Former Ombuds for African Development Bank Passes

James Nabina and his wife Christiana Nabina died in Ghana last week. Nabina served as Ombuds for the African Development Bank and had been active with the International Ombudsman Association and the Mediators and Ombudsmen of the United Nations System (UNARIO). Nabina worked as a career diplomat for Ghana and joined ADB in 1985 as a translator. He was appointed the third Ombudsperson of the Bank in March 2004. He was a presenter at the 2008 IOA conference and hosted the IOA training in Tunisia in 2007.

He is remembered for maintaining professional high standards for the profession, caring always for the needs of those who consulted him, and being ever diplomatic in his resolutions. UN Ombuds John Barkat said that Nabina, "possessed the skills of an ombudsman and mediator, but, more importantly, those intangible qualities that helped bind people when they were feeling broken, and encouraged when they felt hopeless."

Nabina left ADB in June 2008 and had been re-establishing his home in Ghana, where he continued to promote mediation and connect with other ADR professionals. Services will be held on January 17, 2009, in Navrongo Northern Ghana, preceded by a wake service on the 16th. James and Christiana Nabina left four children.

1/26/09 Update: Police are investigating the possibility of food poisoning. (Daily Guide Ghana.)

Profile of Ombuds at Texas Woman’s University

Derrell Bulls is a marketing professor at Texas Woman’s University and recently stepped down as the volunteer chairman of the board of Denton Regional Medical Center. “Dr. Bulls is both a valued colleague among his peers and a favorite professor to his students,” said TWU Chancellor and President Ann Stuart. “His agreement in 2006 to serve as the university’s first ombudsperson is but one of many contributions that mark his more than 30 years of dedicated service to TWU and its students.” Bulls attended Navarro College in Corsicana for two years, working his way through school on an oil rig derrick. He received an undergraduate and a graduate degree from what is now the University of North Texas and a doctorate from Texas Tech University. (Denton Record-Chronicle.)

"Best Careers" Include Mediators

US News and World Report says that being a mediator is one of the best jobs for 2009:

A mediator can often help resolve a dispute less expensively and with less conflict, whether it's a divorce, a discrimination claim, or the parent of a special-education student seeking more services from a school. Mediators don't decide who's right. They guide a discussion so the disputants can more wisely reach agreement and move on with their lives. Most mediators love their work, helping people beat their swords into plowshares.

The median salary, with eight years in the field is $59,700, with most experienced mediators making 42,700-$116,000. (US News.)

The future prospects for organizational ombuds are similar. Ombuds use a similar skill set and serve as an alternative dispute resolution resource for the stakeholders of an entity. Like mediators, ombuds are confidential, neutral, independent and informal. Unlike mediators, however, ombuds can work with individuals even before a dispute arises and provide feedback to the organization about systemic problems. Hundreds of entities have created ombuds programs, including universities, large corporations, government agencies and NGO's. For those with the aptitude, this is an important and growing profession.

Traits of an Ombuds

As Organizational Ombuds continue to define themselves, the following character traits seem an apt description:

• Alertness -- An Ombuds must evaluate information and simultaneously be alert to how it is presented.
• Patience and Tact -- An Ombuds must create and maintain rapport with the visitor to enhance the success of the process.
• Credibility -- An Ombuds must present himself in a believable and consistent manner, and be able to clearly articulate complex situations and concepts.
• Objectivity and Self-control -- An Ombuds must be totally objective and dispassionate in responding to information presented.
• Adaptability -- An Ombuds must adapt to the many and varied personalities which he will encounter.
• Perseverance -- Tenacity of purpose can be the difference between an Ombuds who is merely good and one who is superior.
• Appearance and Demeanor -- An Ombuds' organized and professional appearance will favorably influence individuals.
• Initiative -- Consistent and appropriate initiative is essential to a successful session.

Actually, this list was suggested by Sam Imperati as invaluable "Traits of a Mediator." Most surprisingly, he cribbed the list from an US Army manual for interrogators questioning suspected terrorists. (Mediate.com; Army Field Manual 2-22.3, Human Intelligence Collector Operations.)

