Gerry Hays: Former Sandia Ombuds

Gerry Hays, who served as an Ombuds for Sandia National Laboratory in New Mexico from 2004 to 2007, passed away on April 25, 2009. He worked at Sandia National Laboratories for his entire professional career, primarily as a research scientist and research manager specializing in plasma physics. (Albuquerque Journal.)

Summer Meeting and New Ombuds Workshop at NIU

The Northern Illinois University Office of the Ombudsman will host the 7th Annual Summer Meeting for University and College Ombudspersons on July 13 in DeKalb, IL. The morning session will include opening sessions such as “Listening Skills for Ombudspersons” and “Avoiding Ombuds Burn-Out.” The afternoon will include case-study breakout sessions, general discussion, and evaluation. For an additional cost, new academic Ombuds can attend an all-day workshop on Sunday, July 12. Workshop topics will include 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, and relationships with other campus entities. (NIU Ombuds Office and Summer Meeting Info.)

Related posts: NIU Ombuds Reflects on Campus Tragedy; Midwest Meeting of University & College Ombuds.

Ombuds to be Featured at International Education Conference

The Association of International Educators 2009 Annual Conference and Expo holds in Los Angeles, May 24-29, convenes leaders to discuss the global environment of higher education. On May 29, Jenna E. Brown, Ombuds at the University of Denver, and Josef Leidenfrost, Austrian Student Ombudsman and and co-founder of the European Network for Ombudsmen in Higher Education will present a concurrent session. “Friend or Foe: The European and American Ombudsman in Higher Education” will provide information about Ombuds in higher education on both sides of the Atlantic, and explore ways in which professionals in the international education arena can use this resource or similar resources on campus. (NAFSA Conf Info; Ombuds Session Details.)

Related posts: ENOHE Annual Conference in Germany; ENOHE Latest Newsletter.

Whitworth University Rejects Call for Ombuds

An ad hoc task force that studied gender issues at the private Christian liberal arts college in Spokane, Washington, has recommended a strategic plan to address subtle sexism on the campus. The study recommended appointing an ombudsperson to help people deal with conflict or go to when actions were perceived as hurtful as well as developing training/workshops dealing with conflict. Vice President Dale Soden said the school has chosen not to create that position specifically at this time. (The Whitworthian.)

Trustee Gives Good Marks to Montreal Schools Ombuds

Sue Huff, a trustee for Edmonton Public Schools, blogs about Patrick Robardet’s first report as the Commission scolaire de Montreal Ombudsman (actually his second annual summary). Huff says she was impressed by the report card: “Stats and results were measurable and the recommendations he brought forward to improve District communication and decrease conflict were unanimously adopted by the Board. He was quite stunned to see this level of agreement.” (Sue Huff's Blog; CSDM Ombuds Reports.)

Related post: Montreal Creates Schools Ombuds.

Update: ICANN Board Approves Ombuds Protocol

The Internet Corporation for Assigned Names and Numbers Board of Directors has ratified the the operational guidelines for the Office of the Ombudsman. The approved document soon will be translated into five languages. (ICANN Ombuds Blog.)

Prior post: ICANN Opens Comment Period for Ombuds Protocol.

NIH Ombuds Addresses the Complexities of Race-Related Conflict

Drawing on his decade of experience as the Ombuds for the National Institutes of Health, Howard Gadlin writes about how mediation can address race-related workplace conflicts in this month's Dispute Resolution Magazine. Gadlin offers two related ways EEO mediation can respond to the complexities of racial discrimination complaints: (1) as a conflict resolution process by which race-related conflicts and individual complaints of discrimination can be voiced and settled; and (2) as a process suited to exposing the dynamics (including the power dynamics) of interracial tensions and conflicts and creating a basis for improving the work relationship between disputing parties of different races. Nonetheless, he is concerned that EEO ADR processes have failed to improve the racial climate of feral agencies. Gadlin therefore believes that, “we must find some way to transform the structure and process whereby EEO cases in the federal government are brought to mediation.” (Dispute Resolution Magazine.)

Related post: Perspective on Ethical Standards for Federal Mediators and Ombuds.

