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25 years: Setting the Standard

The Ombudsman Association Conference: 24/25 May 2018

2018 Conference - Registration has now closed

The Association’s next Conference is being held on 24/25 May 2018.

The Conference will commence at 11.00hrs on Thursday, 24 May and concludes at 14.00hrs on Friday, 25 May.

The Association’s Annual Meeting for 2018, to which all Conference delegates are also invited, will take place before the Conference on 24 May from 10.00hrs until approximately 11.00hrs.

Fringe events have been arranged by two of our members earlier that week that delegates can attend. For further information please go to the 'Fringe events' tab or click here.

Thank you to those who have already registered. A briefing email covering all conference information and hotel/dinner arrangements will be sent out to delegates at the end of next week when registration has closed.

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Conference Dinner:
Scottish National Gallery

Conference Venue:
Hilton Edinburgh Carlton Hotel

Promoting Independent Complaint Resolution
The Ombudsman Association is a professional association for ombudsman schemes and complaint handlers, their staff and others interested in the work of independent complaint resolution.

AGENDA

agenda

11:00 - 11:10

Welcome & Opening Address | Welcome & Opening Address

11:10 - 12:30

Plenary Session 1 - Barrels & Barrel-makers | Barrels and Barrel-makers

13:30 - 14:45

Workshop Session A - Adding value | Workshop Session A - Adding value

13:30 - 14:45

Workshop Session A - Caseworker Competency Framework | Workshop Session A - Caseworker Competency Framework

13:30 - 14:45

Workshop Session A - Customer centred approach | Workshop Session A - Customer centred approach

13:30 - 14:45

Workshop Session A - Proportionality in decision making | Workshop Session A - Proportionality in decision making

15:10 - 16:25

Workshop Session B - GDPR | Workshop Session B - GDPR

15:10 - 16:25

Workshop Session B - Quality Assurance | Workshop Session B - Quality Assurance

15:10 - 16:25

Workshop Session B - Service Standards Framework: measuring and reporting performance | Workshop Session B - Service Standards Framework: measuring and reporting performance

15:10 - 16:25

Workshop Session B - Supporting staff through the complaints process | Workshop Session B - Supporting staff through the complaints process

16:35 - 17:30

Plenary Session 2 - Breaking the stigma | Breaking the stigma

09:30 - 10:30

Plenary Session 3 - More than just lip service | More than just lip service

10:45 - 11:45

Workshop Session C - Caseworker Competency Framework | Workshop Session C - Caseworker Competency Framework

10:45 - 11:45

Workshop Session C - Human rights approach | Workshop Session C - Human rights approach

10:45 - 11:45

Workshop Session C - Reasonable adjustments vs Unreasonable behaviour | Workshop Session C - Reasonable adjustments vs Unreasonable behaviour

10:45 - 11:45

Workshop Session C - Rise of the robots | Workshop Session C - Rise of the robots

11:45 - 12:45

Plenary Session 4 - Speaking truth to power | Speaking truth to power

12:45 - 13:00

Closing Address | Closing Address

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SPEAKERS

Sarah Terrey

Senior Change Delivery Officer

Parliamentary & Health Service Ombudsman
Dr David Whetham

Reader in Military Ethics

King's College London
Nick Bennett

Ombudsman Association Chair

Public Services Ombudsman for Wales
Ronan O Domhnaill

Language Commissioner

An Coimisineir Teanga

2018 Conference - Registration has now closed

Sarah Terrey

Dr David Whetham

Nick Bennett

Ronan O Domhnaill