IOA 2025 Conference Schedule Details

CS 1A: Lions, Tigers and Bears, Oh My! Addressing External and Internal Policy Changes that Impact Ombuds Offices

External and internal policy changes can bring both challenges and opportunities for an ombuds office. External changes (i.e. statute or legislation) and internal changes (i.e. organizational mandates) can significantly impact how an office functions, can wreak havoc on our practice, and our organizational relationships. Yet the opportunities to educate and embed a properly structured office during these times of change exist. Using real and hypothetical examples of policy changes, our panel will provide attendees with ideas on how to anticipate and plan for change, and how to address policy changes when it happens.

Ellen Miller is the Executive Director of the International Ombuds Association. An advocate for organizational ombuds, Ellen speaks, writes, and educates policymakers on issues impacting the field.  She is a collaborative, creative leader with more than 25 years of experience including organizational management, program development, advocacy, stakeholder engagement, and strategic planning/positioning. A trained mediator and facilitator,  Ellen has a proven ability to develop and maintain strong, effective relationships and develop creative approaches to organizational challenges. Previously, Ellen served as Executive Director of the California Lawyers Foundation and Associate Executive Director (Initiatives and External Relations) of the California Lawyers Association where she provided strategic direction and organizational development for a myriad of new programs and initiatives including DEI, access to justice, health and wellness, public education, and bar relations, and several foundational projects. Prior to joining CLF/CLA, she served as the Executive Director/CEO of the San Diego County Bar Association and as Section Director of the Section of Dispute Resolution at the American Bar Association.

Sarah Klaper, JD, was named Northwestern University's first university ombudsperson in August 2021. Sarah comes to Northwestern from Northern Illinois University in DeKalb, Ill., where she served for nine years as the University Ombudsperson. Prior to her time at NIU, Sarah was an instructor of Legal Analysis, Research, and Communication at DePaul University College of Law in Chicago. She also taught Education Law, as well as State and Local Government. Sarah's background is in law, and she practiced mainly public interest work for many years. Sarah started her legal career at Southeastern Ohio Legal Services in Portsmouth, Ohio. She last practiced at the Citizen Advocacy Center in Elmhurst, Illinois, where she focused on open government work and community organizing around issues such as the First Amendment, the Open Meetings Act, and the Freedom of Information Act. The principles of fairness and equity have guided Sarah throughout her career.

Jessica Kuchta-Miller, MA, JD, is the university ombuds at Duke University. She holds a law degree with a certificate in Dispute Resolution and a master’s degree in counseling psychology. As a longtime mediator and qualified neutral, Jessica brings significant experience in training others in mediation, negotiation, conflict resolution, and communication skills. She is an active member of the International Ombuds Association and frequently teaches the Foundations of the Organizational Ombuds course while mentoring new ombuds.

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CS 1B: Ombudsing While Trans: Leveraging Queer Theory in Conflict Resolution Practice

Ombuds work calls us to think beyond a black-and-white worldview when navigating conflict resolution. Queer theory as a framework critically evaluates the ways in which practitioners can look beyond a binary to find a nuanced resolution. This session will help provide the basics of queer theory and its applicability to ombuds work, as well as practical application through case studies. As two queer ombuds, we will share our experiences in our roles to illustrate the efficacy of this model.

finn schneider (they/them) has worked in U.S. higher education for 16 years across a variety of administrative and instructional roles. They currently work at the University of Minnesota Twin Cities as an ombudsperson and the director of the student ombuds office. They have been practicing as an ombuds for 5 years, with previous conflict resolution experience working in student housing, campus violence prevention, leadership development, and LGBTQ+ services.

 

Markku Makinen (she/her) has worked in higher education for 4 years, in the areas of student housing and LGBTQ+ student services. She has been a practicing organizational ombuds for 2 years at the University of Minnesota, and her career in higher education has provided a plethora of experience in navigating conflict resolution from many different perspectives. Markku received a Masters in Leadership in Student Affairs from the University of St. Thomas, as well as a certification in mediation that has allowed the ombuds office to expand the resources available to visitors.

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CS 1C: Organizational Ombuds: Deliver on Your Promise of Confidentiality 

One of the core promises that an organizational ombuds office makes to its visitors is the promise of confidentiality. Ombuds promise that the identity of the visitor, communications, and information specifically relating to them will not be revealed to anyone outside of the ombuds office. Confidentiality is central to the work of organizational ombuds: visitors rely on it when deciding whether to bring their issues to the ombuds office, ombuds utilize it to provide accurate, adequate, and candid information to their visitors and to retain ownership over the communications that they are involved in, and organizations benefit from the fact that it strengthens compliance reporting, fosters trust, and encourages more efficient conflict resolution. 

However, while an agreement to maintain confidentiality might protect ombuds information during the normal course of the ombuds' and organization's operations, this commitment to confidentiality cannot always protect information when that information is requested as evidence in a legal proceeding.  The possibility that confidential organizational ombuds could be potentially compelled to disclose confidential information under some circumstances means that, when an ombuds asserts that it will maintain confidentiality, the commitment may be challenged.  Through participation in this session, attendees will learn about defensive strategies that could prevent disclosure of those confidences, including common law testimonial privilege, constitutional rights to privacy, implied contract theory, the trial discovery process,  and mediation shield statutes.  The session will focus on practical application of these defensive strategies to ombuds office protocols.  Participants will review and discuss how they could align ombuds office protocols with these strategies.  We will discuss approaches to implement techniques that help maximize the opportunity to deliver on their promise of confidentiality to their visitors.

Meg Willoughby is the inaugural Faculty Ombuds at Villanova University since 2019. She served as Co-Chair of the ABA’s Ombuds Committee, receiving the 2024 Outstanding Committee Award and Best Program Award for Ombuds Day 2023. Previously, Meg was Senior Attorney and Subject Matter Expert in the U.S. Department of Education, Office for Civil Rights, and Litigation Associate at Stradley, Ronon, Stevens & Young LLP. She received a JD and Masters 

 

Bruce MacAllister, B.S., J.D. Has thirty years of ombuds experience and has served as the inaugural ombuds for four organizations, including most recently serving as Ombuds for the International Foundation for Online Responsibility and for The Little Owl Society for Families and Children. In addition to ombuds work, he served as General Counsel to a large state law enforcement agency, Vice President for Finance and Administration for a regional community college, and a mediator for court systems, municipalities, and state and federal agencies.

