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MEETING MINUTES 

Meeting Date and Time: June 9, 2021, 1:30-2:58 pm (EDT) 

Location: WebEx 

Agenda: 

1. 2021 Annual Conference Update – the COFO Annual Conference is tentatively scheduled 

for October 15th

2. Social Media Committee Update 

3. Ombuds Supporting Ombuds (OSO) Meeting – June 23rd 

4. Ombuds Day – October 14th 

5. Announcements – Training opportunities, job openings, or really any office and 

ombudsman happenings you'd like to tell the world about 

6. General Questions – Space for newer ombuds and programs (and people looking to set 

up or change programs) to ask questions and get feedback. No issue is too big or small 

so ask away! 

7. Discussion Topics 

a. Dealing with Persistent Inquirers – How do you deal with individuals who continue 

to raise issues where the ombudsman’s office can no longer assist and where the 

inquirer is also adversely affecting the operations of the ombuds resource? 

b. Security of Electronic Records – How are ombuds around the federal government 

protecting their electronic records? What methods are you using? 

Highlights: 

1. 2021 Annual Conference Update 

a. Planning to be held on October 15, 2021

b. In addition to in-person, preparing for virtual component

c. Looking for volunteers for the Conference Committee and for Conference 

Committee Chair(s) 

2. Social Media Committee Update 

a. Social Media Committee Chair Erica Katherine thanked those who commented on 

the survey

b. By end of the month, the committee plans to send recommendations to the COFO 

Executive Committee to assess what platforms may work
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3. Ombuds Supporting Ombuds (OSO) Meeting 

a. OSO meetings are led by Heather Milner

b. They are offered as a way to connect and/or let off steam

c. Next meeting is June 23, 2021, 2-3 pm EDT

4. Ombuds Day 

a. Ken Skodacek reminded COFO that Ombuds Day is October 14, 2021 

b. Theme is Exploring Opportunities to Resolve Conflict Together 

c. Need help finding speakers from organizations with externally facing programs 

5. Announcements 

a. None 

6. General Questions 

a. Questions posed via polling about whether Ombuds offices handle EEO ADR and 

whether they are required to report issues or case-related information to EEO 

offices 

b. Discussion of how ADRA impacts such requests for information 

7. Dealing with Persistent Inquirers – How do you deal with individuals who continue to 

raise issues where the ombudsman’s office can no longer assist and where the 

inquirer is also adversely affecting the operations of the ombuds resource? 

a. Guy Weber led discussion 

b. Important to be clear up front to set expectations about what we can and can’t do 

c. Stress informality and that internal Ombuds are not part of any formal process 

d. Acknowledge the difference between external and internal Ombuds 

e. An external ombuds has tried scheduling follow-ups with an inquirer who was 

advice-shopping around multiple components of the organization, which seemed a 

helpful way to acknowledge that the person was heard and built trust 

f. Think about what Ombuds can control, such as following up with visitor to check on 

how situation is going 

g. Note the amount of time visit scheduled for; some schedule for 45 minutes so it’s all 

right if it goes over to an hour 

h. Control boundaries of conversation 

i. Think of Ombuds’ resources as finite 

j. Some people who return are not ready to take the next step; ask them how they’ll 

know when they’re ready for the next step 

k. Ask them questions about what moving forward would look like 

l. People need time to tell their story; honor the story 

m. Powerful questions help visitors think about next steps 

n. Individuals need to feel like they’re received a fair process 

o. Ask ourselves: Where is the disconnect, with the Ombuds or the visitor? 
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p. Raise issue with visitor: You seem to be asking me for help. Here are the processes 

available. I’m not sure I have more to offer.

q. Some issue a signed letter indicating they don’t have more to offer 

r. Some try to keep persistent inquirers connected, as they are overwhelming other 

processes 

s. Suggestion to utilize OPM Federal Coaching Network 

t. They may be repeat visitors to fulfill their need to tell their story 

u. There are limits to Ombuds role and self-care issues: How much energy are we 

putting in? What is the goal in assisting people? 

