2024 IOA September Symposium: Organization as Visitor

Experiences with the Organization as Visitor: In addition to providing confidential, informal, independent, and impartial assistance to individuals, ombuds also serve the organization by being sensitive to the interests and concerns of the organization and helping the organization clarify goals and consider options to make the best decisions about next steps. This panel of ombuds from various sectors will reflect on and share vulnerably about past experiences with viewing the organization as a visitor, including their successes and potential missed opportunities. Learn More

Dr. Mary Bliss Conger, Ruthy Kohorn Rosenberg, Carolyn Esposito, Kira Nurieli, and Lexi Wolfe

Read More about Our Panelists

Telling Stories with Data – A Tactical Formula: The most compelling way to communicate is to tell a story. Learn how this marketing agency CEO has succeeded in framing stories to achieve outcomes and how we can incorporate these principles and tactics into the way we communicate to the organization and tell stories as ombuds.

Susan Masucci is the CEO of Rukus. She has enjoyed a variety of experiences throughout her 25-year career providing communications and marketing counsel to clients within the health care, education, non-profit and social justice sectors. She founded Ruckus, a full-service advertising and communications agency in 2006, based on the belief that when purpose and passion intersect, great teams are formed and meaningful results are achieved.

Beyond the Survey - Innovative Data Collection: 

Following on from how to tell stories well with data, and before we talk about data management and trend analysis, this interactive session will focus on identifying all potential data sources that help us tell our stories well. This session will be facilitated by Sarah Klaper and involves small group and large group discussion. The outcome will be a data source resource document that identifies obvious and creative sources of data and the risks and benefits of obtaining data that the Ombuds doesn’t collect or generate

This interactive session draws upon on the collective wisdom of the IOA community Participants will engage in discussions with others to identify various sources of data that can help them communicate stories about visitor experiences as well as ombuds office operations. In large and small group discussions, participants will share their experience with data by addressing questions below:

• What data do you collect about visitor experiences and office operations?
• What data already exists, within your organization, that could be useful for your office? This may include constituent population data and policy manuals.
• How do you use your data to communicate visitor experiences?
• How do you use your data to communicate ombuds office operations and value?

By the end of this session, participants will have a list of potential data sources that can help them communicate visitor experiences, office operations, and office value to their stakeholders and constituents.

Sarah Klaper, JD has been Northwestern University’s first university ombudsperson since August 2021 and is the 2024-25 president of the Board of Directors of the International Ombuds Association. Sarah came to Northwestern from Northern Illinois University (NIU) in DeKalb, Ill., whereshe served for nine years as the University Ombudsperson. Prior to her time at NIU, Sarah was an instructor of Legal Analysis, Research, and Communication at DePaul University College of Law in Chicago. She also taught Education Law, as well as State and Local Government. Sarah practiced law mainly public interest sector for many years and started her legal career at Southeastern Ohio Legal Services in Portsmouth, Ohio. She last practiced at the Citizen Advocacy Center in Elmhurst, Illinois, where she focused on open government work and community organizing around issues such as the First Amendment, the Open Meetings Act, and the Freedom of Information Act. The principles of fairness and equity have guided Sarah throughout her career.

Brooke Wichmann has worked in the alternative dispute resolution field for over 15 years and has extensive experience assisting with wide variety of interpersonal, procedural, and organizational challenges. She currently serves as an ombuds at the University of Tennessee and is a Certified Organizational Ombuds Practitioner® (CO-OP), a Cinergy Conflict Management Coach, a Professional Co-Active Coach (CPCC). Brooke obtained an M.A. in Peace Education from the United Nations Mandated University for Peace and is a doctoral candidate in Education and Human Resource Studies at Colorado State University.

Data Management Practices: Data has great power, but with great power comes great responsibility. The members of the data management team will share important considerations for data management and collection for different sectors and state/national/international governments and include how to manage and track DEIAB and other world topics. Afterward, there will be an opportunity to break into smaller groups to discuss challenges with data.

