THE SECOND OMBUDSMAN LEADERSHIP FORUM CONFERENCE

Our Common Worl<: Trends and Tools for the Millennium

Association of Canadian College and University Ombudspersons Canadian Ombudsman Association

National Association of State Ombudsman Programs The Ombudsman Association

United States Ombudsman Association University and College Om buds Association

The Cathedral Hill Hotel San Francisco, CA June 7 - 10, 2000

7.00 am- 9.30 am Mezzanine

7.30 am - 8.30 am Mezzanine

8.30 am - 4.30 pm Cathedral Hill B

8.30 am - 4.00 pm California

PRE-CONFERENCE WORKSHOPS

T Wednesday, June 7

Workshop Registration

Continental Breakfast for Pre-Conference Workshop Participants

Starting Out on the Right Foot: A Training Workshop for New Ombudsmen

Are you new or relatively new to an ombudsman job? Is your government, agency, college or university, hospital or other employer thinking about establishing an ombudsman office? Well, look no further! Starting Out has been planned for you. This workshop will examine ombudsman history, and why the key characteristics of an ombudsman- confidentiality, impartiality, neutrality and independence- are so important in conflict resolution work. Afternoon breakout sessions will let you focus on the practices and values of the sponsoring ombudsman association that best meet your needs and interests. Take this opportunity to meet and network with other ombudsmen, new and experienced. Participate in group activities and discussions with leaders· in the field. Starting Out will give you the resources and skills you need for ombudsman work in the 2l 5

t century.

Presenters: Duncan Fowler, Ombudsman, /(jng County Office af Citizen Complaints Larry Hill, Professor af Political Science, University of Oklahoma Mary Rowe, Ombudsperson & Adjunct Professor, MIT linda Wilcox, Ombudsperson, Harvard Medical Area Association Leaders

Finding the Needle in the Haystack: Advanced Investigative Skills

This workshop is intended for experienced ombudsmen and investigators. We begin with a review of investigative principles, including activities before, during and after an investigation. We then move into small groups where participants will work their way through a case study. Participants will have time to share experiences informally over lunch. Following this, a panel of three seasoned ombudsmen will discuss one of our toughest challenges -how to get recommendations adopted. The workshop will end with another panel of experienced ombudsmen who will describe their most difficult investigations and lead a group discussion of the investigative issues raised in each case.

Presenters: Dean Gottehrer, International Ombudsman Consultant Greg Levine, General Counsel, Ombudsman of British Columbia Douglas Ruck, Ombudsman, Province of Nova Scotia Pat Shannahan, Arizona Ombudsman - Citizens1 Aide

9.00 am- 12.00 pm Cathedral Hill A

12.00 pm- 1.00 pm Mezzanine

12.00 pm- 1.00 pm ElDorado

1.00 pm - 4.00 pm Cathedral Hill A

1.00 pm - 5.00 pm Marina

1.00 pm - 5.00 pm Seac/iff

Panelists: Getting Recommendations Adopted: Oscar Harriott, Deputy Ombudsman for Corrections, State of Nebraska Andre Marin, Department of National Defence/Canadian Forces Ombudsman Vickie Wallen, Ombudsman, Washington State Office of the Family & Children's Ombudsman Difficult Investigations: Frances Bauer, Ombudsperson, University of Western Ontario Dean Gottehrer, former regional representative, State of Alaska Ombudsman Barbara Tomkins, Ombudsman, Province of Saskatchewan

All Things Being Unequal: Working with Power Imbalances Supervisors and subordinates, authority figures, people who control resources ~ these and any number of other factors give one party involved in a dispute a power advantage over another party. We often have to deal with power imbalances in our work, helping the less and the more powerful resolve their conflicts. The goal of this workshop is to enhance our skills in helping people in situations where real or perceived power imbalances exist. We will learn to improve our understanding of the sources of power and explore techniques to manage power differentials effectively using integrative approaches to problem solving and facilitated discussions between people with apparent power imbalances.

