Thomas Zgambo retired from the International Monetary Fund (IMF) after seven and a half years, following a decade as an ombudsman at the World Bank. Previously, he served for six years as corporate ombudsman at Coca-Cola Enterprises and three years as ombudsman and training specialist at the Massachusetts Institute of Technology (MIT), where he was also a senior lecturer at the MIT Sloan School of Management, teaching negotiation and conflict management. Earlier in his career, he served as an ombudsman at Polaroid Corporation.

Thomas is a past president of The Ombudsman Association (TOA), now the International Ombuds Association (IOA). He has also served as a mediator with the Massachusetts Commission Against Discrimination (MCAD), handling cases involving disability, public accommodation, sexual harassment, and racial discrimination. His public service includes membership on the Human Rights Commission for the City of New Bedford and the Governor’s Advisory Council on African American Affairs for the Commonwealth of Massachusetts.

Thomas holds a Ph.D. in analytical chemistry and materials science from the University of North Texas and an MBA in management of technology from Worcester Polytechnic Institute.

By, Jaspreet Ghag

Every Ombuds Day, we hear the affectionate shorthand: the ombuds is the "office of options." It is meant kindly, but I want to suggest, gently, that it sells us short. Worse, it sells short the people who walk through our doors.

An office of options sounds passive. It sounds like a menu. The reality I have seen — in workplaces, in institutions, in communities — is that people do not arrive at the ombuds looking for a menu. They arrive because something in the system has made them feel small, unheard, or unsafe, and they need a place where dignity is the default setting. That is not an options desk. That is governance hardware: load-bearing infrastructure for psychological safety.

Julia Healy
HR Professional - Independent Consultant

Seasoned HR Professional & Aspiring Ombuds

As an aspiring Ombuds and seasoned HR professional, I wish to sincerely thank the IOA for giving me the amazing opportunity to attend the 2026 Annual Conference that was held virtually from the 13th to 15th of April. Through my work as an HR professional, I have experienced the powerful and very positive impact that an Organizational Ombuds work has had on both employees and organization.

The thought-provoking discussion during one of the sessions on how to make the invisible visible, resonated strongly with me. Many are unaware of what an Ombuds does and what value they bring to both employees and the organization. In my experience working as an HR professional, I have come to appreciate that the Organizational Ombuds is an invaluable resource to check the pulse of the organization, identify concerns and highlight trends through their reporting of anonymized data. This valuable information enables the organization to take proactive steps to address areas of concern, ensure that it has or develops clear policies and processes, and provides an opportunity to address grievances at the earliest stage to support retention, and to effectively mitigate risk and reputational damage.

Much still needs to be done to educate both employees and senior management of what an Organizational Ombuds does and how they work to provide clarity, build trust and support the invaluable work of the Ombuds. To promote the long-term sustainability of the Ombuds role, it is vital that employees and the senior leadership clearly understand and appreciate the invaluable benefits and return on investment that an Ombuds work brings.

Message from IOA President Jenn Mahony 

Our hearts continue to be with our US federal ombuds colleagues at this time of tremendous uncertainty as we enter the fourth week of the US government shutdown. We hope that an effective and positive end is in sight.

We recognize too that our UN and other NGO ombuds colleagues are navigating uncertainty as their agencies grapple with the impact of decreased  US aid. We hope that certainty is on the horizon.

The IOA annual conference always provides a great opportunity to come together as ombuds to build community, advance our knowledge, and discuss the latest trends or issues we face as a profession. As we look back on the 2025 annual conference in Miami, three conference participants graciously shared reflections on their conference experience. Dawn Miller Sander (DMS), Assistant Ombuds at the American Red Cross; Geoffrey Adelsberg (GA), Associate Ombuds at Virginia Tech; and Natalie Grecu (NG), Faculty Ombuds for Utah Valley University responded to four questions that provided the framework for their reflection. Here are the highlights from their reflections:

Tell me a bit about yourself and your role as an ombuds

DMS: I have been an Ombuds with the American Red Cross for 4.5 years and I collaborate primarily with our external constituents, including blood donors, financial donors, disaster clients and others. In addition to collaborating with visitors I assist the Corporate Ombuds with outreach presentations, training programs and the annual report. Our outreach has created excellent partnerships with HR, Learning and Development, & the Office of General Counsel, while maintaining our independence.

