By Ion Anghel, Head of the Ombuds Department of OMV Petrom, Romania

Over the last decade, I have been involved in the life of this department on a constant basis, first from the outside (as an advisor to its activities) and then from its core, as Director of this function. Looking back over time, I can say that the Ombuds’ mission here in OMV Petrom was never an easy one. This statement may surely be confirmed by all international Ombuds colleagues who have had the difficult task of launching an Ombudsman program in a company (or even more, a country) with little or no experience on this topic.

Moreover, the last years have been particularly challenging, as we have seen the whole world deal with the effects of the Covid pandemic. I think that in this new era, the importance of having somebody to talk to and address your concerns has proven to be so much more significant than before. For this reason, we have tried to stay in contact with the people in our organization even when physical presence became scarcer than before, to prevent the feeling of isolation and help build the necessary bridges to move forward. At the same time, we have had to re-invent ourselves on both a personal and professional level, as probably many of you have been required to.

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By the International Ombuds Association

We are delighted to announce that we have launched a new IOA website. You are invited to visit our new and improved site at www.ombudsassociation.org.

What's Changing & How Will It Affect You?

In 2018, IOA began our journey to redefine the way we communicate about our association and about the organizational ombuds profession as a whole. Today, we are proud to announce and share the results of this effort.

Along with formally changing our organization's name to the “International Ombuds Association,”  we are releasing a new logo, revised color palette, and a refined branding style guide. This new branding helps us celebrate the growth and evolution of our organization and our profession. It reflects a modern interpretation of our core values and traditions while incorporating elements of our 2021-2024 Strategic Direction.

Thank You for Your Input

During this process, member input has driven the overall direction and design of this new modern look. Your responses to the member-driven 2020 Branding Survey, your comments and input on the revisions to IOA's Bylaws & Articles of Incorporation, as well as your feedback on the 2021 logo design concepts have helped IOA leadership to better understand what you think IOA's brand should convey and what imagery resonates most with you. 

By Melanie Jagneaux, JD, MBA, CO-OP®, IOA President

IOA begins the new year strong. Steadily growing over the past two years, IOA has surpassed its 1,000 member milestone! Even as the impacts of the COVID pandemic continued, we ended 2021 in a prosperous financial position, closing the year with an approximate net surplus of more than $35,000.

We, the members of IOA, accomplished a great deal in 2021! I think it is important to pause and celebrate our successes because our efforts in 2021 will bring even more value to our membership and the ombuds profession in the years to come. If you volunteered your time and talent on an IOA Committee or Task Force, IOA has greatly benefited from your investment. If you provided valuable feedback on proposals in surveys, you helped IOA leaders make better decisions. If you shared viewpoints in town halls or member meetings you contributed to our collaborative culture. We stayed well focused on our goals, engaged openly, collaborated well, met challenges with confidence and persistence, and made important changes to ready the organization for the future.

What Is Changing & Why Is It Important?

By IOA SOP & COE Working Group

In the Fall of 2020, the IOA Board of Directors presented revised drafts of the Standards of Practice and Code of Ethics to the IOA membership for feedback (more information is available on The Independent Voice). We received many comments via our survey questionnaire, during listening sessions, and in individual communications. The majority of the comments supported the proposed changes, but there were a number of members who offered valuable constructive criticism and specific suggestions.

Next, the Board convened a working group to methodically review and evaluate the comments and suggestions from members. That group met weekly and conducted a section-by-section, paragraph-by-paragraph review of the Standards of Practice and Code of Ethics, incorporating many of the suggested edits. The working group exercised its best judgment to reconcile many conflicting member suggestions.

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:

By Shannon Lynn Burton, Ph.D. & Shereen Bingham, Ph.D.,

Dear Colleagues,

The International Ombudsman Association Research and Assessment Committee will be developing The Organizational Ombuds Reader with an anticipated publication date during 2022.

The Way Forward: An Informed Design

In 2018, IOA partnered with Westfourth Communications to redefine the way we communicate about IOA as an organization and the Ombuds profession as a whole. From building foundational core messaging to establishing a mission statement, values, and tagline member outreach and member feedback have served as our roadmap to modernize the IOA brand. 