Ombuds Training in Malibu

The IOA Ombudsman 101 course is being offered at Pepperdine University June 11-13, 2009. The 2½-day program provides basic information and training for the Organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality. This is the first time the 101 course has been offered in conjunction with a university. The cost before May 1 is $1,095. (Pepperdine 101 Registration Info.)

University of Victoria Ombuds Issues Annual Report

Martine Conway, Ombuds for UVic, reports that her office handled 427 matters in 2008. In addition to extensive recommendations for systemic change, the report also features a photo from the 30 year anniversary of the office. (UVic Ombuds Report.)

Related post: University of Victoria Ombuds Office Marks 30 Years.

Additional Joint Conference Materials (Updated)

FCO President and Ontario Ombudsman André Marin's opening remarks and welcome are posted in full. (Ombudsman Ontario.)

François Boileau, French Language Services Commissioner, promises his perspective on sessions. (FLSC Commissioner's Blog.)

Gareth Jones, Office of the Ombudsman of Ontario, who presented the session on “Whistleblowers: Thank You and Good-bye,” has a brand new book that will interest Ombuds. “Conducting Administrative, Oversight & Ombudsman Investigations” was published this week. (Canada Law Book.)

D.A. Graham has posted lots of pictures and video from the conference. Some are embarrassing. (Facebook.)

“Using the Third Party” by ICANN Ombudsman Frank Fowlie, John Zinsser, Managing Principal of Pacifica Human Communications LLC, and Shellee Warnes, Associate Director of the Strauss Institute at Pepperdine University. (Powerpoint Presentation via ICANN Ombudsman Blog.)

Check back for updates.

New Ombuds Program at Ontario College of Art & Design

Last week, the OCAD Students Union introduced its first Ombudsperson, Jody Nyasha Warner. Prior to her appointment, Warner was a reference librarian at nearby York University. She has a longstanding interest in, and commitment to, antiracist and anti-oppression politics. Warner co-founded the Race Equity Caucus for librarians and faculty at York, and has served on the board for the Centre for the Study of Black Cultures in Canada. She has written on the cultural importance of academic libraries, and also authored a children’s book, Viola Desmond Won't Be Budged, which will be published this summer. (OCADSU Ombuds; Warner Bio.)

University of South Carolina Starts Visitor Survey

Following through on his promise to survey visitors to his office, USC Ombuds Jim Augustine has implemented an on-line tool to measure visitor satisfaction. The webpage promises, “There is no way to identify who submits feedback through this mechanism.” (USC Ombuds Survey.)

Related post: University of South Carolina Ombuds Publishes Annual Review; Central Washington University Surveys Ombuds Users.

Facebook Group Parodies Ombuds

An new group on Facebook spoofs Ombuds and on-line dispute resolution programs. Here are highlights of the Facebook Ombudsman Service:

• It’s our job to help settle individual disputes between various annoyed parties who are at high risk of poking each other into oblivion or something much worse that cannot be spoken of on this page especially if your mental age means that you cannot watch movies like Pirates of the Caribbean.
• We can consider complaints about a wide range of subjects from excessive poking to dealing with those annoying taggers. Each year we deal with half a million enquiries and settle 100,000,000 disputes.
• Don't expect us to be independent or impartial – we're up for sale to the highest bidder.
• We are not a regulator ("watchdog") or a trade body or a consumer champion. Our role is to stick our oar in, play devil's advocate and hopefully finish up with a completely unfair ruling. We believe that it would just be pansy to give both sides a 'fair hearing', I mean where's the fun in that, eh?
• We can often resolve disputes informally, but some cases are more complex and take more time. On average, we settle most disputes within six to nine years. If we are feeling particularly lax...ahem, sorry... if we are particularly busy it could take up to twenty years.
• Facebook users do have to accept any decision we make. We are judge and jury - so there! All decisions are binding both on them and on everyone affected. No seriously now... our decisions are not binding upon any of the parties involved, however, if you choose not to abide by them we will send around the heavies...
• Our service is confidential - we do not publish the names of the complainants whose complaints we handle.... unless they are particularly juicy in which case, we will forward all details to everyone on our friends list.

The unofficial group already has 139 members. (Facebook Ombudsman Service.)

