Ombudsman 101
This course covers the fundamentals of the organizational Ombudsman role. It provides basic information and training for the organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality.

The 2-1/2 day course focuses on how the Ombudsman works with the visitor to the office as well as how they act as a change agent within their organization. The course will allow you to 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 around setting up an office and evaluating and communicating the effectiveness of the office.

WHO SHOULD ATTEND?
The course will benefit the recently-appointed Ombudsman, individuals interested in becoming an Ombudsman, or anyone desiring to establish an Ombudsman function in industry, government, higher education, and public or private social services agencies.

AS A RESULT OF THIS PROGRAM YOU WILL LEARN:

• How the role, scope, and duties of today's Ombudsman began and evolved
• The three basic principles of the organizational Ombudsman role: neutrality, independence, and confidentiality
• Why confidentiality is essential to the practice, how to maintain confidentiality
• How to listen as a neutral, 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 upward 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

PREREQUISITES
None

FEES

• Early Registration: $1,095.00 USD
• Regular Registration: $1,195.00 USD

Includes 2 ½ days of course instruction, all course materials, continental breakfast on Monday, Tuesday, and Wednesday, lunch on Monday and Tuesday, and all refreshment breaks.

OMBUDSMAN 101 SAMPLE AGENDA*
*times and topics are tentative and subject to change

Day 1 -Working with Principles

7:30 - 8:30am	Registration and Breakfast
8:30 - 10:00am	Introduction and Overview
10:15 - 11:15am	Independence
11:15 - 12:00pm	Confidentiality
12:00 - 1:00pm	Lunch
1:00 - 1:45pm	Confidentiality (continued)
1:45 - 2:45pm	Neutrality
3:00 - 3:45pm	Informality
3:45 - 4:30pm	Privilege
4:30 - 5:30pm	Opening Statement, Wrap Up and Questions

Day 2 -Working with the Visitor

7:30 - 8:45am	Breakfast and Check-In
8:45 - 10:15am	Getting the Story
10:30 - 11:15am	Mary / Carole Video
11:15 - 12:00pm	Options and Actions
12:00 - 1:00pm	Lunch
1:00 - 2:30pm	Options and Actions (continued)
2:45 - 5:15pm	Case Practice
5:15 - 5:30pm	Wrap Up and Questions

Day 3 -Working with the Organization

7:30 - 8:45am	Breakfast and Check-In
8:45 - 10:45am	Getting Started, Setting up Office Adding Value and Effectiveness
11:00 - 11:15am	Adding Value and Effectiveness (continued)
11:15 - 11:30am	Action Planning
11:30 - 12:15pm	Challenges to the Practice
12:15 - 12:30pm	Presentation of Certificates of Completion
12:30pm	Adjourn