Session 4A | Getting a CLEW: Ombuds Facilitating Change and Bridging Gaps Via New Chair Leadership Engagement Workgroup

In this session, participants will hear about an ombuds team’s experiences in forming and leading a senior leadership workgroup to address gaps in leadership connection and organizational needs for change. Ombuds describe experiences facilitating monthly meetings, guiding collaborative discussions, identifying needs for change, supporting leadership alignment, promoting inter-departmental collaboration, and building awareness of organizational information and resources. Participants are encouraged to share their own experiences in guiding organizational change resulting in lively discussion focused on innovative ombuds approaches.

In this session:

• Hear the ombuds team at Baylor College of Medicine describe their experiences in forming a workgroup of department chairs and facilitating monthly meetings addressing relevant topics, improving communication, collaboration, and connection.
• Hear about a creative way that the ombuds office is adding value to the organization via organizational consultation, change management, and leadership and have opportunities to share their own similar experiences or ask questions.
• Hear ombuds describe how ombuds principles of independence, impartiality, informality, and confidentiality strengthen their roles as facilitators of the meetings, support lively collaborative discussion and pave the way for organizational change.

Melanie Jagneaux is the Executive Director of the Ombuds Office at Baylor College of Medicine in Houston, Texas.

Alicia Booker, Ph.D. is the Principal Ombuds for Baylor College of Medicine and former University Ombudsperson for the University of Alabama at Birmingham.
Alicia received her Ph.D. from Nova Southeastern University’s Conflict Analysis and Resolution program. Her dissertation project focused on Competencies for Ombuds practicing in Higher Education. She has a passion helping people explore their options when faced with conflict and they feel stuck. She has more than 15 years of experience in public speaking, executive coaching, conflict management, conflict resolution, and conflict reduction techniques training. Alicia earned a Bachelor of Arts in Journalism and a Master of Arts in Dispute Resolution from Southern Methodist University (SMU). She is an Adjunct Faculty at SMU and has served as a guest lecturer at Lipscomb University, Nova Southeastern University, and the University of Texas. Alicia has received graduate certificates in executive coaching, conflict coaching, mediation, and advanced training on workplace collaboration from SMU and a qualitative research graduate certificate from NSU. In addition to dispute resolution, Alicia’s roots in investigative journalism and private investigation have equipped her with critical interview and question-asking skills that are key to her role as an ombuds.

Target Audience: Established Ombuds and Experienced Ombuds*

Session 4B | Ripped From the Higher Ed Headlines: How Might the Ombuds Help?

In this interactive presentation, participants will learn about certain common challenges inherent in the structures of academia. Participants will then consider case studies taken from recent higher ed headlines in order to discuss how an Ombuds might work with visitors to uncover options and potentially transform the conflicts.

In this session:

• Identify certain characteristics of higher education that make it unique from many other workplace settings
• Reflect on how an Ombuds might assist visitors navigating conflicts involving these unique characteristics
• Consider the transformational potential inherent in many higher ed conflicts

Julia Farmer is the Director of Ombuds Services at the University of West Georgia. She has been in that role for three years, following completion of a master's degree in Conflict Management. Prior to that, she was Professor of Spanish and chair of the Faculty Senate at the university.

Target Audience: Emerging Ombuds, Established Ombuds, and Experienced Ombuds*

Session 4C | Powerful Oral and Data Storytelling: Encouraging Systemic Change by Communicating Impact

This session is focused on how to impactfully engage with institutional decision-makers when an Ombudsperson identifies systemic issues that should be prioritized to be addressed. that should be prioritized to be addressed.

Practicing ombuds understands the importance of data, and dutifully reports out the work of the office using data. However, data alone does not compel decision-makers to action. Instead, by using effective storytelling, and then using data to back up the story, the result is that decision-makers are more likely to be compelled to act and rectify the systemic issue identified by the Ombuds office.

In this session:

• Understand the importance of creating impactful messaging centered on identified systemic issues using storytelling and data.
• Learn key techniques for impactful storytelling from the ombuds perspective, ensuring neutrality and confidentiality.
• Learn how to use data effectively to stand up the story of the systemic issue that you are trying to raise awareness of.

Tina Hinh is a certified mediator and is the Associate Conflict Resolution Office for the Office of the Ombudsman for the UN Refugee Agency. In addition to helping the organization resolve internal and interpersonal conflicts, Tina manages the data analysis and reporting on trends for the office, and helps manage the various team mediation initiatives. She has a background in refugee protection, refugee empowerment, and resettlement, and has been with the organization for over a decade.

Balint Balassa began his career by observing the most well-known conflicts in the world: he studied, practised, and taught drama and literature. Teaching literature to children was like providing them with guidance for life, showing how human relationships develop or, sometimes, deteriorate. After joining UN-HCR, the scope of his work widened. He trained thousands of colleagues from different cultures, and life situations in conflict management, communication, mediation, and team building, meanwhile gaining immense experience. He eventually ended up working with the Ombudsman's Office. Here, what was fiction in the most remarkable pieces of literature, became a reality. Together with his excellent colleagues in the ombuds team, he tries his best to rise to the task to help visitors in their often vulnerable and challenging situations, every day.

Target Audience: Emerging Ombuds and Established Ombuds*

Session 4D | How Ombuds Programs Empower D&I and the Worker Voice

Chevron’s Global Office of Ombuds will share best practices on how they partner and foster an inclusive culture globally.