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CS 1D: Why Good Charters are Important for Ombuds and their Organizations and How to Respond and Address Challenges to Adopting a Good Charter 

This program will focus on the need for good charters and the risks faced by ombuds and organizations if they do not have one.  In conjunction with a JIOA article on the importance of a comprehensive and complete charter, the key elements of a good charter will be presented, and the panelists will discuss various challenges they have faced in getting organizations to adopt good charters. The second half of the program is designed to help attendees gain strategic insights and advice on any obstacles they have experienced in getting their organizations to adopt good charters.

Chuck Doran is an experienced organizational ombuds, mediator, and trainer. Chuck is a Certified Organizational Ombuds Practitioner (CO-OP) and a member of the International Ombuds Association who completed ombuds training with the IOA in 1995. Chuck has served as an outsourced organizational ombuds for companies, universities, and other organizations since 1997 and received a President's Award from the IOA in 2024. A mediator since 1992, he is a member of the National Academy of Distinguished Neutrals and the CPR Dispute Resolution Panel of Distinguished Neutrals. He has mediated with the Equal Employment Opportunity Commission (EEOC), the Massachusetts Commission Against Discrimination (MCAD), MWI, the Harvard Mediation Program, and the United States Postal Service REDRESS I and REDRESS II Mediation Panels. In addition to his ombuds and mediation work, Chuck works nationally and internationally as a dispute resolution trainer and consultant with corporate, governmental, and non-profit clients including Coca-Cola Enterprises, General Motors, Bose Corporation, and the Harvard Negotiation Project at Harvard Law School. Chuck has served as a teaching assistant on multiple occasions with Professor Roger Fisher at Harvard Law School's Program of Instruction for Lawyers Negotiation Workshop. In 1993, Chuck completed a Specialization in Negotiation and Dispute Resolution at the Program on Negotiation and chaired two regional ADR Conferences in 1997 and 1999. Chuck served as a member of the Massachusetts Supreme Judicial Court Standing Committee on Dispute Resolution and was Chair of the Qualifications Subcommittee. He is a member of the Massachusetts Bar Association's Dispute Resolution Advisory Group and is a past president of the Association for Conflict Resolution, New England Chapter. Chuck is also a Distinguished Fellow with the International Academy of Mediators (IAM) and a past president of IAM's Board of Governors.

Chuck Howard is an organizational ombuds consultant. He was the Executive Director of IOA from September 2019 through February 2022. Previously, he was a Litigation Partner in and the General Counsel of the law firm of Shipman & Goodwin LLP in Connecticut where he created and represented ombuds programs nationally for over 30 years. He wrote two leading books on ombuds issues published by the American Bar Association. In 2019, he received the Lifetime Achievement Award and the New England Trailblazer Award from the Connecticut Law Tribune and Law.com. He also received the 2022 Inaugural Trailblazer Award from IOA

Allison Monyei Whaley, J.D., SHRM-CP, CO-OP® is an Associate Ombuds at the U.S. Census Bureau. She also works as an organizational ombuds for MWI. Her commitment to empowering people to achieve their own resolutions has characterized her work as an ombuds, fulfilling the role as a shuttle diplomat, facilitator, and mediator. Before entering the ombuds profession, she worked as an attorney, advocating on behalf of our nation's veterans and their families. She is an active leader in the ombuds community where she acts as administrator for the Black Ombuds Network and serves on the International Ombudsman Association CO-OP® Board of Directors.

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CS 1E: Effective Coaching in Ombuds Practice: The EASE Model

To date, the factors that make conflict coaching service outcomes in ombuds offices successful have not been extensively studied and almost no quantitative research has been published on the ombuds profession. Therefore, the aim of our work on the EASE protocol was to develop a brief, measurable conflict coaching protocol for use in ombuds practice and to validate measurement tools to monitor the efficacy of ombuds practice in service to visitors. Outcomes were measured regarding visitor retention in services versus premature termination, successfully following through on agreed-upon goals, and visitor well-being. This new protocol will hopefully aid in furthering the professionalisation of ombuds services and inform training programs. Bridging what we know works from the field of psychotherapy to lead to positive client outcomes, the present study is the first to develop a testable protocol for measurement of ombuds practice service outcomes.             

Conflict coaching shares parallels with psychotherapy, which also aims to promote well-being through professional relationships. In the field of psychotherapy, well-being change, cooperation, and compliance relies on the alliance between the service provider and the service recipient, while using an evidence-based theoretical framework is also important. Alliance involves: 1) Agreement on goals; 2) Agreement on tasks to reach goals; 3) Development of a personal bond made up of reciprocal positive feelings.

The elements of the EASE conflict coaching protocol aim to enhance the alliance between the ombuds and the visitor to lead to successful coaching outcomes. We will present theory, the EASE model, quantitative data to show the elements of EASE in relation to ombuds service outcomes, and provide the opportunity for hands-on role-plays for participants to begin to learn the EASE model.

Brent Epperson, Ph.D. serves as an ombuds at the University of Luxembourg (part-time) and as an Assistant Professor and researcher of conflict studies at Saint Paul University in Canada. Brent has worked as an ombuds in Europe and North America for nearly 11 years. His research focuses on ombuds practice, good governance and the development of administratively fair and equitable policies and procedures, and issue representation in policy debates. He is a Board Member of the European Network of Ombuds in Higher Education (ENOHE), a member of the International Ombuds Association (IOA), and an Associate Member of the Association of Canadian College and University Ombuds (ACCUO).

Laura Armstrong, Ph.D., C.Psych. is a nationally-funded researcher, Full Professor of Counselling and Psychotherapy, and a Clinical Psychologist who has developed mental health education programs using Meaning Mindset Theory, new knowledge mobilization research methodology, and validated measures of risk behaviours, meaning, alliance, and mental health. Dr. Armstrong brings expertise in knowledge mobilization, program development, digital media and the arts to convey educational information, and the application of what works in psychology to other fields. She has published or presented 75 articles, books, chapters, posters, workshops, and technical manuscripts in the areas of psychometric measure development, program development and evaluation, Second and Third Wave Positive Psychology, suicide prevention, and promotion of meaning and well-being. Dr. Armstrong has received Foundations in Ombuds Training.

