With thanks to IOA's Advocacy Committee who has been working hard to to develop resources to help ombuds self advocate in their own organizations (what we refer to as small "a" advocacy) the Board of Directors has recently approved Guidance for Dual Role Ombuds.

Guidance for Dual Role Ombuds

Organizations should strive to have a full-time, dedicated ombuds who is trained by the International Ombuds Association (IOA) and adheres to IOA Standards of Practice and Code of Ethics. The IOA Standards of Practice state, "Ombuds are mandated to hold no other positions that could compromise their independence. Any non-ombuds duties must not interfere with their primary role, and clear communication regarding their ombuds functions is paramount." Some organizations choose not to employ full-time, fully embedded ombuds. Alternative models may include part-time ombuds with no competing roles, contract ombuds, and dual role (sometimes referred to as “collateral”) ombuds, who hold additional roles within the organization. The purpose of this document is to provide guidance for those in dual-role ombuds positions.

The University of Maryland is conducting a study about ombuds’ perceptions of their work, and how ombuds care for themselves when engaged in challenging cases. Knowledge gained from this study can be used to inform the education and training of ombuds, and the development of interventions to support ombuds in their work.

The first 25 ombuds who complete the survey will receive a $25 Amazon gift card. The study has been approved by the University of Maryland IRB: 2259543-1.

Participate in the survey: https://go.umd.edu/UMDOmbudsStudy

Are you interested in helping to create Coursera course about the ombuds* profession, created in partnership with the University of Colorado Boulder. Produced by Liz Hill and Ken Skodacek, this free, on-demand course aims to promote global awareness and deepen understanding of the diverse roles ombuds play.

What’s in the Course?

Module 1: Introduction, history, and foundational elements.
Module 2: Public sector ombuds programs (e.g., classical, primarily external facing).
Module 3: Organizational ombuds (e.g., primarily internal facing, embedded or externally positioned/outsourced),
Module 4: Advocate ombuds, such as long-term care ombudsmen.
Module 5: Ombuds programs outside the U.S.
Module 6: Skills, careers, resources, and next steps.

Top Ten Findings
2024 IOA Practice Survey

Jennifer Schneider PhD, Timothy Hedeen PhD, Mary Rowe PHD, and Hector Escalante Meza EdD

The International Ombuds Association (IOA) surveyed organizational ombuds around the world regarding various aspects of their practice during the 2023 calendar year. The team responsible for creating the instrument and analyzing results selected a top ten list of interesting findings from survey responses:

The DEIAB Committee announces the book for this quarter's Book Club: bell hooks' Feminism is for Everybody. bell hooks is one of America's foremost literary thinkers. She died in 2021, having produced an incredible mass of writings on race, feminism, class, and belonging. 

Feminism is for Everybody makes the case for a gender equality movement that is not about division, but is rooted in the wisdom of experience and common sense. Please join us at 11 AM PT / 2 PM ET on Thursday, 5 December, for a discussion of the ideas in the book, feminism, and gender issues more broadly, and how we can promote gender equality as ombuds.

Even if you don't have time to read the book, please join us! Every IOA member and ombuds has ideas about gender and diversity that the rest of us are interested in hearing.

July Webinar Recap: We were honored to have Dr. Nadia Ferrara present on "Cultural Humility," where she explored ways to incorporate cultural humility in our everyday lives to help promote a more inclusive workplace. Members can log into the Online Learning Center to watch the recording. Check out her recent blog post on Trauma-informed Ombudsry.

Upcoming Events: Save the date for the DEIAB sponsored webinar,"IOA Live: Compassionate Inquiry" on 12 December featuring the bestselling author and renowned speaker, Gabor Maté. 

Do you have a professional skill, practice, or interest that you would be willing to share with fellow Ombuds?

The IOA Professional Development Committee (PDC) is looking for members to facilitate webinars in 2025. We would love to hear from fresh voices, so we encourage you to submit a proposal even if you have never presented for IOA before!

For more information, visit the IOA Webinar/Seminar Proposal Form. or contact the PDC webinar committee chairs, Brooke Wichman ([email protected]) and Robynn Pease ([email protected] ) for more information.

The deadline for full consideration is November 1, 2024. We would love to hear from you!

Watch the video update below for recent IOA updates!

From Steen Erik Larsen, Maersk Ombuds Function

The IOA Board asked the Research and Assessment Committee to take the lead in helping members understand how they can effectively use artificial intelligence (AI), including considerations/pitfalls to pay attention to when using AI. Ideally, the Independent Voice Blog, CommUnity, Good Day IOA Videos, conferences, webinars, and informal events (i.e. Community Connections) are platforms that could be leveraged for discussion and dissemination.

By now, we expect that most ombuds have heard of Artificial Intelligence (“AI”). Stories of Large Language Models (LLMs, such as ChatGPT) that can replicate human speech and writing (and code) with shocking speed and considerable accuracy seem to be everywhere. Generative AI programs, such as Midjourney and DALL-E can create extraordinary photorealistic images based on simple text prompts. Meanwhile, “Deep Learning” programs such as AlphaFold have already solved medical and scientific problems previously thought nearly impossible. We are in a new world–one that contains potential for extraordinary benefits and risks to ombuds practice. It is certain that AI will affect the work of Organizational Ombuds in fundamental ways. Already, many ombuds are using AI, such as using Microsoft CoPilot to draft documents and articles, or even just using AI-integrated search engines. Others may be exploring ways to use LLMs to enhance productivity, for instance using ChatGPT to draft emails, refine and edit documents, or create blog posts. These uses only scratch the surface of what AI has to offer to our field. Some
other possible uses include:

Practice Survey in Action: Mary’s Riffs on Organizational Ombuds Sources of Power and Influence, Values, and Effectiveness and the IOA Survey

Watch our recent webinar featuring Mary Rowe and the IOA Practice Survey Team discussing why and how the IOA survey has been helpful to individual organizational ombuds and the profession. 

