The Ombudsman: The Bridge to Conflict Resolution, Accountability, and Transparency

UNITED STATES OMBUDSMAN ASSOCIATION 32 ND ANNUAL CONFERENCE The Ombudsman: The Bridge to Conflict Resolution, Accountability, and Transparency Jacksonville, Florida October 24 October 28, 2011 CONFERENCE PROGRAM

UNITED STATES OMBUDSMAN ASSOCIATION 32 ND ANNUAL CONFERENCE The Ombudsman: The Bridge to Conflict Resolution, Accountability, and Transparency Welcome! Thank you for joining us at our 32 nd Annual Conference. Jacksonville, home of the Seven Iconic Bridges that connect the citizens of Jacksonville to their destinations each day, is the perfect setting for discussing our unique role of resolving conflicts and ensuring accountability and transparency for those who seek our services. An ombudsman is like a bridge in many ways. In its traditional form, the ombudsman connects citizens with their government by providing a path for them to have their complaints independently and impartially investigated. More recent forms of ombudsmen work to resolve differences between consumers and private organizations or between employees and management or other employees within an organization. Regardless of their form of practice, ombudsmen share a similar purpose to make or restore a connection where a wide difference has developed. As ombudsmen, we are continually evaluating what we do, how we do it, and how we might be able to do it better. In the same way that a bridge needs periodic maintenance to ensure its functionality and the confidence and trust of those who use it, we need ongoing training to enhance our ability to maintain our functionality and the confidence and trust of the people with whom we deal. This year's conference continues USOA's tradition of recognizing and responding to current issues and events being faced by its members. Our session topics include dealing with difficult people, understanding and dealing with generational differences, ensuring reasonable process and outcomes through value-based decision-making, measuring ombudsman outcomes, using social networking as a tool, minimizing political retaliation, managing stress, and meeting USOA standards for a credible review process. In addition, USOA s two-day New Ombudsman Training is again being presented as a pre-conference workshop, and with the support of the International Ombudsman Institute, we are also offering as a two-day pre-conference workshop the internationally recognized Sharpening Your Teeth training that was developed by the Ontario Ombudsman. We hope you find the conference educational and exciting, make new and renew old friendships, and enjoy the great city of Jacksonville, Florida. Sincerely, Linda Lord-Jenkins, President USOA Robin K. Matsunaga, Chair USOA Conferences & Training Committee Dinah Coleman-Mason 2011 Conference Host 2011 Conference Planning Committee Members: Dinah Coleman-Mason, Co-Chair, Ombudsman, City of Jacksonville, Florida Robin K. Matsunaga, Co-Chair, Ombudsman, Hawaii Joanne MacDonnell, Secretary, Acting Ombudsman, Arizona Ombudsman Citizens Aide Viola Abbitt, Director, Office of the Ombudsman, New York State Office of Children & Family Services Rachel Barnett, Assistant Ombudsman, Dayton, Ohio Durene Brown, City Ombudsman, Detroit, Michigan Kristie Hirschman, Senior Assistant, Iowa Citizens Aide/Ombudsman Laurie Lenkel, Director, Office of the Ombudsman, U.S. Food and Drug Administration Linda Lord-Jenkins, Ombudsman, Alaska Gerald Papica, Ombudsman, Tennessee Commission on Children & Youth 2

