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MEETING MINUTES 

Meeting Date and Time: April 14, 2021, 1:30-3:00 pm (ET) 

Location: WebEx 

Agenda: 

1. 2021 COFO Annual Conference 

2. New ACUS Study into Externally Facing ADR 

3. Social Media Committee Update 

4. Ombuds Day Update/Reminder 

5. Next Ombuds Supporting Ombuds (OSO) Meeting 4/28/2021 

6. Announcements 

7. General Questions 

8. Discussion Topics 

Highlights: 

1. 2021 COFO Annual Conference 

a. Plan for a dual in-person and virtual conference 

b. Tentative date for conference: October 15, 2021 

c. Tentative location for conference: USPTO Campus & Virtual 

2. New ACUS Study into Externally Facing ADR 

a. Project Consultants for ACUS study were guest speakers for this discussion: Kristen 

Blankley kristen.blankley@unl.edu, Judith Starr judith@adrworkout.com, and 

Kathleen E. Claussen kclaussen@law.miami.edu

b. ACUS is undertaking this project to study how federal agencies use and might better 

use different types of alternative dispute resolution (ADR)—including conciliation, 

facilitation, factfinding, minitrials, arbitration, the use of ombuds, and especially 

mediation—to resolve agency adjudications related to their core statutory missions. 

c. The study will result in a multi-part report for the ACUS Office of the Chairman. Each 

consultant will bear primary responsibility for preparing the initial draft of one or 

more parts of a report, as assigned by ACUS’s Office of the Chairman.

d. Link to project summary: 

https://www.acus.gov/sites/default/files/documents/ADR_RFP_61920_0.pdf
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e. There are six questions/pillars the study will attempt to address: (1) The selection 

and implementation of the appropriate type of ADR and associated procedures, 

including the solicitation and use of feedback from ADR participants; (2) The 

qualifications and selection of personnel to conduct and manage ADR proceedings; 

(3) The ethics and confidentiality requirements for ADR personnel; (4) Training 

procedures for ADR personnel; (5) ADR case management practices; and (6) 

Interagency mechanisms to facilitate ADR and provide support and resources for 

agency ADR practitioners (e.g., training modules, reference guides, best practices)

f. Attendee asked if this study would gather information about the wellbeing and 

support for ADR professionals in the government

g. Support of ombuds will be considered, and wellness has a place in ethics 

h. Reflective practice information may be built into the ethics of the study

i. It was stated that the committee and team are aware of the difference between 

ombuds, mediators and how they fit together under the umbrella of ADR

j. Attempting to gain what’s under broad work of ADR and the nuances of ombuds 

work is what the study is hoping to capture

k. ACUS planned this project to study ADR and specifically external focused ADR

l. External ADR does not have as much information in public space as internal ADR

m. Mission driven was used in some of the discussion related to study 

n. It was stated that mission driven is not exclusive to external ombuds, as internal 

ombuds also have mission driven priorities 

o. Consultant team stated the wording was a snippet of the full project statement and 

not mean to be comprehensive 

p. ACUS created the study plan before the consultants were involved with this study so 

they did not have input on this wording 

q. Consultant team will make ACUS aware of concerns related to the wording of 

mission driven 

r. Employment ADR had received the most attention in studies, and this focus was 

intended by ACUS to shine a light on the external side of ADR 

s. An ombuds is completing the study survey, and the consultant group selected has 

experience in mediation, facilitation, and is educated in ADR 

t. This study and team are following the same protocols as the previous ombuds study 

u. ACUS hopes this study project will highlight best practices 

v. The report will be drafted this summer and fall, then ACUS will seek approval for the 

project during the December meeting 

w. The six questions/pillars mentioned in the discussion today are taken from the 

Request for Proposals (RFP) and may not line up directly with ombuds work 

x. RFP was developed by ACUS and is focused on all types of ADR work 

y. Diversity, Equality, and Inclusion (DEI) was not included as a pillar but will be 

considered especially when reviewing employment practices. 
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z. Best practice for ADR and Ombuds practice may differ, and the project team is 

aware there will be differences. 

aa. The academic background of the team will help distinguish the national standards of 

ombuds and of course feedback from groups like COFO 

bb. A concern was stated that the learning curve for the difference in Ombuds work and 

ADR would be difficult without a person on the team with each background and 

experience. 

cc. The project team is seeking experts at all stages of this project for knowledge of all 

areas of ADR or the ombuds profession that would support the project goals 

dd. A concern was that a working or advisory group like the 2016 ACUS study on 

ombuds in the federal government may be needed to ensure all aspects of best 

practices of this project are considered 

ee. The most numerous ombuds are in the defense department and long-term care 

ombuds, and learning about these externally facing ombuds was difficult during the 

last 2016 ACUS study related to ombuds and could be a challenge for this project 

study 

ff. This project is specific to external public facing ombuds and ADR professionals 

gg. Additional feedback is welcomed and can be given the project consultants listed 

above 

 Added topic: ABA Dispute Resolution Conference Spring Conference Topic 

o A cross-sector group is being formed to develop competency standard for a 

certification or licensing of ombuds 

o This is being stated as an educational opportunity and not just a certification 

o This effort is a cross functional effort including federal, university, financial, and 

classical ombuds 

o Contact to provide feedback is ombudsproposal@gmail.com 

o All opinions and ideas are welcome for how competency standards could be 

implemented to increase additional awareness and professional creditability 

3. Social Media Committee Update 

a. Thanks to everyone for completing the social media survey.