Here is a recap of the rebranding timeline to date:

By Elaine Shaw
IOA Ombuds

I’ve been thinking recently about Studs Terkel (1912-2008): writer, Radio broadcaster, and amazing listener; who famously asked Dr. Martin Luther King, Jr., “When did this dream first come to you?” I have been thinking about Studs because, in addition to being an inspiration for helping people share their stories, he worked at my favorite Chicago radio station when I was growing up: WFMT. His job title there: Free Spirit. For those who may have visited my LinkedIn profile, you may have seen that I shamelessly stole this wonderful job title. In these last several years I have enjoyed patching together a variety of gigs as a free spirit – choosing work that is interesting and fulfilling: Community Mediator (now virtual and via text messaging!); Conference/Contract Ombuds; Yoga Leader; Book Group Facilitator; Activist; Non-profit Volunteer, Musician; workplace coach, etc., etc.

Something I have noticed in these unusual months is how difficult it is for me at this stage of life to aspire to be neutral and impartial.  Indeed, serving as the IOA Ombuds and as a Bravely Pro, I have discovered that my “go to” response can sometimes feel more like advisor than objective third party. What experience, tool, book, exercise, process, suggestion, trick, tip, shortcut, hack can I come up with to match my Visitor’s need? But what is really going on here?

By Shannon Lynn Burton, Ph.D., University Ombudsperson, Michigan State University
& 
Shereen Bingham, Ph.D., Professor Emeritus, University of Nebraska Omaha, 

The IOA Research and Assessment Committee will be developing The Organizational Ombuds Reader with an anticipated publication date during 2022.

Edited by Dr. Shannon Lynn Burton and Dr. Shereen Bingham, The Organizational Ombuds Reader is a collection and bibliography of the scholarly pieces considered to be the most influential in organizational ombuds practice published since the 1960s. The purpose of the Reader is to serve as a resource for ombuds scholars and practitioners wanting to learn more about the field.

Updates from the Special Meeting

Thank you to all members who voted by proxy or participated in today’s special meeting of the membership to discuss the proposed revisions to our organization’s Bylaws and Articles of Incorporation.

During the meeting, members raised procedural issues, which delayed the discussion of the motion to approve the changes to IOA's Bylaws. By the time the procedural issues were resolved, the time that had been dedicated for discussion had expired and the motion to vote was withdrawn. In the remaining few minutes, several members expressed views and asked questions. The Board will meet next Monday, 19 July 2021 to discuss how best to move forward.

IOA Submits Comment to the U.S. Department of Education

In March 2021, President Biden issued an executive order directing the U.S. Secretary of Education, Miquel Cardona, to review the changes made to Title IX under the Trump administration.

For multiple days during the week of 7 June, the U.S. Department of Education held a virtual Title IX Public Hearing to gather information from survivors, students, parents, faculty, school staff, administrators, and other community members about the steps the Department can take to ensure that schools are providing students with safe learning environments free from discrimination and sexual harassment while implementing fair processes. The public comments will inform the Department’s review of its regulations, guidance, and other agency actions under Title IX. In addition to oral statements at the public hearing, the Department welcomed the submission of written comments.

IOA's Government & Policy Committee  with the support of IOA leadership submitted a written comment highlighting the important and unique role organizational ombuds play on many campuses by providing confidential, informal, impartial, and independent assistance to all college and university community members including complainants, respondents, and the administration, writing:

by Melanie Jagneaux, JD, MBA, CO-OP®, 2020-2021 IOA President

In North America, where vaccinations continue and an end to the pandemic appears to be in sight, many of us are beginning to feel a sense of relief as we perceive that the worst may be behind us.

However, as an international organization, IOA is well aware that our colleagues around the world are experiencing grave difficulties and have families, coworkers, organizations, and communities that continue to struggle with COVID-19.

by IOA 2020-2021 President, Melanie Jagneaux, JD, MBA, CO-OP®

Greetings IOA, and Happy 2021!

2020 was a tumultuous year for all of us…for the world, really. From the global pandemic of COVID to racial injustice to deep divisions in our societies, 2020 brought us chaos, challenge, and pain. With courage and clarity of purpose, IOA adapted to the challenges of the year, made important progress, and continued with its growth strategy.  We now have cause to celebrate a successful year despite those challenges.

Very importantly, our membership increased by 7% during 2020 to almost 1,000 members. We had more than 270 new members join IOA in 2020 and a phenomenal renewal rate of 79%. This increase in our membership and high rate of renewal is a signal that you, our IOA members, are finding real value in our global ombuds community. Our member benefits, training, leadership, information, and services are meaningful to you. We fully intend to continue providing the same high-quality benefits, information, and services this year!