Two of the training topics I have been exploring and creating content for include The Art of Positive Intent and Kindness integrated into Leadership Anchors. The Art of Positive Intent has been very well received at all levels of the workforce and Kindness will be rolled out later in April.

By Fred Wright, Chair of the International Outreach Committee and Co-Chair of the Asia Pacific Regional Advisory Committee of the IOA,

Over three days in September 2024 the Asia Pacific Regional Advancement Community (AP-RAC) held its 6^th in-person conference in Beijing, China. Seventeen members of the RAC attended in person whilst four members were able to attend some sessions virtually. The conference was generously hosted by the Asia Investment Infrastructure Bank (AIIB), and MARS Incorporated whilst Sophia Qiao, Pfizer Ombuds generously supplied wine for some of the social events.

By Shannon Lynn Burton, Ph.D.,
University Ombudsperson, Michigan State University

Over five years ago, I was asked to put together a presentation to discuss why I wanted to be Michigan State University’s next University Ombudsperson after having served as Assistant and Associate Ombudsperson. What follows is my ombuds journey adapted from that presentation. There, and here, while I do not present a chronological perspective, I do share the multiple contexts that I believe an ombuds must navigate: Theoretical; Historical; Social; Professional and the Personal.

Theoretical

For those that know me, they know I love discussing theory… but more than that, I like making it practical. Theory is often like a computer code running in the background. You don’t often see it running, but you know that it is. In terms of my own code, I pull from two traditions: dialogue, deliberation and public engagement, as well as andragogy. While understanding conflict is a key factor in being an ombuds, understanding student perspectives and growth are really at the heart of this office’s work. For me, these traditions inform both aspects of the office: “student” and “ombuds”. I focus on the democracy perspective in dialogue, deliberation and public engagement, as well as emancipatory learning from andragogy. These approaches have three concepts in common:

By Christina Tay

Director of Services - Restorative Resolution 

Over the past few years, I have been thinking thematically about the tension between being dependable as a organizational ombuds and the unintended consequence of dependency developing with a user of the service.  In a previous role, I had attended a potential client’s senior leadership team meeting with our organization's business development manager and we were attending to promote the value and benefit of providing ombuds services. One of the senior leaders asked “What do you do if one of the staff becomes dependent on you as a practitioner or the service you are here to promote”? As we had a very limited amount of allocated time I responded “One of our key roles as a practitioner is to empower individuals through the sharing of knowledge and tools to move towards being able to manage the situations they are experiencing.”  It has been a few years since that question was posited and it is a topic that I have continued to consider.

One of the senior leaders asked “What do you do if one of the staff becomes dependent on you as a practitioner or the service you are here to promote”?

In a past role, I was working in an organization that employed a few thousand employees.  One of the requirements of the role was to continue to promote the service to the widest possible audience across the organization.  I started to observe that once some users of the service connected with the ombuds they were inclined to return for multiple individual sessions and while the subject may have slightly changed between sessions it did raise thoughts about the possibility of dependency.  On one hand, I see the absolute value of providing as much support as an individual requires but this has to be balanced against ensuring that there is sufficient time and energy available to an expanded base of users.

By Twillea Evans-Carthen, 
University Ombuds Officer, Director of Ombuds Services, 
California State University, San Bernardino,

California State University, San Bernardino (CSUSB) celebrated Ombuds Day 2022 by creating a creative approach to have students, staff, faculty, and community celebrate their campus ombuds by stopping by the office of Ombuds Services to meet the campus ombuds, learn about the program, and have a conversation over cookies with the ombuds. The Ombuds informed the community how each year on the second Thursday during the month of October, people from around the world take time to 

celebrate the role of the Ombuds. The CSUSB Office of Ombuds Services celebrated this year by recognizing and bringing forward the 2022 theme: Ombuds: Resilience, Respect, Resolve.

By Ish Baki, Americas Ombudsman - Mars,Inc.,

Attendees at the Southwest Ombuds Symposium, hosted by Los Alamos National Laboratory’s Ombuds Office, met at the Laboratory’s Dorothy McKibbin Conference Center in Santa Fe on Aug. 25 and 26.  The Symposium brought together 19 attendees from across New Mexico, Arizona and Colorado. "The group has been meeting virtually approximately once per month since 2020," said Cindy Mazur, the Lab’s Ombuds manager. "By the end of 2021, we felt the strong need to meet in person, hence the decision to plan a symposium."