In this session:

• Discuss types of D&I concerns that come to Ombuds
• Understand tools and resources to facilitate partnership with D&I
• Identify opportunities for future partnership with D&I

Sana Manjeshwar is the Global Principal Ombuds Manager with Chevron´s Global Office of Ombuds and is based in Houston, Texas. Her Ombudsman career began at AllianceBernstein´s where she served as their Ombudsman in New York. Prior to her Ombudsman career, she was a labor and employment attorney, and a human resources manager. She earned a BA in Psychology with a concentration in Industrial Relations from McGill University and a JD from Fordham University School of Law. She has studied, worked, and/or lived in London, Paris, Lagos, Mumbai, Montreal, Chicago, Washington, D.C., New York, and Houston. Additionally, she has gained exposure to all types of industries and work cultures, including manufacturing plants, law firms, hospitals, several government organizations, unions, the EEOC, courts, retail, and financial services.

Janet Vantriet is an Ombuds Manager with Chevron’s Global Office of Ombuds and is based in Perth, Australia. Before her Ombuds career, she was a Global Manager, People Capability and Performance at Bradken Pty Ltd in New South Wales and served in various Human Resources and conflict resolution roles in corporate, mining, and engineering companies across Australia. She has lived and worked in Asia, Africa, and Australia and speaks three languages—English, Kiswahili, and Kikuyu (her mother tongue). She obtained her Bachelor of Science in Communications and Information Technology and Master’s degree in Business Administration and Human Resources Management from Edith Cowan University and is also an experienced mediator and coach.

Takis Bogdanos is an Ombuds Manager with Chevron’s Global Office of Ombuds and is based in Houston, Texas. Prior to his role in Ombuds, he worked as a Lead Employee Assistance and WorkLife Services Advisor. Before joining Chevron, he was an Employee Assistance Advisor at NASA Johnson Space Center and a clinician in various clinical psychotherapy roles. He earned his graduate degree in Clinical Psychology, is a Licensed Professional Counselor – Supervisor in Texas, and is certified as a mediator and Human Performance practitioner. He has lived and worked in Athens, New York City, London, San Francisco, Los Angeles, and Houston, and has presented on a variety of topics, including psychological safety, reorganizations due to change and transition, mental health issues affecting work performance, and coming out at work in support of LGBTQI+ employees. He is bilingual in Greek and English.

Alyssa Robbins is an Ombuds Manager with Chevron’s Global Office of Ombuds and is based in San Ramon, California. She joined Chevron on the HR Development Program, and prior to Chevron, she earned her Bachelor of Arts in Psychology from Weber State University in Ogden, Utah and her Master of Business Administration from Texas A&M University in College Station, Texas. While at Chevron, she has worked in various HR roles including HR Business Partner, HR Projects, and HR Business Partner Team Lead. Additionally, she has held roles managing development programs for HR and within the business.

Diana Wu is an Ombuds Analyst with Chevron’s Global Office of Ombuds and is based in Houston, Texas. Prior to her time in Ombuds, she earned her Bachelor of Science in Psychology from Texas A&M University and worked as an analyst in HR and was involved in equal employment opportunity, affirmative action, pay equity, and HR policy.

Target Audience: Emerging Ombuds and Established Ombuds*

Session 4E | Who are We, and What Do We Do? Insights from the 2022 Practice Survey

How has ombuds work evolved? What core practices remain consistent? How are ombuds helping to address diversity, equity, inclusion, and belonging? How do ombuds' achievements and serious cases illuminate value? In this session, facilitators will explore these questions using data from the IOA Practice Survey, and participants will be encouraged to share their own observations and experiences.

In this session:

• Identify issues affecting ombuds' most serious cases
• Consider ways in which ombuds affect DIEB-related work in organizations
• Compare survey data gleaned from specific sub-groups (sector, years of experience, etc.)

Dr. Jennifer Schneider has been the student ombuds at the University of South Florida (USF) since 2015. Prior to her current role, she held various positions at USF, the University of Central Florida, and Polk State College. She has earned bachelor's and master's degrees in education and a Ph.D. in higher education administration. Jennifer is an IOA mentor and she serves on IOA's Research and Assessment Committee. She is also one of the creators and facilitators of IOA's Nuts and Bolts course.

Dr. Timothy Hedeen is an experienced ombuds, mediator, and researcher, as well as Professor of Conflict Management at Kennesaw State University. He describes his work as "constructive conflict engagement," whether mediating workplace disputes, coaching private clients, or facilitating public policy dialogues. He frequently serves as a consultant, trainer, and evaluator in organizational, judicial, and educational settings. He's conducted many studies of ombuds services, including the ACUS report on federal agency ombuds, the past four IOA bi-annual practice surveys, and comprehensive reviews of ombuds offices at major universities.

Dr. Mary Rowe was an ombud at MIT for 42 years, and since then has been Adjunct Professor of Negotiation and Conflict Management at the MIT Sloan School of Management doing research and widespread consulting about ombuds, conflict management systems, harassment, bystanders, and micro-affirmations. Her Research and Publications website is https://mitmgmtfaculty.mit.edu/mrowe/research/ with many dozens of articles, mostly free access, about being an ombud and about ombuds practice. She also put many records into MIT Archives.

Dr. Hector Escalante is the University Ombuds at UC Merced. He was previously the inaugural ombuds for the University of the Pacific and continues to offer ombuds services to small non-profit organizations. Hector specializes in conflict resolution, healthy communication, and learning and development that promotes inclusion, healthy communication, and conflict resolution. Hector's passions include treating all with fairness, equity, dignity, and compassion.

Target Audience: Emerging Ombuds, Established Ombuds, and Experienced Ombuds*

*Emerging Ombuds (0-3 years of practice and/or knowledge in topical area)

*Established Ombuds (3-9 years of practice and/or knowledge in topical area)

*Experienced Ombuds (More than 10 years of practice and/or knowledge in topical area)

3 April | 4 April | 5 April