b. All feedback is welcomed, and we want to ensure all aspects of how social media 

could be implemented for COFO

c. Reminder that the suggested use of social media would be professional, meaning a 

chance to network with other ombuds, career development, and education

d. Any implementation of social media for COFO would be limted to the community 

with criteria for joining along with rules for how to engage the community

4. Ombuds Day Update/Reminder 
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a. Ombuds Day is October 14, 2021, and the theme will be Ombuds: Exploring options 

to resolve conflict together 

b. ABA Dispute Resolution Marketing group will be reaching out to establish ombuds 

programs in the community and to articulate the need for ombuds and education of 

other groups 

5. Next OSO Meeting 04/28/2021 

a. Next meeting of Ombuds Supporting Ombuds (OSO) will be 4/28/2021, 2-3 pm EST 

b. Please join 

6. Announcements 

a. USOA has released a Request for Proposal (RFT) for qualified entities to perform 

an organizational assessment and DEI strategy plan for USOA and other 

organizations 

b. The RFT is on the USOA website and deadline is April 30, 2021 

c. Elizabeth Hill, from the University of Colorado-Boulder Ombuds Office, and 

Teresa Ralicki, from the University of Colorado-Denver Ombuds Office, are 

putting together an “Ombuddies Ski Trip” to Breckenridge, CO from February 27-

March 5, 2022 

d. FDA, Office of Regulatory Ombuds Program released the 2020 Annual Report for 

the program: https://www.fda.gov/media/147519/download

e. Detail Opportunity at CFPB for a new Associate Ombudsman detailee to join the 

team; contact Wendy Kamenshine (wendy.kamenshine@cfpb.gov) if interested 

7. General Questions 

a. None 

8. Discussion Topics 

a. All discussion topics tabled due to time constraints. 

Attendance 04/14/2021 

Last First Agency Call-In 

Arbid Michelle FEMA 1 

Asar Sharon Consumer Financial 

Protection Bureau 

(CFPB) 

1 

Balick Howard FDA 1 

Barrar Riley CFPB 1 

Bayley Bernardo 1 

Blankley Kristen ACUS consultant 1 
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Last First Agency Call-In 

Berg Mollie DOD / National 

Geospatial-Intelligence 

Agency (NGA) 

1 

Bookstein Monique FBI 1 

Claussen Kathleen ACUS consultant 1 

Coleman Jean SBA 1 

Davenport 

Dayes 

Nathelia 

(Nicky) 

FEMA 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 

Feliciano Ramon DOD / DIA 1 

Fleming Tasha BOP 1 

Frigualt Lise Bibliothèque 

Champlain 

1 

Gnatt Sheldon NSA 1 

Gordon Laurel DOJ / U. S. Marshals 

Service (USMS) 

1 

Greene Veronica State OIG 1 

Heffernan Claire TSA 1 

Hobson Shirley VA 1 

Hopkins Emilee NGA 1 

Hurley Nathan FDA / Center for 

Tobacco Products 

1 

Jarrett Syreeta DIA 1 

Kamenshine Wendy CFPB 1 

Katherine Erica FDA 1 

Lawrence Steve DHS Office of 

Intelligence & Analysis 

1 

Lenkel Laurie FDA 1 

Levine Lisa DOJ / Executive Office 

of Immigration Review 

(EOIR) 

1 
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Last First Agency Call-In 

Maurer Bill Census 1 

McNeil Tracey SEC 1 

Megee Christine DOD Education Activity 1 

Michael David NIH 1 

Miller Carla DOJ / ATF 1 

Milner Heather CFPB 1 

Moore Sandi NRO 1 

Morey Chauncenette FBI 1 

Patel Bina USPTO 1 

Piziali Jamie EPA 1 

Reed Janay DOD / DIA 1 

Robinson Belinda FBI 1 

Rojas Nick DOD / DIA 1 

Rowe Mary Massachusetts 

Institute of Technology 

(MIT) 

1 

Skodacek Ken FDA 1 

Smith Julie Census 1 

Sotoudeh Paul USPTO 1 

Starr Judith ACUS consultant 1 

Stergio Marcus Office of Federal 

Contract Compliance 

Programs / DOL 

1 

Swann Benita FDIC 1 

Vermillion Chris TSA 1 

Whittington Fred (Whitt) DOL OIG 1 

Wolfe Lexi DOE 1 

Yuille 

Banford 

Deanna DOD / Defense Human 

Resources Activity 

1 

 Cherina 1 

 Total 58