International Ombudsman Institute Opens Registration for 2012 Conference

IOI President Beverly Wakem has announced that the IOI 10th World Conference will convene in Wellington, New Zealand on November 12–16, 2012. The meeting will be a forum for Ombuds from around the world to meet to share their experience and expertise. The New Zealand Office of the Ombudsmen, where Wakem serves as Chief Ombudsman, will host the conference. 

In addition to the conference sessions and the IOI General Assembly, pre-conference workshops will be offered. Currently two workshops are planned: "Sharpening Your Teeth," a two-day advanced course on conducting systemic investigations taught by André Marin, Ombudsman for Ontario, Canada; and "Managing Unreasonable Complaint Conduct," a half-day session on strategies and skills to effectively and confidently deal with unreasonable complainant conduct taught by Chris Wheeler, Deputy Ombudsman for New South Wales, Australia. The non-member cost for the conference is approximately $1,000; lodging and pre-conference workshops are extra. Priority registration ends June 29. (IOI 10th World Conf.)

 Related posts: New Zealand Ombuds Elected to Lead IOI; IOI Strategic Plans Parallel IOA's; International Ombudsman Institute Will Hold 2012 Conference in New Zealand; International Ombudsman Institute Publishes 2010-11 Annual Report.

International Ombudsman Institute Publishes 2010-11 Annual Report

In the last fiscal year, the IOI General Secretariat reports that membership increased to 135 from 122 in 2009-10. The report highlights IOI initiatives, including training programs and investment projects. The IOI updates its research work and reports that it is currently implementing the first comparative study of independent ombudsman institutions in the Asia–Pacific region.

Looking ahead, IOI has two clear priorities: 1. preparing for the IOI world conference in New Zealand in 2012; and 2. implementing a comprehensive IOI reform, which will focus on transparency and accountability. The report was authored by IOI President Beverley A. Wakem and Secretary General Peter Kostelka. (IOI Annual Report.)

 Related posts: New Zealand Ombuds Elected to Lead IOI; IOI Strategic Plans Parallel IOA's; International Ombudsman Institute Posts North American Newsletter; International Ombudsman Institute Will Hold 2012 Conference in New Zealand.

University of British Columbia Students Vote to Fund Ombuds Office

The student society, AMS, passed a referendum to raise funds to ensure the continuation of the campus Ombuds Office. AMS mustered enough votes to approve the sale of art from its permanent collection and to impose an annual Ombudsperson fee in the amount of $1 CDN. The UBC Ombuds Office--which was established in 2009 and which is funded jointly by AMS, the university and the graduate student body--had been imperiled by a budget deficit facing the student society. (Ubyssey.)

The UBC Ombuds Office was established by Shirley Nakata, Ombudsperson for Students, and now includes Joy Coben, Ombuds Officer. (Ubyssey.)

Related posts: University of British Columbia Names First Ombuds for Students; Ombuds at University of British Columbia Publishes First Annual Report; University of British Columbia Ombuds Posts Second Annual Report; University of British Columbia Ombuds Faces Funding Shortfall.

Yoshiko Takahashi: Founding Ombuds at Keio University

Professor Yoshiko Takahashi passed away on January 22, 2012. She established the first Organizational Ombuds office in Japan when she opened an office at Keio in 1998. Takahashi was director of the Keio Ombuds Office until 2002. She translated IOA materials into Japanese and helped coordinate other Ombuds programs in the Asia and Pacific Region. She was a speaker and contributor to many dispute resolution and Ombuds programs. (Takahashi Lab; IOA Newsletter, Dec. 2005.)

India's Universities Will Implement Ombuds for Students

India's Ministry of Human Resource Development has decided that higher education institutions shall have an Ombudsman to handle grievances from students and applicants. The new requirement will apply to all central universities, IITs, IIMs, NITS, IIITs, private and government-run deemed universities and all higher educational institutions under various Central government ministries. “The new system would be in place before the next academic year,” said HRD minister Kapil Sibal. 

