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The Structured Reflective Instrument

As an Ombuds, I regularly look for tools to add to my practice that help me engage effectively with those I serve. Recently, I was introduced to behavioral research-based reflective practice tools that I could use in my regular routine of reflection and practice.  The Structured Reflective Instrument (SRI) provided a comprehensive framework for working through those tough cases that linger in my mind as an ombuds. Using this framework and the thoughtful lines of inquiry allows me to constructively work through my individual engagements with visitors in my office. As an ombuds working in an office of one, I believe it is critical to look for various types of frameworks for reflection to help us work through those times when we feel challenged by the cases we are presented with so we can ensure that our approach remains rooted in the proven mental models that we use to engage in our work. Following the training, I reached out to the program facilitators, Michael and Tzofnat, to see if they could share a bit about their reflective work and the SRI with our IOA colleagues. - Bryan Hanson



The Structured Reflective Instrument

By Tzofnat Peleg Baker and Michael Lang,

As third-party interveners, we navigate through complex and strenuous circumstances, where intense tensions and high emotions are the norm. The diverse concerns and goals of the parties and visitors we assist are often implicit, making them challenging to identify and express. To effectively address these invisible undercurrents that drive destructive conflict, we must constantly evolve and learn as professionals.

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Breaking the Cycle: A Meaning-Centered Approach to Workplace Conflict Resolution for Ombuds Practitioners

By Martina Peskoller-Fuchs
Ombudsperson, European Molecular Biology Laboratory (EMBL), 

As ombuds practitioners, we often encounter workplace conflicts that seem intractable. Today, I'd like to explore a powerful approach to conflict resolution rooted in Viktor Frankl's logotherapy and further developed by Elisabeth Lukas. This meaning-centered approach offers valuable tools for helping our visitors break free from cycles of conflict and find paths to personal growth and improved relationships.[1]

I believe this approach can be understood and applied effectively regardless of whether one fully subscribes to logotherapy or has an in-depth understanding of Viktor Frankl's teachings. The core principles of personal growth, freedom, values, and meaning that underpin this approach are universal concepts found in many philosophical and psychological traditions. As such, this approach can be valuable for practitioners from diverse backgrounds and theoretical orientations.

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In Practice: Ombuds Dilemmas - The Use of Postnominals

Ombuds Dilemma: Should I list my degree? 

I am an attorney who has been working in the ADR field for more than a decade - and as an organizational ombuds for the last several years. In my email signature and on my business cards I use the postnominal, “J.D.” I work in academia where terminal degrees are the “coin of the realm,” however at times my J.D. seems to have created specific expectations on the part of visitors or leaders within my organization. As an ombuds, would it be better to not include this mention of my law degree? I have the same question about other credentials - such as LCSW and coaching certificationsAre those best left off signatures and business cards as well?


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In Practice: Ombuds Dilemma - Should I stay or should I go?

Ombuds Dilemma: Should I stay or should I go?

I’ve been in my ombuds role for a year and would like to remain in this role for the foreseeable future. The president who hired me unexpectedly retired 6 months after I arrived and there have been significant transitions as a result. Just as I was starting to build relationships, leaders started exiting the organization – sometimes I look around the room at meetings and don’t recognize many of the faces. The president’s expanded cabinet (about 40 leaders) has been invited to a two-and-a-half-day retreat at a retreat center in the mountains, about 3 hours from where most of us live. This is the first ever off-site retreat for this group. Many of our activities will focus on planning for the future, and our new president has also been very clear that this retreat is an attempt to help the organization’s leaders get to know one another and build relationships. I’m included in this invitation as a direct report to the president. Should I stay or should I go?

