First Report From Standard & Poor's Ombuds Raises Questions About Usage

S&P's Ombudsman, Ray J. Groves has published the first annual report summarizing the activities of his office. The report does not provide the total number of cases handled in 2009, but says that 85% were from external sources; 85% were from the U.S.; 50% concerned S&P's ratings; and only 12.5% requested anonymity.

In the report, Groves explains that the program was created in January 2009 "to address concerns about potential conflicts of interest and analytical and governance processes that are raised by clients, employees and market participants who use S&P products, services and opinions" anywhere in the world. The Ombuds promises confidentiality to inquirers who wish to remain anonymous and offers a balanced and independent approach. (S&P Office of the Ombudsman.)

Related post: Standard & Poor's Appoints Ombuds.

The most curious aspect of the S&P Ombuds report is that it does not provide the total number of cases.  Moreover, all of the data is significant to no less than 2.5%.  In other words, it is possible that the program handled as few as 40 cases.  This would be surprising indeed.  The S&P Ombuds program was widely covered in the financial press and the company took out advertisements in the NY Times, Wall Street Journal, and Washington Post. The company itself has over 10,000 employees and serves nearly two dozen financial markets around the world. Most corporate Ombuds programs that serve internal and external constituents handled hundreds of cases annually. So, there are two questions: Why didn't the S&P Ombuds office have more cases? or, if it did, Why didn't it report the number of cases?

Job Posting: Federal Bureau of Investigation

The FBI is hiring a Supervisory Ombudsman to work in Washington, DC. The GS-15 position serves as the Chief Ombudsman and consultant to the Director and FBI Executives, and as an expert advisor to managerial, supervisory, Special Agent and professional staff personnel throughout the Bureau.

The Chief Ombudsman also directs, develops and administers the FBI's informal conflict resolution program.  The position pays $123,758-155,500 and is open to internal and external candidates. Applications are due May 11; internal applicants should use the appropriate vacancy posting. (FederalGovernmentJobs, vacancy nos. 00-2010-0080 and 00-2010-0087.)

Related posts: (Internal) Job Posting (2009); CoFO Elects Officers; Federal Court Holds That Complaint to FBI Ombuds Does Not Satisfy Prisoner's Exhaustion Requirement.

Indian Software Lobby Urges Companies to Create Ombuds Programs

The National Association of Software and Services Companies, the Indian trade group for software and outsourcing industries, has just released a report on corporate governance practices that includes an endorsement of Ombuds.

NASSCOM's Governance and Ethics Committee listed several recommendations "to establish highest standards of probity and corporate governance within the IT-BPO industry." These suggestions include the call for companies to implement whistle blower policies and create Ombuds positions.  The report describes the Ombuds as follows.

Ombudsperson concept

It is important for organisations to provide a robust structure for stakeholders across the globe to raise their concerns. Organisations can introduce the concept of an ombudsperson to give stakeholders the confidence and accessibility to raise their concerns.

An ombudsperson is one who investigates reported complaints, report’s findings and helps to achieve equitable settlements. An advocate of ‘fairness’, he/she is expected to resolve conflicts and employee concerns in the organisation, guided by the principles of justice, objectivity, confidentiality and independence.

The ombudsperson should preferably be a person from the company’s senior management. The key characteristics of an ombudsperson is his/her impeccable reputation for integrity; they should be known as a just and trustworthy person. It is also necessary for an ombudsperson to have excellent problem-solving and conflict resolution skills. He/she should be an excellent communication conduit between conflicting parties to find a solution. An upholder of human values in the organisation, the ombudsperson should possess the sensitivity to view a situation from different perspectives.

The responsibilities of an ombudsperson are listed below:

• Providing options to whistleblowers with ethics concerns. The ombudsperson is responsible for resolving ethical dilemmas by interpreting policies and procedures
• Evaluating the situation, helping stakeholder/s organise their thoughts, assessing their feelings, and deciding on what is important and relevant to the specific circumstance
• Ensuring that the stakeholder/s blowing the whistle are protected against any abuse, bias or improper treatment
• Ensuring confidentiality of the stakeholder/s, if desired by them
• Investigating the concerns raised by the stakeholder/s and reporting the findings of this investigation
• Taking appropriate action to resolve the issue
• Working towards strengthening the policies and procedures based on his/her understanding and the outcome of the investigation.

(PC World; NASSCOM.)

Some will find the NASSCOM Ombuds model surprising, since it incorporates elements of both the Organizational and Classical Ombuds models.  For example, the NASSCOM model is confidential, as are both Classical and Organizational Ombuds.  The duty to investigate is shared with Classical Ombuds; whereas the duty of neutral conflict resolution is more akin to the role of Organizational Ombuds.  Most striking, is NASSCOM's recommendation that the Ombuds come from the ranks of senior management.  By contrast, the Classical and Organizational models assert that Ombuds should report to senior managment, but have no conflicting collateral duties.  Yet, it cannot be said that one model is "better" than another.  Indeed, there are more similarities than differences.

Related posts: India Moves Forward with Health Ombuds; New Handbook of ADR in India Touts Role of Ombuds; India Commission Recommends Ombuds for New Universities; Job Posting: Eaton Corp. (India).