 The HRD website provides more information about the scheme:

Applicants for admission and students can apply to the Ombudsman for redressal of grievances and the Ombudsman shall deliver his/her order within one month. Although the order would not be binding on the institution, the regulator would rely on the frequency of non-observance to decide on continued recognition to such institutions. 

The Ombudsman shall have the jurisdiction to hear grievances concerning denial of admission, non-observance of declared merit in admission, non-observance of applicable regulations for reservation, with-holding of documents and non refund of fees in case of withdrawal of admission, discrimination and other such matters concerning students in pursuit of studies in the institution. In case of matters concerning weaker sections such as SCs/STs/OBCs or minorities, the Ombudsman can co-opt a person of eminence from the area coming from the weaker section to assist him/her in arriving at a decision. 

Additional details are to be released by other regulatory agencies.  According to press reports, HRD decided to issue the executive order when Parliament failed to pass several higher education reform bills. (HRD Press Release; Times of India; Hindustan Times.)

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); Indian Software Lobby Urges Companies to Create Ombuds Programs.

Job Posting: Council of Europe Development Bank

The multilateral development bank located in Paris is soliciting applications for an Ombudsperson/ Mediator. The position will act as an impartial intermediary between CEB agents and the administration of the Bank. Services will be provided four times a year on three consecutive days each.

Applicants must have experience in matters concerning the international civil service, preferably with an international financial institution, and very good command of English and French. It is expected that the fee will be in the region of €800 per working day, plus travel expenses to and from Paris. Applications are due by February 10, 2012. (CEB Announcement.) 

Related job posts: African Development Bank Group; Inter-American Development Bank; Asian Development Bank; European Bank for Reconstruction and Development.

The Ombuds Year in Review: 2011 (Part III)

Here are the top three Ombuds stories of 2011.

3.  The Promise of Dodd-Frank Begins to Yield Opportunities for Ombuds -- In 2010, sweeping financial reform legislation promised to create incentives and specific Ombuds programs, and politicians and lawyers voiced their support. The Dodd-Frank Act paid off with two high profile programs, one in the private sector: Pfizer; and one in the public sector, the new Consumer Financial Protection Bureau.

2. University of Iowa Ombuds Becomes a Lightening Rod for Bullying Issues -- The UI Ombuds have been outspoken on issues of civility and bullying, so it was a shock when an Associate Press story said the campus Ombuds Office had been “failing” to resolve bullying complaints. The AP report omitted details about the UI Ombuds’ work over the years and presented only a review of a small number of cases produced in response to a public records request. The current UI Ombuds did not address the matter, but fortunately the past Ombuds and the University president spoke out in support. The situation will no doubt be discussed by within the profession for many years.

1. Record Numbers of New Ombuds Offices Opened Their Doors -- On balance, it was a banner year for the Organizational Ombuds profession. The closure of five offices was more than offset by a record number of more than 30 new programs. The closed offices included: Ashford University; Portland State University; Jet Propulsion Laboratory; and Southern University.

On the other hand, new offices opened at: Kidsports; California Pharmacists Association; Jackson Community College; University of Cape Town; Florida International University; Ivy Tech Community College; Board of Realtors, Fort Collins, CO; Bauhaus-Universität Weimar; Northeastern University; California State University San Marcos; Prince George's County, MD Public Schools; Katimavik; Lake Superior State University; University of California San Francisco; Texas Southern University; University of Texas (Staff); Portland, OR Metropolitan Association of Realtors; University of Lethbridge; Universiti Sains Malaysia; North Georgia College & State University; Medical College of Wisconsin; Pennsylvania State University, College of Education; Palo Alto University; Minnesota Department of Transportation; Oakland, MI County Circuit Court; Goethe University; University of KwaZulu-Natal; University of South Florida Sarasota-Manatee; Oregon State University; American University in Cairo; and Consumer Financial Protection Bureau.

Related posts: The Ombuds Decade in Review; The Ombuds Year in Review: 2010;  The Ombuds Year in Review: 2011 (Part I); The Ombuds Year in Review: 2011 (Part II).

Algonquin College Appoints an Ombuds

George E. Cole was appointed in September to be the next Ombudsman for Algonquin.  According to the recently updated website for his office, Cole has worked for many years in higher education as an administrator and faculty member.