Thank you to everyone who participated in the Practice Survey. Results will be announced later this year. 

Watch as Ellen Miller, IOA Executive Director, Mary Rowe, Hector Escalante, and Jennifer Schneider discuss the importance of the Practice Survey and why all practicing ombuds should take it. 

By Ellen Miller, IOA Executive Director

The Ombuds Community has a variety of channels within IOA and outside of IOA to publish content about the profession and field:  

1.  Within IOA: 

The International Ombuds Association (IOA) is proud to announce the recipients of the 2024 Trailblazer Award and President’s Awards.

The IOA Board of Directors established the Trailblazer Award in 2022 for individuals who have devoted significant contributions to the organizational ombuds field over an extended period of time. Award recipients may have served as an organizational ombuds, but is not required to have served as an organizational ombuds to receive this Award.

The 2024 recipient is: 

By Liz Hill

The American Bar Association (ABA) has taken significant steps to enhance the ombuds profession by passing Resolution 500 at its recent Mid-Year Meeting. This resolution encourages the informed and voluntary use of Early Dispute Resolution (EDR), emphasizing its efficiency and cost-effectiveness. Resolution 500 urges lawyers and stakeholders to employ party-directed, non-adjudicative methods such as direct negotiation, mediation, and ombuds services for conflict resolution.

The American Bar Association (ABA) House of Delegates unanimously approved the resolution spearheaded and drafted by ABA Section of Dispute Resolution (ABA DR) EDR Committee’s current and former Co-Chairs Ellie Vilendrer, Felicia Harris Hoss, and Mary Cullen as well as our very own ombuds colleague Meg Willoughby, Co-Chair of the ABA DR Ombuds Committee. 

Learn about recent collaborations of the IOA and CO-OP® Boards of Directors, an exciting new Ombuds Program Certification proposal, and upcoming changes to the existing individual CO-OP® certification.

By Alexandre St-Jean (il, he), Ombuds

Office of the Ombuds | Bureau de l’ombuds | Shared Services Canada | Services partagés Canada

In April 2023, SSC Office of the Ombuds presented at the International Ombuds Association Annual Conference in Seattle. Their session entitled: “Being a Change Agent for Diversity and Inclusion Using Data and Change Management Methodology” looked at the experience of equity-seeking employees at SSC.

While the research report was not yet published during the IOA Conference, it is now available! In June 2023, SSC’s Ombuds published their report: “Uncovering the human experiences behind the numbers: Deep dive into diversity, equity, inclusion and belonging at Shared Services Canada”.

They received 1,060 responses to their anonymous questionnaire and heard stories from over 100 employees during their discussion series.

The report highlights positive experiences and inclusive practices. It also shines a light on instances of exclusion, discrimination, and harassment. It provides a well-rounded perspective that goes beyond counting answers and shares the personal stories of individuals who:

• Don’t fit the majority narrative
• Face barriers in a system that wasn’t built for them
• May unfairly be viewed as the problem

The office’s hope is that the report’s findings will serve as a foundation for meaningful dialogue and strategic planning. And ultimately that supports SSC in creating a more inclusive and welcoming work environment.

Executive Director Ellen Miller and CO-OP® Board President Mollie Berg discuss the CO-OP® certification process and updates for the certification program.

This essay by Mary Rowe describes a poignant concern brought to the ombuds office that helped me to understand how micro-affirmations are a major part of the scaffolding of “belonging.”

About the JIOA

The Journal of the International Ombuds Association (JIOA) is a peer-reviewed online journal for scholarly articles and information relevant to the ombudsman profession. As members of a relatively new profession, we continually strive to understand, define and clarify the role and function of the professional organizational ombuds.

The JIOA will help foster recognition that what we do for our agencies, corporations, colleges, and universities is worthy of study. While we must vigorously protect the confidentiality of our interactions, we can still study and be studied to understand what we do and how we do it; what works well and what doesn't work; what our options are; how social, technical and legal changes may impact us; what the profile and career development of ombudsman professionals might be, and other matters of interest.

The JIOA can facilitate a greater interest in ombudsing, enhance our professional standing, and serve to give us a better understanding of our dynamic roles and the impact on our institutions and agencies. The Journal also will allow IOA members, other ombuds, and other professionals to reach out to their colleagues with their ideas, research findings, theories, and recommendations for best practices and to engage in ongoing discussions of critical issues.

Proposal window: 12 December 2023 - 12 January 2024

The Annual Symposium of the Centre for Informal Dispute Resolution (CIDR) at Saint Paul University — The Ombuds: Foundations, Best Practices, and Development — will be held on 6-7 May 2024, in Ottawa, Ontario, Canada and simultaneously online. The 2024 symposium is organised in collaboration with the Office of the Ombudsperson at the University of Ottawa. This international event will bring together practitioners and researchers in conflict resolution and the ombuds field from many global regions to discuss the evolution of ombuds practice.
The Ombuds role is increasingly crucial amid growing organisational complexities, demands for inclusivity and diversity, and the need for early and more effective conflict mitigation. In an era emphasising fairness, transparency, and ethical conduct, ombuds act as an independent, impartial, and confidential resource in supporting all stakeholders. This event aims to offer meaningful discussions and opportunities for researcher-practitioner collaboration in all ombuds practice areas.

We invite panel and paper proposals in English or French on ombuds practice and related topics in Appropriate Dispute Resolution (ADR). Our goal is to foster collaboration between researchers and practitioners, and to disseminate knowledge on the ombuds role and the value of ADR. Proposals from experienced professionals, new ombuds, other ADR professionals, and university students aspiring to pursue careers in practice are encouraged.