Werner Institute Opens Portal for ADR Community

The Werner Institute for Negotiation & Dispute Resolution at Creighton University has created a site for ADR-related news, events, and information: ADRhub.com. Jeff Thompson, who blogs at Enjoy Mediation, is force behind the portal, which is open to academics, practitioners, students, and others interested in dispute resolution. The site is emerging as a great resource for the field. (ADRhub.)

I am proud to say that I am one of the featured bloggers (although much of my content is derived from the Ombuds Blog).

Related post: Ombuds News Round Up at Enjoy Mediation.

OO Blogger Reviews Online Dispute Resolution Technology

Clayton Gilman's latest post at the Organizational Ombudsman Blog explains that all of his clients to date have used ODR. After trying several applications, he now endorses Juripax "because of its emphasis on proper preparation at the time of intake and focus on ethical and transparent procedures." (Organizational Ombudsman Blog.)

Related posts: ICANN Ombuds Explains On-Line Dispute Resolution; International Forum on Online Dispute Resolution; Army Launches Online Ombuds Program; Prior posts about OO Blogger.

Summer Institute on Conflict Management in Higher Ed Will Feature Ombuds

Dorothy Graham, the Ombuds for Kennesaw State University, will lead a workshop at the retreat sponsored by the Consortium on Negotiation and Conflict Resolution. The tenth annual institute takes place July 26-30, 2010 at the Jekyll Island Club Hotel in Georgia and includes a range of programs for college and university administrators.

Graham's workshop, "Less Stress, More Success: Handling the Problem," is offered on July 28.

This class is for anyone whose job is to handle complaints and resolve problems. Participants explore the nature of complaints, listening effectively to complaints, skills for problem solving, creating alliances for complaint handling across the institution, and navigating in an intercultural environment. This interactive class includes discussion, exercises, and case studies.

Graham is an active member of the International Ombudsman Association and currently serves on the editorial board of the Journal of IOA. She also serves as ADR Campus Liaison to the University System of Georgia Board of Regents. The cost is $190 for USG employees and $265 for all others. (CNCR 2010 Brochure.)

Congress Must Resolve Ombuds Issue Before Passing Financial Reform Bill

As the U.S. Senate grapples with legislation that would overhaul financial regulation, two proposed Ombuds programs could become an issue. The recently approved House bill would create Ombuds programs for the Securities and Exchange Commission and the Public Company Accounting Oversight Board. As currently drafted, the Senate bill does not.

In December, the House of Representatives passed the Wall Street Reform and Consumer Protection Act of 2009 (HR 4173), which included new Ombuds programs for the SEC and PCOAB. These two Ombuds programs would act as confidential liaisons between the agencies and individuals or firms with concerns regarding regulatory activities. As such, the Ombuds programs would would be similar to the Office of the Ombudsman for the Financial Industry Regulatory Authority.

Although some in the financial services industry have been calling for Ombuds program for years, the pending Senate bill (S 3217, "Restoring American Financial Stability Act of 2010") does not mention Ombuds. If the Senate bill is passed, a conference committee would need to resolve the differences between the two bills, including the proposed Ombuds programs. (Open Congress bill information: HR 4173, S 3217.)

Related posts: SEC Affirms Role of NASD Ombuds; NASDAQ and Banking Lobby Endorse Ombuds for Accounting Oversight; House Passes Bill to Create Two New Federal Ombuds Programs; Ombuds as Solution to the Financial Meltdown.

Note: It's Gordon Gecko.

Expert Calls for Immigration and Customs Enforcement to Create Internal Ombuds Program

Mary Giovagnoli, Director of the Immigration Policy Center, says that ICE could substantially improve its performance by appointing an ombudsman "to serve as an internal conscience, taking in reports on individual cases, making sure that policy is followed and serving as an internal watchdog." 

In an interview, Giovagnoli explained that an Ombuds office would function different from the existing programs that respond to internal problems, such as the Office for Civil Rights and Civil Liberties, the Office of Inspector General, and the Office of Professional Responsibility. Moreover, she sees an ICE Ombuds office serving community stakeholders in addition to internal constituents. Giovagnoli has served as Senior Director of Policy for the National Immigration Forum, Associate General Counsel for the Immigration and Naturalization Service, Associate Chief Counsel for U.S. Citizenship and Immigration Services, and Senior Advisor to the Director of Congressional Relations at USCIS. (Inter Press Service.)

Related posts: Immigration Expert Says USCIS Ombuds Should Have More Power; DHS Secretary Appoints New Immigration Ombuds.

Hood College Implements Discrimination Policy That Requires Ombuds to Report

The private liberal arts college in Frederick, Maryland has instituted a new policy for the prevention and resolution of discrimination and harassment. Policy 55 designates the College Ombuds as one of several resources for complainants and outlines the type of advice the Ombuds must dispense.  However, Hood's policy also requires the Ombuds to "inform the Executive Director of Human Resources or her designee of the complaint." (Hood College HR.)

Jan Samet O'Leary, director of the library, will finish a five-year appointment as Hood's second Ombuds this summer. Her replacement has not been selected.

Google Map Shows California Ombuds Offices

A Google map created several weeks ago shows the locations of 26 colleges and university Ombuds offices across California.  The map was apparently created to supplement an article about the new program at Cal Poly San Luis Obispo.  (Google Maps; Mustang Daily.)

Who's going to make one displaying Organizational Ombuds around the globe?

Related post: Cal Poly San Luis Obispo Hires an Ombuds.