Ombuds of Texas to Meet May 13

The Ombuds of Texas will convene on May 13 at a new location, the LCRA Redbud Center in Austin. The program will feature presentations by Mary Thompson of Corder & Thompson and S. Arjumand Mubaarak of the US Office of the Independent Ombudsman. The group will also continue work on governance issues. (OOT Meeting Agenda.)

US News Ranks Top ADR Grad Programs

The always controversial rankings by US News & World Report are out. Within the law schools, the magazine rates the top ten programs in dispute resolution:

1. Pepperdine (Straus)
2. Missouri
3. Harvard
4. Hamline
5. Ohio State
6. Marquette
7. Oregon and Yeshiva University (Cardoza) - tie
8. UNLV
9. Fordham

Of these programs, only Pepperdine offers Ombuds courses. On the other hand, Pepperdine closed its Ombuds office this year. Missouri, Harvard, Hamline, Marquette, Oregon, and UNLV all have campus Ombuds programs. (US News via ADR Prof Blog.)

Related post: Pepperdine Law School Revives Ombuds Course.

New Ombuds at York University Defends Impartiality

York Federation of Students president Krisna Saravanamuttu called the recent appointment of John McCamus as University Ombuds “highly problematic,” and said it represents the lack of impartiality within the administration. Saravnamuttu questioned McCamus’s ability to be impartial given his current employment as a part-time faculty member at York. McCamus insisted there is no need for concern. “I’m not dependent on York for my livelihood. I continue to teach part-time because I enjoy teaching so much, but I’m quite independent in terms of my welfare. I’m quite independent of York University, and I would have no trouble offering appropriate criticism if I felt it was appropriate,” he said. (Excalibur Online.)

The student’s concerns are not unique and stem simply from a misunderstanding of the structure and function of an Ombuds office. Indeed, all Ombuds offices are vulnerable to such criticism, but that hasn't deterred hundreds of organizations. More significantly, the situation underscores the need for Ombuds to continually educate the organization to dispel suspicion.

Related post: York University Names New Head of Reformed Ombuds Office.

Profile of George Mason University Ombuds

Dolores Gomez-Moran is the subject of an article in GMU’s campus newspaper. She became the first Ombuds when Mason established the in 1999. Initially, the office handled only for academic issues. In 2007, Gomez-Mason’ responsibility was expanded to cover nonacademic issues as well. She compares her work to assembling a puzzle. “Sometimes I start the puzzle by doing the border first, and other times I have to start with the interior, but at the end, all the pieces have to click,” she said. Gomez-Moran has a master's degree in counseling psychology from Boston College and a bachelor's degree in psychology from the University of Oviedo in Spain. (Mason Gazette.)

American University of Kuwait Unveils Ombuds Program

The private liberal arts institution in Kuwait City has established on Ombuds for students. According to the AUK website:

The role of the Ombudsman is to provide students with an independent, confidential unbiased and impartial perspective, and provide guidance and information on fair processes, policies, and rights. Topics may include academic challenges, interpersonal conflicts, harassment, and policy clarification. The Ombudsman serves as a source of information for students, guides them to appropriate personnel, and assists students with interpreting University policies and procedures as well as on-campus resources.

Joanne Hands, Director of the Student Success Center, currently serves as the AUK Ombuds. (AUK Ombuds Webpage.)

Jackson Hole Hospital Creating Ombuds Office

The trustees of St. John’s Medical Center in Jackson Hole, Wyoming, unanimously agreed to begin the process of hiring an Ombuds to improve communication among hospital staff, administrators, trustees and patients. Trustees will require that the Ombuds maintain strict confidentiality in communications; be an excellent listener, communicator and negotiator; and have experience in conflict resolution. (Jackson Hole Daily.)

If implemented, this would become the first Organizational Ombuds program in Wyoming.

University of Nevada, Reno Ombuds Issues First Annual Report

Pamela Haney, who established the UNR Ombuds Office in April 2007, has published the first annual report on the activities of her office. (There was a prior report summarizing the establishment and first nine months of the program.) Haney reports that she consulted with 94 visitors in 2008 and that most concerns regarded academic faculty related issues. The report relies on the IOA Visitor Issue Categories Guide to summarize data. (UNR Ombuds Home.)

Related posts: Profile of New Ombuds at University of Nevada, Reno.