v. A challenge is that some visitors think there is only one way to get what they need 

vs. multiple options 

w. Ask visitor: What are your expectations? How do you want to move forward?

x. Can tell people we can help them when a new issue arises 

y. Question posted about a visitor asking to be friends 

i. This could raise concerns, including perception of impartiality 

ii. Could ask visitor what they mean by friends 

iii. Could say: I can’t meet those expectations vs. I can’t be your friend

iv. Suggestion to have an office policy or standard approach so you can just 

say this is what we always do 

z. Can use the Ladder of Accountability 

aa. Idea to send the Office charter and discuss what is within the scope of how Ombuds 

might be able to help them 

bb. For data capturing, some use “ombuds ended the process” or “venting/no further 

assistance” 

cc. Suggestion to follow BIFF approach: brief, information, friendly, and firm, which 

some have used with a small number of customers who refuse to accept the final 

responses provided 

8. Security of Electronic Records Discussion 

a. Tabled
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Attendance 6/9/2021

Last First Agency CallIn 

Anderson Jeff DOE 1 

Balick Howard FDA 1 

Brown Amy FDIC 1 

Brown Andrea United States Patent and Trademark Office (USPTO) 1 

Brown Dallas DHS / National Protection and Programs Directorate 1 

Carmouche Colette TSA 1 

Coffman Cherina NGA 1 

Coleman Jean SBA 1 

Dean Karen FMCS 1 

DeBerry Marcella NSA 1 

Derrick Danielle FINRA 1 

Doyle Bill US Secret Service 1 

Enriquez Elisa Los Alamos Laboratory (DOE) 1 

Epps Ayanna FDIC 1 

Footman Aaron USPTO 1 

Frazier Veronica DOD / DIA 1 

Garmon Felisa CFPB 1 

Gordon Laurel DOJ / U. S. Marshals Service (USMS) 1 

Haley Charmion FDIC 1 

Harley Jasmine National Credit Union Administration 1 

Hartman Jessie NARA/ Office of Government Information Services (OGIS) 1 

Heffernan Claire TSA 1 

Hobson Shirley VA 1 

Hurley Nathan FDA / Center for Tobacco Products 1 

Jarrett Syreeta DIA 1 

Kamenshine Wendy CFPB 1 

Katherine Erica FDA 1 

Kinnavy Noreen Broadcasting Board of Governors 1 

Lawrence Steve DHS Office of Intelligence & Analysis 1 

Lenkel Laurie FDA 1 
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Last First Agency CallIn 

Levine Lisa DOJ / Executive Office of Immigration Review (EOIR) 1 

Marcotte Dan FDIC 1 

Maurer Bill Census 1 

McCoy Barbara HHS / CMS 1 

McGuire Carrie NARA / OGIS 1 

McNeil Tracey SEC 1 

Michael David NIH 1 

Miller Carla DOJ / ATF 1 

Milner Heather CFPB 1 

Moore Sandi NRO 1 

Patel Bina USPTO 1 

Piziali Jamie EPA 1 

Porch Susanne Commerce / National Institute of Standards and Technology (NIST) 1 

Rippy Catherine HHS / CMS 1 

Robinson Belinda FBI 1 

Roman Rafael National Ocean and Atmospheric Agency (NOAA) 1 

Semo Alina NARA 1 

Skodacek Ken FDA 1 

Smith Julie Census 1 

Sotoudeh Paul USPTO 1 

Trujillo Sarah USDA 1 

Valdez Roberta 1 

Varner Tahirih NPS 1 

Vermillion Chris TSA 1 

Villafane Jacqueline American Red Cross 1 

Voloshin Victor NIH 1 

Walker Olivia DOD / Army Medical Readiness Assistance Program 1 

Weber Guy DOD / NGA 1 

White Karen DOD / National Guard Bureau 1 

Whittington Fred (Whitt) DOL OIG 1 

Wolfe Lexi DOE 1 

Zrubek Tom DOD OIG 1 

 Total 62 
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