André Marin’s IOA Keynote Inspires Columnist

The keynote address by the Ontario Ombudsman at the IOA conference on April 8, prompted Toronto Star columnist Jim Coyle to urge that Marin be reappointed to another five-year term. 

Coyle said,

Andre Marin might just have been made for New Orleans. The man has style. He’s oratorically rococo. He’s expert in the French civil code. His opinion is what Cajuns call a lagniappe – a gift he’ll give you for free. That’s a lot of flair for an ombudsman.

Coyle thought that Marin’s speech “was aimed at an audience beyond Louisiana” and he urged provincial leaders to give Marin another term. (Toronto Star.)

Related posts: Canada's Best-Known Ombuds Will Not be Rehired Automatically, Must Compete For Reappointment; Tweets Offers Perspective on 2010 IOA Conference.

IOA Training Returns to Southern California, June 2010

The International Ombudsman Association will offer its primary training courses at Pepperdine University in Malibu on June 10-12, 2010.

• Ombudsman 101 (June 10-12) is a 2½-day introductory program for new Ombudsman or those seeking information about the organizational Ombudsman role. Instructors include Wendy Friede, Donna Louden, Tom Sebok, and David Talbot.
• Ombudsman 101 Plus (June 12) is a half-day course for organizations and entrepreneurs who want to get started, taught by Wendy Friede.

Priority registration closes Monday, April 26. (IOA Professional Development.)

Eight Rules for Framing

Mediator and trainer of mediators, Zena D. Zumeta, has released a beautiful and succinct presentation on framing that Ombuds will find relevant. She posits eight rules for framing an issue. 

1. Deal with one issue at a time;
2. Ask it neutrally;
3. Make it mutual;
4. Be short and clear;
5. Make sure it's their issue, not yours;
6. Focus on the future;
7. Get to the how; and
8. Frame it, do not solve it.

Although Zumeta uses a divorce mediation as an example for these rules, they are applicable to the work of Ombuds. Her presentation takes only a few minutes and is worth your time. (Learn2Mediate via Campus-adr Weblog; Zena Zumeta Mediation Services.)

Los Alamos National Lab Opens Search for Ombuds

The Department of Energy laboratory in New Mexico will be hiring an internal candidate for its Ombuds Office. In addition to handling Ombuds cases, the position will be responsible for managing the lab's volunteer mediation program.

Applicants should have a bachelor’s degree and at least eight years of related experience, or an equivalent combination of education and experience. Significant Ombuds and mediation training and experience, and IOA membership are preferred. The position pays $57,800 to $91,800 per year. No closing or start date indicated.  (LANL Job Posting, Job No.: 219374.)

Kirk Christensen has been the sole Ombuds for LANL since March 2009. He inherited the office from Camilla Lopez and John L. Armijo, who served on an interim basis after the retirement of Bruce McAllister.

Related posts: Los Alamos Appoints Ombuds; Los Alamos National Lab Posts Interactive Ombuds Report.

African Ombuds and Mediators Association Selects Leader

At the AOMA general assembly in Angola last week, members elected Thuli Madonsela as the Executive Secretary. Madonsela has served as South Africa’s Public Protector since October 2009.

As AOMA's Executive Secretary, Madonsela is tasked with ensuring that the organization is registered with the African Union and other international bodies. Her responsibilities also include securing funds, assembling the secretariat and consolidating the work already done at the African Ombudsman Research Centre at the University of Natal. (South Africa Citizen; Public Protector South Africa.)

Related post: African Ombuds Meet Next Month in Angola.

Southern California Ombuds Group Will Meet in May

Frank Fowlie, the ICANN Ombuds, will host the next caucus of Southern California Ombuds on May 19, 2010, in Marina Del Rey.  The theme for the spring event is “Navigating Challenging Times -- Professional Strategies for Staying Afloat in the Tumultuous Economic Environment Affecting Our Organizations And Our Visitors.”

The meeting will last from 8:30 am. to 2:30 pm and includes coffee, lunch and a guest speaker. RSVP to Fowlie by May 17. (So Cal Ombuds Blog.)

Related posts: Southern California Ombuds Group Will Meet November 19 (2009); ICANN Ombuds Releases Fifth Annual Report.

Changes to KBR Dispute Resolution Program Include IOA Standards

In response to the "Franken Amendment" passed earlier this year, the Houston-based engineering and construction company has updated its dispute resolution policies. The changes include KBR's employee Ombuds program.

In October 2009, Senator Al Franken offered an amendment to the 2010 Defense Appropriations bill that would withhold defense contracts from companies like KBR "if they restrict their employees from taking workplace sexual assault, battery and discrimination cases to court." The amendment was prompted by the case of Jamie Leigh Jones, a KBR employee who claimed she was raped and held hostage by her co-workers, before evidence held by the company disappeared. KBR recently updated its policies to comply with the new law. Although the KBR Ombuds program was never implicated in the Jones matter, its practices were updated as well.

