Welcome and Introduction

Opening Keynote: Something Clinical Is Missing | M. Gerard (Jerry) Fromm

The phrase, “Something clinical is missing”, belongs to an experienced international mediator, who felt that his work was regularly derailed by the irrationality and intense feelings carried by the groups he was trying to help. The pain behind those feelings is what he meant by “clinical”. From his perspective, that pain had to do with the ways that trauma had shaped the large-group identities and societal contexts of those he was working with.

Does this mediator’s plight link to the organizational challenges IOA members face today? In this presentation, I will explore that question by first outlining a framework for thinking about organizations as dynamic systems with enormous potential for creativity or pain-engendering dysfunction. I will then consider some of the lessons learned in the International Dialogue Initiative’s efforts to bring psychological understanding to societal conflict and how those might apply to the stresses – and efforts to deal with them – in today’s organizations.

CS 1A: Achieving and Maintaining Ombuds Embeddedness and Effectiveness | Chuck Doran and Bruce J. MacAlllister

In this presentation, ombuds Bruce MacAllister and Chuck Doran will explore what it means for an ombuds to be embedded, how it leads to ombuds effectiveness, and a way for ombuds to demonstrate their value to the organization. In addition to exploring the components and approaches to achieving embeddedness, and greater effectiveness within and value to the organization, the presenters will share ideas and possible approaches to how these competencies can be achieved. They will then encourage attendees to share examples of how they have achieved embeddedness at their organization.

CS 1B: 

CS 1C: From Uncertainty to Agency: Ombuds Best Practices for Empowering Undergraduate Students | Loralee Hoffer, Susan Lin, and Scott Deyo

In 2024, a new partnership between the UNC Charlotte Ombuds office and the Organizational Science doctoral program resulted in a novel qualitative study of Ombuds who serve undergraduate students–a population rarely examined in the field. Through interviews with 16 Certified Ombuds, the project identified strategies that build trust, foster student agency, and strengthen institutional responsiveness. This interactive session highlights evidence-based practices, illustrated with practitioner quotes, and concludes with practical recommendations participants can apply directly in their own Ombuds work.

CS 1D: The Conflict That Won't Go Away: Using DST to Unlock Stubborn Conflicts | Lexi Wolfe and Isar Mahanian

Why do some organizational conflicts refuse to budge, no matter how much effort or intervention is poured in? In this session, we'll explore how Ombuds can use Dynamical Systems Theory (DST) to make sense of and create movement in these seemingly intractable situations. Participants will gain a clear overview of the DST model, a practical framework for spotting when a conflict is for this approach, and the chance to work through a real-world case that drew national attention. Come ready to engage with new tools and open up fresh possibilities for shifting even the most persistent organizational conflicts.

CS 1E: From Empathy at the Core: Advancing User-Centric Innovation in Ombuds Service | Alexandre St-Jean and Evariste Salndjoukou

In this presentation, we will explore how we use empathy-based approaches to adapt our services to optimize the visitor experience. We will share our journey, highlight gaps hindering inclusivity, and present an innovative three-step strategy to bridge these gaps. Our approach has already driven high demand for our services. Participants will be invited to share their best practices to foster visitor-centric services.

CS 2A: 

CS 2B: Exploring Rapid Ethnography for Ombuds Practice | Matthew L. P. Ricke

Organizational ombuds professionals often observe patterns of conflict and systemic issues without a structured method to analyze them. This interactive workshop introduces Rapid Ethnographic Assessment (REA), a condensed qualitative research approach that complements traditional ombuds practice. Participants will learn practical techniques - rapid interviews, observation, and document review - to uncover hidden patterns, assess organizational culture, and inform systemic recommendations, all while maintaining confidentiality and neutrality. Through discussion and sharing, attendees will gain actionable tools to enhance their organizational insight and impact.

CS 2C: But, He's a Narcissist: Navigating Conflict When Visitors Doubt It's Possible | Geoffrey Adelsberg

This session examines strategies for addressing grandiosity in workplace relationships. Drawing on Terrence Real's framework, participants will learn to distinguish confident leadership from dismissive, entitled behavior and support visitors in expressing difficult truths while preserving dialogue. Using discussion and a participant-generated case, the session highlights techniques for naming relational dynamics compassionately, fostering relational equality, and coaching for clarity and courage. Attendees will gain practical tools for helping visitors navigate grandiosity with compassion, clarity, and hope.