Ethics and Audit Division Director Rachel Schroeder kicked off the first day of the event. The day also included an address from the featured speaker, Chief Justice Emeritus of the Navajo Nation Robert Yazzie. Chief Justice Emeritus Yazzie led with a discussion of the Navajo tradition of peacekeeping. "The Navajo principles, which bring resilience to the life of everyone, align with that of the work of organizational ombuds as impartial peacemakers who work toward building relationships and trust when people feel harmed or hurt," said Elisa Enriquez, senior associate ombuds at the Lab. Other activities included an opportunity for the attendees to share similarities and differences in how they do their work, and discussion around common challenges and best approaches to the work ombuds do.

By Ronnie Thomson,
Corporate Ombuds - Sandia National Laboratories

Have you ever felt the excitement of a new adventure plus the doubts of whether you’re ready? What is the purpose of that internal voice murmuring doubts? Perhaps it’s a catalyst to bring your best self, pursue excellence, and watch the beauty of the adventure unfold. Or maybe that catalyst is spurring you to ask for support. Upon the one-year anniversary of the Sandia Ombuds Office Re-launch, I am reflecting on my current adventure with its mountain-top highs and valley lows, plus the pursuit of excellence and the support I have found. I’m hoping that my sharing this reflection will be of help to you.

Beginning at the Trailhead 

The Sandia National Laboratories Director re-launched and chartered the Sandia Ombuds Office to again provide the workforce with an independent, informal, impartial, and confidential resource. Admirably, the Labs Director even made suggestions to strengthen the agreement before he signed it. Sandia’s Chief of Staff located options for the construction of the office in Albuquerque, NM, established the budget, and supported my launch plan which included my own orientation to a whole new world of premier research and national security with a targeted soft launch for virtual and phone visits during the pandemic. For the first few months, my husband remained in Texas as I navigated my new surroundings working at a military base for the first time in my career, having no colleagues working anywhere close to my temporary office (a bit lonely), and house shopping at the peak of a low inventory, high priced market.

By Kazmere Duffey,
Ombuds Specialist - Los Alamos National Laboratory

My name is Kazmere Duffey. I am from Long Beach, California, which is known not only for its beautiful beaches but also as one of the most diverse cities a person may live in or visit. I currently reside and work in Los Alamos, New Mexico. I am an Ombuds Specialist at Los Alamos National Laboratory.

I have an AA in communications, a BS in human services, and an MA in negotiation, conflict resolution, and peacebuilding.

By Doriana Vintilă
Ombuds, PetrOmbudsman Department, OMV Petrom S.A.

Dear colleagues,

During the pandemic period, many organizations were surprised at how quickly their employees adapted to doing their jobs remotely. Psychologists told us that compared to other changes, this one was more easily accepted as it happened under a threat – that of an unknow virus we all needed to hide from.

By Ion Anghel, Head of the Ombuds Department of OMV Petrom, Romania

Over the last decade, I have been involved in the life of this department on a constant basis, first from the outside (as an advisor to its activities) and then from its core, as Director of this function. Looking back over time, I can say that the Ombuds’ mission here in OMV Petrom was never an easy one. This statement may surely be confirmed by all international Ombuds colleagues who have had the difficult task of launching an Ombudsman program in a company (or even more, a country) with little or no experience on this topic.

Moreover, the last years have been particularly challenging, as we have seen the whole world deal with the effects of the Covid pandemic. I think that in this new era, the importance of having somebody to talk to and address your concerns has proven to be so much more significant than before. For this reason, we have tried to stay in contact with the people in our organization even when physical presence became scarcer than before, to prevent the feeling of isolation and help build the necessary bridges to move forward. At the same time, we have had to re-invent ourselves on both a personal and professional level, as probably many of you have been required to.