Cole is affiliated with the International Institute of Restorative Practices, and holds membership in the Alternative Dispute Resolution Institute of Canada, Association of Colleges and University Ombudspersons, International Ombudsman Association, and the Canadian Association of College and University Student Services. Algonquin has also posted a video of Cole introducing himself in October. (Algonquin Ombuds Bio; Ombuds Info Session.)

Related posts: Ombuds Office at Algonquin College Will Move to New Building in 2012; Job Posting.

The Ombuds Year in Review: 2011 (Part II)

This is the second installment of the top ten Ombuds stories of the year. The series will conclude on December 22.

6. Notable Ombuds Retire -- This year saw the retirement of many prominent Ombuds, including: Janis Schonauer (AllianceBernstein); Dorothy Graham (Kennesaw State University); Sandy McDermott (Portland State University); John Mather (University of Wisconsin-Madison); Stan Soffin (Michigan State University); Pierre Niedlispacher (Coca-Cola Refreshments); Lewis Redding (Jet Propulsion Laboratory); Suzanne Belson (Department of National Defense and Canadian Forces); Carolyn Noorbakhsh (National Renewable Energy Laboratory); John S. Carter (The Citadel).

5. New Offices Open in Africa -- In 2011, three African universities created Organizational Ombuds offices: University of Cape Town; University of KwaZulu-Natal; and American University in Cairo. (Previously, the only true Organizational Ombuds programs on the continent were within the African Development Bank and United Technologies Corp.) In addition, the African Ombudsman Research Centre was established at UKZN in South Africa.

4. Chuck Howard Takes His Show on the Road -- The year after the ABA published his seminal book about Ombuds, Howard embarked on series of speaking engagements with stops at: IOA Conference in Portland; Quinnipiac University School of Law; ABA Dispute Resolution Section conference in Denver; RAND Corporation Whistleblower Symposium; Society of Corporate Compliance & Ethics webinar; Defense Industry Initiative's Annual Best Practices Forum; Marquette University; Minnesota State Bar ADR conference; Silicon Valley Chapter of the National Association of Corporate Directors; and Stanford University. In addition, he published articles in: Hartford Business Journal; Journal of IOA; and Connecticut Law Tribune.  Wow.

Related post:  The Ombuds Year in Review: 2011 (Part I).

UK Student Services Organization Skeptical About University Ombuds

AMOSSHE says that it is not convinced UK universities can introduce campus Ombuds programs, "that genuinely inspires user confidence that they are independent of the institution." Moreover, given the complaint systems that is already in place in England and Wales, AMOSSHE is not persuaded that adding an Ombuds component would be beneficial to institutions or complainants.

The view of the UK student services organization are laid out in its response to the UK Office of the Independent Adjudicator's inquiry into conflict resolution systems. The OIA "Pathway 3 Consultation" seeks input from across the higher education sector and includes consideration of campus Ombuds programs. So far, AMOSSHE is the only stakeholder that has published its response and included comments on Ombuds. Despite its concerns about campus Ombuds, AMOSSHE also said that a regional Ombuds service deserved further discussion. (AMOSSHE Pathway 3 Consultation Response.)

Related post: UK Office of the Independent Adjudicator Gathering Input on Campus Ombuds.

IOA Updates Course Offering for Santiago

The International Ombudsman Association has changed the specialized course it will offer offer in Santiago, Chile on January 18, 2012. The new course is: "The Power of Influence: The hidden strength of ADR to advance fairness and justice."

The course description:

While disparities and inequity permeate both societies and institutions, dispute resolution professionals are increasingly used as a means to promote fairness. But, do neutrals really have that kind of power or influence? This one day course will explore these questions as well as the real and perceived power of the designated neutral. Drawing on notions of procedural justice, fairness, and theories of power, the course will use case studies and exercises in an interactive format to help participants consider the issue of impartiality, neutrality and power while considering how they can influence the cause of fairness when parties negotiate at an uneven table.

The instructors will be Howard Gadlin (National Institutes of Health), Indumati Sen (International Baccalaureate), Linda Wilcox (Harvard Medical School), and John Barkat (United Nations). Early registration ends December 30, 2011.  (IOA Training.)

