Monthly Virtual Coffee Chats

Monthly Virtual Coffee Chats

Mark your calendars for FCO’s monthly get together. Join fellow FCO Members and Directors the third Wednesday of each month for a virtual get together/coffee. An opportunity for Members to stay connected, share ideas and solicit feedback from colleagues on topics of concern. Register via the Members Only page.

For Members Only

January 2022

Wednesday, January 19, 2022

12:00 – 1:00 PM (ET)

Theme: Case Management

Case management is one of the most vital processes in the field of ombuds and is central to the ‘ombuds
experience’. Core ombuds services such as intake, early resolution – all the way to investigations rely on solid case management policies and practices.

Join us on our next coffee chat to discuss the challenges and opportunities associated with achieving exceptional case management in your office. Share your experiences, ideas and insights about the following:

  • Tips and tricks for good case management
  • Case management metrics and analytics
  • File escalation techniques
  • Case management training approaches and resources
  • Balancing intake and file resolution responsibilities
  • Staff supports managing challenging or complex cases
  • Supports for staff managing challenging or complex cases

Join your fellow FCO members to discuss the challenges and opportunities associated with achieving exceptional case management.

Register here for an informal discussion with your Ombudsman peers.

February 2022

Wednesday, February 16, 2022

12:00 – 1:00 PM (ET)

Theme: Dealing with Distressed Callers

People who complain to an ombuds office can be distressed, angry or upset. This may be because of the problem they are complaining about, or it may be related to other issues such as their health, family or financial circumstances.

Dealing with distressed, angry and upset people is a normal part of complaint handling, and staff should be trained to deal fairly, objectively and empathetically with all complainants.

Have you noticed an increase in distressed callers? How are you managing this challenge? How are your staff managing?

Have you built partnerships with distress centres and other support centres?

Join your fellow FCO members for a discussion about dealing with an increase in distressed callers.

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