Foundations Course - Chile Oct 2018

Foundations of Organizational Ombudsman Practice
Los fundamentos de la practica de Ombudsman organizacional
3-Day Course/Curso de 3 dias
8-10 October 2018/8-10 Octubre 2018

8:00  a.m. – 5:00 p.m. Monday/Tuesday
8:00  a.m. – 3:30 p.m. Wednesday
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register nowThe course will take place at the Pontificia Universidad Católica de Chile, Santiago, Chile, October 8-10, 2018. Sponsorship is provided by the Pontificia Universidad Católica de Chile and its Organizational Ombudsman Office, which is the first ombudsman office created in Chile.

The course will be conducted using a combination of translated English and direct instruction in Spanish. The course participant guide and materials will be written in Spanish.


This course is confirmed! Book your hotel and airfare now. 

The course fees do not include hotel room. Housing arrangements should be made directly with your hotel once you’ve received registration confirmation. View a list of local hotels.


Early-bird discount deadline: 31 July 2018
Online registration deadline: 3 October 2018


This course covers the fundamentals of the organizational ombudsman role by emphasizing the principles of confidentiality, neutrality, independence, and informality. The three-day course focuses on how the ombudsman works with the visitor and how they act as a change agent within their organization. Practice key ombudsman skills of listening, asking questions, clarifying, generating options, and moving to actions throughout the ombudsman process. In addition, an experienced and highly committed faculty of ombudsmen will share best practices regarding setting up an office and evaluating and communicating the effectiveness of the office to your organization.


The course will benefit the recently appointed ombudsman, individuals interested in becoming ombudsmen, or anyone desiring to establish an ombudsman function in industry, government, higher education, and public or private social services agencies.

This course applies to ombudsman programs in organizational settings. It does not address some features unique to other ombudsmen disciplines such as classical, patient advocate, or legislative ombudsman.


  • How the role, scope and duties of today’s ombudsman began and evolved
  • The four basic principles of the organizational ombudsman role: neutrality, independence, confidentiality, and informality
  • Why confidentiality is essential to the practice and how to maintain confidentiality
  • How to listen as a neutral party, including effective techniques for interviewing and inquiring, reflective listening, reframing, identifying issues, and providing options
  • How to manage and work with conflict by employing a battery of skills including listening, coaching, and negotiation techniques
  • How to decide which intervention would be most effective and how to provide feedback to management
  • How to set up and operate an ombudsman office, including the fundamentals of how to log concerns, report to management, and design reports to track issues
  • How to align the ombudsman function with the mission, values, and culture of the organization
  • How to promote the ombudsman role and function, including ways to gain and keep management support


Lee TwymanLee Twyman, ombudsman for the Rochester Institute of technology
Lee has served as the ombudsperson at the Rochester Institute of Technology (RIT) since 2006. She is also a tenured, associate professor at RIT, where she served as chairperson of the Counseling Department for almost 25 years. Lee completed her bachelor’s degree from Indiana University and a master’s degree in Counseling - Specialty in Deafness from Northern Illinois University.  She completed the post-graduate Intensive Training Program in Marriage and Family Therapy through the Department of Psychiatry at the University of Rochester.  Lee is a licensed marriage and family therapist. She maintained a private therapy practice at the University of Rochester Family Therapy Clinic, working with families and couples. Lee trained as a personal coach and mediator. Lee is an active member of the International Ombudsman Association where she serves as Treasurer of the Board of Directors. She has created and taught courses for ombudsmen from university, government and corporate sectors. In addition to her training and experience in mental health and family therapy, she is also a student of meditation and mindfulness and is interested in these concepts as they apply to therapy and ombuds practice.

Jose Martinez-AragonJosé Martinez Aragón, ombudsman for the World Health Organization (WHO)
José Martínez-Aragón has been leading the Office of Ombudsman & Mediation Services of the World Health Organization (WHO), the Joint UN Programme on HIV/AIDS (UNAIDS), the International Computer Centre (ICC), and the International Agency for Research on Cancer (IARC), since January 2015. Based in Geneva, Switzerland, his mandate is to assist staff and managers from the above organizations in addressing work related conflicts through informal channels. José joined the WHO after a long international career with both the United Nations, as regional ombudsman for Latin America & the Caribbean, and the European Union, and as principal adviser to the European ombudsman. José is a Spanish attorney specialising in alternative conflict resolution and mediation, matters on which he has taught extensively in different countries. He has been accredited as a mediator in France, the UK, and the USA, and is an active member of several international associations of ombudsmen and mediators. Most notably, he belongs to the International Ombudsman Association (IOA), which certified him as an “Organizational Ombudsman Practitioner” and elected him to its Board of Directors. José graduated in law from the University of Barcelona, Spain, and holds masters degrees from Yale and Pace universities, and has also completed specialized courses at Harvard and Stanford.  

Francisco Espejo Elgueta, MD, MScFrancisco Espejo Elgueta, MD, MSc, UN regional ombudsman for Latin America and the Caribbean (LAC)
Francisco started his international career in February 2005 working for the United Nations World Food Programme (WFP), first in Rome, as chief of School Feeding Services, then as regional programme advisor in Panama City. He was then appointed WFP ombudsman in February 2011, in order to offer his services to WFP’s employees (15,000). Since 2015, Francisco is the regional ombudsman for the United Nations in Latin America and the Caribbean, where his office covers 3.200 employees. During his practice as ombudsman he has opened more than 2,200 cases, facilitating informal conflict resolution through mediation, coaching and shuttle diplomacy, among other activities. In addition, he has trained more than 1,700 employees from Asia, Africa, and Latin America and the Caribbean in various subjects related to conflict resolution. Francisco is member of the International Ombudsman Association (IOA) and he participated in the IOA training “Foundations of Organisational Ombudsman Practice”. He was certified as a mediator by the Advisory, Conciliation, and Arbitration Service (ACAS) institute, UK. He was trained in the “Biology of Knowledge Paradigm” by the Instituto Matriztico, Chile. He did a one-year diploma on “Narrative Ethics, The Conflict of Interpretations, Political and Ethical Considerations”; all of this has inspired his conflict resolution approach in support of managers and employees.


Pontificia Universidad Católica de Chile
Av Libertador Bernardo O'Higgins 390
Santiago, Región Metropolitana


The course fees do not include hotel room. Housing arrangements should be made directly with your hotel once you’ve received registration confirmation. View a list of local hotels.


34 participants maximum


A professional in the social sciences or administrative areas who is currently working as an organizational ombudsman; also professionals interested in working as organizational ombudsmen in the future and learning about the profession. 


On or before 31 July 2018

IOA Members: US$1,000
Non-members: US$1,100

After 31 July 2018
IOA Members: US$1,100
Non-members: US$1,200

The course fees do not include hotel room. Housing arrangements should be made directly with your hotel once you’ve received registration confirmation.


Contact IOA Administrative Director Jordan Burghardt.

International Ombudsman Association

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