Presenters: Andrea Briggs, Ombudsman, University of California, Riverside Bruce MacAllister, Ombudsman, Los Alamos National Laboratory Carol Scott, Missouri State Long-Term Care Ombudsman Pat Shannahan, Arizona Ombudsman- Citizens' Aide

Workshop Registration

Lunch for participants in full-day pre-conference workshops and participants registered in both half-day workshops.

Incivility: What Does It Cost Your Organization? And How You Can Help Physical violence and sexual harassment grab the headlines, but do you and your organization understand the insidious and far more common consequences of incivility? This workshop will focus on defining uncivil behaviour, help you understand how it affects people and how you can help both individuals and your organization deal with it. Drawing on the research of experts in the field and the collective experience of participants, you will learn how to help those who feel they are targets of incivility and also help others in your organization recognize, address and minimize this growing problem.

Presenters: Tom Barnette, Regional Ombudsperson, American Express Wendy Friede, Regional Ombudsperson, American Express Sally Spilhaus, Advisor on Rights and Responsibilities, Concordia University, Montreal

USOA Public Schools Chapter Meeting

USOA Health Care Chapter Meeting

4.00 pm- 7.00 pm Mezzanine

6.00 pm - 8.00 pm Pavillion

7.00 am -8:30am Mezzanine

7.00 am- 9.00 am Mezzanine

7.00 am • 8.30 am Embarcadero

7.00 am • 8.30 am Pacific Hts/Presidio

7.00 am-8:30am

Telegraph A & B Cathedral Hill A

-- Twin Peaks Room 375 Cathedral Hill B

8.30 am - 9.00 am International/California

C:ONFIERENC:E PROGRAMME

T Wednesday, June 7

Conference Registration

Opening Reception- light hors d'oeuvres, cash bar

T Thursday, June 8

Continental Breakfast

Conference Registration

El Desayuno Special- breakfast meeting for Spanish-speaking participants

UCOA Standards of Practice Committee

USDA Chapter Meetings (All Conference Registrants Welcome)

Municipal Chapter 0~A(\ Children and Families Chapter Public Schools Chapter Corrections Chapter Health Care Chapter

Welcome and Opening Remarks

9.00 am - I 0.30 am Our Common Work: Fairness, Dignity and Human Rights International/California Keynote Speaker: Bience Gawanas, Ombudswoman of Namibia

I 0.30 am - I 1.00 am Break Mezzanine

I 1.00 am - 12.30 am PUTTING WORDS INTO ACTION: FROM THEORY TO PRACTICE

EI.Dorado .=---..1. Ombudsman Independence: Perceptions and Realities What is 11independence11? Why is it essential for ombudsmen? Why is it sometimes confused with a lack of accountability? This interactive session will include ideas on how to get your investigations done when the independence of your office is at issue. Presenters: Barbara Finlay, General Legal Counsel, Department of National Defence/Canadian Forces Ombudsman; Marshall Lux, Ombudsman, State of Nebraska

Telegraph AlB

Seac/iff/Marina

2. Fear of Violence Violence in the workplace is declining but media coverage and the fear of violence is sharply up. The unique role of the ombudsman may be useful in addressing this fear. This session includes a discussion of common myths about violent individuals, the value of a systems approach to threats and violence, and situations which justify breaking confidentiality. Presenters: Mary Rowe, Ombudsperson and Adjunct Professor, MIT: Linda Wilcox, Ombudsperson, Harvard Medical Area

3. Establishing Ombudsman Programmes in the Post~Communist and Post~ Apartheid Worlds This session will describe challenges and recent developments in new and emerging ombudsman programmes in the post-communist countries of Eastern Europe. Discussion will focus on the ombudsman as a promoter of changing attitudes. Presenters: Selby Baqwa, Public Protector, Republic of South Africa; }enD Kaltenbach, Parliamentary Commissioner for the Rights of National and Ethnic Minorities, Hungary

