Update: IFFOR Names Ombuds

The International Foundation for Online Responsibility has announced that Business Excellence Solutions will establish and manage its Office of Ombudsman. IFFOR Chairman Clyde Beattie said of the decision: “I am very pleased to have filled this crucial role within IFFOR. I am confident that Business Excellence Solutions will serve not just IFFOR but also the broader Internet community well.” 

Bruce MacAllister, a former Ombuds at Los Alamos National Lab, is the Senior Principal and Managing Director in the consulting firm retained by IFFOR. He said, “My colleagues and I are excited to have the opportunity to apply our experience in ombuds systems design to this important initiative and we look forward to helping IFFOR provide a world class level of service to ICM Registry and its user community.” Recently, Business Excellence Solutions helped create an Ombuds program for the The Greater Albuquerque Association of Realtors. (IFFOR News.) 

Related posts: Albuquerque Realtors Launch Ombuds Program; International Foundation for Online Responsibility Unveils Ombuds Program.

International Foundation for Online Responsibility Unveils Ombuds Program

The non-profit administrator for the .xxx top-level domain has established an External Ombuds program. The IFFOR Office of Ombudsman will, "receive and respond to complaints and/or concerns about IFFOR policies and the IFFOR policy process." In addition, the office will conduct audits of into the handling of complaints related non-compliance with IFFOR Policies. 

According to the charter for the office, the IFFOR Ombuds, "must adhere to the Code of Ethics and Standards promulgated from time to time by the International Ombudsman Association." The website for the new program does not indicate who is serving as the Ombuds. (IFFOR Ombuds.) 

Related post: Proposal for Triple-X Ombuds (2007).

FINRA Offers Summer 2012 Externship

The Financial Industry Regulatory Authority is offering an unpaid externship with its Office of the Ombudsman in Rockville, MD. The extern will work with FINRA Ombuds staff from May 21, 2012 through August 10, 2012 for up to 35 hours per week.

Duties will include a variety of tasks including research, analyses and writing, document review, as well as providing assistance in developing statistical reports, as well as quarterly and annual management reports preparing for investigative testimony and hearings. Applicants must submit a resume, cover letter and graduate school transcript; Only candidates pursuing graduate studies will be considered. Knowledge of securities and ADR preferred, but not required. (FINRA Careers.)

Related post: SEC Affirms Role of NASD Ombuds; Securities Broker-Dealers Indicate Dissatisfaction with FINRA Ombuds; FINRA Directors Defend Ombuds Program.

Society of Women Engineers Magazine Article on Ombuds

The winter issue of the SWE periodical includes an article: "A Fresh Look at the Organizational Ombudsman." The piece is based partly on interviews with attorney and author Chuck Howard, Ilene Butensky, Ombudsman for the Eaton Corp., Marsha Wagner, Ombuds at Columbia University, and Mary Rowe, Ombudsman at MIT. The article explains that Ombuds are an important resource for women who continue to face gender bias in the engineering profession.

The nonprofit Society of Women Engineers has over 17,000 members in nearly 100 professional sections and 300 student sections throughout the U.S.(SWE Magazine.)Related post: Asian Scientist Magazine: The Organizational Ombudsman Can Help.

Job Posting: United Nations

The Office of the UN Ombudsman and Mediation Services in New York is hiring a Director of Mediation. The position has responsibility for the mediation activities under the overall direction of the UN Ombudsman and shall consult with the Ombudsmen of the Funds and Programmes and of UNHCR on matters relating to these agencies. 

Applicants must have an advanced university degree in in alternative dispute resolution or related area; 15 years of relevant work experience; fluency in English; and a demonstrated knowledge of alternative dispute resolution approaches, especially mediation. Applications are due by April 6, 2012. No salary indicated. (UN Careers.) 

Related posts: UN Ombuds Reports on Reorganization Efforts; UN Ombuds Reports Growing Demand for Service; Fully Staffed UN Ombuds Program Issues Report on 2009 Activities. 

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.

Day in the Life of the ICANN Ombuds

In his latest blog post, Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, reveals his daily routine. Organizational Ombuds serving a local population will find that LaHatte, who serves stakeholders around the globe, has a very different day.

A typical day for me starts around 6:30 a.m. like many in the ICANN world, time zones become irrelevant, and so I keep my phone close at all times so I can check on incoming e-mail and messages. This now includes messages via Facebook, because of my new Facebook page. So my routine is to then come downstairs to where my laptop is plugged in. I work from an antique Korean writing desk so I can just unfold the lid and get to work. As I am a typical New Zealander, this also involves making a cup of tea. I then settle in and clear e-mails, check my tasks for the day and my diary.

Like many other Ombuds, LaHatte compensates for his isolation by maintaining strong connections with local professionals unaffiliated with ICANN. (ICANN Ombudsman Blog.)