PRE-CONFERENCE AGENDA #1 NEW OMBUDSMAN TRAINING MONDAY, OCTOBER 24, 2011 7:30 AM 5:00 PM PRE-CONFERENCE REGISTRATION AND CONFERENCE REGISTRATION -- FOYER (NEAR DUVAL E) 7:30 AM 8:00 AM BREAKFAST FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 8:00 AM 10:15 AM NEW OMBUDSMAN TRAINING DAY 1 -- ST. JOHNS This popular two-day workshop is designed for individuals who are relatively new to the role of government ombudsman, regardless of the level or branch of government or the jurisdiction of the office. Participants will learn about the origin, characteristics, and standards of an ombudsman office. Instructors will discuss basic intake, interviewing and investigation techniques, reports, and a case study to enable participants to apply knowledge to practice. The workshop will examine the role of the ombudsman in promoting an ethical climate in our organizations as well as review ethical challenges we may face. Workshop participants will also have the opportunity to discuss best practices, time saving tips, and tools of the trade with a group of experienced, successful ombudsmen. A certificate of completion will be issued to those in attendance for both days. I NSTRUCTORS: Charlene Burkett, Director, Indiana Department of Correction Ombudsman Bureau Kristie Hirschman, Senior Assistant, Iowa Citizens Aide/Ombudsman Linda Lord-Jenkins, Ombudsman, State of Alaska Gerald R. Papica, Ombudsman, Tennessee Commission on Children & Youth 10:15 AM 10:30 AM BREAK FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 10:30 AM 12:00 PM NEW OMBUDSMAN TRAINING (CONTINUED) 12:00 PM 1:00 PM LUNCH FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- AMELIA 1:00 PM 3:00 PM NEW OMBUDSMAN TRAINING (CONTINUED) 3:00 PM 3:15 PM BREAK FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 3:15 PM 5:00 PM NEW OMBUDSMAN TRAINING (CONTINUED) TUESDAY, OCTOBER 25, 2011 7:30 AM 8:00 AM BREAKFAST FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 8:00 AM 10:00 AM NEW OMBUDSMAN TRAINING DAY 2 -- ST. JOHNS Continuation of the two-day training. 10:00 AM 10:15 AM BREAK FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 10:15 AM 12:00 PM NEW OMBUDSMAN TRAINING (CONTINUED) 12:00 PM 1:00 PM LUNCH FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- AMELIA 1:00 PM 3:00 PM NEW OMBUDSMAN TRAINING (CONTINUED) 3:00 PM 3:15 PM BREAK FOR NEW OMBUDSMAN TRAINING PRE-CONFERENCE ATTENDEES -- FOYER 3:15 PM 5:00 PM NEW OMBUDSMAN TRAINING (CONTINUED)

PRE-CONFERENCE AGENDA #2 SHARPENING YOUR TEETH MONDAY, OCTOBER 24, 2011 7:30 AM 5:00 PM PRE-CONFERENCE REGISTRATION AND CONFERENCE REGISTRATION -- FOYER (NEAR DUVAL E) 7:30 AM 8:00 AM BREAKFAST FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 8:00 AM 10:00 AM SHARPENING YOUR TEETH DAY 1 -- DUVAL C, D, & E Since 2005, the Ontario Ombudsman s Office has pioneered an innovative methodology for conducting systemic investigations. The purpose of Sharpening Your Teeth is to share the unique techniques developed by the Special Ombudsman Response Team (SORT) and show how they can be easily adapted by other oversight agencies. SORT is widely known for its specialized systemic investigations on high profile issues. This two-day workshop will present principles of effective investigations and provide techniques for conducting systemic investigations, interviewing witnesses, writing investigative reports, and making yourself heard via traditional and social media. A certificate of completion will be issued to those in attendance for both days. I NSTRUCTORS: André Marin, Ombudsman, Ontario, Canada Barb Finlay, Deputy Ombudsman, Ontario, Canada 10:00 AM 10:15 AM BREAK FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 10:15 AM 12:00 PM SHARPENING YOUR TEETH (CONTINUED) 12:00 PM 1:00 PM LUNCH FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- AMELIA 1:00 PM 3:00 PM SHARPENING YOUR TEETH (CONTINUED) 3:00 PM 3:15 PM BREAK FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 3:15 PM 4:30 PM SHARPENING YOUR TEETH (CONTINUED) TUESDAY, OCTOBER 25, 2011 7:30 AM 8:00 AM BREAKFAST FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 8:00 AM 10:00 AM SHARPENING YOUR TEETH DAY 2 -- DUVAL C, D, & E Continuation of the two-day training. 10:00 AM 10:15 AM BREAK FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 10:15 AM 12:00 PM SHARPENING YOUR TEETH (CONTINUED) 12:00 PM 1:00 PM LUNCH FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- AMELIA 1:00 PM 3:00 PM SHARPENING YOUR TEETH (CONTINUED) 3:00 PM 3:15 PM BREAK FOR SHARPENING YOUR TEETH PRE-CONFERENCE ATTENDEES -- FOYER 3:15 PM 4:30 PM SHARPENING YOUR TEETH (CONTINUED) 4