CS 2A: Demystifying and Destigmatizing the Reality of Ombuds Litigation Involvement: Insights and Learnings for When It Happens to You

Like it or not, even effective Organizational Ombuds (OO) practice comes with risks that practitioners and/or programs could be pulled into a litigation situation.  If and when it happens to your OO practice how should you respond?  Who and what might you be responding to?   What does it actually look like to "oppose disclosing confidential information" as the IOA Confidentiality Standard of Practice obligates OOs to do?  These concerns and challenges will be explored through a "what would you do" simulation exercise utilizing the information and communications of an actual OO litigation situation.  Practical examples of effective strategies and approaches for addressing these types of situations will be discussed and examined.

Sean Banks is the Director of Ombuds Services and Company Ombuds for the Shell Oil Company.  He is in his 27th year as an ombuds practitioner.  Prior to Shell he served as Director and Campus Ombuds at UCLA and California Polytechnic State University.  Sean has extensive experience cultivating and maintaining cooperative working relationships with organizational leadership, compliance functions, employees and students to effectively address a myriad of internal problematic issues and matters of concern.  His professional background, expertise and interests are primarily in the areas of conflict and dispute management, career and dilemma counseling and coaching, diversity, equity and inclusion enhancement program development and implementation, and governmental and organizational policy analysis.  Sean is a former Board Member of the International Ombuds Association.  Sean holds a BA in Political Science from the University of California, San Diego and M.Ed in Counseling and Juris Doctorate from the University of San Diego.

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CS 2B: Practical Skill-Building for Ombuds Practice: Issue Identification

Most ombuds will have attended seminars on the foundations of ombuds practice.  Many practicing ombuds, however, do not have the time or opportunity to regularly review their ombuds skills, let alone  hone and critique them. This short workshop is intended for these ombuds practitioners.   In this short, interactive session, participants will use case studies, quizzes, break-out groups and plenary discussions to identify typical issues that might present during an ombuds case.  Participants will also consider the presence of covert issues, and their impact on problem resolution.  Finally, participants will discuss the impediments to issue identification.

Linda M. Brothers is the inaugural University Staff Ombudsperson for Georgetown University, having previously been an ombuds at the National Institutes of Health and Wellesley College. Her areas of special focus include perceived difference and intercultural conflict, systemic conflict within organizations, and the practical application of theory to advance ombuds practice. Brothers writes on these subjects and is a frequent presenter for the International Ombuds Association, the Center for Alternative Dispute Resolution, and the Coalition of Federal Ombudsmen. She is a past Board Member of the New England Association for Conflict Resolution; she holds a J.D. from NYU and a B.A. from Yale University.

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CS 2C: Unraveling Stories: An Examination for the Narrative Curious Practitioner 

Helping a visitor rethink their story can often lead to some creative problem-solving. By gently encouraging them to align their story with their goals, we can help open up new possibilities. Instead of just taking a visitor’s story at face value, this session will cover: Part 1) the building blocks of the stories visitors often tell; Part 2) why they might frame their stories a certain way; Part 3) how different storytelling styles can shape their outlook; and Part 4) techniques to help visitors reshape limiting narratives. In the first part, we'll dive into what makes a story more than just a series of events. We'll explore the narrative elements like who's involved, when the story starts, and how the plot unfolds that connect experiences and help the visitor find meaning in their story.  Building on that, the second part will look at why visitors might focus on certain elements over others. Understanding these choices can reveal the conscious or unconscious reasons behind how they craft their stories. In part three, we'll discuss how framing a story one way or another can either expand or limit the options visitors think they have. Finally, part four will bring in insights from narrative mediation, therapy, and coaching to help visitors consider new ways to reframe their narratives and see fresh possibilities.

Nicholas Theotocatos started his career working as a lawyer for a firm representing the State of Alaska on the Alaska North Slope Royalty Litigation. Before becoming an ombudsman, Nicholas helped build administrative tribunals, working first for the UN Compensation Commission and then for the German Forced Labour Compensation Programme administered by the International Organization for Migration (IOM). He was the Ombudsperson for IOM from 2007 until 2009, the UN's Regional Ombudsman in Nairobi from 2010 until 2019 and has been the UN’s Regional Ombudsman in Geneva since 2019.

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CS 2D: A Winning Combination: A Reciprocal Relationship with Student Interns/Workers in Ombuds Practice

Are you looking to engage student interns/workers in your Ombuds office? Or perhaps you're interested in exploring best practices to maximize student interns/workers? Join us for a dynamic session that includes content delivery and a panel of practitioners as we delve into the mutual benefits of integrating students into Ombuds work. This session will highlight the reciprocal value of student interns/workers in Ombuds offices offering essential support to the office and exceptional skill development opportunities for undergraduate and graduate students.

Donna Buehler serves as Stony Brook University Ombuds. She held two prior positions at the university as Director of the Employee Assistance Program and Director of Healthier U Workplace Wellness. Donna received her BA from the University of Connecticut and Master of Science in Social Work from Columbia University with a minor in business administration. Donna is a member of The International Ombuds Association and the International Association of Employee Assistance Professionals in Education where she was a board member and recipient of the 2012 IAEAPE Service Award. She holds a certificate in mediation from Quinnipiac University School of Law. - headshot in folder

Jivanto van Hemert (he/him) serves as the University Ombuds at the University of Cincinnati. He holds a Master of Education Degree in College Student Personnel from Ohio University and a Master of Business Administration from Salve Regina University where he also obtained a Bachelor of Arts in Administration of Justice. Additionally, Jivanto holds a Graduate Certificate in Crisis Communications and is currently a law student. Jivanto volunteers with the Dayton Mediation Center as a transformative mediator and is a certified Sustained Dialogue facilitator.

Aasma Batool is a graduate student at University of New Mexico in the College of Education, working toward a PhD in Language Literacy & Sociocultural Studies with in TESOL. Lana served as a graduate ombuds through Graduate Services starting in the Fall 2020 semester. More recently, she joined the Ombuds Services team as Project Assistant Ombuds.

 

Lana Smith-Hale earned her B.S. in Psychology from Cal Poly, San Luis Obispo, and her Master’s in Social Work from the University of Southern California. She is a Licensed Clinical Social Worker in California and holds a Mediation Certification from UC Irvine. With extensive experience in mental health and group dynamics, Lana began working at UC Santa Barbara in 2014. She has served as Assistant Director of Graduate Career Services, a summer program lecturer, and as a therapist and supervisor at the Hosford Clinic. Since 2023, Lana has been serving as an Assistant Ombuds at UCSB.