Debbie Crawford, a blogger who follows KBR and DoD contractors, obtained a recent KBR email summarizing the changes:

This information applies to you if you are currently covered by the Dispute Resolution Program.
AMENDMENTS to the DISPUTE RESOLUTION PROGRAM
Effective March 29, 2010

Copy of February 23, 2010 e-mail:

TO: All KBR Employees
FROM: Andrew Farley, Senior Vice President & General Counsel

Since 1993, the Dispute Resolution Program (DRP) has helped employees with finding productive solutions when workplace conflicts occur. Recent legislation and experiences have necessitated some amendments to the DRP and we are now giving you 30 days notice of these changes, which provide as follows:

1. The DRP will now exempt from arbitration any claim under Title VII of the Civil Rights Act of 1964 or any tort related to or arising out of sexual assault or harassment, including assault and battery, intentional infliction of emotional distress, false imprisonment, or negligent hiring, supervision, or retention (See Plan Paragraph 2.E.4 and 3.E)
2. Clarifies who is covered by the Dispute Resolution Program (See Plan Paragraph 2.G)
3. Updates the selection process for the arbitrator (See Rules Paragraph 4 and 5)
4. Makes two typographical corrections in the Vacancies paragraph, with references to Paragraphs 5 and 6(instead of 6 and 5 as before) (See Rules Paragraph 6)
5. Refines how the hearing location is selected and set by the arbitrator (See Rules Paragraph 7.A and C)
6. Further defines the circumstances under which an arbitrator may modify an award (See Rules Paragraph 27
7. Clarifies the limitations for filing formal DRP proceedings (See Rules Paragraph 34.B)
8. Updates the International Ombudsman Association Standards of Practice in the Appendix, now dated 2009

The changes will go into effect on March 29, 2010. However, no change shall apply to a Dispute which is initiated prior to March 29, 2010.

The Dispute Resolution Program brochures will be reprinted and available to you soon, but in the mean time, the revised Plan and Rules is available online at theDRP website.

Should you have questions about these changes, please call the DRP office at 713-753-5383, or 800-947-7658.

Thank you.

(Ms Sparky [emphasis added].)

Like many corporate Ombuds programs, information about KBR's Ombuds office is available only to employees. This news therefore is significant because it confirms the relevance of IOA standards for a large, multinational corporation.

Congress Needs an Ombuds

A letter to the editor of the Washington Post today argues that Congress should appoint an Ombuds to prevent workplace problems like the Eric Massa incident. Writer Geoff Drucker points out that complaints from Massa's staff went unheeded for a full year. "If staff members had been able to lodge anonymous complaints with an ombudsman, senior leaders would have gotten a heads-up the same day."

Drucker explains why an Ombuds program is an appropriate remedy.

Ombudsmen's offices are a proven solution to abuse in organizations in which employees feel there is no one in management they can turn to safely. Many Hill employees are easy targets. They are young and inexperienced, lack job security and know that loyalty can yield great rewards, while actions perceived as being disloyal frequently sabotage careers. They can contact the Office of Compliance for confidential advice about their legal rights, but this independent office lacks the mandate and access to convey anonymous complaints to congressional leaders. An ombudsman could fill this gap. (Washington Post.)

Drucker knows of what he speaks. Although it is not pointed out in the article, Drucker is Former Chief Counsel for Dispute Resolution & Prevention at the U.S. Postal Service and served as a member of the Federal ADR Steering Committee. (McCammon Group.)

Pepperdine Stays Atop List of Best Law School ADR Programs

US News & World Report has released its annual list of the "best" law school dispute resolution programs and Pepperdine University remains in the first position.  The balance of the top ten are the same as last year, with some minor adjustments (Harvard drops from third to fourth, Hamline jumps from fourth to tied for second, etc.).


Here are the top fifteen:

1. Pepperdine

2. Hamline / Missouri (tie)

4. Harvard

5. Ohio State

6. Marquette

7. Oregon

8. Fordham / Cardozo (tie)

10. UNLV

11. Penn State

12. Northwestern / UC Hastings (tie)

14. Columbia

15. Arizona State / South Texas (tie)

(US News & World Report via ADR Prof Blog.)

I am extremely sympathetic to the many criticism of educational ranking systems. It's a terrible way for a student to choose a school and an equally terrible way for an employer to choose an employee. At the end of the day, the value of an education depends most on how the student engages with faculty and the campus. Nonetheless, many people do take these rankings seriously and, as Ombuds know, perception becomes reality.

Related posts: Pepperdine Law School Revives Ombuds Course; US News Ranks Top ADR Grad Programs (2009); IOA Announces First Winner of Student Writing Competition.

UT Staff Council Develops Ombuds Proposal

Tweets from yesterday's meeting of the Staff Council at the University of Texas Austin reveals that a proposal for an Ombuds position is being finalized. Earlier this month, UT President yielded to long-standing calls for a staff Ombuds program and asked the Staff Council for suggestions.

From the UTStaffCouncil Twitter feed on April 15 about 2 pm CDT:

• Next up is Jenny Smith reporting on the ad-hoc committee for a staff ombudsman
• Overview of what is available in the student and faculty ombuds and the dispute resolution process available to staff
• Now giving a breakdown of what the differences are between the current dispute resolution office and a future ombudsperson
• The committee came up with 5 options of full-time or part-time ombuds and support staff

According to minutes from the February UT Staff Council meeting, the point person Jenny Smith has been working with the campus human resources and dispute resolution offices. The staff council at Clemson University has also been providing information. (UTStaffCouncil; UT Staff Council Minutes 2/18/10.)

Related posts: University of Texas President Asks for Recommendation on Staff Ombuds.

Kent State Staff Ombuds is Promoted

Karen Watson, who has served as the staff Ombuds at Kent State University since 2004, has been named as the Employee Relations Manager for the campus. She will now serve in both capacities.