Pavillion / 4. Anatomy of Harassment \ 'flr This session will present a diagnostic tool which enables ombudsmen to analyze

I). /J $t:'(},~ C ' harassment, and distinguish it from behavior which is discriminatory or l-_/--L· '' exclusionary. Harassment will be discussed in the context of race, gender, culture

_ r.r.J "-' and physical appearance, and analyzed from societal and institutional culture

Twin Peaks

\._0)0J'""' perspectives. Participants will learn to help complainants understand their conflict and seek remedies that work. Presenter: Anu Rao, University Ombudsman, Princeton University

5. Starting a Restorative justice Program Participants will learn about the concept of restorative justice, understand how it can have a ripple effect and address root causes of violations. The presenters will explain how to start a restorative justice program, how the program can promote partnerships that cross hierarchical and organizational boundaries, and how to identify forces which will inhibit or enhance a program in your organization. Presenters: Thorn Aliena, Managing Partner, Innovations in justice; Tom Sebok, Ombudsman, University of Colorado, Boulder

Pacific Heights 6. Children's Rights in the Global Village This session will explain the UN Convention on the Rights of the Child and the Beijing Rules on the treatment of juvenile inmates and discuss their use in the ombudsman's work with children and youth. Presenters: Stuart Hart, Professor, Counseling and Educational Psychology and Director, Office for the Study of the Psychological Rights of the Child, School of Education, Indiana University-Purdue University at Indianapolis; Brent Parfitt, Deputy Ombudsman, Province of British Columbia

Cathedral Hill B - 7. Ethical Issues: Would Your Office Get A Passing Grade?

Cathedral Hill A

12.30 pm - 2.00 pm International/California

2.15 pm- 3.30 pm

ElDorado

Seac/iff/Marina

As ombudsmen, we often think of ourselves as having expertise in the area of ethics. But how do we deal with our own ethical dilemmas when faced with difficult issues of confidentiality and conflict of interest? This session will provide an opportunity for participants to consider and discuss various ethical issues faced by ombudsmen. Participants will review written policies and take home ideas for improving their handling of ethical issues. Presenters: john Eddings. Ombudsman, City of Detroit; Rosa Garner, Ombudsperson, University of Wisconsin Medical School; Carol Scott, Missouri State Long-Term Care Ombudsman

8. The Ombudsman With Two Hats: Balancing Dual Roles In The Corporate and University Settings The Israel Electric Corporation (IEC) has adopted a unique model, merging the roles of the Internal Auditor and the Ombudsman. Several university ombudsmen also have professorial or other responsibilities. Participants will learn how the dual role works, emphasizing procedures for handling complaints in a fair and impartial way while fulfilling another role in the organization. This session will discuss the advantages, disadvantages and ethical issues the ombudsman faces when doing two jobs. Presenters: Dov Gal-On. CPA and Ombudsman, Israel Electric Corporation; Herman "Butch" Hill, Ombudsman, Professor of Electrical Engineering and Associate Director, Cutler Scholars Program, Ohio University

Lunch Luncheon Speaker: Anita Madrid, Berkeley Pledge Coordinator, University of California, Berkeley. Diversity: Many Things To Many People

FILLING THE TOOLBOX: DEVELOPING YOUR SKILL BASE

9. Investigative Reports: Getting To The Bottom Line Writing reports is an important skill for ombudsmen. The degree to which you can effectively communicate the outcome of an investigation plays a vital role in having the parties accept and implement your recommendations: information must be accurate, logically organized, and relevant. This workshop will outline specific principles of effective written communication and cover the best procedures, approaches and techniques for developing and writing dear, well-structured and effective reports. Presenters: Fiona Crean, Executive Director, Ombudsman Ontario; Ellen Stenson, Assistant Ombudsman, Arizona Ombudsman-Citizens' Aide

I 0. Strategic Planning for Ombudsmen: Namibia, A Case Study Too many tasks to accomplish, not enough time or staff. These dilemmas confront ombudsman offices no matter what their jurisdiction or where they are located. Strategic planning gives an ombudsman the opportunity to examine strengths, weaknesses, opportunities and threats, identify strategic issues and develop a plan for success. Namibia1s Ombudsman developed a fiveMyear strategic plan with the technical assistance of Consultant Dean Gottehrer. Through a case study, this workshop will help participants recognize when strategic planning can be valuable, understand its benefits and provide the basic information needed to undertake strategic planning.

