Eliane Markoff
University Ombuds
Bentley University & Trinity College

What inspired you to pursue the role of an ombuds?

I was on the board of Wheelock College and a professional mediator then when the President asked me if I would take the role of Ombuds as we started considering a merger with another university.

How long have you been working as an ombuds, and how has your role evolved over time? Please also describe your current role and the type of work you focus on.

I have been an ombuds since 2016. My role evolved from being a mediator and an Adjunct faculty member teaching both undergraduate and graduate courses to being asked to launch an ombuds office for the school.

What helps you stay prepared and effective in your role?

Experience, age, and practice!

The International Ombuds Association (IOA) invites members to review the final draft of the revised Standards of Practice and the accompanying Compendium and provide feedback during this final comment period.

Member feedback is requested by July 16, 2026. Comments may be submitted through the Google Form or by email to Ellen Miller. The final draft of the Standards of Practice is available here.**The final draft of the Compendium, which provides additional guidance on the Standards of Practice, is available here.

About the Review Process

As part of IOA's commitment to continuous improvement, the Standards of Practice and Code of Ethics are reviewed every three to four years to address areas requiring clarification and identify potential gaps. The 2025 review was designated as a clarification review.

The International Ombuds Association (IOA) and the American Bar Association Section of Dispute Resolution Ombuds Committee are pleased to announce the formation of a joint taskforce focused on next steps related to the Organizational Ombuds Practices Act. 

On February 9, 2026, the American Bar Association (ABA) House of Delegates unanimously adopted Resolution 503, urging states to enact the Organizational Ombuds Practices Act. This effort has been in the works for about ten years, and we are indebted to the many contributors in both IOA and ABA for their diligent work ahead of and during its adoption. The Act marks an important milestone for the organizational ombuds field and reflects growing recognition of the importance of confidentiality, independence, impartiality, and informality in organizational ombuds practice.  The new Model Act creates enabling legislation for states to adopt and, in concert with IOA’s Standards of Practice, would create protections for Organizational Ombuds in the United States if adopted wholecloth. 

The newly formed IOA/ABA Joint Taskforce will focus on developing a proposed advocacy and lobbying strategy related to potential state-level adoption efforts. The taskforce’s work will include identifying practical considerations, assessing strategic opportunities, and developing resources to support thoughtful and informed future advocacy efforts.

Dear In Practice,

I have served in my current ombuds role for almost seven years and I’ve decided it’s time for a change - either an ombuds role elsewhere or something entirely different. I’ve updated my resume and cover letter but I’m at a loss as I try to identify professional references who can speak to my work as an ombuds. This is my first ombuds role and I have many excellent references from prior professional roles.

The Advocacy Committee is currently developing two resources to help ombuds and their organizations navigate periods of transition effectively.

The first resource is a toolkit for organizational leaders who are managing changes in the ombuds role. It will outline options and best practices for using temporary or interim ombuds appointments to ensure continuity during transitions. This will be released soon and will be featured in “Hey IOA” and housed on the website.

The second resource is designed for ombuds who are navigating shifts in organizational leadership—and this is where we need your help!

Part of IOA's current and continued strategic work is ensuring that “Ombuds have the capacity and tools to position themselves as essential contributors and trusted advisors in their organizations.” A lot of our work at the board and committee level has worked to equip our members in accurately and appropriately identifying our value and uniqueness for our visitors, organizations, and the broader world. We often accomplish this through our educational programming. 

With that in mind, I’ve been thinking a lot about our annual conference this year. For many in our community, the periodic virtual conference allows the opportunity to participate and connect in ways that they wouldn’t be able to, whether because of distance, funding, or circumstance. 

Throughout our keynotes, our concurrent sessions, and connecting in Gathertown, attendees were engaged with the thought leadership in our Zoom rooms. Those who were able to attend agree. A preliminary review of the conference feedback shows that people enjoyed the conference, even though, as a community, we have a preference for gathering together in person.

The IOA Board of Directors is pleased to announce the appointment of Brent Epperson, PhD, and Laura Armstrong, PhD, as co-editors of the Journal of the International Ombuds Association (JIOA). They succeed Shannon Lynn Burton, PhD, who served as editor-in-chief of the journal for more than 10 years.
 

Dr. Laura Armstrong and Dr. Brent Epperson are active ombuds practitioners, scholars, and long-standing members of the organizational ombuds community. Together, they bring complementary expertise that reflects JIOA’s commitment to rigorous, practice-informed scholarship in organizational ombuds work. Dr. Armstrong is a professor in the School of Counselling, Psychotherapy and Spirituality at Saint Paul University in Ottawa, Canada. Dr. Epperson is an assistant professor in the School of Conflict Studies and co-chair of the Center for Informal Dispute Resolution at the same institution. Dr. Epperson brings more than a decade of experience as an organizational ombuds across multiple sectors and jurisdictions, including higher education, professional associations, and international organizations. His work bridges practice and scholarship, with publications and conference presentations focused on ombuds practice, public administration and policy, and fairness in institutional governance. Dr. Armstrong’s work complements this foundation through her expertise in mental health, conflict coaching, program development, and applied research. Her scholarship includes more than 75 articles, books, chapters, workshops, and conference publications in psychology and, more recently, ombuds practice. She also brings expertise in mixed-methods research, quantitative measurement development, program and service evaluation, and knowledge mobilization methodologies.

In announcing the appointments, the IOA Board noted that the co-editorship reflects a deliberate pairing of expertise in ombuds practice, conflict coaching, interdisciplinary research, mental health, and organizational systems.

IOA would like to express our sincere gratitude to Shannon Lynn Burton, PhD, University Ombudsperson at Michigan State University, for her decade as editor of JOIA. Shannon's deep understanding of the field, insatiable curiosity, commitment to helping practitioners find voice in the research space, and calm yet visionary demeanor beautifully informed her direction as editor in chief. Shannon took the journal to another level - merging her skill as a quantitative researcher, avid reader, and mentor to many potential turned actual authors. Once she steps down at the end of May from the editor role, she will pursue other research projects in the field, including spearheading a new research symposium planned for the spring of 2027. 

Read the Press Release

By Julia Farmer
Director of Ombuds Services, University of West Georgia

As ombuds, we assist our visitors with all sorts of conflicts, which range from interpersonal to group and systemic issues. The dynamics embedded within every conflict are unique, as are the personalities of the individuals involved. In complex cases, individual dispositions toward conflict can play as much of a role in the dynamics as organizational systems and structures. For that reason, understanding and unpacking the contributing factors within these complex cases is often a time-consuming process.

This is where Kenneth H. Fox’s Perspectives on Conflict: Insights for Professional and Personal Practice (2026) may come in handy. For ombuds seeking to review the various frames through which one can view a conflict, or looking for insights to share with visitors when discussing options for next steps, this resource offers a helpful guide. At the end of each chapter and within the bibliography, the book includes a useful list of references for those seeking to explore any of the topics more in-depth.