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 CS 2E: Compelling Insights and Important Implications from IOA Surveys of Practice and Compensation

Ombuds seek information, and seek to get information where it needs to go. Would you like to know what issues are seen most frequently by ombuds in your sector? Or how many cases an ombuds typically handles in a year? Or who brought the most serious cases to the ombuds' attention? Or which services almost all ombuds offer, and which almost none do? And what about typical salaries and reporting lines? Come to this presentation, and leave with valuable information!

Dr. Jennifer Schneider is an organizational ombuds at the University of South Florida (USF), offering ombuds services to nearly 50K undergraduate, graduate, and professional students. Prior to her current role, Jennifer held various faculty and administrative positions at USF, the University of Central Florida, and at Polk State College. She also spent over ten years teaching in the public K-12 system. Jennifer has been an active IOA volunteer since 2015. She currently serves on the Research and Assessment Committee and co-chairs the Advocacy Committee. She was previously a member of the Communications Committee, where she served as editor of The Independent Voice.

Dr. Mary Rowe was an ombuds 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 contains many dozens of articles, mostly free access, about being an ombud and about ombuds practice. She also put many records into MIT Archives. 

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 five IOA bi-annual practice surveys, and comprehensive reviews of ombuds offices at major universities.

Dr. Hector Escalante Meza is the University of California, Merced, Director of the Ombuds Office. Not that long ago, he was the inaugural ombuds for the University of the Pacific. He also serves as an ombuds consultant for non-profit companies. He comes from both a management and academic background. Escalante has developed new ombuds offices in both the academic and nonprofit sectors. Escalante holds a Doctor of Education and a Master of Fine Arts in creative non-fiction writing. He served as a college professor for many years before transitioning into academic administration. Escalante is a trained mediator, DISC profile facilitator, Crucial Conversations Trainer, 3 Practice Circle facilitator, and a conflict resolution professional. Escalante currently teaches a conflict and negotiation course at the University of the Pacific. As an Organizational Ombuds, he works with individuals and groups in an organization to explore and assist them in determining options to help resolve complex work-place conflicts.

CS 3A: Playing Well with Others: Improvisation Activities to Help Ombuds Meet the Moment

Learn how to develop and improve your ability to be in the moment when connecting with visitors or parties in a facilitation. Ombuds must build trust, hear stories, reframe, show empathy, listen for offers, promote reflection, be mindful of the time, and the list goes on. In facilitation, ombuds must recognize places for mutual gains, balance the speakers' time, attend to power dynamics and know when to talk and when to listen. In total, to be their most effective, Ombuds must meet the moment with grace or charm, truth or understanding but always in good time. Using improvisation, in this session, learners will practice innovative structures that support the idea of creating connection and recognizing significant moments, to stay engaged with visitors or groups. Improvising, or improv, is creating something without prior preparation. At its best, it involves a person using their instincts and impulses in a natural and spontaneous way to provide satisfying, and often unexpected, outcomes. Using improvisation exercises and structures offers the chance for ombuds and facilitators to not only develop their intuition, reactiveness and spontaneity but also to practice an unlimited number of scenarios to meet the moment, when it arrives. No prior improvisation or theater experience is needed whatsoever. Participants are encouraged to wear clothing that is comfortable, as they will be moving around during the session. No prior improvisation or theater experience is needed whatsoever. All are welcome to attend this non-traditional, participatory session that uses improvisation exercises to enhance your ability to foster connection and meet the moment. Participants are encouraged to wear clothing that is comfortable, as they will be moving around during the session.

Adam Barak Kleinberger is an Ombuds at Harvard University and a Certified Organizational Ombudsman Practitioner® (CO-OP). Adam began his study of conflict resolution at the United World College and holds an MA in Dispute Resolution from the University of Massachusetts Boston, a BA from Brandeis University and a diploma from Ringling Bros. and Barnum & Bailey Clown College. Prior to arriving at Harvard, Adam served as an Ombuds at Boston University and Cornell University. His research and training have focused on improving conflict management skills using improvisation and clowning.

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 CS 3B: Beyond Words: Gestures as Tools for Communication and Belonging

As two signing Ombuds from different college campuses, we offer a unique perspective on building relationships across languages and cultures through the use of our hands. In this interactive session, we will go beyond sign language to explore how gestures play a crucial role in daily communication, often without us even realizing it. We aim to address how we can broaden the understanding of gestures and shift public perception about their value and importance.We'll begin by cultivating self-awareness about how and why we use gestures in our interactions. By becoming more conscious of the gestures we rely on, we can improve our ability to connect with others.Additionally, we will explore different types of gestures, supported by research, that can be beneficial for Ombuds in their work. Ultimately, developing a deeper awareness of your own communication style—through both verbal and non-verbal cues—can be an invaluable tool in your Ombuds toolkit.

Ashley Meyer is the Associate Ombuds at the Rochester Institute of Technology. She has worked in Higher Education for more than 12 years, starting her career in residence life then working as an academic advisor before transitioning to the Ombuds Office. Ashley earned her Master in Business Administration from RIT and a Bachelors of Arts from Lycoming College. Ashley is a CODA, a Child of two Deaf parents, and is fluent in American Sign Language.

 

Elizabeth "Liz" Stone recently joined Office of the Ombuds at the U.S. Department of State, Prior to that, she was the University Ombuds and director of Ombuds Programs at Gallaudet University and Laurent Clerc National Deaf Education Center (K-12 program) for nearly ten years. Stone is also a certified professional diversity coach trained with the Coach Diversity Institute. Stone earned mediation certificates from Strauss Institute of Dispute Resolution and Harvard Law School; racial justice facilitation certificate from Interaction Institute of Social Change; and restorative justice certificates from the University of San Diego, Impact Justice, and International Institute for Restorative Practices.

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CS 3C: Navigating the Landscape of Ombuds: Embedded vs. External Ombuds Services - Theory, Practice, and Real-World Challenges

This presentation offers a comprehensive exploration of the distinctions between internally embedded ombuds and externally positioned contract ombuds, framed through both theory and practice. Presenters will draw on their expertise and lived experiences to discuss the theoretical foundations of ombuds work, which extends beyond conflict resolution to include relationship building and systemic feedback. The session will also dive into the practical application of these models, guided by the hierarchy of tasks set forth by Raines & Harrison (JIOA, 2020). Attendees will gain insights into how these tasks, ranging from resolving individual disputes to providing organizational feedback, are prioritized and managed differently in each model. Through real-world examples, the presenters will highlight the pros, cons, and unique challenges each ombuds model faces. The session will cover key areas such as adherence to the International Ombudsman Association (IOA) Standards of Practice (independence, neutrality, confidentiality, and informality), the scope of services offered, and the methods used to assess effectiveness and provide systemic feedback. By addressing the theoretical, operational, and relational aspects of ombuds work, this session equips participants with the tools to critically evaluate each model, while also fostering a discussion around the common challenges of gaining access, trust, and influence. This session will not only cover the practical differences between embedded and external ombuds roles but will also invite participants to reflect on their own experiences and challenges, fostering a rich, theory-driven, and practice-informed dialogue on the future of ombuds work.

