Lewis & Clark College Launches Ombuds Office

The small private, independent, liberal arts college in Portland, introduced a pilot Ombuds program in April. According to Lewis & Clark's president Tom Hochstettler, the project was recommended by an all-campus diversity committee, which identified the need for a resource for campus members who do not feel comfortable talking with administrative staff about sensitive interpersonal and professional matters. The new Ombuds office is staffed by former Associate Dean of the Graduate School Valerie White, who has taken training from the International Ombudsman Association. The progam will be staffed half time and operate on a pilot basis for several months, pending an evaluation by the college's Executive Council. (President's Announcement; Ombuds Homepage.)

Profile of Stanford Med Center Ombuds

Stanford University recently appointed Keith Smith as its new Ombuds for the School of Medicine. Although new to the medical side of the campus, Smith is well-known to the rest of the campus, where he has worked since 1977. His career began as an employee relations specialist, then in the affirmative action office. He did stints in human resources, development and the provost's office before landing back in employee relations, where he stayed for 18 years. "He came with a record of tremendous accomplishment and loyalty to the institution, and a reputation of being able to deal with complex, human problems in sensitive, thoughtful and supportive ways," said David Stevenson, MD, vice dean and senior associate dean for academic affairs at the medical school. Smith loves traveling, baseball, classical music, community service, musical theater and cooking. He started a theater club while serving in the Air Force, and he's been part of a campus group that performs Gilbert & Sullivan operas for 30 years. Smith is a graduate of the University of Michigan. (Stanford New Service.)

Prior posts: Job Posting; Stanford Appoints Med Center Ombuds.

Ombuds of Texas Unveils New Website

The Ombuds of Texas organization is an informal alliance of about one hundred government, university, corporate, school district and municipality Ombuds (classical or organizational) that was started in 2000. The group meets quarterly to discuss issues that impact the functions of an Ombuds, share information, and provide educational opportunities. This week, the Ombuds of Texas launched an updated website that includes a schedule of meetings, a list of members, links to other websites, a document repository, and frequently asked questions. (Ombuds of Texas.)

Related posts: Effort to Pass Shield Law Comes Up Short in Texas.

IOA Unveils Mentoring Program

In an effort to enhance the transition to Ombuds practice, the International Ombudsman Association is developing a mentoring program to connect novice Ombuds with experienced Ombuds. The mentor relationship provides new Ombuds an opportunity to get advice and to discuss the profession. IOA is now accepting applications for potential mentors (Ombuds with at least three years of experience) and those seeking mentors (Ombuds with less than one year experience). (IOA Mentor Sign-Up.)

U Penn Appoints Ombuds

The University of Pennsylvania has announced the appointment of Michele Goldfarb as Associate Ombuds, effective July 1, 2008. Goldfarb is currently serving as director of the Penn Women’s Center, a role she assumed in 2007. From 2006-07, she taught in the Penn Law School, primarily in the Civil Practice Clinic, and assisted in the Mediation Clinic, where she has been teaching as an adjunct professor since 1996. “Penn is fortunate to have someone with Ms. Goldfarb’s expertise in mediation and conflict resolution and deep knowledge of the University as its new associate ombudsman. A highly regarded teacher and university citizen, she brings a wealth of experience in alternative dispute resolution to her new role and we are delighted to have been able to recruit her into this new role,” said Joann Mitchell, vice president for institutional affairs. Ms. Goldfarb received her BA in history at Oberlin College and her JD at American University. (UPenn Almanac.)

Prior posts: Job Posting; U Penn Ombuds Issues Annual Report and Marks Retirement of Long-Time Associate.

Job Posting: U Tennessee

The University of Tennessee, Knoxville is accepting applications for its first-ever Ombuds. The move implements a recommendation from January 2005 and has generated almost no publicity. Applicants should have a PhD or other terminal degree, and at least five years of relevant job experience. Preference will be given to candidates who have experience in higher education. Salary range: $41,840-$85,070 per annum. No closing date indicated. (UTK Jobs; Salary Schedule; Quality Enhancement Plan.)

