2022 Session Block A

• Session A1
• Session A2
• Session A3
• Session A4
• Session A5

Reimagining Ombudsing: Exploring How the Pandemic has Changed the Work of Ombuds

Summary: 

Since the COVID pandemic began it has had an incredibly disruptive impact upon world communities. Countries have responded to the challenges of the pandemic in different ways with governments seeking to find a balance between keeping their communities safe, whilst keeping their economies functioning. However as so often occurs in crises, positions have become polarised around increasingly politicized and aggressive narratives, whilst disease and death continue unabated. Whilst the advent of effective vaccines appear to have slowed the spread of the virus, it has also amplified fractures that already existed in society, around issues of inequality as well as around issues of personal choice and civic responsibility. The organizations that ombuds operate in are intimately connected to this volatile and changing environment. There is an unprecedented level of complexity and intensity in the issues being played out in workplaces around the globe. Given this, it is timely to explore the impact of the COVID pandemic upon the role of the ombuds.

Objectives:

• Gain a greater understanding of the impact of the CVOID pandemic upon the ombuds profession.
• Reflect upon the dynamics of crises that can lead to increasing levels of anger and aggression around difference and disagreement.

• Explore the opportunities that arise for the profession as a result of the volatile environment.

Presented by:

Fred Wright
Workplace Conciliator, Government

Fred has over 40 years of experience in public sector administration in a range of operational and management positions across Victorian Government Departments including Justice, Human Services, and Environment. In 2011 he established the Organisational Ombuds program in the Department of Environment, Land, Water, and Planning, which was the first Ombuds program in a government department in Australia. He is a member of the Directorate of Group Relations Australia, a professional association, and a board member of NIODA, a not-for-profit provider of leadership and management education, research, and consultancy.  He is also Chair of the International Outreach Committee and Co-Chair of the Asia Pacific Regional Advisory Committee of the International Ombuds Association

Looking at Professionalism Lapses with an ACE Lens

Summary: 

The pandemic has unveiled much in our professional lives and personal interactions. Stress, conflicts, and a heightened awareness of discrimination, inequities have been central to much of our work now more than ever. Referrals to ombuds, coaching services, and to equity office professionals have likely increased for many of us who work in these arenas. The focus on objective, unbiased, confidential, and impartial assessments of referrals around conflict will often have lapses in professionalism as a core element. In the current climate, complex issues of inequity and discriminatory behavior also have our attention now more than ever. In asking ourselves how can we can "reimagine" new frames and methods for engaging those in conflict and objectively, advancing the issues of justice and equity in a nonpartisan way, the starting point is understanding the individual and the behaviors. Eliciting a narrative is a fundamental skill we rely upon in this work. This session will introduce the concepts of adverse childhood experiences (ACES) and how we have a firm understanding of their adulthood physical and psychological impacts. Using some pre-conference education via online and free modules, the attendees can begin some self-learning on these concepts. Suggested and trusted sites include the CDC's Preventing Adverse Childhood Experiences | VetoViolence (cdc.gov) and Preventing Adverse Childhood Experiences |Violence Prevention|Injury Center|CDC.

The goal is to engage attendees in shared dialogue in breakout rooms on how these concepts, adulthood physical and psychological impacts can inform our narrative building. This session will not ask attendees to report out or reflect on any personal ACE experiences. It will also not be a primer in mental health behaviors or attaching a psychological diagnosis. Rather, the education on ACES is to be viewed as another tool in understanding “not excusing“ lapses in professionalism and the associated behaviors. Relevant evidence-based literature from academic medical journals will be referenced, as will, business literature that may be familiar to attendees. The goal is—with this new knowledge—to reimagine a new frame and methods for engaging those in conflict through our work as ombuds, coaches, facilitators, and educators in any organization. The speaker will lean into years of experience in mentoring, coaching, mediation, and conflict resolution work in an academic health care setting.

