges Cooperative Agencies

This week, the Small Business Administration Ombuds issued its annual report to Congress which rates federal agencies responsiveness to small business concerns. Ombuds Nicholas Owens cited the Nuclear Regulatory Commission and Homeland Security's Immigration and Customs Enforcement unit among the least responsive to regulatory and compliance issues during fiscal 2007. The 80-page commended six agencies for their regulatory compliance assistance and willingness to work with the Ombuds office: Centers for Medicare & Medicaid Services, U.S. Customs and Border Protection, Environmental Protection Agency, Occupational Safety and Health Administration and the departments of Transportation and Commerce. (Washington Post; SBA Ombuds 2007 Report.)

Explained: UC Santa Barbara Ombuds

The Ombuds office at the University of California, Santa Barbara was the subject of a recurring column in the local paper: Weird SB. Aside from this unwanted label, the article is positive and offers this description:

Anyone who has ever longed for a real person to speak to, instead of an automated system or a faceless bureaucracy, has actually been wishing for the services of an ombud — whether they knew it or not.

(Santa Barbara Independent.)

Priscilla Mori responds: "Thanks for the attention." (SB Ind.)

Advice on Keeping Members

Diane Levin at the Mediation Channel has posted an open letter for ADR professionals everywhere, with some advice on how to keep, not drive away, members:

• First, provide your members with useful information that helps them do their jobs;
• Second, provide value for those membership dues with regular programming in a variety of locations;
• Third, make sure that any increase in dues is fair;
• Third, provide discounts and services;
• Fourth, communicate with members regularly and reliably;
• Fifth, respond to member inquiries, questions, and concerns promptly; and
• Sixth, show appreciation to volunteers.

Do these things, Levin says, and members will renew and encourage others to join. (Mediation Channel.)

Although Levin's thoughtful letter is aimed at organizations for mediators/arbitrators (e.g., The Association for Conflict Resolution), it offers some valuable reminders for organizations that serve Ombuds too.

Army Launches Online Ombuds Program

The U.S. Army and the the University of Massachusetts Amherst have developed an online system for U.S. soldiers seeking treatment at the Walter Reed Army Medical Center and other Army medical facilities. With funding from the eBay Foundation and support from the National Mediation Board, UMass created a prototype online Ombudsman access portal that allows individuals to ask questions, post replies, or simply provide information to the Army Ombudsman. Ethan Katsh, UMass professor of legal studies at UMass and director of the National Center for Technology and Dispute Resolution, says the system is a safe, effective and confidential means of augmenting the existing advocacy program that is neutral and outside the chain of command. The online Ombudsman portal allows patients, family members, doctors, staff and the public to communicate with the Army Ombudsman anonymously. The Army’s online portal is expected to go online during the summer. (Newswise; NCTDR; ABA Journal.)

A critical issue for organizational Ombuds is balancing the need to embrace electronic communications while preserving confidentiality and avoiding creating a record. Because the problem is so daunting, many Ombuds simply choose to avoid email and other electronic communications. Ombuds will therefore be watching the Army's program closely to see if this is a viable solution.

Related posts: International Forum on Online Dispute Resolution; Senate Bill Would Create DOD Ombuds Office; Ombuds Not Exempt From Influence of Internet.

Job Posting: United Nations

The UN has posted two more Ombuds positions. The latest postings are for Case Officers in Kinshasa and Khartoum. (These offices each comprise a Regional Ombuds, a Case Officer and a Programme Assistant; the prior posting was for the Regional Ombuds.) Applications are due by August 30. (UN HR.)