Related posts: ICANN Appoints Kiwi Attorney to be Its Next Ombuds; ICANN Ombuds Explains a Non-confidential Mediation.

Sacramento Association of Realtors Implements Ombuds Program

The realtor group for the California state capital has unveiled an Ombudsman service. It appears that the program follows the National Association of Realtors standards, which is based on the IOA standards of confidentiality, neutrality, independence and informality. One potential deviation is the role of the Ombuds as a complainant's representative at an ethics mediation.

According to the SAR website:

The Association has identified and trained members with a thorough knowledge of the Code of Ethics and the Standards of Care in the Sacramento real estate industry, as well as the willingness and patience to help others, to provide ombudsmen services. When a phone call from a SAR member or client of a member comes into the Association, the caller may be offered the ombudsman service. The ombudsman may advise the complainant on possible avenues of resolution or simply answer questions. If the matter might be better resolved in a meeting with the respondent, the ombudsman may encourage the complainant to request ethics mediation. If the complainant wishes to file a complaint, the ombudsman can assist the complainant with the preparation of written statements and an understanding of what the burden of proof for a hearing might entail. The ombudsman may also be the disputant's REALTOR® representative at any ensuing hearing. The complainant is assured of complete confidentiality during this process.

(Sacramento Association of Realtors Ombuds.)

Related posts: Realtor Ombuds Programs Continue to Proliferate; New Jersey Realtors Launch Ombuds Program; Fort Collins Realtors Join Colorado Ombuds Program; Portland Realtors Adopt Ombuds Program; National Association of Realtors Will Train Ombuds at Annual Conference.

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).

Red Cross Appoints Associate Ombuds

This post has been deleted. 

Related posts: American Red Cross Appoints Deputy Ombuds; Harvard Law Students Assist Red Cross Ombuds Office With Strategic Research; Red Cross Issues Second Annual Report; 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.)

FINRA Offers Spring 2012 Externship

The Financial Industry Regulatory Authority is offering an unpaid externship in its Rockville, MD office. The extern will work with FINRA Ombuds staff in the spring 2012 semester for 15-20 hours per week.


Duties will include a variety of tasks including research, analyses and writing, document review, as well as providing assistance in developing statistical reports, as well as quarterly and annual management reports preparing for investigative testimony and hearings. Applicants must submit a resume, cover letter and graduate school transcript. Knowledge of securities and ADR preferred, but not required. (FINRA Careers.)

ICANN Ombuds Explains a Non-confidential Mediation

Chris LaHatte, the Ombudsman for the Internet Corporation for Assigned Names and Numbers, blogs about a recent mediation that was not confidential. He acknowledges that, while most mediations are confidential, the parties in this particular case wanted the mediation recorded so it would be available for review.


He also points out that the parties' interest was not inconsistent with ICANN's culture of openness and transparency. It is therefore his practice to ask "if the parties want the matter to be confidential or open." (ICANN Ombudsman Blog.)


Related posts: ICANN Ombuds Points Out--Executive Ombuds Have No Professional Group; ICANN Review Team Says Ombuds Should Move to Applicable IOA Standards; ICANN Interim Ombuds Reports to Board; ICANN Appoints Kiwi Attorney to be Its Next Ombuds.

Michigan County Court Launches Pilot Ombuds Program

The Oakland County Circuit Court has appointed an Ombudsman to serve as a liaison between the judiciary and local attorneys for a six month trial period. Joel H. Serlin, an attorney with "a stellar reputation as a lawyer, mediator and arbitrator" will serve as the Ombuds. He will seek to address and facilitate issues and concerns raised by attorneys regarding active matters before the court.

The proposal for an Ombuds program originated about a year ago and found wide support from judges and the Oakland County Bar Association. According to the Bar Association, the purpose of the Ombuds program is to provide a discreet forum for the informal resolution of issues and matters in which there is no other established or preferred procedure to secure redress. The program will be confidential, neutral, informal and independent. (OCBA President's Message; Oakland Press Law Blog.)

Related posts: Texas State Bar Considers Ombuds Office; Job Posting: Maryland Courts; Court Ombuds Permitted to Serve as Paid Facilitator; New Ombuds Program Serves Jacksonville Bench and Bar; Is the Ninth Circuit Creating an Ombuds Program?; Law Society Equity Ombuds Assist Canadian Legal Professional.

Canada's Largest Union Unveils Ombuds Program for Members

The Canadian Union of Public Employees (Syndicat Canadien de la Fonction Publique), which counts more than half a million service workers as its members, will unveil an Ombuds program at its national convention next week. The Ombuds program was announced earlier this year and aims to respond to complaints of inappropriate behavior at national CUPE events.