By Elaine Shaw
IOA Ombuds

I’ve been thinking recently about Studs Terkel (1912-2008): writer, Radio broadcaster, and amazing listener; who famously asked Dr. Martin Luther King, Jr., “When did this dream first come to you?” I have been thinking about Studs because, in addition to being an inspiration for helping people share their stories, he worked at my favorite Chicago radio station when I was growing up: WFMT. His job title there: Free Spirit. For those who may have visited my LinkedIn profile, you may have seen that I shamelessly stole this wonderful job title. In these last several years I have enjoyed patching together a variety of gigs as a free spirit – choosing work that is interesting and fulfilling: Community Mediator (now virtual and via text messaging!); Conference/Contract Ombuds; Yoga Leader; Book Group Facilitator; Activist; Non-profit Volunteer, Musician; workplace coach, etc., etc.

Something I have noticed in these unusual months is how difficult it is for me at this stage of life to aspire to be neutral and impartial.  Indeed, serving as the IOA Ombuds and as a Bravely Pro, I have discovered that my “go to” response can sometimes feel more like advisor than objective third party. What experience, tool, book, exercise, process, suggestion, trick, tip, shortcut, hack can I come up with to match my Visitor’s need? But what is really going on here?

By Ion Anghel,
Director PetrOmbudsman Department, OMV Petrom

Greetings from Romania! My name is Ion Anghel and since 2018 am the head of the ombus office of OMV Petrom. Because I really believe in sharing experiences, I hope my story will inspire you. So, let’s begin…..

I'm an oil and gas engineer. I was and still am passionate about this profession and even now if I had to choose which college to attend, I would choose the same thing. I consider myself one of the lucky people who combined passion with work, and that allowed me to gain almost 33 years of experience with OMV Petrom (OMV Petrom is a Romanian integrated oil company, part of Austria's OMV company. It is one of the largest corporations in Romania and the largest oil and gas producer in Southeast Europe). I had the opportunity to go through various professional stages from executive positions to top management positions and to make some important choices in my career. 

By Abdul Hassan Sesay,

I was not the Ombudsman, but I had a passion for helping people in distress and I was able to utilize this when I worked as an investigator and later principal investigator in the office of the ombudsman Sierra Leone.

The question on how someone becomes an ombudsman varies from country to country and from organizations. With my experience in the office of a classical ombudsman, here are examples of what I found to be the process for appointment. When I visited the Justice Ombudsman’s Office in Stockholm, Sweden in 2011, I came to realize that there are two sets of ombudsmen in Sweden. The Justice Ombudsman is also called the parliamentary Ombudsman and he is elected by Parliament with a two third majority. You also have the executive ombudsman who is appointed by the prime minister. However, in most African countries the Ombudsman is appointed by the president and approved by parliament. I have not had the opportunity to work as an organizational ombudsman whose appointment might be different from those mentioned above.

By Elizabeth Hill, Associate Director, University of Colorado Boulder Ombuds Office & Sana Manjeshwar, Global Ombuds Manager, Chevron

We hope you are all staying well and resilient during these uncertain times. Since March 2020, our ombuds community has faced unprecedented challenges and recognized a heightened need to demonstrate value to our stakeholders. This article aims to illuminate how two organizational ombuds programs, Chevron’s Global Office of Ombuds (CGOO) and the University of Colorado Boulder’s Ombuds Office (UCBOO), continue to show their value to visitors, key stakeholders, and other internal and external audiences during these transient times. While our industries may differ, we have identified three effective steps to remain visible and impactful.

By the Editor of the Independent Voice

The Independent Voice provides a channel to communicate happenings within the IOA, as well as insights on timely topics and practice reflections from members. This year, the Independent Voice expanded access to the blog so the public can benefit from this channel as well. As the current editor of this blog, I’ve gone through the archived posts to make sure links are still live and to assess the various topics discussed throughout the years. A result of this effort allowed me to experience the great wisdom shared throughout the years related to topics of discussion in our field, pathways for professional development, and practical skills shared to build our capacity for success in our role. This post is meant to highlight some of the archived posts as a means to share the wisdom conveyed with those that may be newly accessing this blog.

A Meatball by Any Other Name (originally posted 12-14-2018)

This post touches on an issue that I’ve seen surface as of late in social media chatter. It is an introduction to a greater JIOA article on the need for reflection on the title we assign for our work in this profession. After you read through this short article, I invite you to share your thoughts and reflections on where we can bring this conversation. [READ MORE]