Response 1: Mary Rowe, consulting ombuds

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Become an IOA Instructor

IOA’s Professional Development Committee (PDC) has recently revamped our processes for how people apply to instruct IOA courses and webinars. There are three opportunities we are highlighting, and a separate application form for each. Here are the details:
  1. You can apply to teach IOA Foundations of the Organizational Ombuds, which is taught multiple times a year both virtually and in-person. In order to be eligible to teach Foundations, you need to have taken Foundations and to have served as a practicing Ombuds for at least three years. You also need to be currently practicing as an Ombuds to IOA standards and be an IOA member. Foundations instructors are offered $500 for their instruction or they can have access to credits to take another IOA course. To apply to be a Foundations instructor, please visit: Foundations Instructor Form
  2. You can apply to present a Webinar. Webinars are presented virtually from 75 minutes to 3 hours and are recorded and posted to IOA’s Resources page. Instructors can present solo or as a group, and topics can vary. Webinar presenters are volunteering their time and do not receive payment for their presentations, but they are able to engage the entire IOA membership. Webinars are held on the third Thursday of the month at 9 AM Pacific, 12 PM Eastern. When applying, presenters should be prepared to provide the title, abstract, and learning objectives of their proposed webinar. To apply to be a Webinar presenter, please visit: Webinar Proposal Form
  3. You can apply to teach a Core Course in a topic that matters to you and that you have expertise in. Core Courses are virtual courses from 3 to 12 hours (over one day or many). They will be offered live and recorded and posted to IOA’s Resources page. Instructors can present solo or as a group, and each team of Core Course instructors is paid $400 for their instruction. Core Courses do not have to be offered in English or during a time zone that works for North America, so international instructors are encouraged to apply. You can apply to teach a Core Course that has been offered before or propose a completely new course. The application asks for the title, description, outline, and proposed audience of your proposed course. To apply to teach a Core Course, please visit: Core Course Proposal
 
Once you apply for any of these three opportunities, someone from PDC get back to you within 4 to 6 weeks. Applying does not guarantee that your application or your course proposal will be selected. PDC will evaluate each proposal based on current offerings and educational needs identified. Also, please note that you do not have to be a practicing Ombuds to apply to present a webinar or teach a Core Course. Read our FAQs for more information. Please reach out to PDC Co-Chairs Tessa Byer at [email protected] or Ernestine Duncan at [email protected] with any questions. We look forward to scheduling your courses!

ABA Dispute Resolution Section - Call for Proposals

The ABA Dispute Resolution Section is now accepting program proposals for our 2024 Spring Conference that will be held April 10–13, 2024, in San Diego, CA. This year’s conference theme is Mastering the Future: Revolutionizing Dispute Resolution in a Dynamic World.

We welcome program proposals from anyone who can enlighten and connect with our anticipated attendees, who include dispute resolution leaders, mediators, arbitrators, ombuds, judges, attorney advocates, court administrators, neutral providers, ADR consumers, and legal educators. The proposal deadline is September 13 at 5 p.m. ET, so now is your chance to bring your program idea to life!

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Updated - Journal for the International Ombuds Association seeks Associate Editor

The Journal for the International Ombuds Association (JIOA) has an opening for an Associate Editor! Associate Editors work directly with authors throughout the revision process. JIOA believes in a highly constructive revision process. Associate Editors are directly responsible for providing editorial support to authors to achieve that goal. Specific responsibilities of Associate Editors include:

  • Serve at the first point of contact for authors during the revision process
  • Provide feedback to authors as necessary as they revise drafts of their manuscript
  • Determine when a revised manuscript is ready for final approval from the Editor
  • Make minor editorial decisions and request the opinion of the Editor for larger ones
  • Solicit manuscripts from potential authors
  • Assist with JIOA special projects
  • Market the Journal via email and social media platforms
  • Attend Editorial Board meetings

The ideal Associate Editor will have excellent communication skills; tact and discretion; familiarity with academic research, writing, and conventions; digital fluency; the ability to multitask and meet deadlines; a highly cooperative spirit; and respect for academic integrity. Three years of experience within the Ombuds field is preferred.

