Journal of the International Ombuds Association (JIOA)

JIOA 2024 Articles

IOA Journal Volume 17, Issue 2 (2024) Special Issue on Diversity Equity Inclusion and Belonging

Facilitating Belonging: Ombuds as the Helpful Stranger

REV. CRAIG B. MOUSIN

January 2025

Abstract

Relying on ideas from diplomatic studies and the practice of immigration law, this article proposes a new metaphor for the work of Ombuds: the helpful stranger. The chapter explores how immigration into the United States and migration within, including the ongoing changes in the workforce, intensify the issues of diversity within the workplace. The article then notes the similarities and differences between the work of an attorney and an ombuds. It next provides a brief history of immigration in the United States noting how issues of diversity have been a constant source of debate in this nation. The article develops the concept of the helpful stranger as a description of how independence, impartiality, confidentiality, and informality frame the responsibilities of the ombuds. To support that conclusion, it offers several examples of how the helpful stranger can navigate the difficult discussions regarding DEIB. It concludes with a call to maximize the strengths of the helpful stranger in continuing to enhance belonging in contemporary workplaces.

Doing Our Best Work: Bringing Identity Awareness and Cultural Humility to the Ombuds Role

KAREN M. O’BRIEN, NAZISH M. SALAHUDDIN, MASHANDA Y. MOSLEY, &
KAROLINE J. TROVATO

October 2024

Abstract

The identities of the ombuds and visitors play a salient role in conflict resolution. However, little attention has focused on how ombuds might reflect on and intervene with regard to their identities and those of their visitors. Considerable research has been conducted on the role of identities in professional relationships in other fields, including psychology. Drawing on constructs studied in the field of psychology regarding the role of identities in service provision, this paper encourages ombuds to reflect on how racial and gender identities play a role in their work, and to identify red flags or warning signs of an underdeveloped understanding of, or over-attention to, these intersecting identities. A tool (i.e., the REFLECT strategy) was created to assist ombuds in bringing identity awareness and cultural humility to their work. The paper concludes with a case application and recommendations for future research.

Photovoice: Expanding the Modern Ombuds' Toolkit to Provide Impactful Upward Feedback about Systemic Challenges Regarding DEIB

BIRTHE C. REIMERS & ALEXANDRIA JOHNSON

August 2024

Abstract

Ombuds offices provide confidential conflict management spaces. When seeking to foster DEIB and address related conflicts in higher education, methods of engagement for Ombuds offices can require creativity beyond the standard Ombuds toolkit. This article shares the methodology behind, and insights derived from, an intervention aimed at understanding the experiences of Black female academics to provide upward organizational feedback, help minimize attrition, and strengthen recruitment at Georgia State University (GSU). We employed Photovoice, a photo- and dialogue-based participatory action research methodology, to learn about the realities of being a Black female scholar at GSU. Concurrently, we strived to create a community for mentorship and camaraderie by creating a hospitable environment for participants to convene and express themselves creatively. The participants met weekly to discuss their photos documenting their experiences as a starting point for dialogue, reflection, and problem-solving. Together, we developed recommendations for GSU’s leaders regarding opportunities for enhancing DEIB at the university.

Ombudsing with Neurodiversity in Mind

ISRAELA ADAH BRILL-CASS

July 2024

Abstract
The Ombuds office is intended to be supportive and safe for all who enter, and yet what’s often considered an inclusive space, fails to take into consideration those with invisible disabilities and those who are neurodiverse. Without recognition of differences in how others process information and understand the world around them, the Ombuds is missing a critical component for creating a truly inclusive space, and in guiding organizations to do the same. This article addresses the different ways information can be shared and processed to best support neurodiverse visitors and ways to encourage employers to embrace neurodiverse employees. The author presents an actionable framework to achieve both with the idea that what’s contained in this article is by no means exhaustive and should continue to evolve as brain science and understanding of neurodiversity evolves.

Complaint! A Book Review

SHANNON LYNN BURTON

April 2024

Abstract
Sara Ahmed’s Complaint! provides a feminist analysis on how complaints move through systems within organizations. This book review offers insight as to how this analysis might impact the work of ombuds and their philosophies of working with visitors.

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About the JIOA

The Journal of the International Ombuds Association (JIOA) is a peer-reviewed online journal for scholarly articles and information relevant to the ombudsman profession. As members of a relatively new profession, we continually strive to understand, define and clarify the role and function of the professional organizational ombuds.

The JIOA will help foster recognition that what we do for our agencies, corporations, colleges, and universities is worthy of study. While we must vigorously protect the confidentiality of our interactions, we can still study and be studied to understand what we do and how we do it; what works well and what doesn't work; what our options are; how social, technical and legal changes may impact us; what the profile and career development of ombudsman professionals might be, and other matters of interest.

The JIOA can facilitate a greater interest in ombudsing, enhance our professional standing, and serve to give us a better understanding of our dynamic roles and the impact on our institutions and agencies. The Journal also will allow IOA members, other ombuds, and other professionals to reach out to their colleagues with their ideas, research findings, theories, and recommendations for best practices and to engage in ongoing discussions of critical issues.

Learn more about the JIOA and the manuscript submission process.

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If you have any questions about the JIOA please contact the co-editors via email at [email protected].

• Shannon Lynn Burton, Michigan State University

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