Pavillion

Telegraph AlB

Twin Peaks

Cathedral Hill A

Cathedral Hill B

Presenters: Bience Gawanas, Ombudswoman of Namibia and Dean Gottehrer, International Ombudsman Consultant

I I. Keeping Your Cool When Things Are Heating Up Ombudsman work, by its very nature, places us in situations that are heated and potentially volatile. How should we respond? Is it ever appropriate to meet anger with anger? What are effective techniques to help maintain one's cool and derive a positive benefit from an otherwise negative situation? Presenters: Michel Robichaud, Director General, Investigations Branch, Office of Commissioner for Official Languages, Canada; Douglas Ruck, Ombudsman, Province of Nova Scotia

12. Turning The Tables: Dealing With Complaints About Us How do .ombudsmen respond to complaints about themselves, their offices or their staff? This session will explore ways we can receive, investigate and resolve such complaints. Get ideas from experienced ombudsmen about how you can address complaints about your office fairly and professionally. Presenters: Maria Maya, Acting Ombudsman, State of Alaska; Lucie Lavoie, Deputy Ombudsman, Province of Quebec

13. Justice: Understanding a Fundamental Value We often say that a basic value in our work is justice, or that we are 11advocates for justice, 11 or that our goal in a dispute is justice. What does that word mean, and what do we mean when we affirm it? Fairness? Equal treatment? According to law? Discussion will explore different meanings of the term, as well as types of justice established in human experience, and will be applied to situations posed by participants. Presenter: Robert Shelton, University Ombudsman, University of Kansas

14. Effective Apologies After a hurtful or offensive incident, a sincere and effective apology can be a powerful tool for restoring trust and respect. But an ineffective apology can compound the pain of an offense. The ombudsman can play a significant role in coaching disputants to use an apology effectively. Presenters: John Barkat, Univ€rsity Ombuds, Pace University; Marsha Wagner, Ombuds Officer, Columbia University

15. Exchanging Good Ombuds Practice: What Can Universities and Corporations Tell Each Other? Global and economic pressures have made universities more client focused. In contrast with often short-term or intermittent customer relationships in business, relationships between universities and their clients are now long term, even for life. Listening to 'customers' in universities has novel and unexplored features, especially when facilitated by ombudsmen. This interactive panel session will explore practice and potential, and seek useful links that can be made with business. Presenters: Tom Bailey, Associate Vice President, Academic Affairs, Western Michigan University: Tom Barnette, Regional Ombudsperson, American Express; Linda Coughenor, Manager, Consumer Relations, SRP; Rodney Wolff, Student Ombudsman, Queensland University ofT echnology, Australia

Pacific Heights

3.30 pm - 4.00 pm Mezzanine

- 4.00 pm - 6.00 pm

Telegraph Hill A Cathedral Hill B

-cathedral Hill A

llt, -·6.15 pm- 6.45 pm t" r

16. A Delicate Relationship: Ombudsmen and Advocacy Groups This case study explores how ombudsmen can work with advocacy groups for systemic change. The California Youth Connection (CYC) will describe how it and foster youth advocacy organizations in different countries have affected child welfare systems and policies in collaboration with ombudsmen. The Ombudsman will explain how impartiality, independence and objectivity are maintained while working successfully with advocacy groups such as CYC. Presenters: Karen Grace-Kaho, California State Ombudsperson for Foster Care; Myeshia Grice, Outreach Coordinator, California Youth Connection; janet Knipe, Executive Director, California Youth Connection; Gwen Smith. Foster Care Ombudsperson, Alameda County

Break

Association Business Meetings The sponsoring associations welcome non-members to attend.