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ABA Section of Dispute Resolution's 25th Annual Spring Conference

Don't miss out on this year's ABA Section of Dispute Resolution's 25th Annual Spring Conference on May 10–13, 2023, at Caesar’s Palace in Las Vegas, Nevada. We are excited to bring ADR professionals together again in Las Vegas after three years of virtual conferences! As the world’s largest ADR conference, it provides attendees a chance to network with others in the field, attend quality educational programming to advance their careers, and have fun with peers at social events. Join us in celebrating this year’s ADR awardees and be inspired by the keynote speakers. Whether you are new to the field or have been practicing for decades, the ABA Section of Dispute Resolution Spring Conference has something for you!

IOA Committee Updates November 2022

By IOA

At each IOA Board of Directors Meeting, our Committees & Task Forces submit a report about the progress they are making on their latest projects. Each group has been hard at work supporting our members and helping to advance the organizational ombuds profession. Please take a moment to read the latest updates from the last couple of Board Meetings.


Member Engagement Committee, November 2022

Our membership continues to grow and opportunities for members are growing as well. We are excited about the 2023 IOA Conference and are working to recognize our dedicated members in person at the volunteer recognition lunch as well as the Mentoring Program. We are committed to creating meaningful DEIB goals and action plans and will complete them by the end of the year. Currently, we are seeking new members to the Member Engagement Committee and if you are interested, or know someone who might be, please let us know!

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A Note About Mistreatment and Organizational Protective Factors

By Mary Rowe,

I am writing a note after listening to a number of Organizational Ombuds (OOs) these past few months. Several OOs report cases characterized by verbal attacks that seem unusual: employees who intimidatingly refuse an order, unafraid of being accused of insubordination. Undergraduates who loudly and insultingly reject faculty rights to set the requirements and rules in a college classroom. Students who insult the race or religion or ethnicity of staff and faculty and visitors to their school. Senior managers who loudly express bitter hate for each other. Visitors who insult their ombuds and their organization for having an ombuds. Bullying that is ratcheting up to being totally unacceptable.

Several OOs have noted that the nation is losing many professionals, for example those who no longer wish to serve as teachers, nurses, doctors and other caretakers. 

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5 Tips for Submitting a Successful Speaker Proposal for IOA Conference

By IOA

The Deadline to Submit for #IOA2023 Is Monday, 17 October 2022!

Female presenter speaking to a room full of conference attendees

The International Ombudsman Association warmly invites you to submit a presentation proposal or speaker suggestion for our 18th Annual Conference, Ombuds as Change Agent? ReEngaging and Transforming Conflict. Our in-person conference is scheduled for 3–5 April 2023 in Seattle, Washington, USA. 

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Joint IOA/CO-OP Accreditation Task Force Update - Member Input Requested

By Sue Diviney, Co-Chair, Joint IOA/CO-OP® Accreditation Task Force

In May 2022, IOA announced a Joint IOA/CO-OP® Accreditation Task Force had been formed to advance IOA’s Strategic Direction, specifically, Goal 1.4: Develop a program for accreditation of ombuds offices that are structured to comply with IOA and Standards of Practice and Code of Ethics.

The purpose of the Task Force is to explore the creation of an office accreditation program that will pave the way for refocusing the CO-OP® designation to certify the knowledge, skills, and experience of individuals and remove program requirements from certification. Thus, the group is charged with developing a proposal to accredit programs separately from individual certifications.

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Call for Articles: Just Resolutions - ABA e-newsletter

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

Dear Ombuds Colleagues,

I am writing to solicit articles for the September 2022 Just Resolutions e-newsletter.  This edition centers on the work of ombuds and it would be wonderful if we had a number of individuals interested in writing!