Prior post:  IOA Offers Ombuds Training in Santiago.

The Ombuds Year in Review: 2011 (Part I)

Overall, the past year has been a positive one for Organizational Ombuds profession. Several of the top stories of this year echo those of 2010. The list will be posted in three installments: today, December 20 and December 22.

10. In Memoriam -- Several notable Ombuds passed away in 2011, including: Walter R. Lynn (Cornell University); Florence Boroson (SUNY Stony Brook Ombudsman); John Wanjala (Portland State University); Robert John Ackermann (University of Massachusetts Amherst); Lee Preston (University of Maryland). Their contributions to the field and to their organizations were invaluable, and they will be missed.

9.  Post on New UCF Ombuds Draws Record Views -- A post on October 17 described a YouTube video by Shreya Trivedi, who was appointed the University of Central Florida Ombuds earlier in the year. Although the video has been viewed just a few hundred times, the Ombuds Blog post has been viewed more than 5,200 times. Go figure.

8. IOA Expands Outreach Efforts -- The association accomplished several things this year including: the creation of Regional Advisory Committees for international members; approval of a trademark for certification; a major upgrade for its website; creation of international scholarships to its annual conference; its first webinar series (on bullying); and the translation of its Code of Ethics and Standards of Practice into Spanish and French.

7. NY Ombuds for Developmentally Disabled Breaches Confidentiality -- Ombuds and others were appalled to learn that New York State's Ombudsman for the Office for People With Developmental Disabilities had been revealing the names of whisleblowers routinely.  The ethical breach undermined confidence in Ombuds of all types.

Related post: The Ombuds Decade in Review (2010); The Ombuds Year in Review: 2010.

American University in Cairo Names First Ombuds

Assistant Professor of Anthropology Hanan Sabea has been appointed as the first Ombuds for the independent and sectarian university in Egypt. In an interview with the school newspaper, Sabea said that she will be defining her position from scratch. "It is not necessarily going to be the same role as ombuds in other universities in America," she said.

Sabea revealed that she did not apply for the position, but was nominated by a student and a teacher. Although she is still learning about Ombuds, she already demonstrated her independence by insisting on an office outside the administration building.

Sabea earned her BA and MA from AUC, and PhD from Johns Hopkins University. She held a joint appointment in the Department of Anthropology and the Carter G. Woodson Institute for African and African American Studies at the University of Virginia before joining the AUC faculty in 2006. Currently, her research focuses on Sub-Saharan Africa: Tanzania, South Africa and Mozambique. (AUC Caravan, Faculty Profile; Women and Memory Forum Profile.)

Related posts: American University in Cairo Plans Ombuds Office; American University in Cairo Poised to Create Ombuds Program; American University in Cairo Ready to Appoint First Ombuds.

Job Posting: International Organization for Migration

The intergovernmental organization that promotes international cooperation on migration issues is hiring an Ombudsman for its office in Geneva. The position is within the IOM Office of the Director General and serves as a resource for employment-related problems of staff members. The one-year appointment starts March 2012 and operates in accordance with IOA Standards of Practice.

Applicants should have an advanced university degree, 10 years work experience in an international organization, knowledge of the Ombuds function and international organizations' administrative policies and procedures, and experience in dealing with discrimination and harassment. Field experience and knowledge of French or Spanish are also an asset. Salary not indicated (but may be $115,134-143,929 if IOM follows the UN salary schedule). Applications are due by December 22. (IOM Recruitment.)

Related posts: International Organization for Migration Opens Ombuds Office; Job Posting (2009); Job Posting (2010).

Relocation of Ombuds at University of Western Ontario Raises Concerns

Administrators at UWO are displacing the Office of the Ombudsperson to make room for another program and moving the office to another, smaller space nearby. Jennifer Meister, the Ombudsperson, told the OWO Gazette that the move could compromise her ability to accommodate visitors. “The [new] offices end up being nine feet by nine feet. Once you get furniture in there, it’s difficult to meet with a group of students, or with a student and a parent or with anyone in a wheelchair in that small a space,” Meister explained.

