Dear In Practice,

In my role as ombuds, I regularly offer workshops on navigating conflict, effective communication, and related topics. I love working with groups and have also had occasion to facilitate listening sessions, restorative circles, and other group processes. I see these as important opportunities for capacity building and also as a way to more publicly add value within my organization. Sometimes these services are requested in response to ongoing climate concerns or after a challenging incident within a department. At times, attendance is required. I’ve drawn a line and declined to provide my organization with the names of those who attend these events, but the very fact that I’m working with what feels like a captive audience makes me uneasy. I felt similarly when I was in the academic sector and would sometimes be asked to join a faculty member’s class to lead a restorative intervention with students. Is it ethical for an ombuds to lead or facilitate processes where those in attendance are required to be there?

Dear In Practice,

I have held a range of roles over the twenty years I’ve worked for my institution. Prior to my appointment as ombuds, I was a center director (supervising a small staff,) a student program liaison (supervising students working on undergraduate research projects,) and a faculty leadership development consultant (helping faculty navigate leadership and career progression concerns.) Since becoming an ombuds, I have been contacted by former students, faculty colleagues, and direct reports, asking me to serve as a reference. I feel awkward about all of the requests, although each has its own unique context: sometimes the requester is still affiliated with my institution, sometimes they are not; sometimes the opportunity being sought is internal and sometimes it’s external; sometimes the person asking is someone I’ve supervised and other times it’s someone I’ve come to know through other means. I’ve even had a request from a fellow ombuds, whom I’ve never worked with, to be a reference for an ombuds role they’ve applied for. While I feel flattered that my opinion of others seems to be valued, I don’t know where to draw the line. As an ombuds, are there circumstances under which me providing a reference is ethical and when do I “just say no?”

In celebration of Ombuds Day 2025, the Journal of the International Ombuds Association (JIOA) invites submissions for a special creative issue titled “Expressions of Ombuds in a Changing World” exploring the art and humanity of ombuds practice. This issue seeks to highlight the nuanced, deeply personal, and often untold dimensions of ombuds work through creative expression.

We welcome contributions in a variety of forms, including but not limited to:

• Poetry – reflections on neutrality, justice, and the complexities of conflict
• Short Fiction – narratives capturing the human experience of navigating disputes
• Personal Essays – stories of resilience, transformation, or the unseen impact of Ombuds work
• Visual Art – illustrations, photography, or mixed media exploring the Ombuds perspective
• Other Creative Works – unconventional expressions that illuminate the role and philosophy of Ombuds

Submission Guidelines:

• Written pieces should not exceed 3,000 words; poetry submissions may include up to five poems.
• Visual art should be submitted in high-resolution format (JPEG or PNG).
• All submissions must be original, unpublished works.

Submission Deadline: July 15, 2025

Dear In Practice,

As an ombuds, I am committed to being non-judgmental and accessible. I firmly believe these values are essential to my work. Still, there have been times when I’ve been faced with a situation where I felt continued services were no longer appropriate or productive. 

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.

The Journal of the International Ombuds Association (JIOA) is excited to announce the launch of its inaugural Ombuds Conflict to Composition Writing Club, set to begin in April 2025. This innovative program is designed to support ombuds practitioners and aspiring writers in transforming their experiences and insights into impactful publications.

The Ombuds Writing Club will provide participants with a collaborative and supportive virtual environment where they can sharpen their writing skills, receive feedback on drafts, and learn how to navigate the publishing process. Whether you are an ombuds professional eager to share your knowledge or a new writer seeking guidance, this program is tailored to help participants succeed.

Program Highlights

• Bi-Monthly Virtual Meetings: Interactive sessions featuring writing workshops, peer feedback, and guest speakers.
• Asynchronous Support: Access to online resources and ongoing discussions through a dedicated communication platform.
• Expert-Led Workshops: Guidance on topics like turning practice into publishable content, responding to reviewer feedback, and writing for diverse audiences.
• Peer Accountability Groups: Small groups to support goal-setting, draft development, and consistent progress.
• Celebrating Success: Opportunities to showcase published works and milestones.

Who Should Join?

The Ombuds Writing Club is open to ombuds practitioners, researchers, and professionals in related fields who want to:

We hope you have enjoyed the In Practice columns featured in the Independent Voice. If you have not had a chance to read through them all, we invite you to take the time and review the columns posted below. We also encourage further dialogue around these dilemmas and invite your thoughts and insights within the comment section of each posting.

• Ombuds Dilemma: When the Visitor is the Problem
• Ombuds Dilemma: Do Ombuds Provide “Emergency” Services?
• Ombuds Dilemma: Should I list my degree?
• Ombuds Dilemma: Should I stay or should I go?

What’s Your Dilemma?

We recognize that you may have experienced dilemmas in your practice that would be helpful to discuss with your colleagues. In Practice readers are invited to submit their own practice-related dilemmas for possible future publication. Dilemma narratives of under 200 words can be submitted by email to: [email protected]. Please note that dilemma submissions may be edited for length and clarity and are published without attribution. Editors will select dilemmas for publication based on a variety of factors, including relevance across sectors, focus on practice, and the likelihood that the dilemma will engage readers in novel or nuanced analysis of ombuds practice.