Association of Canadian College and University Ombudspersons (ACCUO) University and College Om buds Association (UCOA) United States Ombudsman Association (USOA)

Buses leave for Dinner and Charity Casino Cruise on San Francisco Bay. Reception sponsored by the Chevron Corporation.

V Friday, June 9

7.30 am- 9.00 am Breakfast of Champions -A breakfast buffet to honour the CEOs, directors and ElDorado senior administrators who have supported ombudsman programmes in their

organizations and institutions.

9.00 am - I 0.30 am Shaping The Future: Taking The Initiative In A Turbulent Environment International/California Keynote Speaker: Roberta Jamieson, Agent for Social Justice, Mediator,

Former Ombudsman of Ontario.

I 0.30 am - I 1.00 am Break Mezzanine

11.00 am- 12.30 am

ElDorado

MAKING CHANGE HAPPEN

17. Ombudsmen and ADR: Mediated Approaches To Change Ombudsmen in different sectors use alternate dispute resolution techniques, such as mediation, in different ways and to varying degrees. This session will examine novel approaches to incorporating mediation and other ADR processes to encourage change in both the public and organizational sectors. Presenters: Ann Bensinger, Ombudsman, The World Bank; Barbara Tomkins, Ombudsman, Province of Saskatchewan; Ellen Waxman, Ombudsperson & Mediation Coordinator, Stanford University

Cathedral Hill A

Telegraph AlB

Pavillion

12.30 pm - 2.00 pm

18. Technology: Its Costs, Benefits And Future What are the advantages, challenges and rewards of using technology in an ombudsman's office? How will new and changing technologies affect the service expectations of people who use and work with our offices? This session will explore those questions in the present context and looking ahead to the future. Presenters: Duncan Fowler, Ombudsman, /(jng County Office af Citizen's Complaints; Vivian Pearcy, Systems Manager, British Columbia Office of the Ombudsman

19. Using The Media To Bring About Change: Strategies And Challenges Images and the press are powerful. This session will explore factors to consider in developing a media strategy for your office. What are you trying to achieve? How do you get your message across in the most effective way? Who's your target audience? Can you get too much press coverage? How do you deal with negative coverage? Presenters: Tom DeVries, President, DeVries Media; Marshall Lux, Ombudsman/Public Council, State of Nebraska; Andre Marin, National Defence/Canadian Forces Ombudsman

20. Changing Ourselves In A Changing World This session will examine in more detail some of the themes raised in the Plenary session 11Shaping The Future11

• Roberta Jamieson and other panelists will discuss current exampLes of change occuring in our organizations and how we can provide leadership for change. Presenters: Wlbur Hicks, Director, Shell Resolve; Liz Hoffman, Ombudsperson, Ryerson Polytechnic University; Roberta jamieson, Agent for Social justice, Mediator and Former Ombudsman of Ontario; Howard Kushner, Ombudsman of British Columbia; Vickie Wollen, Director Ombudsman, Washington State Office of the Family and Children's Ombudsman

lunch International/California Round Table Discussions

2.00 pm - 3.30 pm

ElDorado

FILLING THE TOOLBOX: DEVELOPING YOUR SKILL BASE

21. Resolving Employment Conflicts: A Model For System Design, Operation and Assessment This session will discuss the implementation, ongoing experience and assessment of the Shell RESOLVE programme. Shell RESOLVE deals with a wide variety of workplace conflicts such as interpersonal disagreements between employees, performance assessment and salary disputes, and situations involving termination. The presentation will demonstrate how integration of the three key phases of the programme creates a more effective and valuable conflict management system. Presenters: Wolt Krudop, Ombuds, Shell RESOLVE. Shell Oil Company; Karl Slaikeu, President, Chorda Conflict Management. Inc.; John Zinsser, Principal, Pacifica Human Communications and Director, Conflict Management Services, Montgomery General Hospital