Auburn Looking for First Ombuds

After debating the creation of an Ombuds program for several years, Auburn University is finally searching for its first Ombuds. Dr. Bob Locy, chair of the University Senate, said “We expect that if the ombudsperson office works as well as it has at other institutions, the benefits of broadening the functions offered at Auburn will be obvious and clearly demonstrated by this trial.” Only applications from tenured full professors or retired faculty members will be considered by the selection committee. The search committee will begin reviewing applications June 2 and narrow the pool of candidates to no more than three finalists. The final decision will be made by the Executive Committee of the faculty senate. The new Ombuds will start in the fall and initially serve faculty and staff. (Opelika-Auburn News.)

Prior posts: Peek at the Long Playing Effort to Create an Ombuds Office at Auburn University; Auburn Faculty Revives Effort to Create Ombuds; Auburn to Implement Ombuds Program.

(Internal) Job Posting: UC Berkeley

The University of California at Berkeley is accepting applications for a Director and Ombuds for Students and Post-doctoral Appointees. The Director manages staff and ensures adherence to Ombuds standards of practice and code of ethics. An advanced degree and mediation certification are preferred. The listing is open to internal candidates only for three weeks. If this does not yield a sufficiently diverse pool of applicants, the posting will be extended. No salary available. (Northern California HERC.)

ICANN Ombuds Offers Advice for Attorneys

Frank Fowlie, the ICANN Ombudsman, is the subject of an interview published in the Spring 2008 issue of the American Bar Association Section on Litigation newsletter, “Conflict Management.” In the article, Fowlie has some words of wisdom for attorneys:

I would suggest that it is very important for a lawyer to realize that the Ombudsman process is not adversarial. The Ombudsman acts as an advocate for fairness, and not for either of the parties. The Ombudsman is interested in redressing unfairness, and in helping the organizational systems to be fair. The Ombudsman doesn't assess blame, nor attribute damages or compensation. So, I believe that clarity of any Ombudsman's role for a lawyer is critical.

* * * It is also important for lawyers to understand that the Ombudsman's work is done in private and in confidence, my Office does not act as a fact finding body for the purpose of providing evidence for litigation. I think that lawyers, like other third parties, can assist in the Ombudsman process by ensuring that there is a reasonable expectation of what an Ombudsman can do to resolve the issue ... and by ever bearing in mind that fairness is the key mandate for the Ombudsman.

(ICANN Ombudsman Blog; ABA Conflict Management Newsletter.)

Too often, Ombuds are inclined to disengage when confronted by an attorney. Yet visitors are increasingly likely (especially in the US) to retain counsel early in the dispute process. Thus, by withdrawing from interacting with attorneys, Ombuds voluntarily isolate themselves from a growing portion of the population. I encourage Ombuds to engage with attorneys who are working with visitors toward an informal resolution. (At the same time, I reassure Ombuds that competent and ethical attorneys will seek to exhaust informal avenues before formal processes.) Ombuds have an obligation to to explain our role to attorneys and not foreclose opportunities for a constructive dialog for informal conflict resolution. Fowlie's comments are on point in this regard.

Job Posting: Eaton Corp. (China)

Eaton Corporation has an opening for a Field Ombudsman in Shanghai, China. Initially, the position will manage the launching of an IOA-compliant Ombuds program for employees, including the development of materials, employee training and web page development. (Travel will be extensive during the launch of the program.) Thereafter, the Ombuds will field issues from employees for the purpose of protecting against abuse, bias or other improper treatment. A bachelor's degree is required and an MBA is preferred. Demonstrated experience dealing with employee issues at senior levels of an organization is required. The ideal candidate also will be proficient in Chinese and English. No salary or closing date indicated. (BrassRing AutoReqId 26027BR.)

Books for an Ombuds Library

Diane Levin at the Mediation Channel posts about print and online resources for mediators and negotiators. Her list of books would be a good place to start when building an Ombuds Office library.