CS 2D: 

CS 2E: Beyond Surface Solutions: The Seven Levels Framework for Transformative Organizational Conflict Resolution | Ian Renaud

This interactive 45-minute session introduces organizational ombuds to the Seven Levels framework - a revolutionary approach that transforms workplace conflicts from problems to solve into opportunities for profound organizational growth. Moving beyond traditional dispute resolution, participants explore how addressing physical, emotional, identity-based, relational, communicative, intuitive, and spiritual dimensions of conflict creates lasting transformation rather than temporary fixes. Through hands-on case study analysis and practical tool application, attendees learn diagnostic techniques to identify root causes across all human experience dimensions. The session combines structured learning with experiential practice, including small group breakouts analyzing real organizational scenarios and hands-on practice with specific intervention techniques. Participants gain enhanced assessment skills to quickly identify which levels need attention in any conflict, expanded intervention options beyond traditional mediation, improved referral decision-making capabilities, and organizational consulting insights about cultural patterns revealed through conflict trends. Key takeaways include the Seven Levels Assessment Matrix for diagnostic use, Organizational Conflict Intelligence Audit tools, templates for difficult conversations, and access to an online resource library with additional practice guides. This framework offers ombuds a comprehensive, evidence-based approach that elevates practice from conflict management to conflict transformation, creating sustainable positive change for individuals and organizations by treating conflicts as catalysts for growth rather than problems to eliminate.

CS 2F: RNA Research Cafe

Survey Session:

Snack Break 

Mini Sessions

Words That Heal

Indigenous Conflict Perspectives

The Value of Reach Out Initiatives

TBA

No More Excuses: How AI Transforms Ombuds from Reactive Responders to Strategic Assets

Navigating the Dual Roles of the Collateral Ombuds: A Duoethnographic Reflection by Two Faculty Ombuds

Assessing Organizational Readiness for an Ombuds Office

Break

Breakout Session 3

CS 3A:

CS 3B: Moving into the Ombuds Role: Strategies for Entering into and Advancing in the Profession | Mitchell Friedman, Scott Cantor, and Amanda Dean

This panel will bring together the perspectives of different ombuds to explore their unique career trajectories. How they landed their first positions in the field, and the lessons that new and aspiring ombuds can draw from them, will be common themes across individual panelist presentations. Attendees at this panel presentation will leave with strategies for positioning themselves competitively as ombuds, understanding employer expectations, and leveraging transferable skills. In so doing, this session aspires to address a gap in professional development resources, as traditional career guidance rarely addresses how to enter the ombuds profession. More broadly, this panel presentation aims to catalyze a discussion in IOA of how to best serve aspiring ombuds and how to support early career ombuds in their efforts to advance their careers.

CS 3C:

CS 3D:

CS 3E:

CS 3F: Practice Survey

Break

Ombuds Stories

Welcome 

Introduction and Mary Rowe Keynote: Paul Sotoudeh

Leaving the Sandbox – Building a Definition Across Models of What It Means to be an Ombuds: In praise of looking outward by defining the ombuds role, in a way that includes all models of practice, so that we can start to clearly explain it to a public that, for the most part, has little idea what we do.

Break 

Breakout Session 4 

CS 4A: 

 CS 4B: Our First Chapters: Stories of Learning, Adapting, and Leading as New Ombuds | Bradley Davis and Jen Amano

Stepping into the Ombuds role can be both rewarding and challenging, especially in the early stages. In this session, two early-career Ombuds will share candid reflections from their first years in practice, offering insights into what helped them succeed, and what they wish they had known sooner. Through storytelling, practical examples, and open discussion, participants will explore best practices, common pitfalls, and strategies for building confidence and competence in the role. Whether you're new to the field or considering a transition into Ombuds work, this session offers a supportive and informative space to learn, reflect, and grow.