Dr. Shannon Lynn Burton is the University Ombudsperson at Michigan State University, as well as Co-Ombuds for the American Educational Research Association (AERA) and an Adjunct Professor of Management at Aquinas College where she teaches conflict resolution, group dynamics, and ethics. Shannon serves the broader professional community through her work as one of the International Ombudsman Association's (IOA) inaugural co-chairs for the Research and Assessment Committee, Editor for the Journal of the IOA (JIOA), and a Co-Editor for IOA’s first book, The Organizational Ombuds: Foundations, Fundamentals and Futures to be published in 2024.

Kira Nurieli is the CEO of the Harmony Strategies Group and is an experienced Ombuds, mediator, conflict coach, trainer/facilitator, consultant, and restorative practices facilitator. She has spent upwards of twenty years helping clients handle conflict and improve communication strategies and has presented at numerous conferences and symposia as a subject matter expert. She holds a Master’s degree in Organizational Psychology from Columbia University and a Bachelor’s degree in Comparative Performance from Barnard College.

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CS 3D: From Conflict to Clarity: Ombuds ROI in Times of Change

Ombuds programs, traditionally seen in academic institutions and government agencies, are gaining traction in the corporate sector. These programs offer a safe space for employees to voice concerns, seek advice, and resolve conflicts without fear of retribution. As organizations undergo transformations, whether through mergers, acquisitions, restructures, or cultural shifts, the role of the Ombuds becomes even more crucial. Ombuds programs provide immense value to organizations, particularly during times of change. By offering a confidential and impartial resource for conflict resolution, these programs not only enhance employee well-being but also contribute to significant financial savings. This presentation will provide conference attendees with a comprehensive understanding of the ROI of Ombuds programs and equip them with the tools to advocate for their implementation in their own organizations. We invite conference attendees to join us in exploring the transformative potential of Ombuds programs. By recognizing and quantifying their value, organizations can foster more resilient and adaptive workplaces, ultimately driving success in an ever-evolving landscape.

Sana Manjeshwar is the Global leader of Chevron's Office of Ombuds program, a confidential service that empowers employees to bring their best selves to work and overcome any barriers to diversity and inclusion, and work-related concerns.  Her Ombudsman career began at AllianceBernstein´s where she served as their Ombudsman in New York. Before her Ombudsman career, she was a labor and employment attorney and a human resources manager. She earned a B.A. in Psychology with a concentration in Industrial Relations from McGill University and a J.D. 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.  Sana serves on the International Ombudsman Association Board of Directors, Business Roundtable Multiple Pathways Initiative, and Chair of Asia Society's Diversity and Inclusion Council.

Sue Diviney began her career as a social worker. After attending law school, she practiced employment law with the firm Epstein, Becker & Green, P.C. in New York City. In 1997, Sue went to work for Pfizer in its Equal Opportunity Affairs department. She subsequently held a variety of Employee Relations investigative and EEO-related roles throughout the company globally. Sue accepted the role of Deputy Ombuds in 2011 tasked with building an Office of the Ombuds at Pfizer. She is currently Vice President, Office of the Ombuds Team Lead. Sue lives on Long Island with her husband, Dan. They have a daughter and son-in-law, Megan and John, son, Michael and his partner Sarah, son, Ryan and his fiance, Evelyn, three precious little grandsons, Danny, Tommy, and Teddy, plus another little one on the way!

Carolyn Esposito is an accomplished ombuds, leader, and executive coach. She is the corporate ombuds for AllianceBernstein - [AB], where she recently celebrated her 10-year anniversary. Her work is informed by decades of business experience as a leader of learning and performance, change management, communication, and strategy initiatives. Clients appreciate her insights and business acumen, as well as her passion for helping people and organizations to align with their values, build on their strengths, break through barriers, and develop new behaviors to support exceptional outcomes.

Dana Hafeed has been with Mars for almost three decades. Since 2023, he has served as the Corporate Ombudsman. Before this role, he worked in HR, sales, and marketing across various geographies worldwide. He is currently based in Dubai and Prague

 

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CS 3E: Empathy at the Core: Advancing User-Centric Innovation in Ombuds Services

Attendees of this session will learn how to apply empathy-driven strategies to recognize specific areas in their current practices that limit visitor engagement and inclusivity, use a strategic framework and develop concrete tools to gain insight on and improve visitor experience and refine ombuds services, constantly seeking improvements that prioritize the evolving needs of the visitors.

Alexandre Saint-Jean has been in the fields of conflict resolution, wellness, harassment prevention, and values and ethics for the past 16 years. He has been an ombuds since 2018. A few years ago, he discovered his life mission: to reduce human suffering through peacebuilding efforts. How he fell in this field all made sense!This has motivated Alexandre to put visitor centricity at the forefront to provide the best possible experience to those using his services. Recognizing that people are often at their most vulnerable moment when using the service, it is essential for our services to support visitors and lighten their burden, not add to it.

Evariste Salndjoukou is an Associate Ombuds at Shared Services Canada since 2022. He addresses workplace issues with compassion and integrity. With a master’s degree in International Relations and over 15 years of experience in human resources, Evariste combines deep knowledge of organizational behavior and legal frameworks to tackle systemic challenges. A sought-after speaker and curriculum contributor at St. Paul University, he holds multiple coaching certifications and is fluent in both French and English, committed to fostering inclusive and equitable work environments.

CS 4A: Clarifying Session Focus: Enhancing Visitor Autonomy Before Exploring Solutions 

This session explores the critical role of visitor autonomy in ombuds practice and how clarifying a visitor's objectives—not just their concerns—before problem-solving enhances session effectiveness. Participants will learn practical techniques to engage visitors in articulating their goals, promoting self-advocacy, and fostering a more visitor-led, collaborative process. Through interactive discussions and role-playing, attendees will develop skills to ensure sessions are focused on the visitor’s true priorities, empowering visitors while aligning solutions with what they genuinely want to resolve and what the ombuds can realistically support. Attendees will leave equipped with actionable strategies they can immediately implement, leading to more productive sessions, stronger visitor outcomes, and enhanced ombuds effectiveness.