By Melanie Jagneaux, JD, MBA, CO-OP, 2020-2021 IOA President

Beginning in early 2020, IOA embarked on a strategic planning process to set the course for our near future – the coming three years. The Board of Directors engaged Solid Ground Consulting as just the right partner to guide an effective and fruitful process.

To ensure that we were addressing important interests and perspectives across our organization, we intentionally involved key stakeholders of the organization, including chairs and co-chairs of committees and task forces, members of our emerging ombuds network, former leaders, staff, as well as additional IOA members. Through a series of focus group meetings and one-on-one interviews, Solid Ground gathered a broad range of input and perspectives to inform our process. This information was collected in the form of a Pre-Planning Report, which the Board reviewed over a series of three half-day virtual retreats in late summer 2020. With support from Solid Ground, the strategic planning team presented a draft Strategic Direction document to the Board and to all other members of the Leadership Group (which includes all committee and task force co-chairs). That draft was revised to incorporate feedback and the final draft was presented to the Board and approved at its last meeting in October 2020.

By Steven Prevaux, JD, CO-OP®
IOA Vice President

IOA successfully launched a new Leadership Onboarding Program (LOP) with more than 30 IOA volunteers participating on 23 September 2020 using a virtual workshop format. We enjoyed an open dialogue with a meaningful exchange of diverse viewpoints and perspectives. A dynamic discussion of IOA leadership roles considered aspects of our “value proposition” through the lens of a focus question: “Why IOA?” Those two words sparked a range of honest, robust, and constructive responses from IOA leaders past, present, and emerging. To get a good sense of these timely and essential concerns check out the following video montage that includes thoughtful wisdom from a half-dozen veteran IOA leaders. 

On October 9^th, the U.S. Department of Education rescinded the guidance in its 2016 Clery Act Handbook for Campus Safety and Security Reporting. This is good news for those college and university Ombuds who have been compelled or who are under the threat of being designated “campus security authorities” by their institution. Read the full announcement and the new guidance from the Department of Education here.   Read on for a memorandum with analysis from the IOA Government & Policy Committee, or download it below.

Download the Memo

GPC MEMORANDUM

To:                   All IOA Members & the Ombuds Community

From:               IOA Government and Policy Committee

By Hector Escalante, Ed.D, MFA
Ombudsperson - Pacific University

What are the top suggestions ombuds can use to show value to leadership? What tools can they use to make a case that their office deserves to exist? Recently, Chuck Howard, IOA’s Executive Director formed a team led by Randy Williams and Ronnie Thompson 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”.

In today’s uncertain and unstable environment, this mission is critically important for ombuds offices. Many ombuds offices may be at risk for closure. I recently experienced the possibility of my office being closed because of new leadership and extreme budget cuts. Fortunately, with the help of IOA, close ombuds colleagues and my university stakeholders, I was strategically able to convince our new leader that the ombuds role brings tremendous value to him as a leader and to the greater university community.

By Mary Rowe,

The survey team has been preparing many reports from the 2020 Practice and Compensation survey report. Here are the first two reports. Information is coming next about compensation. And more is coming about OO Practice in addition to the attached articles. Hi Colleagues, we enormously appreciate all who participated in the IOA survey by sharing your insights and information. Through your contributions, the world - and we - are able to understand the functions, boundaries, and impact of organizational ombuds (OO) with greater clarity. Thank you, thank you!

The first report helps provide information to a confused world about what OOs actually do and do not do - and how we fit into the whole world of all ombudspeople.

By Melanie Jagneaux, 2020-2021 IOA President

Dear IOA Members,

After a successful pilot program, the IOA Board unanimously voted to extend the IOA ombuds program. Our inaugural IOA Ombuds, Elaine Shaw, CO-OP®, informed the Board that she received calls from all sectors and across the globe. In addition, Elaine presented three ‘upward feedback’ concerns that inspired action of the Board concerning updates to members. Elaine also presented a written report to the Board on the program’s performance for the pilot period, which gave the Board the information necessary to review the program’s performance. The report was favorably received by the Board as it presents ombuds case information in a way that is both informative and reader-friendly. Given the quality and contents of the report, the Board unanimously agreed that IOA members would appreciate receiving the report.