Is the comparison disturbing or are the traits simply common to anyone who must deal with individuals successfully?

Related posts: Rules to Understand People and Avoid Conflict; Improve Listening Skills by Mirroring Gestures; How Important Are Appearances for Ombuds; Top Conversation Hacks; Ombuds Occupy Place on Bridge Between Psychology and Conflict Resolution; Thoughts on Impartiality.

Simon Fraser University Names New Ombuds

The top tier public university in British Columbia has appointed Jay Solman as its new Ombuds. For the first time, the position is being jointly funded by the Simon Fraser Students Society and the Graduate Student Society. Solomon said that, “The new model demonstrates that all members of the SFU community are committed to the principles of fairness and natural justice and that sends a very positive message to our students, faculty and staff.” Solman has worked at SFU for seven years, most recently as the manager of student and community life. He is currently training for an ultra marathon next October in the Sahara. (SFU News; SFU Profile.)

Related posts: Job Posting; Ombuds as Role Models for Bloggers; First Canadian Ombuds to be Honored With Stamp.

University of Colorado at Boulder Ombuds Publishes Bi-Annual Report

Tom Sebok, the University Ombuds at Colorado, said that 899 people contacted his office for assistance in the 2006-07 and 2007-08 academic years. The greatest number of requests were related to evaluative relationships. The 22-page report also summarizes the several transitions in the office over the past two years, including the retirement of Jack Kelso and Bob Fink, the departure of Carolyn Noorbakhsh, and the addition of Lee Potts, Donna Louden and Larry Singell. (CU Ombuds Office Bi-Annual Report.)

Related posts: Colorado U Honors Ombuds Office Administrative Assistant; Conflict Resolution Day at University of Colorado Features Ombuds.

Update: Standard & Poor's Appoints Ombuds

Despite the crisis devastating many financial services companies, Standard & Poor's has made good on its promise to create an Ombuds program. In a press release today, The McGraw-Hill Companies has announced that Ray Groves, the former chairman and CEO of Ernst & Young, will become S&P's first Ombuds, effective February 16, 2009. Groves will report outside of the S&P business units to Harold McGraw III, chairman, president and chief executive officer of The McGraw-Hill Companies, S&P's parent company, and will have accountability to the Audit Committee of McGraw-Hill's Board of Directors to provide an independent review of issues and concerns. (McGraw-Hill Press Release; CFO.com; Bloomberg.)

When prominent organizations decide to hire an Ombuds in response to public pressure, there are two models. The organizations choose either a seasoned Ombuds from outside the industry or a respected industry insider with little or no Ombuds experience. The first category is exemplified by the United Nations' choice of John Barkat and Alliance Bernstein's hiring of Jan Schoenauer. These Ombuds must learn the culture of the organization and industry, but can fall back on their existing Ombuds skills.

The alternative model was followed by the Red Cross, which hired Beverly Ortega Babers, and the Washington, DC Public Schools, which chose Tonya Vidal Kinlow. These new Ombuds are familiar with the setting, but must learn new skills and reestablish their new identity. Either way, these high profile Ombuds face a learning curve and the microscope.

Related posts: S&P to Hire Ombuds; Standard & Poor's Reiterates Commitment to Opening Ombuds Office.

University of North Texas Ombuds Releases Annual Summary

Belinda Newman, the University Ombuds for UNT reported that her office handled 68 matters in its first year. In the coming year, Newman intends to create a voluntary visitor survey and work to revise the UNT policy regarding Ombuds. (UNT Ombuds 2007-08 Annual Report.)

Related posts: U. North Texas Appoints Ombuds and Expands Office; Chronicle of Higher Ed Highlights UNT as Example of Ombuds Growth.

Internship With UN Ombuds Office

The United Nations Office of the Ombudsman is offering a summer internship to a graduate student who has informal dispute resolution experience and can speak more than one language. The intern will assist us in all aspects of daily operations, i.e. drafting and preparing reports, researching material on dispute resolution and preparing communications about the office for United Nations employees. The full-time, unpaid internship lasts 3-6 months. The deadline for applications is January 18, 2008. (UN Announcement.)