She is a graduate of KSU and has worked there since 1994. For several years she was the local AFSCME Union President. (KSU eInside.)

Binghamton University Hires Ombuds

The 14,000-student State University of New York has selected Dawn M. Osborne-Adams as its next Ombuds. She will fill the vacancy left by Binghamton's first Ombuds, Francine Montemurro, who moved to Boston University last summer.

Osborne-Adams has managed the mediation program for the Federal District Court in the Central District of California since 2006. In 2009, she was honored by the court for her work to advance the delivery of effective court-based ADR programs. Osborne-Adams earned her JD from NYU and externed at the UC Riverside Ombuds Office. She is earning an LLM from the Straus Institute at Pepperdine University. (Metropolitan News-Enterprise; NY State Bar.)

Related: Job Posting.

Leading Classical Ombudsman Set to Retire

Iowa State Ombudsman Bill Angrick has announced that he will accept an early retirement offer and retire at age 64. Angrick was 32 when he was appointed by the Iowa legislature in 1978 and he became one of country's leading Classical Ombuds.

Angrick has served as president and board member of both the United States Ombudsman Association and the International Ombudsman Institute. He also was a member of the Ombudsman Committee of the Administrative Law Section of the American Bar Association, which produced a resolution expanding upon the ABA's original definition and standards for ombudsmen offices.

The Iowa Ombudsman's office is facing a $200,000 budget deficit next year. If he is not replaced, Angrick's retirement will save $140,000 and may prevent the need for layoffs or unpaid furloughs for his 16-person staff. (Des Moines Register.)

FCO Institute to Offer First Ombuds Training in September

The Forum of Canadian Ombudsman has announced the first offering of the FCO Institute -- a course on Ombuds fundamentals. The training is designed for new and intermediate-level Classical Ombuds staff and complaint-handlers and will focus on: Ombuds theory; intake procedures; inquiry and fact-finding; and investigation techniques and analysis.

The two-day course will take place September 20 and 21, 2010, at the Macdonald Block in Toronto. The cost for FCO members is $450 CDN (the non-member price is $500) and includes materials, lunches, and a reception on the first evening. The announcement comes just weeks after FCO surveyed members on training needs.  The FCO Institute is also developing an advanced investigation course. (FCO Ombuds Fundamentals Info.)

Related posts: FCO Names New Administrator; FCO Surveying Members on Training Needs.

UMass Appoints New Associate Ombuds

The University of Massachusetts Amherst has named Martha Nelson Patrick as Assistant Ombuds. Patrick will join UMass Ombuds Catharine Porter and fills the position previously held by Mary E. Wardwell, who passed away last year after two decades as the Assistant Ombuds. Her transfer to the Ombuds office was part of a major reorganization prompted by Chancellor Robert C. Holub's larger, multi-year plan to raise the profile of the state's flagship campus.

For the past nine years, Nelson Patrick served as the director of community relations at UMass. She recently attended IOA's Ombuds 101 training in Baltimore. Nelson Patrick graduated cum laude from Smith College. (Daily Hampshire Gazette.)

Related posts: UMass-Amherst Ombuds Releases Annual Report; Mary E. Wardwell: University of Massachusetts Amherst Assistant Ombuds; Past UMass Ombuds to be Honored by ACR.

DC Ombuds Group Finds New Host, Sets April Meeting

The DC Ombuds Discussion Group will meet for a brown bag lunch at the American Red Cross 1730E St. NW, on Tuesday, April 20th, 12-2 pm. The event is open to anyone interested in Ombuds work in the DC area.


At this meeting, the group will discuss the IOA conference in New Orleans and, “Why I’m an Ombuds and How That Informs My Practice.”

The monthly meeting is now being coordinated by Jai Holzman, after being led by Wendy Kammenshine for the past few years. To RSVP and arrange a security clearance for the lunch, please email Jai (holzmanj [at_sign] usa [dot] redcross [dot] org) or call (202.303.5241). Also note that there are three Red Cross buildings between 17th & 18th at E St. The meeting is in the middle building that faces E St and the entrance is on the east side (facing the White House).

Cleveland State University Reinstates Ombuds Program

Last week, CSU President Ronald Berkman announced that he had reinstated the university's Ombuds Office and appointed Richard F. Rakos, PhD, to fill the position. The decision came in response to student demands, but it was not clear when the university last had an Ombuds for the general campus.

Rakos has been a professor in the CSU Department of Psychology since 1992, and has been on the faculty since 1984. His research and teaching interests lie in clinical training, behavior analysis and modification, ethics and values in therapy, and psychology and the law. Rakos is especially interested in free will and determinism, and assertiveness training. He earned his BA from SUNY Stony Brook, and MA and PhD from Kent State University.  His faculty profile states that he is the 'interim' Ombuds, but also that he has been the CSU Ombuds since 2006.

As recently as September 2009, CSU had an Ombuds for the College of Graduate Studies and there is no indication whether that program will continue.  (Cleveland Stater; Rakos Faculty Profile; CSU Ombuds Office; CSU President's Newsletter.)

Related post: Cleveland State Appoints Ombuds.

Los Alamos National Lab Posts Interactive Ombuds Report

The Ombuds office for the U.S. Department of Energy national laboratory in New Mexico has created an interactive website summarizing its work with visitors. For the year ended April 2010, the office reported handling 476 cases from the population of about 13,000.