Alicia Booker-Cormier Ph. D. in is the Principal Ombuds for Baylor College of Medicine and former University Ombudsperson for University of Alabama at Birmingham. Alicia received her Ph.D. from Nova Southeastern University’s Conflict Analysis and Resolution program. Her dissertation project focused on Competencies for Ombuds practicing in Higher Education. Booker-Cormier serves as the Immediate Past President of the International Ombuds Association and is a member of Southern Methodist University Alumni Board. Booker earned a Bachelor of Arts in Journalism, and a Master of Arts in Dispute Resolution from Southern Methodist University (SMU).Booker has received graduate certificates in executive coaching, conflict coaching, mediation, and advanced training on workplace collaboration from SMU and a qualitative research graduate certificate from NSU. In addition to dispute resolution, Booker’s roots in investigative journalism and private investigation have equipped her with a critical interview and question-asking skills that are key to her role as an ombuds.

Jai Calloway is an experienced people leader and executive advisor in Conflict Competence; Diversity, Equity & Inclusion; and Organizational Development. As a 2023 International Ombuds Association Presidential Award recipient and highly respected national thought-leader in conflict and inclusion, she helps organizations create and implement change efforts to develop equitable practices, policies, and healthy organizational cultures. Jai earned a Bachelor of Science in Sociology from the University of New Mexico, a Master of Science in Public Affairs from Texas Southern University, a Juris Doctor from South Texas College of Law, and a Master of Law in Dispute Resolution with a focus on Cross-Cultural Conflict from Pepperdine Caruso School of Law. 

Brett Hathaway Harris (she/her) has served as the ombuds/ombuds program director at the University of Oregon for the past eight years. Previously, she was ombuds at the University of Mississippi and has worked as a contract/external ombuds. Prior to shifting into the ombuds field, Brett practiced in mediation and law, working on employment law and high conflict family law cases. Brett has been a member of IOA's DEIB Committee and previously served as a co-chair of that committee.

Lily Xu is one of the Corporate Ombuds for RTX - commercial aerospace and defense industries. She has been practicing the Ombuds role for 10 years, and is currently a board director of the International Ombuds Association (IOA). Lily has a master’s degree in business administration (MBA) and CO-COP certified practitioner. She previously worked in Ethics & Compliance, Global Trade, Operations, Communications and Project Management. Lily was born and raised in Chengdu, Sichuan, China and has been married to her American husband, who is an artist, and they have a sweet little 2 year old daughter, currently living in Newton, North Carolina. 

Mary Rowe Keynote: Mary Rowe shares a bit of history.

Keynote - Carsten Simon, General Manager, Mars Wrigley Germany

As organizational ombuds, we see our role as key advisors to empowering organizations to reach their full potential by sharing our unique insight to identify issues and opportunities for leaders to make informed decisions for change in the organization. We see value in being an early warning system to anticipate and avoid risk, offering coaching and facilitation, and supplementing formal channels as a partner in new ideas or initiatives. While we hope this is in alignment with how the organization views Ombuds, it is important to understand the organization's perspective in order to help further the needs and interests of the organization. This keynote is focused on what organizational leaders think about the value of ombuds, what they want to know and gain from their relationship with ombuds, and simple ways ombuds can increase rapport and engagement with leadership.

Carsten Simon's career at Mars began in 2003, and since then, he has gained extensive experience across different markets and divisions. His leadership during the integration of Mars Wrigley's chocolate and gum segments in Germany demonstrated his ability to navigate complex transitions successfully. In Switzerland, as Managing Director of Mars Multisales, he drove significant growth, helping the unit recover market share and profitability. Known for his deep understanding of the German market and his commitment to the company’s mission, Carsten is poised to continue the strong momentum at Mars Wrigley in his new role. Carsten has served as the Managing Director of Mars Multisales in Switzerland, based near Zurich. In April 2021, he took on the role of General Manager for Mars Wrigley Germany, with headquarters near Munich. Carsten resides south of Munich with his wife and their four children.  He studied International Business Administration at the University of Applied Sciences Furtwangen in Germany. 