Angela Dash serves as the inaugural Ombuds at Kaiser Permanente Bernard J. Tyson School of Medicine and is the founder and president of The Pace Institute, LLC, where she provides training, coaching, facilitation, and ombuds services. She holds a PhD in Conflict Analysis and Resolution from Nova Southeastern University and is a Professional Certified Coach through the International Coaching Federation. Angela is also a former adjunct at New York University, where she educated future coaches in both NYU's coaching certification program and graduate program in Executive Coaching and Organizational Consulting.

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CS 4B: Restoring, Transforming, and Healing - High Emotions, Trauma, and Mindfulness in Ombuds/ADR Practice 

This interactive, practical, and thought-provoking workshop equips conflict resolution professionals with trauma-informed, restorative, and mindfulness-based tools centered on four principles of conflict transformation: tuning inward to create trauma-aware spaces, observation without evaluation through non-judgmental listening, expansion to explore underlying needs beyond surface positions, and exploration of the complexity and ambiguity in human experiences. Participants will gain practical skills to foster compassionate, human-centered resolutions, enhancing their ability to navigate trauma and conflict with strength, clarity, and compassion.

Henry Yampolsky, J.D. is a best-selling author of Dis-Solving Conflict from Within: an Inner Path for Conflict Transformation. He is a mediator, educator, attorney, and a multi-time TEDx speaker. Henry serves as the Assistant Director for Education, Outreach, and Conflict Resolution at Virginia Tech's Office for Equity and Accessibility and teaches Conflict Resolution, Mediation, and Peace Building as a part of Virginia Tech's Center for Peace Studies and Violence Prevention. He has taught and lectured around the world including at: Columbia University School of Law, the New York Peace Institute, the International Gandhi Center in New Delhi, Bharathiar University in Coimbatore, India and at the Bellevue Mediation in Zurich, Switzerland.

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CS 4C: Strange Bedfellows and Powerful Partners: The Ombuds, The Compliance Officer, Value, and Risk

Compliance Officers and Ombuds can learn a lot from each other about the similarities and differences in their important leadership roles. For both, mitigating organizational risk is key as is measuring program effectiveness.  Showing effectiveness is challenging due to the intangible, qualitative aspects of corporate culture and the sometimes subjective nature of ethical standards for both professions.In this interactive session, learn first about how these roles approach the same issues and desires from different perspectives and engage in creative, collaborative discussion and problem-solving activities to identify new approaches to making the intangible tangible. Secondly, learn about the ways in which these roles can appropriately partner to harness their different lenses and perspectives in creating organizational risk frameworks.

Jennifer Mahony, JD, the Ombuds Director at Boston Children's Hospital, where she established the program in January 2022. Jenn has been fortunate to be a practicing Ombuds in The United States and New Zealand. She obtained her Juris Doctor from Emory University School of Law. She serves as president-elect for the IOA Board of Directors.

 

Tim Hogan is Senior Vice President and Chief Compliance Officer for Boston Children's Hospital. He has previously served in compliance leadership roles at Beth Israel Deaconess Medical Center, Elliot Health System, and Harvard Vanguard Medical Associates/Atrius Health. Tim recently served as New England regional executive for the Healthcare Financial Management Association and is a past president of the Massachusetts/Rhode Island Chapter. He is also a former chair of the Chapter's Compliance Committee.

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CS 4D: Integrating Ignatian Pedagogy, Empathy, Multipartiality, and Restorative Justice in Ombuds Work

This interactive session explores how the Ignatian Pedagogical Paradigm (IPP), empathy, multipartiality, and restorative justice intersect to foster equitable and transformative conflict resolution. Participants will engage in reflective exercises and discussions to understand how these principles create inclusive, healing spaces that address power dynamics and systemic inequities. Attendees will learn how these frameworks enhance their role in resolving conflicts and leave with practical tools for integrating these approaches into their work, promoting justice and holistic growth in their communities.

Dr. Roy Pereira is the Special Assistant to the Senior VP and LMU Ombuds for Students. He teaches a core course in theology and neuroscience to the post-doctoral psychology program. He has 31 years of teaching experience and has served as Provost. He is also in charge of the LMU Mental Health & Wellness catering to various LMU Student Affairs departments. His research covers the effects of internet usage, social media on the brain and mind-body connection for which he has spoken at TEDx; Google Headquarters, CA, Harvard University and across the world. He has a sizeable presence on YouTube and Instagram.

Dr. Emelyn dela Peña is Loyola Marymount University’s vice president for Diversity, Equity, and Inclusion, where she oversees the university's anti-racism, diversity, equity, and inclusion efforts including the Anti-Racism Project, Truth, Racial Healing & Transformation Center Alliance, Ombuds office, and the LMU DEI Consortium. Together, she and the vice president for Mission & Ministry lead the university’s Recruiting and Hiring for Mission and Inclusive Excellence Initiative. Emelyn draws on a Student Affairs career that spanned 27 years prior to her current role and has presented and taught nationally on social justice, gender, and diversity issues. She co-authored “Paying homage to college and university women’s centers: gender justice work in the center for diversity and inclusion” in University and College Women’s and Gender Equity Centers: The Changing Landscape, “From Slavery to SlutWalk: Brown Bodies and the Misguided Politics of Sexual Agency” in the Critical Black Studies Reader, “Social Justice Leadership: Silos to Synergies” in Culturally Responsive Leadership in Higher Education, and “Emergent Approaches to Diversity and Social Justice Work in Higher Education” in Teaching Diversity.

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CS 4E: Research Update (RNA)

CS 5A: Lobbying for Ombuds: European Insights for Global Action

The presentation will draw on the lack of a legal framework surrounding the ombuds profession across the globe. After collecting personal experiences from the audience, the presenters will highlight the importance of establishing such a framework before presenting the current state of the ombuds profession within the European Union. The presenters aim to share their advocacy strategies for achieving a legal framework within the EU. By the end of the session, participants will be empowered to become agents of legal change in their own countries.