Mediation, Conflict Resolution, and Consensus-Building

• Mediating Dangerously: The Frontiers of Conflict Resolution, by Kenneth Cloke
• The Promise of Mediation: The Transformative Approach to Conflict, by Robert A. Baruch Bush and Joseph P. Folger
• The Dynamics of Conflict Resolution: A Practitioner’s Guide, by Bernard Mayer
• The Mediator’s Handbook, by Jennifer Beer (for new mediators)
• The Power of a Positive No: How to Say NO and Still Get to Yes, by William Ury
• Breaking Robert’s Rules: The New Way to Run Your Meeting, Build Consensus, and Get Results, by Lawrence E. Susskind and Jeffrey L. Cruikshank

Negotiation

• Bargaining for Advantage: Negotiation Strategies for Reasonable People, by G. Richard Shell
• Negotiation Genius: How to Overcome Obstacles and Achieve Brilliant Results at the Bargaining Table and Beyond, Deepak Malhotra and Max H. Bazerman
• The Negotiator’s Fieldbook, edited by Andrea Kupfer Schneider and Christopher Honeyman
• Ask for It: How Women Can Use the Power of Negotiation to Get What They Really Want, by Linda Babcock and Sara Laschever
• Beyond Reason: Using Emotions as You Negotiate, by Daniel Shapiro and Roger Fisher

Decision-Making, Influence, and the Mind

• Influence: The Psychology of Persuasion, by Robert Cialdini
• Predictably Irrational: The Hidden Forces That Shape Our Decisions, by Dan Ariely
• A Mind of Its Own: How Your Brain Distorts and Deceives, by Cordelia Fine

She also has a great collection of links to online resources in these areas. (MediationChannel.com.)

Related post: Ombuds Libraries.

New Ombuds Workshop at the Midwest Summer Meeting

The Sixth Annual Midwest Summer Meeting of College and University Ombudspersons at Northern Illinois University kicks off with a full-day workshop on July 13. Designed for those new to the college and university Ombuds profession, workshop topics will include:

• A history of the profession;
• Professional ethics and standards of practice;
• Marketing the office;
• Working with consultees;
• Appropriate record-keeping;
• Addressing trends and patterns of problematic behavior;
• Relationships with other campus entities; and
• Additional topics identified by participants.

The workshop and meeting (on July 14) are remarkably priced at $65 and $35. (NIU Event Details.)

Colorado U Honors Ombuds Office Administrative Assistant

Administrative assistant Melinda Canino is the first person people speak to when the contact the Ombuds Office at the University of Colorado, Boulder. She has worked at the university since 1978 in service, academic and administrative areas, and has gained a broad understanding of the campus structure and culture. Recently, Chancellor G.P. "Bud" Peterson named Canino one of six Employees of the Year. (Inside CU Awards; Spotlight.)

The value of knowledgeable and diligent support staff for an Ombuds cannot be understated. Whether they are called administrative assistants, office managers, case coordinators or something else, Ombuds rely on their staff for much more than administrative support. Experienced staff provide valuable insights into organizational politics and history, and enhance Ombuds problem solving, outreach and upward feedback. Having worked in a solo office without support, I can personally attest to the critical benefit of partnering with administrative staff. Congratulations to Canino and the CU-Boulder Ombuds Office, and a heartfelt thanks to all of the individuals working with Ombuds to improve their organizations.

International Baccalaureate Opens Ombuds Office

In August 2007, the Board of Governors for International Baccalaureate (formerly the International Baccalaureate Organization, an international non-profit educational foundation), endorsed the creation of an Ombuds program to solve and anticipate problems as the organization continues its growth. Tony Flatley, IB's former International Heads Representative Committee chair, was recently appointed as the first Ombuds. Flatley emigrated to Canada over 30 years ago as a math teacher, and has managed private and state facilities, in elementary and high-school sectors, in cities and in the country. The IB Ombudsman website just went on line. (IB News; IB Ombuds Home; IB World Newsletter.)

Santa Monica Schools Considering Ombuds for Special Education Disputes

Beset by problems with its special education program, the Santa Monica-Malibu Unified School Board is considering systemic improvements to change the contentious dynamic between the district and the community. Among other things, board president Oscar de la Torre has suggested an impartial district Ombuds to mediate disputes between parents and the district. (SMMUSD Agenda; Malibu Times; Santa Monica Daily Press; The Look Out News.)

Other municipalities considering school Ombuds programs: Philadelphia; Loudon County; Little Rock; Pasadena; New Orleans; and Boulder.