The site displays 12 months of data in the areas of visitor demographics, Ombuds productivity (including, new cases by month, case type, and intervention), caseload detail (days and hours to close, and persons involved by case type) and institutional feedback (types if issue by area). The animated site is built on the Shockwave Format which makes it user friendly, but prohibits direct copying of text. Kirk Christensen has been LANL's Ombuds for the past year and has an extensive engineering and management background. (LANL Ombuds Dashboard.)

Related post: Los Alamos Appoints Ombuds.

Job Posting: Algoma University

The postsecondary institution in Sault Ste. Marie, Ontario, is searching for an Organizational Ombuds to serve faculty, staff and students. Previously, the university had only an Ombuds for students. This is an initial four-month contract for a pilot project from mid-August 2010 to mid-December 2010.

The position is expected to work 3-6 hours per week for a fixed fee of $5,000 CDN. Applicants should have 3-5 years experience in conflict management, conflict resolution, human resource management, or a related field. The position reports to the presidents of the university and the student union (AUSU). Applicantions are due April 23, 2010. (AU Careers; AU Ombuds Terms of Reference; AUSU Referendum.)

Update 4/18/10: Sault Star.

World Bank Corporate Responsibility Report Acknowledges Ombuds Program

The latest report from international financial NGO highlights the Ombuds program for its 7,000 staff as evidence of its social responsibility.

The World Bank's Ombuds Services has two formal mandates -- to help staff and managers resolve workplace problems and to alert management to trends and issues that should be addressed to improve the working environment. The office also helps staff find ways to address concerns they are reluctant or uncertain how to raise through regular channels. It is a strictly confidential resource for staff who are not sure about what to do or where to start.

(World Bank Social Responsibility.)

Related posts: Princeton Ombuds to Head World Bank Mediation Office; World Bank Adds Ombuds.

Tweets Offers Perspective on 2010 IOA Conference

This year, a Twitter hashtag (#IOA2010) for the IOA conference in New Orleans offered attendees and non-attendees a way to follow tweets about the event. Several IOA conference goers tweeted their impressions, including DA Graham (daspokesman), Lisa Witzler (PONLisa) and Andre Marin (Ont_Ombudsman). Although they did not attend, John Zinsser (ConBenAlchemist) and Lynn Connley (LynnConnley) also joined in the conversation.

April 5, 2010

• ombudsblog There are at least a dozen Organizational Ombuds offices within driving distance of New Orleans. http://bit.ly/9Xee57 #ioa2010
• daspokesman #IOA2010- conference time in two day! I'll see you in NOLA Wednesday!
• ombudsblog International Ombudsman Association 5th annual conference starts Wednesday in New Orleans. http://bit.ly/bXO4aU #ioa2010
• ombudsblog L.A. to LA for #ioa2010.
• LynnConnley #IOA2010 - have a great conference all, and keep the tweets coming so the rest of us can get a little NOLA flavor!
• ombudsblog Arrived in NOLA: 80◦, 90% humidity, chance of rain. #ioa2010

April 6

• ombudsblog Journal of IOA publishes latest issue in time for annual conf. Articles highlight effectiveness of Ombuds. http://bit.ly/cvtNPc #ioa2010
• ombudsblog 270 attendees expected at IOA conference. #ioa2010
• ConBenAlchemist RT @ombudsblog: 270 attendees expected at IOA conference. #ioa2010
• ombudsblog I can now heartily recommend Acme Oyster Co and Palace Cafe--both within walking distance of the Marriott. #ioa2010
• daspokesman #IOA2010- heading to New Orleans for the 5th annual IOA Conference this morning. Looking forward to learning and networking!

April 7

• ombudsblog RT @ConBenAlchemist: Sadly ABADR Section & IOA meet concurrently. Both w "crystal ball sessions" More at: http://bit.ly/bWRzAM . #ioa2010
• ombudsblog Roger Schwarz's Mutual Learning Model cannot be used by Ombuds without significant change to one practice or the other. #ioa2010