Trend Analysis: A critical part of the OO model is identifying patterns and trends that are impacting the health of the organization. But how do you identify patterns and trends, hot spots, hot issues, and hot people? In this session, hear from ombuds who have embraced trend analysis.

Lisa Yamagata-Lynch is the University Ombudsperson and Director of the Office of Ombuds Services at the University of Tennessee (UT) in Knoxville, and currently serves on both the IOA Board of Directors and Board of Certification for CO-OP. Lisa was appointed to the ombuds position at UT in 2019 and was charged to establish a newly envisioned ombuds office serving graduate students, staff, and faculty. Since then, Lisa has expanded the office staff to include an Associate Ombudsperson. Educational Program Coordinator and a graduate research assistant. Recently, Lisa received the IOA President’s Award for her commitment to serving the Ombuds field.

The Art of Delivering Tough News: Our role as Ombuds can position us to be key advisors to empowering organizations to reach their full potential through our unique perspective of issues and opportunities experienced. These insights can be invaluable for leaders to make informed decisions for change in the organization. However, this role as an early warning system to anticipate and avoid risk means the messages we deliver may not be pleasant or easy to hear. Join this session to hear from a communications expert who has had to deliver difficult messages and partner with leadership in new ideas and initiatives.

Kristen Dattoli is a communications leader and reputation strategist with nearly 30 years of experience specializing in crisis communications. Kristen is the Director of Enterprise Communications at Boston Children’s Hospital, leading a team of brilliant media relations experts. She spends much time developing strategic direction and guiding storytelling across various external platforms. In previous roles, she managed global communications for IBM Watson, overseeing its transition from research to commercialization. She has consistently demonstrated her ability to manage complex communications strategies for high-profile organizations.

Kristen is also a passionate educator. Since 2015, she has been sharing her knowledge as a frequent lecturer at Boston University, preparing future communication professionals through engaging storytelling sessions and graduate and undergraduate lectures. As a sought-after speaker, she regularly presents at major communications conferences across North America, providing insights on crisis management, the changing landscape of the media, and what impactful storytelling means.

Kristen has been recognized with numerous accolades, including the IBM Forward Thinker Award and multiple “Best of” Gold awards from the Publicity Club of New England. Her leadership extends beyond her professional roles, as she serves on the executive board of the Mass Cultural Council and is involved in several community service initiatives. She has her BFA from Boston University.

Outside work, Kristen enjoys painting (on canvas, not walls), theater, and traveling with her family to destinations with great beaches and hiking trails.

Practice Delivering Tough Topics: It's one thing to hear how others do it. It's another to actually put it into practice and deliver difficult messages on tough topics to an organizational leader. This is a unique opportunity to practice with leaders who currently receive upward feedback. There will be a case study shared ahead of time that the ombuds will need to deliver to the leader, and a handful of volunteers will take turns delivering the news to a leader in a breakout room and receive feedback while others in the breakout room observe and learn from the conversations.

Meet Our Experts:

Debra Chew, Director of the Division of Inclusivity, Culture, and Equity (DICE), the Federal Housing Finance Agency (FHFA), USA

Dick Argys, Executive Vice President of Hospital Operations and Chief Culture Officer at Boston Children’s Hospital

Lisa Abbott, Executive Vice President and Chief Human Resources Officer at Boston Children’s Hospital

Chris Viney, Executive Vice President and System General Counsel at Boston Children's Hospital

Michele Garvin, Executive Vice President and Chief of Staff at Boston Children's Hospital. Michele joined Boston Children’s Hospital

Laura J. Wood, DNP, MS, RN, NEA-BC, FAAN, Executive Vice President, Patient Care Operations and System Chief Nursing Executive at Boston Children’s Hospital

Lee Manuel Bitsoi, EdD, Vice President for Diversity, Equity and Inclusion at Brandeis University

Greg Pollock, Partner, Agite Consulting, New Zealand

Ellen Miller, Executive Director, IOA

Richard Binner is General Manager Operations of Fair Way, New Zealand

Read their Bios