A conference ombuds is an independent, confidential resource who helps attendees, speakers, and organizers address concerns, resolve conflicts, and improve the overall event experience.
A successful conference depends on creating a safe, welcoming environment where concerns can be addressed quickly and effectively.
MWI provides conference ombuds services before, during, and after events for associations and organizations hosting conferences and meetings.
Before: Create and implement a communication and marketing plan to educate attendees about the ombuds role and how to access the service.
During: Provide a neutral, confidential space to raise concerns, explore options, and address issues in real time.
After: Follow up on concerns and deliver a summary of trends and insights while maintaining confidentiality.
Conference ombuds support attendees, staff, speakers, exhibitors, and leadership by offering a trusted, impartial resource.
FAQsSCHEDULE A PLANNING CALLWEBINARA conference ombuds is an independent, confidential resource who helps attendees, speakers, staff, and organizers address concerns, resolve conflicts, and improve the overall event experience in real time.
MWI provides conference ombuds services before, during, and after conferences to support participants, surface emerging issues, and help organizations respond effectively.
A conference ombuds serves as a confidential and impartial point of contact for attendees, staff, members, exhibitors, leadership, and sponsors. They help by:
Conference ombuds do not take sides, conduct formal investigations, or make binding decisions.
Before the conference: The ombuds works with your organization to develop an Ombuds Charter that defines the scope of services and helps create a communication plan so attendees understand the role and availability of the ombuds.
During the conference: The ombuds is available to meet with attendees and stakeholders, providing a confidential and neutral space to raise concerns and address issues in real time.
After the conference: The ombuds may follow up on unresolved concerns and provide a summary of trends and feedback, while maintaining strict confidentiality.
Ombuds also provide organizations with insights into recurring themes or concerns, helping improve future conferences while protecting the identity of individuals.
For more information, contact MWI’s Director of Ombuds, Josh Hoch, at jhoch@mwi.org or 617-895-4028, or schedule a time to speak with Josh.
Jai Calloway is a trusted conference ombuds and organizational ombudsperson known for creating safe, confidential, and inclusive spaces where attendees, volunteers, and leaders can surface concerns, navigate conflict, and fully engage in their event experience. She currently serves as Conference Ombuds for Colorado Parks and Wildlife (since 2022) and the Society for Research and Development (since 2025), and will return as Ombuds for their 2027 Biennial Meeting. In these roles, Jai partners with conference organizers to proactively support respectful conduct, address concerns in real time, and strengthen trust, belonging, and psychological safety across large, diverse gatherings.
With more than a decade of experience in conflict resolution and inclusion work, Jai brings a practical, people-centered approach grounded in impartiality, informality, and systems awareness. She previously served as an Organizational Ombuds for the Cambridge Innovation Center and as a Corporate Ombuds for Halliburton Oil Services.
Jai is an alumna of the Pepperdine Caruso School of Law’s Straus Institute for Dispute Resolution. She has held national leadership roles, including Vice-Chair of the American Bar Association Dispute Resolution Section and Chair of the International Ombuds Association’s Diversity, Equity, Inclusion, and Belonging (DEIB) Task Force. She also consults in organizational development, specializing in conflict resolution, engagement, and inclusive practices.
Josh Hoch is an experienced ombuds, mediator, and instructor with MWI since 2001. He is the Director of Ombuds & Mediation Services, overseeing MWI’s Organizational Ombuds Panel and Conference Ombuds Services. Josh is an ombuds for DAVIS Construction and partners with organizations to design and deliver conference ombuds services, ensuring participants have an impartial, accessible resource during conferences, meetings, trade shows, and events.
Contact Josh to learn more about MWI’s Conference Ombuds services. He can be reached at 617-895-4028, jhoch@mwi.org, or by scheduling a remote meeting.
Nnena Odim is an ombuds, mediator, attorney, trainer, and consultant with over 25 years of experience. She serves as a conference ombuds for clients, including the American Economic Association (AEA), American Planning Association (APA), and the Coastal and Estuarine Research Federation (CERF). She also serves as an ombuds for DAVIS Construction, the American Economic Association, and Emerson College. Nnena’s role as an ombuds and conference ombuds highlights her expertise in conflict resolution, providing support, and fostering healthy environments for professionals during large-scale events.
Her extensive mediation experience since 1997 spans a variety of disputes, including employment, housing, business, and family/domestic relations matters. Nnena has designed and led conflict management training programs for organizations, including the Boston Public Schools, Coca-Cola, and Netflix. She has been trained by the International Ombuds Association and has served as an ombuds for companies including CVS Health and John Moriarty and Associates.
Nnena recently retired from Harvard Law School, where she served as the Director and Senior Clinical Instructor of the Family/Domestic Violence Law Clinic. Nnena remains an active attorney and is committed to training future legal professionals. She has also collaborated with the Harvard Mediation Program and the Harvard Program on Negotiation, providing training and supervision to students.
Caitlan Hendrickson, a Certified Organizational Ombuds Practitioner, serves as a dedicated conference ombuds for large, complex events, helping participants feel heard, respected, and supported throughout their conference experience. She has been the Conference Ombuds for WEFTEC since 2023. She will return in 2026, providing a confidential, informal resource for attendees, volunteers, and staff navigating concerns ranging from interpersonal conflict to inclusion, conduct, and communication challenges. Her presence offers both immediate support and a proactive partner to organizers seeking to create welcoming, psychologically safe spaces for all participants.
Caitlan brings nearly two decades of experience in Alternative Dispute Resolution and more than ten years directing ADR and ombuds programs in multicultural institutions. Her approach blends restorative practices, trauma-informed care, and cross-cultural communication, enabling her to engage effectively with diverse communities and high-stakes environments. She is exceptionally skilled at meeting people where they are, listening deeply, surfacing options, and helping individuals and systems move forward constructively.
A Certified Organizational Ombuds Practitioner and member of the International Ombuds Association since 2011, Caitlan began her career as a mediator and restorative justice practitioner serving disadvantaged and marginalized communities. She holds a Master of Education in Human Relations, a graduate certificate in Adult Learning and Training, and is completing a doctorate in leadership. Fluent in Spanish, she provides services in both English and Spanish.
You may benefit from a conference ombuds if you are hosting a large or complex event, implementing a code of conduct, or want a neutral, confidential resource to support attendees and address concerns in real time.
A conference ombuds provides a confidential, neutral resource for attendees, speakers, and staff to raise concerns, explore options, and resolve issues informally during an event. Ombuds help clarify policies, improve communication, and support early resolution of conflicts.
Yes. Conference ombuds operate confidentially and do not share identifying information without permission, except in rare circumstances involving risk of serious harm. This allows participants to raise concerns safely and openly.
Organizations typically hire a conference ombuds for large or complex events, conferences with a code of conduct, or situations where a neutral and confidential resource is needed to support attendees and address concerns in real time.
A conference ombuds does not conduct formal investigations, make binding decisions, or act as an advocate for any party. Instead, they remain impartial and help individuals understand their options and navigate concerns informally.
A conference ombuds is independent and impartial, while event staff represents the organization. Ombuds provide confidential, informal support, whereas staff may be responsible for enforcing policies or handling formal reports.
The ombuds listens to the concern, helps the individual explore options, and supports them in deciding next steps. This may include coaching, providing information, or helping facilitate informal resolution.
Before It Becomes a Headline: The Strategic Role of a Conference Ombuds
What is a Conference Ombuds and Why You Need One at Your Next Event
Creating Inclusive and Welcoming Conference Environments with a Conference Ombuds
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