Volunteer Ombudspersons received a two-day training. According to conference materials, the Ombuds are confidential and do not take sides, but work with the parties involved to try and resolve the situation. (CUPE Union Education, Convention Program.)

Update: Four Ombuds will Speak at Southern California Mediation Conference

The 23rd  annual conference of the Southern California Mediation Association will feature a panel of four Ombuds discussing their work.  Joining Betsy Decyk, the Ombuds for Cal State Long Beach, and Tom Kosakowski, an Ombuds at UCLA will be David M. Richardson, Health Care Ombudsman-Mediator for Kaiser Permanente, and G. Michael Kilpatrick, Ombudsman for the California Pharmacist Association.

The program description reads:

Organizational ombudsmen serve as embedded conflict resolution experts and facilitate the informal resolution of concerns of stakeholders of the organization. In addition, Ombuds bring systemic concerns to the attention of the organization for resolution. Their work is characterized by confidentiality, independence, neutrality, and informality. This panel of practicing Ombuds will offer insights on their work in various fields.

The SCMA conference takes place November 4 and 5 in Los Angeles and Malibu.  (SCMA Conf. Info.)

Prior post: Southern California Mediation Conference Will Feature Ombuds Panel. 

CERN Ombuds Posts First Annual Report

Vincent Vuillemi, the Ombuds at the European Organization for Nuclear Research, has published a report covering the first year of his office's operation. Vuillemi says that he handled 82 consultations, of which 76% were CERN staff, 10% were CERN users, and 6% were fellows. In total, he assisted about 2.7% of CERN's 2,328 staff members.

Vuillemi saw almost equal numbers of men and women, but noted that given the predominance of men at the institution, women were 2.7 times more likely than men to use the Ombuds service. In addition to other statistical information, Vuillemi also identifying systematic problems and offered recommendations to CERN management. (CERN Ombuds Report 2010-11.)

Related posts: CERN Appoints an Ombuds; New CERN Ombuds Debuts Website; CERN Ombuds Begins Series of Articles for Employees.

Community and Economic Development Association of Cook County to Create Ombuds Program

CEDA, one of the largest private non-profit community organizations in the country, is hiring its first part-time Ombudsman. According to a job description on the CEDA website, the position, "will act as a designated neutral or impartial dispute resolution practitioner whose major function it is to provide confidential assistance to the clients of CEDA by way of investigating and/or attempting to resolve client complaints."

In addition, the Ombuds will identify patterns or areas for improvement in CEDA’s policies and practices, and may recommend revisions as well as assess the climate of the organization.  The reporting relationship for the position and additional details have not been made public.  (CEDA Job Posting.)

National Association of Realtors Will Train Ombuds at Annual Conference

When NAR holds its annual meeting in Anaheim, CA next month, attendees will be able to take a course in creating an Ombuds program for real estate disputes. A two hour session titled, "How to Develop a Local Ombudsman Program" will be offered on November 13.

The description published in conference materials states:

Having a local ombudsman program provides an opportunity for disputing parties to resolve their disagreement without needing to file a formal ethics complaint or arbitration request. The ombudsman’s role is that of a communicator who works to identify the nature of the dispute to determine if discussions with the parties can resolve the matter-- saving time, money and effort on behalf of the parties and the association.

[* * *]

This program will be facilitated by Diane Disbrow (NJ) and Wally Folks (TX) and will include:

* An explanation of the ombudsman concept

* A panel discussion about successful ombudsman programs from various areas

* An opportunity to answer questions about your own local ombudsman program

* Sample materials and resources

Both of the instructors are Realtors and mediators. (NAR Conf. Session Info.; Disbrow Bio; Folks Bio.)

Related posts: Realtor Ombuds Programs Continue to Proliferate; New Jersey Realtors Launch Ombuds Program; Fort Collins Realtors Join Colorado Ombuds Program; Portland Realtors Adopt Ombuds Program.

United Nations Promotes Regional Ombuds to Office Director

The UN has announced the appointment of Kyoko Shiotani as the Ombudsman and Director of Office of the Ombudsman and Mediation Services. Prior to her appointment, Shiotani served as the Regional Ombudsman in Vienna since November 2009. She has worked at the UN since 1992 in a range of other positions, including an 11-year stint as a Political Affairs Officer in the Asia and Middle East Division of the Office of Operations in the Department of Peacekeeping Operations.

Prior to joining the UN, Shiotani worked as an interpreter/translator for high-level Official Development Assistance negotiations in the Ministry of International Trade and Industry in Tokyo. She graduated from the International University in the United Kingdom and earned a Masters from Columbia University. She is a Certified Organizational Ombudsman Practitioner. (UN Ombudsman & Mediation Services.)

Related posts: UN Ombuds Reports on Reorganization Efforts; UN Ombuds Reports Growing Demand for Service; Fully Staffed UN Ombuds Program Issues Report on 2009 Activities.