Seacliff/Marina

Cathedral Hill A

Cathedral Hill B

Pacific Heights

22. Taking Notable Notes Good notetaking skills are essential for ombudsmen. But what are good notes? What makes them good? How much detail do you need? What should be included and what left out? How do you learn to take the kind of notes that tell you (or anyone who needs to review your file) what you or they need to know? Whether you keep long-term files or just jot things down temporarily, this session will teach you notetaking basics for a variety of purposes. Presenters: Laura Goodman-Brown, Ombudsman, Office of Crime Victims Ombudsman, Minnesota; Leslie Townsend, Lecturer in the Humanities and Sciences, Stamford University

23. The Creative Ombudsman: Having Fun, Expanding Perspectives and Being Effective This workshop offers an opportunity to expand perspectives and creativity. We will explore how solutions, recommendations and interactions can become more creative and relevant in an effortless way. The presenters will explain how a Health Realization approach can be helpful in dealing with complex realities. Get ideas about reducing stress, eliciting well-being from ourselves and others, improving listening skills, increasing productivity, decreasing burn-out, expanding your sense of humor and enjoying your work more completely. Come prepared to have a great time! Presenters: joy Crumpton, Ombudsman, San Francisco Department of Social Services; Karen Grace-Kaho, California State Ombudsman for Foster Care, Certi(led Health Realization Trainer; Laura Novak, Corporate and Certi(led Health Realization Trainer; Gwen Smith, Foster Care Ombudsperson, Alameda County

24. Dealing With Vulnerable People: The Ombudsman's Role An ombudsman often hears concerns which seem to fall between the cracks of policy, regulations or law; an employee's behaviour frightens a co-worker, a complainant becomes increasingly unpredictable and worrisome, an administrator, feeling the stress of workplace changes, falls into a depression. Although these examples differ from our traditional work, the speakers in this session will discuss how the ombudsman is in a unique position to help protect the rights of individuals with behavioural, emotional and psychological problems. Presenters: Lucie Lavoie, Deputy Ombudsman, Province of Quebec; Beth Simpson, Director, Long Term Care Ombudsman Program, Central Missouri Agency on Aging; Todd Sloan, General Counsel and Senior Policy Advisor. Office of the Correctional

Investigator, Canada. ·1Y\j ~ Qo~ Simultaneous translation (French/English) will be available for this session. U \j Traduction simultan<\e (fran<;ais/anglais) disponible.

25. Changing Places: Perspectives on Moving Within the Ombudsman World This panel brings together several experienced ombudsmen who have moved not only to new organizations, but also to different sectors. Panelists will discuss lessons learned in the course of their transitions and draw implications about ombudsman practice in general. Presenters: Howard Gad/in, Ombudsman, National Institutes of Health; Sheila Gottehrer, Ombudsman, University of California. Santa Cruz; Wilbur Hicks, Director, Shell RESOLVE, Shell Oil Company

Telegraph AlB

Twin Peaks

Pavillion

Room 375

3.30 pm - 4.00 pm Mezzanine

4.00 pm - 6.00 pm

Cathedral Hill B

-Telegraph Hill A

26. Developing Recommendations and Getting them Adopted One important way ombudsmen work for change in their jurisdictions is by making formal and informal recommendations. This workshop will help participants learn to develop recommendations that organizations and agencies are more likely to adopt and discuss useful strategies to get your recommendations adopted. Presenters: Dean Gottehrer, International Ombudsman Consultant; Daniel jacoby, Ombudsman. Province of Quebec; Robin Matsunaga Ombudsman, State of Hawaii