A student leader, Marissa Joffre, also observed that the new location does not include a dedicated waiting area, which will compromise visitor confidentiality. “Waiting outside in the hall it would be pretty clear that you are going to the ombudsperson,” said Joffre. Despite these issues, the campus is going ahead with its plans. (UWO Gazette.)

Related posts: University of Western Ontario Appoints Interim Ombuds; Ombuds at University of Western Ontario Explains Conflict of Interest Policy; Association of Canadian College and University Ombuds Updates Website; Job Posting.

IOA Offers Ombuds Training in Santiago

The International Ombudsman Association will offer its signature training for Organizational Ombuds in conjunction with the United Nations in Santiago, Chile on January 15-18, 2012.  The offerings will include the 2½-day Ombuds 101 and a specialized course.

• Ombudsman 101 (January 15-17) - A 2½ day course that covers the fundamentals of the Organizational Ombuds role. It provides basic information and training for the Organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality. A cocktail reception on the first evening is included.

• Specialized Course: Cross-Cultural Conflict Resolution (January 18) - Details tba.

More details on the instructors and registration will be posted shortly. (IOA Training.)

University of KwaZulu-Natal Opens First Ombuds Office

The top-tier South African university has created an Organizational Ombuds office and appointed former SA Chief Justice Pius Nkonzo Langa as the first Ombud. According to its terms of reference, the UKZN Ombuds Office serves more than 40,000 students, staff and academic staff. UKNZ is home to the African Ombudsman and Mediators Association, which is primiarily composed of Classical Ombuds, but the Ombuds Office explicitly practices to IOA standards for Organizational Ombuds.

Langa joined the Natal Bar in 1977 and practiced as an attorney handling political trials and on behalf of poor communities and organizations working against apartheid. He was founder member of the National Association of Democratic Lawyers, and served as its President for 6 years. In October 1994, he was appointed as a Judge of the then newly established Constitutional Court of South Africa. He became Chief Justice of South Africa in 2005 and served in that capacity until his retirement in October 2009. Langa served as Chancellor of the University of Natal from 1998 to 2003 later as Chancellor of the Nelson Mandela Metropolitan University. (UKZN Ombuds Office; Wikipedia.)


Related posts: AOMA Publishes First Electronic Newsletter; African Ombudsman Research Centre Opens in South Africa.

Association of Ombudsmen and Mediators of La Francophonie Elects New Leader

Senegalese Ombudsman, Serigne Diop, has been elected to lead the association for meditors and Ombuds in French-speaking countries. The announcement was made at the AOMF conference in Luxembourg on Wednesday. Diop is a professor of Constitutional law and a former Senegalese minister and he was elected unanimously. (Afrique en Ligne.)

Job Posting: Coca-Cola Refreshments

The American multinational beverage corporation is hiring a full-time Ombudsman. The position provides a wide range of professional support to the office, including working with associates to develop options for resolving problems, identifying organizational systemic issues that are causing conflict, and participating in mediation sessions in California and Canada.

Applicants must have a bachelor's degree and three to five years experiece as an Organizational Ombuds. In addition, applicants should ahve four years of experience working within a business organization with 2,000 or more associates, professional training or experience in the area of alternative dispute resolutio, and experience handling classified or sensitive information. No salary or deadline provided. (CCR Posting via IOA.)

Related Posts:  Coke Adds Life to Ombuds Website; Coke Ombuds Addresses International Bar Association; Coca-Cola's Canadian Ombuds Retires; World Bank Appoints a Third Ombuds.

Goethe University Creates Ombuds for Doctoral Issues

The Graduate Academy of the leading German university has appointed Henner Büsching as its first Ombudperson for doctoral students and supervisors. The position "acts as a confidential advisor and mediator to whom doctoral students and their supervisors can turn to in case of conflicts surrounding their doctoral projects."

Büsching is a professor in the School of Physics and serves as the Managing Director of the Helmholtz Graduate School for Hadron and Ion Research. He earned his PhD and did post-graduate research at the University of Muenster. (GRADE Ombuds; Faculty Profile.)