April 8

• daspokesman #IOA2010- welcome reception went well last night several people won goodie bags! Nice way to start the conference.
• ombudsblog #ioa2010 Also at the NO Marriott today: New Gingrich holds a Town Hall at 3 pm. I kid you not.
• daspokesman #IOA2010 - the certification exam is happening right now. The room looked full! We should have new CO-OPs soon!
• Ont_Ombudsman Reviewing my keynote address for the International Ombudsman Ass'n: http://bit.ly/czj1EM #IOA2010
• Ont_Ombudsman Also looking forward to presenting: Twitter as a Tool of Moral Suasion. #IOA2010
• communicable RT @Ont_Ombudsman Also looking forward to presenting: Twitter as a Tool of Moral Suasion. #IOA2010
• Ont_Ombudsman @bdydbl thx! Topic's Ombudsman in Troubled Times. I've come to know a few things bout that! #ioa2010
• ombudsblog #ioa2010 Gary Yamashita opening IOA conf announces beginning of dialoge on future of association.
• ombudsblog #ioa2010 Yamashita: When name (International Ombudsman Association) was chosen, it was aspirational.
• PONLisa #IOA2010 IOA 2010 has officially begun!
• PONLisa #IOA2010 Andre Marin welcomes IOA on behalf of the gov. of LA and Mayor of NOLA!
• ombudsblog #ioa2010 LSU Chancellor Michael Martin brings greetings from Gov Jindahl, offers praise for work of LSU Ombuds Kirsten Schwehm.
• ombudsblog #ioa2010 Martin credits LSU Ombuds with reducing litigation against university.
• ombudsblog #ioa2010 Organizers: put note on podium for non-ombuds speakers, it's 'ombuds' not 'omSbuds'.
• PONLisa #IOA2010 CORRECTION: Dr. Michael Martin, chancellor of LA state univ. welcomes IOA on behalf of the gov. of LA and Mayor of NOLA!
• ombudsblog #ioa2010 Andre Marin keynote - When the Levee Breaks, the ombudsman in troubled times.
• PONLisa #IOA2010 Marin describes the ombudsman as the oil in the machinery of organizations
• ombudsblog #ioa2010 Marin has an impressive slide show tracking his remarks.
• ombudsblog #ioa2010 Pic of young Marin as first Canadian military ombudsman - curiously his hair was *longer* then.
• PONLisa #IOA2010 Marin created the strategic ombudsman response team in his 1st role as ombuds in CA natl defense
• PONLisa #IOA2010 Marin urges ombuds to investigate in the open and shed the shroud of secrecy
• PONLisa #IOA2010 ombuds use the art of negotiation to persuade decisionmakers to implement our suggestions
• ombudsblog #ioa2010 Marin's tactic of name and shame has beeb successful - Ontario govt has 100% of recommendations from his office.
• PONLisa #IOA2010 Marin earned the trust of the public with his lottery investigation
• PONLisa #IOA2010 ombuds face threats externally and internally
• PONLisa #IOA2010 ombuds are not another layer in the buraucracy as many cost cutters believe
• ombudsblog #ioa2010 Marin notes closure of several US ombuds office (actually, Brown will reopen it's ombuds office - appt to be announced soon).
• communicable I love that @ont_ombudsman's keynote is being live-tweeted! #ioa2010
• PONLisa #IOA2010 Marin says he is not paid to lob softballs
• PONLisa #IOA2010 Marin says to not be a loose cannon..."scheme virtuously"
• PONLisa #IOA2010 Marin says to not bite off more than u can chew w.i your organization
• PONLisa #IOA2010 ombuds use informality to resolve systemic issues rapidly
• Ont_Ombudsman Now that's funny! #ioa2010 Pic of young Marin as first Canadian military ombudsman - curiously his hair was *longer* then. (via @ombudsblog)
• ombudsblog #ioa2010 Chuck Howard addressing conf - doesn't want to give hour-long infomercial for his new book.
• ombudsblog #ioa2010 Howard - book was a labor of love.
• PONLisa #IOA2010 Chuck Howard says "what you see depends on where you stand"
• ombudsblog #ioa2010 Howard first litigated an ombuds privilege 20 years ago.
• ombudsblog #ioa2010 Howard wrote book primarily because 'ombuds' is confusing and misunderstood.
• ombudsblog #ioa2010 Howard - most reported 'ombuds' cases in US are classical not organizational so judges are understandable confused.
• ConBenAlchemist really great to be able to follow IOA 2010 via all the tweets! Keep them coming! and love the #ioa2010 tag thing! JWZ
• ombudsblog #ioa2010 Howard - second motivation for book was to give a history to the profession. He had a hard time locating early association records.
• PONLisa #IOA2010 Chuck Howard's book details the history and evolution of ombuds field in US
• ombudsblog #ioa2010 Howard - 3d motivation for book was to break down silos of compliance, conflict that orgs want to use but are inefficient.
• ombudsblog #ioa2010 Howard - 4th motivation is that ombuds have not been effective enough explaining/justifying role.
• ombudsblog #ioa2010 Howard - Ombuds don't speak 'metric' that risk assessment/mgt professionals expect.
• PONLisa #IOA2010 to say you are confidential does NOT mean that you are. u must have a statute
• ombudsblog #ioa2010 Howard's commitment to ombuds reflected by fact he is here instead of ABA Dispute Resolution conference in SF this week.
• daspokesman #ioa2010 Howard- book is about What, Why, How and other things ombuds should know.
• daspokesman #ioa2010- Howard's book over 600 pages
• PONLisa #IOA2010 in 2006 the law changed on electronically stored information (esi)
• ombudsblog #ioa2010 Howard warns that there are limits to every privilege and ombuds should not expect to be an exception.
• ombudsblog #ioa2010 Howard was amazed by the paucity of data on the effectiveness of ombuds. IOA should make this a priority.
• PONLisa #IOA2010 where do we see the profession and field going? is IOA equipped to handle it?
• PONLisa #IOA2010 Howard asks where the feedback loop is in the IOA organization
• ombudsblog #ioa2010 Howard would like ombuds to become part of organizational landscape just as compliance has. Is IOA prepared to do this?
• ombudsblog #ioa2010 Local pollen count is very high
• Ont_Ombudsman Keynote went well. Very engaging audience #ioa2010
• Ont_Ombudsman Next up is my concurrent session Twitter as a Tool of Moral Suasion #ioa2010
• ombudsblog #ioa2010 IOA Board will hold a World Cafe this afternoon to solicit input on the future of the association.
• eljaydubya Ombudsmen (like @Ont_Ombudsman) are officially part of the Twittersphere - follow International Ombuds Assn. meet live via #ioa2010.
• ConBenAlchemist RT @ombudsblog: #ioa2010 Howard was amazed by the paucity of data on the effectiveness of ombuds. IOA should make this a priority.
• ConBenAlchemist RT @ombudsblog: #ioa2010 Howard - Ombuds don't speak 'metric' that risk assessment/mgt professionals expect.
• ConBenAlchemist RT @ombudsblog: #ioa2010 Howard - 4th motivation is that ombuds have not been effective enough explaining/justifying role.
• daspokesman #IOA2010 - concurrent session by Andre Marin using Twitter as a tool of moral suasion. Ombuds need to be multimedia literate!
• daspokesman #IOA2010 Marin - personal tweets are establishing ombuds as a real person.
• daspokesman #IOA2010- Marin -down fall of social interaction is habitual critics!
• ombudsblog #ioa2010. Correction: not "new IOA elects officers" but "IOA elects new officers."
• PONLisa #IOA2010 should ombuds serve on policy committees?
• ConBenAlchemist #ioa2010. Best Wishes to all the New and Returning IOA officers. Much to do. Godspeed and Good Luck
• ombudsblog #ioa2010 Question for World Cafe process: "What does IOA need to be in the future?"
• ombudsblog #ioa2010 Lots of good idea about how IOA might be different in the future.