ACR Conference Prominently Features Ombuds

Several Ombuds are slated to speak at the Association for Conflict Resolution Eight Annual Conference, set for September 24 through 27 in Austin, TX:

• Mini-Plenary 6 "Addressing the Needs of Soldiers and Their Families: Conflict Resolution Responses to Returnee Issues" will cover the development of the ombuds program at Walter Reed and the Army Medical Command by panelists including Daniel Rainey;
• Workshop 1.03 "The Ombuds as Student: Using What We Learn" is a structured discussion about lessons learned through work as Ombuds, led by Wayne Blair and Laurie Mesibov;
• Workshop 2.10 "Development, History and Outcomes for Successful Ombuds Office in World-Renowned University of Texas, M.D. Anderson Cancer Institute," will review the lessons learned in the creation of an Ombuds program, by Anu Rao and William Brock; and
  
• Workshop 6.02 "Ombudsman Applications Within Public Institutions - Alive and Well!" will feature the heads of Ombuds programs for a state office, a city, a school district; and, a state youth commission.

(ACR Conference Info.)

UC Riverside Launches Externship Program

Office of the Ombudsman at the University of California, Riverside has launched an externship program. Soraiya Campbell, who is finishing her Masters in Dispute Resolution at the Straus Institute for Dispute Resolution, is expected to start this week for a summer-long externship. As an extern, Campbell will shadow the University Ombudsman Indu Sen, see visitors and follow up on cases, and assist the office develop conflict resolution programs, among other duties. The UCR Ombuds office is following a similar externship format as the UC Irvine Ombuds office by providing externs with a structure yet the independence to find their own practice style.

Related posts: UC Riverside Appoints Ombuds; Profile of UC Riverside Ombuds.

Job Posting: Dept. of Defense

The Defense Human Resources Activity is hiring a Program Analyst for the Ombudsman Directorate in Arlington, VA. The position is essentially a case manager and national Ombuds for the agency's military employment and reenlistment issues. A primary duty will be coordinating 300 volunteer Ombuds who interface directly with Military Reserve and National Guard service members and civilian employers. Knowledge of military culture and the Uniformed Services Employment, and Reemployment Rights Act in particular, are required. In addition, applicants must have, "Extensive knowledge of the requirements to perform Ombudsman duties (Mediation) and responsibilities." Salary ranges from $47,639 to $107,854 per annum. Applications are due July 14. (Federal Government Jobs, vacancy no. DHRA-08-196437.)

Ohio U. Selects Interim Ombuds

Merle Graybill has been named interim Ombuds for Ohio University for a one-year period. Graybill has worked for Ohio University since 1993, and currently serves as director of campus-community engagement in the College of Education. For more than 20 years, she was in private practice as a curriculum consultant and trainer in the areas of adult education, diversity, leadership, conflict resolution and management. Graybill earned her B.S. in Psychology from Union Institute and a M.Ed. in Educational Administration from Ohio University. She is also a licensed social worker. Elizabeth Graham, who has been the University Ombuds for the past six years, returns to her position as a professor in the School of Communication Studies. (OU Outlook; Athens Messenger; OU Profile.)

Related post: Ohio U. Ombuds Issues Annual Report and Considers Adopting IOA Reporting Categories.

New Ombuds Program at Coastal Carolina U.

Coastal Carolina University has appointed Charmaine Tomczyk as its first Faculty Ombuds, effective August 1. Tomczyk currently serves as Coastal's associate director of Library Services and has previously been the faculty senate chair and associate vice president for academic affairs. She earned a bachelor’s degree from the University of Connecticut and a master’s degree in library science from Southern Connecticut State University. Already, she has joined IOA's Professional Ethics, Standards and Best Practices Committee. Tomczyk will serve as Coastal's Faculty Ombuds on a trial basis for 18 months. (Coastal Newsletter; Faculty Profile; Faculty Task Force Report.)

Immigration Ombuds Issues Annual Report

The United States Citizenship and Immigration Services Ombudsman has released its 2008 report to Congress addressing "progress in resolving long-pending FBI name checks, and the unusually large 2007 summer surge of approximately three million applications sent to USCIS." The Ombudsman makes ten specific recommendations for the immigration system. (USCIS Annual Report, via Immigration Daily.)