Ombuds Dilemma: When the Visitor is the Problem

Over the past year, several visitors have expressed values or views that are absolutely repugnant to me. These visitors usually come in with a familiar organizational concern and then out comes hateful speech. They have come from across the organizational spectrum and include leaders who have significant power and authority.

Their disrespect towards others is expressed in various ways - crude innuendo about how a female colleague got a promotion; racist nicknames; contempt for the ideas, beliefs, or identities of co-workers; and even cruel remarks about a person’s disability.

Ombuds Dilemma: Do Ombuds Provide “Emergency” Services?

I’m a new ombuds and am surprised by how many visitors call my office in a state of distress, with situations they describe as “an emergency.” I feel an internal pressure in those moments to make space immediately on my calendar – space I really don’t have – and I sometimes find myself working into the evenings and on weekends to accommodate these unexpected demands, in addition to my other responsibilities. I no longer have time for many activities I enjoy and that support my health and well-being (like exercising) and calls outside of business hours are impacting my time with my family. I pursued this role because I find purpose in helping others but I’m starting to wonder where the line is between service and altruistic narcissism – I don’t want to cross it.

Emergency Calls as Opportunities

By Lana Smith-Hale, Assistant Ombuds at UCSB & Anthony Keen-Louie, Associate Ombuds at UCSC,

If you’ve been a part of the IOA community for a while, you probably have a good sense of what Ombuds Day is, and have found creative ways to recognize the day with your colleagues and constituents. But for the newer Ombuds or for the Ombuds who are looking to refresh their Ombuds Day practices, this blog post is for you! 

Ombuds Day grew out of the ABA Dispute Resolution Committee, which realized that the field needed to better understand the role of an Ombudsperson. So now, every second Thursday in October, we celebrate Ombuds by both connecting Ombuds with others in the Community (usually with a free webinar - link to sign up for this year’s event), as well as an opportunity to encourage each Ombuds to engage with their own constituents. IOA highlights this as an opportunity to understand the profession deeper and encourage greater awareness and use of the Ombuds services and programs.         

Welcome to “In Practice” a new column edited by a panel of experienced ombuds colleagues. 

Our goal in this column is to elevate ombuds practice by engaging practitioners from all sectors in the analysis and discussion of practice-related dilemmas for which IOA's Code of Ethics and Standards of Practice do not offer conclusive guidance.

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

Dear IOA Colleagues,

The Journal of the International Ombuds Association (JIOA) has been busy this year!  Please visit our website if you have not done so recently.  There are new articles and book reviews posted. 

As an Associate Ombuds for the Federal Bureau of Investigation (FBI), Dr. Belinda Robinson utilizes poetry as a creative outlet. She gracefully presented two examples of how she uses this medium to share appreciation for the role she has within the Ombuds community. The following was shared at the Coalition of Federal Ombudsman (COFO) conference in 2021 in recognition of Ombuds Day 2021:

The next poem was also shared in recognition of Ombuds Day 2022 (It was originally embedded in a slideshow and was reformatted to present in this post):

By the Diversity, Equity, Inclusion, and Belonging (DEIB) Committee

Juneteenth (June 19) is approaching soon. It is a United States federal holiday which commemorates the end of slavery, the day when the last enslaved African Americans in Texas were told they were free. It’s a time to reflect on both our history and recent events and how we continue to work to eradicate anti- Black racism in all its forms together. This is an important day of celebration for African Americans and all Americans alike. We recognize that each country - each culture - holds celebrations to commemorate freedom, progress, and inclusion. May we use this space to share important portions of our global histories with one another.

Here are a few resources assembled by the IOA DEIB Committee to help honor and celebrate Juneteenth and increase awareness and understanding of racial equity and inclusion:

• On Juneteenth by Annette Gordon-Reed
• Juneteenth by Ralph Ellison
• Listen to a rendition of the Negro National Anthem “Lift Every Voice and Sing”
• Sign up for the 21-Day Racial Equity Challenge, a free online challenge offering daily simple actions to pursue racial justice in your workplace.
• The Washington Race Equity & Justice Initiative (REJI) Organizational Race Equity Toolkit is designed to help organizations, particularly equity and justice-oriented legal organizations, understand and incorporate race equity into their work. Among its tools and resources, the Toolkit provides an assessment tool that organizations, particularly legal organizations, can use to assess and advance their practices, policies, and culture in order to operationalize race equity and support the development of organizational equity plans. Learn more about REJI.
• Check out additional relevant resources the DEIB Committee has shared in the IOA Online CommUnity

Being able to engage in creative problem solving is key to our role as ombuds. This level of creativity is further fostered by engaging in creative endeavors outside of our role. Creative endeavors can also allow us to refresh our mind after days of high intensity conversations.

For those of you who attended the IOA conference in Seattle, I hope you were able to experience the various displays of creativity shared by our IOA members. There were the many visual displays exhibited within the Experience on Display program; we had the lovely performance of the George Gershwin tune Summertime by Sana and Chuck Doran; and the conference was opened by Ellen Miller sharing the video with Andisile Best reciting his poem that follows:

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!