April 9

• ombudsblog #ioa2010 IOA blood drive today will benefit NOLA, Haiti and other communities.
• ombudsblog #ioa2010 Dr. Sandy Stokes gives keynote on how ombuds can respond to academic mobbing.
• ombudsblog #ioa2010 Stokes - 5 phases of mobbing are isolation, assault, administrative complicity, labeling, and expulsion.
• daspokesman #IOA2010 - mobbers add up target's "sins"
• Ont_Ombudsman So long New Orleans, #ioa2010 was a huge success! See you next year!
• ombudsblog #ioa2010 Conversations with the IOA Board - What members said at the World Cafe last night. Non-attendees will be surveyed soon for input.
• ombudsblog #ioa2010 World Cafe themes: emphasize 'I' in IOA; depth of content & resources; become umbrella org; don't become diluted; leverage tech...
• ombudsblog #ioa2010 World Cafe themes (cont.): explore strategic ptrshps; ombuds for IOA; more ldrshp from Bd; participatory decision making...
• ombudsblog #ioa2010 World Cafe themes (cont.): less member accountability; more prof business mtgs; regional events; more mktg/advocacy; inclusivity.
• daspokesman #IOA2010 - caught in protest in front of Brennan's http://yfrog.com/5ug5mj
• LynnConnley Hey @daspokesman and #IOA2010 - be careful to stay out of the way of the "Intolerants", & if anyone offers you some tea - just say no!

April 10

• ombudsblog #ioa2010 Robert Bordone, Harvard Law School, giving final keynote on Managing Perceptions in Disputes.
• ombudsblog #ioa2010 Student Writing Competition winner Andrew Larratt-Smith: If IOA does not define an ombuds privilege, someone else will.
• daspokesman #IOA2010 - conference was great!
• GET_ENGAGED RT @Ont_Ombudsman Next up is my concurrent session Twitter as a Tool of Moral Suasion #ioa2010 - Would love to see that presentation!

April 12

• ombudsblog RT @Ont_Ombudsman: Check out When the Levee Breaks, my speech from last week in N'awlins: http://bit.ly/9UZcVM #ioa2010

Ohio State University Names First Faculty Ombuds

OSU President Gordon Gee has appointed Jack A. Rall, PhD, as the first Ombuds for faculty. Rall was an easy choice because he has served as sort of an unofficial ombudsman for the College of Medicine for more than three decades. 

“Coming to the job directly from the faculty, Jack Rall is one of our most experienced and thoughtful leaders,” said Tim Gerber, current chair of the Faculty Council. “I’m delighted with his selection.” Rall, who will work as the Ombuds 20% of the time, plans to take conflict-resolution courses and is confident of being able to do the work. Rall is currently a professor and vice chair of the Department of Physiology and Cell Biology. He earned his BA at Olivet College and a PhD in physiology from the University of Iowa. (OSU OnCampus; Faculty Profile.)

Related post: Ohio State University Trustees Approve Faculty Ombuds Program.

Bridgepoint Education Hires Associate Ombuds

The parent company of Ashford University and University of the Rockies has hired Jen Graf as an Associate Ombuds. She joins Ombudsman Michael Kilpatrick, who set up Bridgepoint's Ombuds office last year.

Graf was an Ombuds at the University of Hawaii Manoa until the office was closed by budget cuts in the Summer of 2009. She earned her BA at the University of Illinois, Urbana-Champaign, and her MA in Psychology from UH. (HT: Michael Kilpatrick.)

Related posts: Budget Cuts Force Closure of University of Hawaii Ombuds Office; Ashford University Opens Ombuds Office; Job Posting: Bridgepoint Education.

IOA Elects Officers at 2010 Conference

At the annual business meeting of International Ombudsman Association, out-going Board President Gary Yamashita announced that directors have been elected as officers for 2010-2011:

• President - Jennifer Moumneh (née Wolf)
• Vice-President - Tom Kosakowski
• Assistant Treasurer - Jan Morse
• Secretary - Don Noack

Wayne Blair will continue to serve as Treasurer, having been elected last year to a two-year term.