For those who can afford a summer without pay in NYC, this is a once-in-a-lifetime opportunity.

Prior post: UN Ombuds Reports on Activities Amid Concerns Over Progress on Reformed Justice System.

Kaye Scholer Implements Ombuds Program

The Diversity Committee for the large international law firm has established an Ombuds Program for its attorneys. According to the firm's website,

The Ombuds Representatives are neutral confidants who advocate not for a specific individual, but for equity, fair process and compliance with firm policy and procedure. The program was established with a special emphasis on issues concerning women, minorities, sexual orientation and religion. The Ombuds Representatives are available, however, to assist all attorneys in resolving work-related concerns in an informal, confidential and impartial manner. The primary goal of the program is to improve the overall working environment at Kaye Scholer.

Although he is not a member of the Diversity Committee, Kaye Scholer partner Jay W. Waks chairs The International Institute for Conflict Prevention & Resolution Employment Committee and has promoted the use of ADR and Ombuds programs for employment disputes. (Kaye Scholer Diversity; CPR Public Policy Projects.)

It's a good sign when attorneys practice what they preach.

Related posts: Job Posting at DLA Piper; MoFo Partner Backs Ombuds as Remedy for Micro-Inequties.

First Canadian Ombuds to be Honored With Stamp

In February, Canada Post will issue a stamp honoring Rosemary Brown, the first black woman elected to public office in Canada and the first woman to run for the leadership of a Canadian federal political party. Early in her career, Brown worked at Simon Fraser University where she set up the first Canadian Ombuds program. Brown was 72 when she died in 2003. (Canada Post Stamp Program; Montreal Gazette; Radical Campus; CBC Obituary.)

Ombuds attending the Joint Conference in Montreal in April should be sure to buy this stamp.

DC Schools Ombuds Lasts Just 14 Months

The first Ombuds for the Washington DC Public Schools, Tonya Vidal Kinlow, has apparently resigned after a little more than a year in the position. The Washington Post reports that Kinlow's office voicemail message says her resignation was effective on December 22. There was no further information available on the reason for her departure or when a successor might be appointed. Meanwhile, the DCPS Office of the Ombuds also released its November 2008 Report and Four-Month Analysis, showing that it had handled 325 cases in the first four months of the school year. (Washington Post; DCPS Ombuds November 2008 Report.)

Related posts: DC Schools Appoint First Ombuds; DC Schools Ombuds Reports Growing Case Load; DC Schools Ombuds Criticized for Slow Reporting, Praised for Hard Work.

Red Cross Ombuds Publishes Inaugural Report and Announces Cut-Backs

In her first annual report since opening the American Red Cross Ombudsman Office, Beverly Ortega Babers said that her office was utilized by 354 visitors in the 2007-08 fiscal year. Nearly 60% of contacts came from outside the organization and the total number of visitors has grown consistently. Unfortunately, Babers also noted that, like the rest of the Red Cross, her office has had to downsize and has lost colleagues who were essential to the start-up of the program. (Red Cross Ombudsman Annual Report 2008.)

Related posts: First Red Cross Ombuds Promises to Strengthen "Sacred Trust" With Public; Red Cross Ombuds Unveils Video.

Eaton Ombuds Issues Annual Report

The Office of the Ombuds for the Eaton Corporation reported that it received over 1,500 inquiries in 2007. Director Ilene Butensky said that 92.5% of visitors developed a plan of action with assistance from her office. The annual report also introduced Gennette Trípari as the Latin American and Caribbean Field Ombuds, who joins Associate Ombuds Crystal Bahr, and Field Ombuds John Simonetti and Evan Arrowsmith. (Eaton Ombuds Annual Report 2007.)

Related posts: Eaton Names Ombuds Director.

Pomona College Still Searching for First Ombuds

Six months after opening search for its first Ombuds, the prestigious private liberal arts institution has re-posted the job announcement. The part-time position requires fluency in Spanish, at least five years experience and an advanced degree. (SocialService.com.)

Prior posts: Pomona College Committees Endorse Ombuds Position; Pomona Students Press Demand for Staff Ombuds; Job Posting.