CONFERENCE AGENDA TUESDAY, OCTOBER 25, 2011 7:30 AM 5:00 PM REGISTRATION -- FOYER (NEAR DUVAL E) 5:00 PM 6:30 PM OPENING RECEPTION -- AMELIA AND POOLSIDE An informal meet-and-greet featuring light appetizers and cash bar (first hour of bar will be hosted). Note: If you are not registered for the conference, please see the registration form to order a reception admission or purchase a ticket at the USOA registration table. POST RECEPTION DINNER ON YOUR OWN WEDNESDAY, OCTOBER 26, 2011 7:30 AM 5:00 PM REGISTRATION -- FOYER (NEAR DUVAL E) 7:30 AM 8:00 AM BREAKFAST -- DUVAL B, C, D, & E 8:00 AM 8:45 AM CONFERENCE OPENING AND WELCOME REMARKS -- DUVAL B, C, D, & E 8:45 AM 10:15 AM PLENARY SESSION -- DUVAL B, C, D, & E VALUE-BASED DECISION-MAKING: ENSURING REASONABLE PROCESS AND OUTCOMES IN THE PUBLIC SECTOR - procedures they follow and outcomes they achieve to ensure that they truly reflect public service values. The session presenter will discu - - - F - - Usin - Applying reasoned analysis and transparency in decision-making. - was not reflective of public service values. some basic best practices for decision-making. P RESENTER: Laura Pettigrew, Senior Counsel, Office of the Ombudsman, Ontario, Canada 10:15 AM 10:30 AM BREAK -- DUVAL B, C, D, & E 10:30 AM 12:00 PM CONCURRENT SESSION 1A -- ST. JOHNS OMBUDSMAN ADVOCACY SMARTS: AVOIDING THE PAINS OF SYSTEMS ADVOCACY Following Florida's 2010 gubernatorial election, the state's Long-Term Care Ombudsman Program encountered internal and external interference to curtail program advocacy. Outspoken ombudsmen who advocated for the program's protection and integrity experienced intimidation and retaliation. In this session, the presenters will share their views of these events, along with creative approaches ombudsmen can use to proactively engage policymakers through education and advocacy to minimize program or personnel risk. P RESENTERS: Lynn Dos Santos, Former State Long-Term Care Ombudsman Council Chair (Volunteer), Florida Brian Lee, Executive Director of Families for Better Care and Former Long-Term Care Ombudsman, Florida 5

CONCURRENT SESSION 1B -- AMELIA GENERATIONAL CHARACTERISTICS THAT IMPACT THE WORK OF THE OMBUDSMAN This session expands the content of Generation X, Y, and Z presented at last year s USOA conference, with a focus on how generational characteristics can impact the work of the Ombudsman. The session will discuss the generational characteristics of complainants and how both internal and external complaints can be placed within a framework for dealing with generational differences. Presenters will provide strategies and techniques for understanding the perspectives of complainants from different generations, in order to provide concrete ways to address their concerns. P RESENTERS: Brandy Alexander, Assistant Ombudsman, Joint Office of Citizen Complaints, Dayton, Ohio Rachel Barnett, Assistant Ombudsman, Joint Office of Citizen Complaints, Dayton, Ohio 12:15 PM 1:45 PM LUNCH AND KEYNOTE -- DUVAL A K EYNOTE SPEAKER: Alicia Shepard, Former Ombudsman, National Public Radio 2:00 PM 3:30 PM PLENARY SESSION -- DUVAL B, C, D, & E SOCIAL MEDIA: BRIDGING THE COMMUNICATION DIVIDE Does your office Tweet? Do you have a Facebook page? Do you blog? It is an undisputed fact that these tools have changed the face of communication. This session will discuss the risks and benefits of using social media technologies to connect with your constituents and elected officials. The presenters will also discuss policy development and considerations for using social media in your office. Attendees will be encouraged to share their experiences regarding their offices use of social media. P RESENTERS: Nancy Blum, Director of Communications, Florida Department of Health Cragin Mosteller, Director of Communications, Florida Association of Counties 3:30 PM 3:45 PM BREAK -- DUVAL B, C, D, & E 3:45 PM 5:15 PM USOA CHAPTER MEETINGS USOA members have different areas of authority, interest and expertise in their jobs. For this reason, a number of specialized chapters are organized within USOA to share experiences, resources and accomplishments. These meetings are a great opportunity to brainstorm and problem solve. This time also will allow the members to develop a plan of action for each chapter for the upcoming year. CHILDREN AND FAMILIES/HEALTHCARE -- ST. JOHNS P RESENTER: Mary I. Armstrong, Director, Division of State and Local Support, Department of Child and Family Studies at the Louis de la Parte Florida Mental Health Institute, University of South Florida CORRECTIONS -- DELEON (2 ND FL) EDUCATION -- K INGSLEY (2 ND FL) FEDERAL GOVERNMENT -- CROWNE MUNICIPAL GOVERNMENT -- HECKSHER (2 ND FL) 5:30 PM 6:30 PM IOI MEETING -- SUWANNEE (2 ND FL) 7:00 PM DINE AROUND JACKSONVILLE Local Hosts will provide restaurant information and transportation assistance (at your own expense). Please sign up for your restaurant at the registration table. 6