Wiktoria Maslowska is an aspiring ombuds and researcher. She is a Web Operation Manager at the Directorate General for Employment, Social Affairs and Inclusion of the European Commission. Additionally, she works as a research assistant at the Free University of Brussels, where she conducts research focused on the ombuds profession. Wiktoria is deeply committed to advocating for employee voice and fairness in the workplace.

 

Alexandre Bloxs holds a Master of Law from the University of Liège, Belgium, with a specialisation in social law. He currently serves as the Policy Manager of the European Union of the Deaf (EUD). Before joining EUD, he served as the Human Rights Officer of the World Federation of the Deaf, at the European Parliament as an Accredited Parliamentary Assistant and at the European Disability Forum. With a deep understanding of the legislative process of the European Union, his expertise covers linguistic human rights, the rights of persons with disabilities and the rights of minorities.

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CS 5B: The RESOLVE Framework: An Effective Approach to Conflict Management

This presentation delves into the RESOLVE framework, a structured approach designed to help individuals of all experience levels navigate conflicts effectively. The framework emphasizes the importance of empathy, understanding, and active listening in creating a supportive environment for open communication and problem-solving. It provides a step-by-step process for recognizing, engaging with, seeking common ground, offering solutions, listening actively, valuing perspectives, and ending on a positive note. By breaking down conflict resolution into manageable steps, RESOLVE empowers individuals to address conflicts directly, even when they feel uncomfortable. The presentation highlights the benefits of effective conflict management, including improved relationships, increased productivity, and reduced stress.

Diane Holland has more than 20 years of experience in counseling, mediation, and training. She has worked in the human services, human resources, and higher education sectors. Guided by her belief that problem-solving is her life’s purpose, she takes pride in creating solutions that foster understanding and growth. Serving as an Ombudsperson is an added bonus, allowing her to support individuals and organizations in navigating complex challenges.

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CS 5C: Navigating Mental Health Challenges During Workplace Mediations

This session will provide an overview of the mental health challenges that ombuds and mediators may encounter during mediations, from subtle signs of stress to more overt issues like panic attacks or emotional breakdowns. We will discuss how these challenges can impact communication, conflict resolution, and decision-making and what mediators can do to adapt their techniques while remaining impartial.

Participants will learn 1) Techniques for identifying when mental health is affecting the mediation process, 2) Strategies for adjusting mediation formats to better support mental health needs, 3) Approaches for engaging leadership and HR teams in ongoing mental health support after mediation, and 4) Legal and ethical considerations for handling mental health issues within mediation sessions.

Mushegh Manukyan is an international mediator and arbitrator who manages the Mediation Unit of the Office of the Ombudsman for UN Funds and Programmes, overseeing a panel of over 60 mediators. With a background in nearly 1,000 mediations involving over 95 nationalities and experience in complex, multi-billion-dollar arbitrations, he has also held senior legal positions in multinational companies. Mushegh played an instrumental role in drafting the mediation laws in Armenia. He is a graduate of Yerevan State University and Harvard Law School and has published extensively on private international law and mediation.

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CS 5D: Talkin' 'Bout My Generation: Managing Multi-Generational Workspaces

According to census data by Glassdoor as reported by Axios, "As of September 2023, Millenials make up the most of the full-time workforce with 49.5 million workers, followed by Gen X at 42.8 million, Baby Boomers at 17.3 million and Gen Z at 17.1 million. Gen Z is expected to overtake baby boomers in the workforce by next year." Understanding and working with differences between and among multiple generations in the same workspace is as important to creating organizational culture as understanding and working with differences in culture, race, ethnicity, gender, neurodiversity, etc.. and being truly inclusive as ombuds requires us to recognize and be prepared to understand and manage generational differences.  In this workshop you'll learn about the different communication styles and norms of each generation (as shown by research rather than stereotypes), understand differences in work expectations, and learn best practices to both coach and support where there are inter-generational differences and difficulties.

Israela Adah Brill-Cass is a professional neutral, attorney and founder of Fixerrr, through which she helps organizations rethink, respond to and resolve (the 3r’s) conflict, create more inclusive workplaces and manage negotiations effectively. As an independent ombuds, Israela serves as the inaugural Faculty and Staff Ombuds for both Wesleyan University (2017), and Clark University (2020), and also as the Ombuds for the Broad Institute of MIT and Harvard (2022). She is Senior Affiliated Faculty at Emerson College in Boston where she received the Stanzler Award for Excellence in Teaching (2018), and in addition to this honor, Israela is most proud of having established the first federally-funded Agricultural Mediation Program in New England in 2002 to help cranberry growers. She is the author of Ombudsing with Neurodiversity in Mind (JOIA, 2024), a contributing author to “Mediation: A Practice Guide for Mediators, Lawyers, and Other Professionals” (MCLE, 2013), and she was named a Top Woman Attorney in Massachusetts in Alternative Dispute Resolution in 2013 and 2016.

Don Greenstein Esq. is the Brandeis University Ombuds Director, an affiliate of Boston Law Collaborative, adjunct Professor with the MA General Hospital Institute for Medical Professionals. He had a freelance mediation, facilitation, conflict coaching, and external ombud practice for over a decade.Don is a proud “Papi” to 4 grandchildren, and three daughters. He enjoys time Kayaking and bike riding with his family in NH, Cape Cod and throughout the world.

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CS 5E: Harnessing AI for Impactful Data Management and Presentation

Participants will engage with a fictional data set and prepare for meetings with leadership to explore data handling. The session will guide attendees through identifying what data can be shared with AI, refining raw data, and utilizing AI tools to generate meaningful quantitative and qualitative results. Emphasis will be placed on the crucial role of ombuds professionals in critically reviewing, editing, and refining AI-generated outputs to accurately represent their work's narrative.

Teresa Ralicki is an Ombuds at Pinterest and founder of the Ombuds Institute. She has worked as an Ombuds, mediating, coaching individuals, facilitating group conflicts, and supporting organizational change for organizations like the American Red Cross and University of Colorado. She has an MA in Conflict Resolution and certificates in Organizational Consulting and Diversity, Equity, & Inclusion. She also teaches at Juniata College and offers consulting and training to enhance professional skills in alternative dispute resolution.

CS 6A: Enhancing Accountability in the Ombuds Field: Best Practices and Strategies 

In this session, we will explore the critical role of accountability in the Ombuds profession and its impact on effectiveness, trust, and credibility. The presentation will be structured as follows:•Introduction to Accountability in Ombuds Programs•Key Accountability Practices•Conclusion and Q&AThrough this session, participants will gain valuable insights into how adopting accountability measures can uphold the principles of the Ombuds profession, promote positive organizational change, and enhance their effectiveness.