CS 4C:  Be the Change You Want to See: Facilitating Self-Agency with our Visitors | Michael N. Herrington, Elisa Ortega-Schultz, MS, MA, LMSW, and Hector Escalante

Fostering self-agency in our visitors is both an ongoing challenge and a critical aspect of our impact, as ombuds.  This interactive session will delve into how locus of control, self-awareness, and acceptance contribute to empowering visitors. Panelists will share practical strategies - ranging from cognitive framing to mindfulness exercises - that help visitors to develop a growth mindset. By identifying common barriers and leveraging shared ombuds experiences, attendees will discover actionable tools and resources to add to their professional toolkit and enhance their practice.

CS 4D: Listening to Ombuds' Voices: An Interactive Discussion of Findings from a Study of Identity-Related Perceptions and Self-Care Strategies in Ombuds Work | Karen M. O'Brien, Mashanda Y. Mosley, Esq., Nazish M. Salahuddin, PhD, and Karoline J. Travato

The presentation will highlight the following topics to educate ombuds about the findings of our study, to encourage ombuds to reflect on how identities play a role in their work, and to discuss self-care strategies for practicing ombuds.I.Overview of findings related to the role of identities in ombuds workII.Participant discussion: How do ombuds and visitor identities play a role in your work? What goals do you have for enhancing identity awareness in yourself, among your colleagues, and in our profession?III.Overview of findings related to the self-care strategies employed by ombuds in this study IV. Participant discussion: What ideas do you have for self-care based on the study findings? V.Participant case application exercise: Apply awareness of identities and understanding of self-care strategies to an identity-related ombuds case.

CS 4E: AI as Your Communications Partner: Simple Strategies to Boost Ombuds Outreach | Elizabeth Hill

Ombuds must be visible to be effective, but outreach often feels overwhelming. Many ombuds struggle with limited time, lack of communications expertise, or uncertainty about what will resonate with employees, leaders, boards, or students. Yet outreach is not just about visibility; it's about trust. Trust is the foundation of dispute resolution, and consistent, thoughtful outreach builds that trust long before an issue arises. This session reframes outreach as a pathway to trust and access and shows how AI can make the process far less daunting. Through live demonstrations and hands-on practice, participants will learn to transform bland updates into engaging messages and visuals while staying aligned with ombuds principles. Special emphasis will be placed on key guardrails, protecting confidentiality, maintaining neutrality, ensuring accuracy, and preserving authenticity, so participants can confidently use AI to support outreach in ways that build trust and uphold their role.

CS 4F: Common Reading

Break

Breakout Session 5 

CS 5A: Radical Hope: Promoting Hope and Healing as Ombuds | Dr. Nadia Ferrara

What does it mean to be a hope giver, in a system that so often erodes it? In this presentation, Dr. Nadia Ferrara, Ombuds at Indigenous Services Canada and the Privy Council Office, will explore hope as a relational practice - one that calls on us to listen deeply, hold space for each other, and meet people where they are at. Rooted in Cultural Humility and trauma and resilience-informed practice, Dr. Ferrara will bring forward her own experience and background as a therapist, hope giver, and Federal Public Servant to discuss our critical need to feel, care, and connect with our compassion and empathy in a system disconnected from humanity

CS 5B: 

CS 5C: Coaching Skills for Ombuds: Time-Tested Tools to Help Visitors Gain Insight, Solve Problems, and Build Resilience in Conflict | Julie Weber and Tracey Brant

Are you curious about how coaching techniques can deepen your impact as an ombuds? Would you like some new practical tools that could help your visitors shift from feeling stuck and overwhelmed to taking empowered action? In this interactive 45-minute workshop, we'll explore and practice essential coaching tools that help visitors clarify what matters most, reframe challenges, and take meaningful steps forward. Whether you're working online, in person, or in hybrid environments, these tools can strengthen your confidence and skill in helping visitors navigate conflict with insight and resilience. This session isn't about adding more to your plate - it's about equipping you with simple, powerful tools you can integrate immediately into your ombuds practice

CS 5D:

CS 5E: Living the Ombuds Ideals--The Four Tenets of the IOA Standards of Practice in Challenging Cases | John Baugus

The presentation will be focused on the findings of my recently completed doctoral dissertation titled Living the Ombuds Ideals: Independence, Impartiality, Informality, and Confidentiality in the Practice of the Organizational Ombuds. The study positioned ombuds work as a form of alternative dispute resolution and was comprised of interviews with 14 organizational ombuds practicing in colleges and universities. The purpose was to determine how ombuds navigate the four central tenets of the IOA - independence, impartiality, informality, and confidentiality - in challenging cases. Using thematic analysis as a tool, the study identified five themes. The presentation will focus on those themes and will also include findings related to the status of the ombuds profession, as the dissertation drew on extensive literature in the sociology of professions to consider the development of the ombuds field over time and the degree to which it can be appropriately described as a profession.