Related posts: Profile of New Immigration Ombuds; Summaries of Forums Hosted by Immigration Ombuds Available Online; Annual Report Round-Up.

Complaint Letters Are More Effective Than Email

Many Ombuds coach visitors to write effective letters detailing their concerns and requesting a remedy. (See examples from MIT, Ohio Univ., and UNC.) Blogger Margaret Garcia-Couoh suggests that "The Letter Always Wins" over email or other methods. (Wise Bread.) This advice is especially true if supporting documents can be attached.

Related post: Using Email in Dispute Resolution.

Trendspotting: Online Bullying an Emerging Issue for Ombuds

Recent articles indicate that virtual bullying will an important issue for organizational Ombuds:

Researchers at UCLA have been startled by the "seemingly innumerable" ways that children bully and cheat each other in virtual worlds. UCLA doctoral student Deborah Fields, who wrote the paper with professor Yasmin Kafai, said players were much more willing to engage in behavior that they wouldn't in the real world. "I don't think they feel monitored," she said. "It's way less monitoring than they probably have in school from just the presence of a teacher." (LA Times.)

Other children are not the only victims. Teachers have faced online bullying through social networking sites Facebook and Bebo. A Childnet International Report has recommended that teachers should be taught how to use social networking sites effectively as part of their pupils' education. (ATL News.)

These young bullies eventually become part of the workforce with dire consequences. In March, University of Manitoba researchers reported that the emotional toll of workplace bullying is more severe than that of sexual harassment. (From the Playground to the Boardroom: Workplace Bullies.

Twelve years ago, University of Massachusetts professor and Director of the National Center for Technology and Dispute Resolution Ethan Katsch predicted the need for Ombuds to be ready for conflict arising from virtual environments. (The Online Ombuds Office: Adapting Dispute Resolution to Cyberspace.) He suggested the need for online Ombuds offices staffed by people familiar with dispute resolution and technical expertise. He proposed specific ways to facilitate communications, while protecting the confidentiality of the process.

Yet so far there are no virtual Ombuds offices and few that offer any online services. Indeed, most Ombuds websites serve only to disseminate information and do not permit dialog. It seems clear that Ombuds eventually will be obligated to be more responsive to virtual bullying. The only questions are "How?" and "When?"

Related posts: Ombuds Not Exempt From Influence of Internet; Study Finds Workplace Bullying Widespread; ICANN Ombuds Explains On-Line Dispute Resolution; International Forum on Online Dispute Resolution.

New Website for California Caucus

Larry Wichter is hosting an unofficial wiki with information about the California Caucus of Colleges and University Ombuds. A highlight of the website is information about CCCUO's 35th annual conference set for November 16-19, 2008, at the Asilomar Conference Center in Pacific Grove, California. The site also has information for the CCCUO Journal, which is now accepting manuscripts. (CCCUO Wiki.)

Related post: Journal of the CCCUO Calls for Papers.

Profile of National Grid Ombuds

Kenny Moore left the priesthood 23 years ago and eventually became the Corporate Ombuds for Keyspan. The company was acquired last summer by National Grid, one of the world's largest energy providers. The story of his work with the CEO of Keyspan was the basis of a best-selling business book in 2004. Moore easily reconciles his Corporate Ombuds work with his religious philosophy:

From a business point, a person using their gifts contributes to the bottom line," Moore said. "From a theological point of people using their gifts contribute to common good and betterment of the world."

A company's success is not just measured by profitability, Moore said, but the emotional and spiritual health of its employees. The article also includes a brief history of the Ombuds profession provided by IOA Board member Judy Bruner. (North Jersey Record.)

Moore enunciates the difficulty Ombuds face when attempting to quantify their benefit within the profit-driven corporate model. A financial cost-benefit analysis overlooks the more subtle, but potent effects an Ombuds makes in workplace wellness.

Related post: HR Professionals are Also Struggling to Define Effectiveness.