27. Interviewing Skills: Avoiding Defensive Answers Interviewing provides a key source of information for ombudsmen. But, without the proper skills, interviewing can be frustrating and difficult. This workshop offers participants an opportunity to improve the efficiency and effectiveness of their investigations by learning a variety of interviewing techniques and procedures, including planning the interview and using pre-interview research, developing the interview and keeping control, dealing with difficult witnesses, improving communication skills and avoiding the creation of misperceptions and biases. Presenters: Nancy Barbee, Interim University Ombudsman, UCLA; Barry Tuckett, Ombudsman, Province of Manitoba; Tom Griffin, Ombudsman, University of Northern Illinois

211. The Ombudsman as Coach: Helping People to Help Themselves As ombudmen, we sometimes find ourselves encouraging people to change behaviour that has proven to be a problem. Often, we coach people to prepare for meetings or processes so that they handle themselves effectively. But how much do we really know about the art of coaching? Can it be learned or is it an innate skill? This session will demonstrate techniques that have worked and others that haven't. The emphasis is on making coaching a positive experience for both the coach and the other person. Presenters: Martha McKee, Ombudsperson, Stanford University School of Medicine; Ellen Waxman, Ombudsperson and Mediation Coordinator, Stanford University

29, Difficult Problems In International Workplaces. Case discussions for ombudsmen working in international settings or those interested in working overseas. This session will explore the challenges presented by different cultural and political climates and the rewards of international work. Presenters: Ann Bensinger, Ombudsman, The World Bonk; Claude Bianchi, Ombudsman, The World Bank; Mary Murphy, Ombudsperson, The International Monetary Fund

Break

Association Business Meetings The sponsoring associations welcome non-members to attend.

Canadian Ombudsman Association (COA) Simultaneous translation (French/English) will be available for this session. Traduction simultanee (fran~ais/anglais) disponible.

National Association of State Ombudsman Programs (NASOP)

n,t (· "" N\~ Cathedr~Hill A /'"The S?m~man Association (TOA) \Y _(J!'V 0 :,, -I \)1\f\.UX f 0~ 6.15 pm - 7.30 pm International Ombudsman Institute- North American Chapter Meeting.

-"' Cathedral Hill B The 101 welcomes everyone's attendance.

Evening

7.30 am - 9.00 am Mezzanine

7.30 am - 9.00 am Cathedral Hill B

7.30 am - 8.30 am Cathedral Hill A

Simultaneous translation (French/English) will be available for this session. Traduction simultanee (fran<;ais/anglais) disponible.

On your own. Optional City and Alcatraz tours may still be available. Tickets for the Saturday afternoon Walking Tour to Chinatown and the Victorian House Walk may also still be available. Check at the Registration Desk for tickets.

V Saturday, June I 0

Continental Breakfast

USOA/COA Joint Board Meeting

USOA- Informal All-Chapter Gathering (All conference registrants welcome)

8.00 am- 9.00 am Recent Legal Decisions; What They Mean To Us International/California The presenters will discuss American and Canadian court judgments that have an

impact on ombudsman work. Presenters: Howard Kushner, Ombudsman, Province of British Columbia, Donna Woo, First Assistant. State of Hawaii, Office of the Ombudsman

9.00 am : 9.15 am Announcements International/California

9.15 am - 9.45 am American Bar Association Update International/California Report of the Ombudsman Committee of the Administrative Law and Regulatory

Practice Section and the Dispute Resolution Section of the American Bar Association. This session will provide an update on the status of the resolution to define ombudsmen and their essential characteristics in the United States. Presenter:

9.45 am- 10.45 am International/California

10.45 am- 11.15 am Mezzanine

Sharan Lee Levine, Chair of the Committee and Attorney, Levine and Levine, Kalamazoo, Mf

Association and International Ombudsman Institute Updates

Break

I 1.15 am - I 1.45 am International Update International/California Presenter:

11.45 am- 12.15 am International/California

Dean Gottehrer, International Ombudsman Consultant

ReHections and Farewell