Research Update (RNA) 

Snack Break

Discussion Circles

Break

Introduction and Keynote Presentation 2

Break

Breakout Session 6

CS 6A: Starting New! Starting with Children and Youth! | Judi Fairholm, Dona Houansou, Nandisa Tilayi, and Pierre Cazenvae 

Through an interview process, this presentation will look at: The need for an Ombuds Office within SOS Children's Villages; The role of children and youth in determining the need and their participation in every aspect of designing, recruiting, building awareness and monitoring their National Ombuds; The uniqueness of the SOS Children's Villages Ombuds model; The success and challenges of the ground-up approach by highlighting the three pilot National Ombuds and the growth process in Africa, Asia, Americas and Middle East.

CS 6B: A Pluralistic Approach to Conflict | Kristine Paranica and Amy Hartman

This workshop will consist of four steps: defining the opening commitments and rules of the workshop, emphasizing the ethos of pluralism, conduct facilitated exercises, and discussion.

CS 6C: What Crossing the Himalayas on a Motorcycle Taught Me About Conflict, Connection, and Dialogue and How What I learned Can Change Your Ombuds Practice | Henry Yampolsky

This presentation will introduce the participants to four principles of conflict transformation, namely: tuning inward, observation without evaluation, expansion, and exploration. It will share the captivating story of riding a motorcycle across the Himalayas which inspired the author to develop these principles and will discuss how practices stemming from these principles can make the ombuds practice more restorative and transformative for all involved, including the ombudsperson.

CS 6D: 

CS 6E: 

Break 

Optional Happy Hour 

Optional Affinity Group Breakouts in Gathertown

8:00 AM – 8:45 AM 

Practice Edge

The Practice Edge is intended to raise critical questions related to the edge of practice of organizational ombuds for discussion. This session continues Howard Gadlin’s encouragement to "push the envelope” in a way that challenges us to openly discuss difficult practice issues in a critically supportive manner. This is an opportunity to rethink the settled foundations of ombuds practice.  Practice Edge is intended for intermediate and advanced practitioners. 

Mentoring Session

8:45 AM – 9:00 AM 

Closing

9:00 AM – 10:00 AM

Social Event Cross-Over with ABA

10:00 AM – 1:00 PM 

Cross-Over Sessions with ABA 

ABA Session Track A: Train the Trainer: Facilitating a Conflict Management Workshop with Impact

Jenna Silver - Training Director, CCR 
Nathalie Thompson - Ombuds, Architect of the Capitol

This interactive 3-hour session equips trainers, mentors, and coaches with practical tools to design and deliver impactful conflict management workshops. Participants will explore strategies for teaching conflict theory and practice through inclusive, engaging methods; learn to evaluate outcomes; and navigate ethical challenges such as AI use and power dynamics. Leave with ready-to-use templates, best practices, and a toolkit for creating meaningful, effective learning experiences across remote, hybrid, and in-person settings.

ABA Session Track B: Theory in Action — Deepening Your Skills for Multi-Party and Organizational Team Disputes

Richard Birke - SVP & Executive Director, JAMS Institute at JAMS 
William Froehlich - Director, Divided Community Project, Ohio State University Moritz College of Law 
Fred Wright - Workplace Conciliator, Department of Environment, Land, Water & Planning

This interactive 3-hour workshop helps experienced conflict management professionals strengthen their ability to navigate complex group and organizational conflicts. Participants will explore multi-party conflict theory, organizational dynamics, and intervention design while tackling real-world ethical challenges like power imbalances, confidentiality, and participant well-being. You’ll leave with practical frameworks and strategies for organizational and multi-party contexts.