Diana C. Trillos Vera is a licensed attorney in Colombia and New York, a certified Organizational Ombuds, and an Associate Certified Coach (ACC) with the International Coaching Federation. She brings extensive expertise in workplace conflict resolution, capacity building, and fostering a positive institutional culture. Diana holds a Master of Law in International Legal Studies from American University and has been a member of the Ombuds Services team at the World Bank Group since 2018. Prior to this role, she served as an Associate Ombudsperson at the Inter-American Development Bank and held roles at Defensoría del Pueblo de Colombia, where she focused on addressing citizen complaints and investigating allegations of misconduct.

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CS 6B: Culture Clash: Understanding and Resolving Conflict in International Teams 

When working with people from other countries, one must often throw one’s basic assumptions, such as what it means to be polite or what makes a person trustworthy, out the window. Participants will learn where different cultures fall along four continuums that are key to understanding intercultural conflict: 1. Communicating (low- vs. high-context cultures) 2. Evaluating (direct vs. indirect negative feedback) 3. Trusting (task vs. relationship-based) 4. Disagreeing (confrontational vs. nonconfrontational) The presenter will model how to discuss cultural differences openly and without straying into stereotyping. Participants will learn and share concrete tips for helping visitors navigate intercultural conflict, and resources for further learning will be shared.

Dona Yarbrough is the Associate Ombuds at Auburn University. Her fascination with intercultural communication began with helping international students adapt to U.S. writing conventions as a teacher at the University of Virginia, where she received her PhD. in English. Dona has assisted faculty, staff, and students in communicating across their differences for over 20 years. As part of a multinational family, her interest in intercultural communication is both personal and professional.

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CS 6C: We're Human Too: How to Tackle Conflict Among Ombuds 

What happens when conflict management professionals become mired in conflict? As fun as it is to joke about the irony of inter-Ombuds conflict, these situations are decidedly not funny and can be painful and demoralizing. In this presentation, we will normalize the idea that Ombuds have conflict with each other, both within Ombuds offices and within professional organizations. We will share some of our own experiences, how we responded, and what we learned from utilizing our Ombuds skills on ourselves. We will then provide some strategies for how to respond when inter-Ombuds conflict arises, including developing psychological safety, cultivating resilience, creating Ombuddy networks and reflection circles, and determining when and how to report situations formally. Finally, we will allow for open discussion and a safe space for participants to share their own stories. Ombuds are human too, and conflict will arise among us. Rather than deny and resist, we can resolve our own conflicts with the same intention and wisdom we guide our visitors to employ.

Ernestine A.W. Duncan has served as the Faculty Ombuds at Norfolk State University since August 2021. Trained as a clinical psychologist, she has been an academician for over 20 years. She has experience working with diverse populations providing assessment, conflict management, facilitated communication, and training. Ernestine holds a PhD and Master of Clinical Psychology from Georgia State University.

 

Tessa Tompkins Byer has served as the University Ombuds at Clemson University in Clemson, SC, since August 2021. She has been a mediator, conflict coach, trainer, and Ombuds consultant since 2015, and she has provided conflict resolution in many contexts, including divorce, workplace, family, religious, landlord/tenant, permanency, harassment prevention, and small-claims court. Tessa holds a Master of Arts in Coexistence and Conflict from Brandeis University and a Master of Community Planning from Auburn University, and she is working on her PhD in Industrial and Organizational Psychology.

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CS 6D: Cultural Humility: A Lifelong Journey 

Attendees of this session will learn how as Ombuds, we can create individual and instiutional change through the principles of Cultural Humility. Attendees will learn how Dr. Nadia Ferrara has been incorporating Cultural Humilty as an Ombuds, what Cultural Humility means, how it is an ongoing, lifelong journey, that requires self-reflection and self-evaluation. Attendees of this session will acquire an understanding of Microagressions, how to create lasting institutional change, along with other interesting concepts that Dr. Nadia Ferrara has been working towards in building a better workplace as Ombuds. Her methods has been quite saught after, and she has been holding hundreds of Cultural Humility presentations all across the country with thousands of participants. The objective of this panel is to explore the principle of Cultural Humility, and how it can benefit Ombuds practitioners as a human-centered approach that aligns with and supports the core values and responsibilities of the Ombuds profession. We will discuss how embracing Cultural Humility can allow Ombuds to play a transformative role in building more inclusive, equitable, and resilient organizations, inspiring practitioners to deepen their commitment to human-centered approaches and value the importance of lived experience in guiding our way forward.

Dr. Nadia Ferrara is a dedicated public servant and a passionate humanitarian. She is currently the Ombudsperson at Indigenous Services Canada and the Privy Council Office. Prior to this, she was Senior Director at Parks Canada where she established the Values, Ethics, Diversity and Inclusion Directorate. Nadia gained ombuds experience when she was the Executive Director at the Office of the Federal Ombudsman for Victims of Crime, Department of Justice. Nadia also worked at Women and Gender Equality Canada, and before that, at Indigenous and Northern Affairs Canada for over a decade, where she worked closely with First Nations and Inuit Health Branch and developed policies and frameworks in collaboration with Indigenous partners. Nadia remains on Faculty at McGill University as Adjunct Professor in the Department of Anthropology where she supervises graduate and undergraduate students in her spare time.Before entering the Government of Canada in 2003, Nadia worked as an art therapist for 16 years, specializing in cross-cultural psychotherapy with Indigenous peoples in Quebec and Ontario, Canada. Her education includes a Master of Arts in Art Therapy, a Master of Science in Transcultural Psychiatry, and a Doctorate in Medical Anthropology.In addition to her publications of several journal articles and chapters in various books across North America and in Europe, Nadia has published books on her work as an art therapist and anthropologist with the Crees of Northern Quebec. One of her books, Reconciling and Rehumanizing Indigenous-Settler Relations, is a reflection on her work as an applied anthropologist and advocate for Indigenous Peoples. Her latest publication is entitled, In Pursuit of Impact: Trauma and Resilience Informed Policy Development, and it illustrates the application of a human-centered approach, as Nadia urges us to reconnect with our humanity. Nadia is also an artist. One of her sculptures, The Friendship Knot, is permanently placed at her former high school in Montréal, where she was born and raised. Nadia has a daughter, Mikayla, and currently resides in Ottawa, Ontario with her life partner, Lorna.