Objectives:

• Understand the basic concepts and literature on adverse childhood experiences ( ACES)
• Connect the ACES concepts to our understanding of lapses in professionalism and adult conflict behaviors

• Reframe the approach to restorative coaching around professionalism lapses with a trauma-informed lens

Presented by:

Andrew Sirotnak, MD, FAAP
Professor and Vice-Chair Faculty Affairs, Department of Pediatrics, University of Colorado School of Medicine

Andrew Sirotnak, MD is Professor and Vice-Chair for Faculty Affairs, Department of Pediatrics at the University of Colorado School of Medicine, the Kempe Center, and Children's Hospital Colorado. A Pennsylvania native, he graduated from the University of Scranton, Jefferson Medical College, pediatric residency at the Medical Center of Delaware, A.I. du Pont Children's Hospital, and fellowship training in Child Abuse Pediatrics. His current clinical work, medical education, and outreach efforts focus on child abuse trauma.

As a department Vice Chair, he is responsible for over 1000 pediatric faculty with a broad scope of work that includes mentoring, annual reviews, DEIJ efforts, professionalism concerns, and conflict resolution. Having completed IOA training, he utilizes ombuds practice principles in aspects of conflict engagement, dispute resolution, and team member coaching. In collaboration with University colleagues, he is an advocate for the ombuds work on his large academic medical campus. Among his many recognitions, he was presented the Champions in Healthcare Award, by the Denver Business Journal for professionals excelling through innovation, professional accomplishments, and community leadership; Recognition for Distinguished Service and Leadership, Outstanding Service Unsung Hero Awards from the American Academy of Pediatrics. He is an active member of the Ray E. Helfer Honor Society and its Professional Conduct and Diversity, Equity, and Inclusion committees.

What Ombuds Can Learn From Negotiators: Theory & Application Adapted From the World of Negotiations Education

Summary: Coming Soon

Objectives:

• Understand conflict styles including their own
• Understand and employ a framework for facilitating difficult conversations

• Understand active listening techniques and employing empathy during difficult conversations

Presented by:

Chad Austin
Professor of Law, United States Air Force Academy

Chad Austin is a Professor of Law in the Department of Law at the United States Air Force Academy, Colorado. Courses he has taught include Negotiations; National Security Law; International Law; International Humanitarian Law; War Crimes, Genocide & Human Rights; and Law for the Air Force Officer. His scholarship has focused on conflict resolution, International Humanitarian Law, and teaching pedagogy and he has presented on a wide variety of topics throughout the world. He has taught a variety of negotiation short courses both at Air University and to various federal agencies. He serves served since 2015 as a volunteer mediator for the Colorado Federal Executive Board. Professor Austin served as a Fulbright Scholar to the University of Warsaw Faculty Law School during the academic years of 2017-2018. He also serves as a Judge Advocate General in the Air Force Reserve and holds the rank of Colonel. Military highlights include deploying to Iraq in 2008-2009 to work with the Iraqi judiciary in restoring judicial capacity and his subsequent recognition as the Air Force Reserve Judge Advocate of the year for 2008-2009.

Ombudsing Through Micro-Credentialing

Summary: Coming Soon

Objectives:

• Learn about Micro-Credentials in higher education
• A new perspective on how the ombuds office can reach new visitors and demonstrate the value at their organization

• Learn about new methods for engaging those in pre-conflict

Presented by:

Sofia Trelles
Ombudsperson, Florida International University

Dr. Sofia Trelles serves as Student Ombudsperson within the Division of Academic and Student Affairs at Florida International University in Miami, Florida. She has over 10 years of higher education experience in various student affairs functional areas including residential life and housing, disability resources and fraternity, and sorority life. In her role, she helps Panthers resolve conflicts that may arise during their time at FIU. As a designated neutral person who facilitates the informal resolution of concerns, Trelles works confidentially with each visitor to her office to help them navigate their concerns. Trelles is an advocate for student success. As a graduate of FIU herself, she knows some of the common difficulties that students run into at the university. And as an older sister to a brother whom she saw struggling to balance school, work, and life, she knows how important it is for students to have someone they can talk to if they need additional support in addressing concerns or conflicts. Sofia earned her bachelor's degree in English, her master's degree in Public Administration, and a Ph.D. in Public Affairs from FIU ('11) ('13)('21).