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OmbudsLinked - An Independent Channel for Ombuds Engagement

By Elizabeth Hill, J.D., CO-OP®
Associate Director, Ombuds Office at the University of Colorado Boulder

Greetings! In October 2021, Caroline Adams, Jenn Mahony, and I established a LinkedIn Discussion Group called OmbudsLinked. It is an independent forum, not affiliated with any of the ombuds associations. The purpose is to create space for all types of practicing ombuds regardless of model, sector, standards of practice, etc. to congregate, network, share information and ideas, build camaraderie, and unite the profession. It is also a closed group, which will hopefully allow members to speak freely without judgment or scrutiny of individuals outside the ombuds profession. Accordingly, members must be invited by a member or request to join. The group administrators monitor the requests to join.


What does the engagement look like?

Each week the administrators, Caroline Adams, Rob Behrens, Elizabeth Hill, and Jennifer Mahony, offer the following:

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Deliberating Dilemmas: Coverage of Services in the Face of a Conflict of Interest

By Bryan Hanson, EdD

Ombudsperson, Graduate School at Virginia Tech
Independent Voice Blog Editor

What should a single-person ombuds office do when a member of their community contacts the ombuds office about a matter, but the ombuds determines that they have a conflict of interest in working with that individual? 

An inquiry of just this type was recently raised with the IOA by an individual that encountered that situation with their ombuds. In this case, the ombuds told the individual that they could not provide assistance to them. The Ombuds apparently did not explain the basis for the conflict of interest nor suggested any other means to provide assistance to the individual who considered themselves one of the constituents served by the ombuds office. The individual contacted IOA because they thought that the ombuds may have acted improperly and wanted to raise the issue with the IOA. Since the ombuds involved in this situation is not COOP certified and there is no relevant procedure for investigating the conduct of non-certified IOA members, it was established there is no basis for the IOA to become involved. 

The dilemma presented in this case surely is not unique. While it is likely not appropriate in most situations to disclose to an individual the basis for the conflict of interest, is there nothing that the ombuds can do to help an individual receive assistance? Because this may be a recurring problem for single-person ombuds offices, we thought we would offer a suggestion here that an ombuds may want to consider and invite IOA members to suggest other possible options. 

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2021 IOA Member Updates

By IOA

We would like to thank IOA's  1,000+ members for participating in our organization in 2021. Members' support and investment in the association help us continue striving toward our mission to advance the organizational ombuds profession worldwide.

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Mary Rowe Provides Access to Wealth of Digital Resources

This week brings forward our need to reflect on those things we are grateful for in our lives. As I reflect on what I am grateful for in my professional capacity, I would like to extend gratitude for all of those that helped shape the ombuds profession and contributed to the development of skills to help fulfill this role. Specifically, I am thankful to Mary Rowe for her work over the years and for taking on the effort to digitize and provide access to her professional papers.

You can now review the archives of her papers in an easy to search database created by the MIT library.

The digital collection is available here:

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CO-OP® Inactive Status Update

One-Time CO-OP® Amnesty Program
Apply for Inactive Status Today


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ABA’s Just Resolutions e-newsletter is Looking for Articles on the Work of Ombuds

By Shannon Burton, PhD. 

University Ombudsperson | Michigan State University
Editor | ABA Just Resolutions September 2021

Dear Ombuds Colleagues,

I am writing to solicit articles for the September 2021 Just Resolutions e-newsletter.  This edition centers on the work of ombuds and it would be wonderful if we had a number of individuals interested in writing!


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Update and Request for the Ombuds Effectiveness Project

By Jennifer Mahony
Associate Ombudsman, NIH

Jen MahonyWhat are the mechanisms you use to create meaningful insight for your organizations?  How do you show that your ombuds office is valuable and effective? What frameworks are you using with your organization to define effectiveness?

In a recent blog post, Hector Escalante discussed The Ombuds Effectiveness Project as well as the work of Goal #1. Chuck Howard, IOA’s Executive Director, formed a project team led by Randy Williams and Ronnie Thomson to address these key questions. The Ombuds Effectiveness Project’s mission is “to equip ombuds offices with guidance, research tools, and training to measure and present effectiveness of their programs relevant to the stakeholder’s goals, in alignment with their organization's mission and values”.

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