Program

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Program

Download Preliminary Program_rev Mar.14 (subject to change)

 

At-A-Glance

Monday, May 15

08:00 – 09:00      Registration and continental breakfast

09:00 – 09:15      Welcome and Opening Address – Conference Tri-chairs

Lori Ciani, Amex Bank of Canada/ Amex Canada Inc.
Thomas Irvine, (retired)
Shirley Nakata, University of British Columbia

09:15 – 10:00      Keynote

Paul Dubé, Ontario Ombudsman

Different model, same objective: How varying ombudsman models can effect positive change 

10:00 – 10:50      Concurrent Learning Sessions

Session #1How to Deliver Difficult Recommendations
Ian Darling, Ombudsperson, Office of the New Home Buyer Ombudsperson, Tarion Warranty Corporation

Session #2 Presentation of a study by ACCUO
Lucie Allaire, Ombudsman, University of Ottawa

Session #3 – Title TBC
Brigitte Goulard, Deputy Commissioner for Financial Consumer Agency of Canada (FCAC)

10:50 – 11:10      Networking Break 

11:10 – 12:00      Concurrent Learning Sessions

Session #4 – How to maintain your mental health as an ombudsman (presentation in French with simultaneous interpretation)
Marie-Claude Pelletier, President, The Levia Group
France St-Hilaire, Associate Professor, University of Sherbrooke

Session # 5 – Safe Space Policy/Social Media versus Principles of Fairness
Julie Boncompain, Associate Ombudsperson, Concordia University

Session #6 – End to End Complaints Process in Banking
Dana Di Bartolo, Ombudsman, BMO Financial Group
Sarah Bradley, Ombudsman and CEO, Banking Services and Investments (OBSI)

12:00 – 13:00      Networking Lunch

13:00 – 13:45      Keynote

Honourable Judge Mary Ellen Turpel-Lafond, Provincial Court of Saskatchewan, and former B.C. Representative for Children and Youth

14:00 – 14:50      Concurrent Learning Sessions

Session #7 – TBC

Session #8 The Restorative Practices Initiative (RPI) at the University of Alberta: Advancing Fairness and Accountability in the Graduate Student and Post-Doctoral Fellow Communities
Marc Johnson, Undergraduate Ombudsman, University of Alberta
Natalie Sharpe, Director, Office of the Student Ombuds at University of Alberta

Session #9 – Mental Health in the Workplace: What are an ombudsman’s roles? (presentation in French)
Marie-Claude Pelletier, President, The Levia Group
France St-Hilaire, Associate Professor, University of Sherbrooke

14:50 – 15:10      Networking Break 

15:10 – 16:00      Concurrent Learning Sessions

Session #10 Preventing Escalation: Dealing with Difficult Complainants
Amy Fish, Ombudsperson, Concordia University

Session #11 – Hot Topics in Higher Education from Canadian and International Ombuds
Martine Conway, Ombudsperson, University of Victoria     

Session #12 – Trends in Complaints to Ombudsmen: Analysis of Related Factors
Jean Marleau, Director, Performance Measurement, Office of the Commissioner of Official Languages
Marcel Fallu, Senior Analyst, Performance Measurement, Office of the Commissioner of Official Languages

16:30 – 18:00      FCO AGM Annual General Meeting and Election of Officers

Presentation by research grant recipient and FCO’s research partner, Marina Pavlovic (University of Ottawa) on her project Private-Sector Industry Ombuds and Access To Justice: A Case Study of the Canadian Financial, Telecommunications, and Air Travel Sectors

18:00 – 20:00      Welcome Reception

 

Tuesday, May 16

08:30 – 09:00      Continental Breakfast

09:00 – 09:45      Keynote

Madeleine Meilleur, Former MPP for Ottawa/Vanier, Minister Responsible for Francophone Affairs and Ontario Attorney General

10:00 – 10:50      Concurrent Learning Sessions

Session #13 – Core Strengths™: Create a Culture a Culture of Accountability
Madalena Coutinho, Principal Associate and Master Facilitator – Personal Strengths Canada