Madeline Kleinberg
Graduate Assistant, Florida International University

Madeline Kleinberg is a graduate assistant in the Office of the Ombudsperson at Florida International University where she is pursuing her Masters in Higher Education Administration. Madeline graduated with her BA from the University of Central Florida in 2015 and her JD from the University of Miami School of Law in 2018. After passing the Florida Bar and practicing law for 3 years, Madeline is excited to be back in higher education.

Eliana Guzman, M.S.
Assistant Director, Office of Micro-Credential, Florida International University

As Assistant Director at the Office of Micro-Credentials, Eliana provides guidance in the development and support of Micro-Credentials across the University. With over ten years of experience in higher education, her focus has been on student success and the opportunity to impact education through the development of courses and pathways that enhance students’ post-graduation success. As a Florida International University alumnus, Eliana completed her Master of Science degree in International and Intercultural Education, with emphasis on training in the internationalization of higher education, cross-cultural communication and exchange, international development, and international educational policy.

Embedded at the Root: Influences on the Road to Reimagination

Summary: 

Ombuds in their role are considered for various key areas including systemic change. Currently, there are renewed/continuous calls for someone to lead institutions in systemic change and difficult conversations, such as race, work relations, diversity inclusion, and belonging, working from home, and accountability and fairness. Some folks are looking to the ombuds to facilitate or bring these concerns to light in order to reimagine organizations or dynamics within institutions. But before we can show up fully to this task, we will need to internally review our own operations to ensure that we can provide the necessary skill and perspective for our clients.

How do we reimagine in our field? In processes toward reimagination, there is often a need to take stock of how one operates currently, identify factors that have shaped and influenced the contours of those procedures, then issue spotting areas for improvement and making a plan to move differently in the future or change course. This session aims to address the second piece of that process. One key factor that can frequently impact our daily work is the majority culture embedded within conflict resolution and the ombuds field overall. The majority culture is often interwoven into daily practice and organizations in both obvious and opaque ways. During this session, we will identify what majority culture is and its accompanying characteristics. We will discuss during an interview with practitioners how this culture influences the work of ombuds and conflict resolution efforts. Finally, we will offer participants the opportunity to have a reflective conversation about the elements in breakout rooms and offer feedback on how we can limit these influences to operate with more intention as we support institutional systemic change.

Objectives:

• Define and Identify elements of the majority culture
• Examine how these cultural influences can show up in ombuds practice
• Reflect on strategies to navigate these influences effectively and rise to meet the needs of both clients and organizations

Presented by:

Ashley J. Davis
Associate Ombud, University of Washington

Ashley Jolice Davis serves as an Associate Ombud at the University of Washington. Ashley received her J.D. from the University of Wisconsin Law School and Bachelor of Arts from Northwestern University. Ashley began her career in conflict resolution several years ago, while working in her hometown Chicago as a mediator, program manager, coach, and trainer at a citywide mediation services provider. She is interested in further exploring and applying interdisciplinary tools, such as organizational development, executive coaching, and diversity equity and inclusion to further develop as a practitioner and provide quality client service. She is also a current American Bar Association Ombuds Committee Fellow.

Desirée Anderson, PhD
Associate Dean, Diversity and Student Affairs, University of New Orleans

Desirée Anderson was born in San Diego, California. The child of Naval personnel, she had the pleasure of living abroad in Belgium until she graduated high school. Desirée returned to the United States to live in Louisville, Kentucky where she completed both her Bachelors and Masters Degrees from the University of Louisville. Before coming to serve as the Associate Dean of Diversity and Student Affairs at the University of New Orleans she worked as the Director of the Intercultural Center at Saint Mary's College of California. She previously held positions as the Associate Director of Multicultural Affairs at Tulane University and as an Area Residence Director at Texas State University. She earned her Ph.D. in Educational Administration from the University of New Orleans studying The Use of Campus-Based Restorative Justice Practices to Address Incidents of Bias: Facilitators' Experiences. Desirée is currently working on a book chapter in Colorizing Restorative Justice by Living Justice Press and in her free time, she enjoys reading, singing, dancing, and watching an unnecessary amount of TV, especially ESPN.