THURSDAY, OCTOBER 27, 2011 7:30 AM 5:00 PM REGISTRATION -- FOYER (NEAR DUVAL E) 7:30 AM 8:00 AM BREAKFAST -- DUVAL B, C, D, & E 8:00 AM 8:30 AM ADMINISTRATIVE ANNOUNCEMENTS -- DUVAL B, C, D, & E 8:30 AM 10:00 AM PLENARY SESSION -- DUVAL B, C, D, & E USOA STANDARDS: CREDIBLE REVIEW PROCESS A panel consisting of a federal government ombudsman, a municipal government ombudsman, a state government executive branch ombudsman and a state government legislative branch ombudsman will discuss how the USOA standards relating to credible review process can be used by current offices that have different structure, jurisdiction, and powers. The panel will also respond to questions from session attendees. P ANELISTS: William P. Angrick II, retired Iowa Citizens Aide/Ombudsman Amy Calderwood, Ombudsman, King County Office of Citizen Complaints, Washington Wendy Kamenshine, Senior Ombudsman, Citizenship and Immigration Services Ombudsman s Office, and Acting Ombudsman, Consumer Financial Protection Bureau Roberta Opheim, Ombudsman, Office of Ombudsman for Mental Health and Developmental Disabilities, Minnesota 10:00 AM 10:15 AM BREAK -- DUVAL B, C, D, & E 10:15 AM 11:45 AM CONCURRENT SESSION 2A -- AMELIA DATA COLLECTION AS GOVERNMENT QUALITY ASSURANCE AND OMBUDSMAN ACCOUNTABILITY Citizen complaints represent point of service consumer feedback on public services. Collecting and carefully articulating those complaints in the form of data positions ombudsmen as a conduit for direct quality assurance mechanisms of government agencies. The data also serve as a means for ombudsman accountability and explanation of role. This session will explore approaches to data collection that both support and defend ombudsmen work. P RESENTER: Moira O Neill, Assistant Professor, Department of Nursing, University of New England, and Former Assistant Child Advocate, Office of the Child Advocate, Connecticut CONCURRENT SESSION 2B -- ST. JOHNS CHALLENGES FACING FEDERAL OMBUDSMEN IN HIGH PROFILE AGENCIES Whether it is the establishment of an ombudsman office for a newly created agency, establishing a new ombudsman program for an existing agency, or managing an existing ombudsman program, ombudsmen who work for high profile Federal agencies face unique challenges in an ever changing landscape. What are the best strategies for moving forward and what are the pitfalls to be avoided? This panel will focus on the challenges of getting the job done when your agency is in the glare of the spotlight. P ANELISTS: Connie Jesse, Ombudsman Team Lead, Ombudsman Group, U.S. Department of Education Wendy Kamenshine, Senior Ombudsman, Citizenship and Immigration Services Ombudsman s Office, and Acting Ombudsman, Consumer Financial Protection Bureau Yolanda Swift, Deputy National Ombudsman for Regulatory Fairness Programs, Office of the National Ombudsman, U. S. Small Business Administration 7