Session #14 Responding to risks in higher education: the Student Ombudsman as a catalyst for systemic change
Deborah Peach, Student Ombudsman, Queensland University of Technology

Session #15 – Changing Expectations on Ombuds in the Era of Mass and Social Media: Opportunities and Challenges
Charles Murray, Ombudsman New Brunswick

10:50 – 11:10      Networking Break

11:10 – 12:00      Concurrent Learning Sessions

Session #16 – Difficult or Different?: A Discussion around Relational and Equitable Fairness when Working with Clients 
Natalie Sharpe, Director, Office of the Student Ombuds at University of Alberta
Carter MacDonald, Ombudsman at Camosun College, British Columbia

Session #17 – Active Citizenship and Students’ Rights in Europe: The Growing Role of Ombudsmen
Josef Leidenfrost, Austrian Student Ombudsman

Session #18 – Promoting Fairness and Accountability in Saskatchewan’s Municipal Sector
Mary McFadyen QC, Ombudsman, Ombudsman Saskatchewan
Janet Mirwaldt, Deputy Ombudsman, Ombudsman Saskatchewan

12:15 – 13:30     Lunch and Keynote

Peter Tyndall, President of the International Ombudsman Institute (IOI)

13:30 – 14:20     Concurrent Learning Sessions

Session # 19 Untangling a Big Ball of Yarn: BC’s experience with a major investigation initiated by a legislative committee
Jay Chalke, Ombudsperson of British Columbia

Session #20 – Compassion Fatigue: The Cost of Caring
Amanda Rocheleau, Registered Social Worker & Compassion Fatigue Specialist

Session #21 Panel on alternative dispute resolution which focuses on the interest, goals and needs of the parties
Marc-André Bujold, Chief of Operations, CRC, Office of the Information Commissioner of Canada

14:20 – 15:00      Networking Break

15:00 – 16:30      Panel on Safeguarding the Independence of Canadian Institutions

Howard Sapers, Independent Advisor on Corrections Reform, former Correctional Investigator of Canada

Renu Mandhane, Chief Commissioner of the Ontario Human Rights Commission

Kevin Page, President and CEO of the Institute of Fiscal Studies and Democracy at the University of Ottawa

Lorne Sossin (moderator), Dean of Osgoode Hall Law School

16:30 – 18:00      ACCUO AGM – Annual General Meeting and Election of Officers

Dinner in small groups

 

Wednesday, May 17

08:15 – 08:45     Continental Breakfast

09:00 – 09:45      Keynote

Kevin Fenwick, Former Deputy Minister of Justice and Deputy Attorney General for Saskatchewan, Former Saskatchewan Ombudsman

10:00 – 10:50      Concurrent Learning Sessions

Session # 22 – Reaching Audiences in the Digital Age
Sharon Squire, Deputy Veterans Ombudsman, Executive Director, Office of the Veterans Ombudsman

Session # 23 Safe, Equitable, Fair, and Healthy Campuses: Are we Making Post- Secondary Institutions Accountable through Stand-Alone Sexual Violence Policies?
Natalie Sharpe, Director, Office of the Student Ombuds at University of Alberta
Carter MacDonald, Ombudsman at Camosun College, British Columbia 

Session # 24 – Title TBC
John Craig, Partner, Fasken Martineau

10:50 – 11:10      Networking Break

11:10 – 12:00      Concurrent Learning Sessions

Session # 25 – Elements of an Effective Apology
Lynne Casgrain, Complaints Commissioner/Ombudsman at the McGill University Health Centre
Rosemary Steinberg, Complaints Commissioner/Ombudsman at the Integrated Health and Social Services University Network for West-Central Montreal

Session # 26 – The Fairness Lens
Guy Parent, Veterans Ombudsman

Session #27 – Tips for Preparing For and Conducting Witness Interviews
Laura Pettigrew, General Counsel, Office of the Ombudsman of Ontario

12:00 – 12:30      Wrap-up and Lunch

 

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