12:00 PM 2:00 PM LUNCH AND USOA ANNUAL MEETING -- DUVAL B, C, D, & E USOA ANNUAL MEMBERSHIP MEETING Introduction of 2009-2011 Directors and Board members 2009-2011 Directors Annual Reports Introduction of 2011-2013 Directors 2011-2013 Directors Election of Officers and Standing Committee Chairs Discussion of Association and Member Issues 2012 Conference Announcement and Presentation 2:15 PM 3:15 PM CONCURRENT SESSION 3A -- AMELIA WE CAN DISH IT OUT, BUT CAN WE TAKE IT? WHAT HAPPENS WHEN THE OMBUDSMAN IS AUDITED? Ombudsman offices exist to look into the inner workings of agencies when citizens complain about unfairness, inefficiency, and delay, but what happens when the ombudsman is subjected to the same scrutiny? This session will focus on the benefits of being audited, what the process itself can teach an ombudsman office, and how those who do not understand the ombudsman s unique role come to view our office. The presenter will speak from personal experience, but will also present information on performance audits from other offices. P RESENTER: Linda Lord-Jenkins, Ombudsman, Alaska CONCURRENT SESSION 3B -- ST. JOHNS ONE HOUR TO WRITING POWER Being able to communicate effectively with complainants, agency officials, and the public is fundamental to the work of an ombudsman. In this session, attendees will learn easy ways to improve their writing s potency, efficiency, and effectiveness. P RESENTER: Brenda Maxey-Billings, Department of English, University of North Florida 3:15 PM 3:30 PM BREAK -- DUVAL B, C, D, & E 3:30 PM 5:00 PM PLENARY SESSION -- DUVAL B, C, D, & E DEALING WITH DIFFICULT PEOPLE An Ombudsman deals with difficult people on a daily basis. In fact, at times some of us can be difficult ourselves. This session identifies traits of difficult people as well as strategies to interview difficult people while ensuring that safety and security is preserved at all times. Effective communication styles and techniques are integral to diffusing difficulty, and your success at resolving conflict depends on this skill. The session presenter will share his 30+ years of experience in dealing with difficult people and encourage discussion with attendees regarding their shared experiences. Attendees will leave with a new refocused awareness of identifying and dealing with difficult people. P RESENTER: Tim Burns, Ombudsman, Office of the Police Ombudsman, Spokane, Washington 6:00 PM 9:30 PM BANQUET RIVER CITY BREWING COMPANY Jacksonville s premier riverfront restaurant, overlooking the beautiful St. John s River and the downtown skyline. Attendees who would like to walk as a group or who need assistance getting to the banquet venue should gather in the hotel lobby at 5:30 p.m. Please note: Guests not registered for the conference must purchase a banquet ticket to attend. Please see the staff at the conference registration desk. 8

FRIDAY, OCTOBER 28, 2011 8:00 AM 8:30 AM BREAKFAST BUFFET -- DUVAL B, C, D, & E 8:30 AM 10:00 AM PLENARY SESSION -- DUVAL B, C, D, & E SELF-MASTERY FOR STRESS MANAGEMENT How can we become more balanced, satisfied and energetic even in the face of the endless stressors we encounter on a daily basis? In this presentation, you will learn about the 10 steps toward Self-Mastery and how they can impact your stress levels. Also discussed will be the 10 biggest distractions to Self-Mastery and some proven methods of keeping them at a minimum in your life. At the end of Self-Mastery for Stress Management, you will be equipped with the knowledge essential to coping with large stressors and daily hassles in order to move toward more personal effectiveness and job/life satisfaction. P RESENTER: Brian P. Higley, Department of Psychology, University of North Florida 10:00 AM 10:15 AM BREAK -- DUVAL B, C, D, & E 10:15 AM 11:45 AM SELF-MASTERY FOR STRESS MANAGEMENT (CONTINUED) -- DUVAL B, C, D, & E 11:45 AM 12:00 AM CONFERENCE CLOSING/EVALUATION -- DUVAL B, C, D, & E 9