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The Conference Ombuds: An Independent and Confidential Resource to Raise Concerns at WEF Events

Private. Confidential. Effective.

The term “ombuds” (pronounced “ahm–buhds”) comes from a Swedish term meaning “a person who has an ear to the people.”

The Conference Ombuds is an impartial, independent, off-the-record resource available on-site at WEF Events to hear concerns confidentially. The Ombuds can assist with identifying options and resources to address conflicts or issues such as harassment, discrimination, or any violation of WEF’s Member Code of Conduct and Conference Code of Conduct. This resource is available to all attendees, staff, exhibitors, and anyone participating in a WEF Event.

A Conference Ombuds team member will be available during the following WEF Events:

  • March 23-27, 2026, at the 2026 Utility Management Conference in Charlotte, NC
  • May 10-14, 2026, at the 2026 Residuals & Biosolids and Innovations in Treatment Technology Conference in Kansas City, MO
  • July 7-11, 2026, at the 2026 Collection Systems and Stormwater Conference in Portland, OR
  • September 26-30, 2026, at the 99th Annual Technical Exhibition & Conference in New Orleans, Louisiana

Use the form below to learn more or to schedule an appointment with an ombuds team member.

Here are some Frequently Asked Questions (FAQs) about a conference ombuds function:

  1. What does a conference ombuds do?
  2. How do I contact an ombuds team member before, during, and after a WEF Evemt?
  3. What does an ombuds not do?
  4. Who can use the ombuds service?
  5. What types of concerns are brought to the ombuds?
  6. What happens when you contact an ombuds team member?
  7. What might I gain by contacting an ombuds?
  8. What authority does the ombuds have?
  9. What happens to information provided to an ombuds?
  10. How does the conference ombuds differ from Employee Relations or Human Resources professional?
  11. How does the conference ombuds differ from a lawyer?
  12. How does a conference ombuds differ from a mediator?
  13. What sort of issues and concerns come to the conference ombuds?
  14. If I have a concern on someone else’s behalf at a WEF Event may I contact the ombuds, or is this service only for people concerned about themselves?
  15. How does the ombuds remain impartial?
  16. Will an ombuds team member participate in formal meetings?
  17. How is the ombuds unique and different from other resources at WEF?
  18. Are there some things that will not be kept confidential?
  19. Will the ombuds talk to my attorney or testify for me or for the company if I choose to file a grievance or lawsuit?
  20. Can the user of the ombuds services remain anonymous?
  21. Does the conference ombuds team report to WEF on issues they dealt with at a WEF Event?
  22. What if my question is not listed here?

Resources

Ombuds Team Members

Caitlan HendricksonCaitlan Hendrickson is an ombuds with over twenty years of experience in Alternative Dispute Resolution (ADR) and over a decade of experience leading ADR offices in large multicultural organizations. With extensive experience working in a wide variety of settings – including in higher education, healthcare, court, government, and non-profit organizations – she enjoys tailoring her extensive experience and training in conflict engagement practices and human relations to the unique needs of the individuals, groups, and organizations she serves, whether they are small non-profits or large, complex institutions. Caitlan has been a member of the International Ombuds Association since 2011 and brings a background in Ombuds work that is truly multidisciplinary, bridging countless academic disciplines, healthcare, research and innovation, emergency response, and social service. She entered the Ombuds profession as a mediator and restorative justice practitioner with extensive experience working with disadvantaged and marginalized communities in the social service sector, where she specialized in multicultural inclusion and trauma-informed work. Caitlan sees conflict and other challenges as potent opportunities for learning, growth, and transformation on individual, group, and organizational/systemic levels, and enjoys the process of facilitating evolution on each level. She holds a M.Ed. in Human Relations and a graduate certificate in Educational Technology – Adult Learning & Training, and is currently completing a doctorate in leadership. As a fluent Spanish speaker, she provides Ombuds services in English and Spanish. Contact Caitlan at caitlan-ombuds@mwi.org or complete the confidential web form below.

Jai Calloway ombuds

Jai Calloway is an experienced, people‐focused ombuds with a mission to redefine how people understand and work together by harnessing the power of difference. Jai has spent over ten years working and studying conflict resolution methodology and its intersection with diversity and inclusion within organizational settings. With MWI, Jai provides ombuds services for the Cambridge Innovation Center and conference ombuds services for clients, including Colorado Parks and Wildlife and the Society for Research in Child Development. Jai previously served as corporate ombuds for Halliburton Oil Services and as an external organizational ombuds for small businesses across industries. She is an alumna of the Pepperdine Caruso School of Law – Straus Institute of Dispute Resolution. Jai was Vice‐Chair of the American Bar Association Dispute Resolution Section as well as Chair of the International Ombuds Association Diversity, Equity, Inclusion, and Belonging (DEIB) Task Force. In addition to her work as an ombuds, Jai works as an organizational development consultant, focusing on conflict resolution, employee engagement, and diversity & inclusion. Contact Jai at jai-ombuds@mwi.org or complete the confidential web form below.

Josh Hoch

Josh Hoch has been 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. Josh currently serves as an organizational ombuds for DAVIS Construction and as a conference ombuds for the Water Environment Federation (WEF). He previously served as an ombuds for CVS Health, a ski resort in Colorado, and a construction company in Boston. Josh also manages and mentors a panel of mediators for the MBTA and Boston Public Schools, providing direct mediation and oversight of conflict resolution services and training. Josh partners with organizations to design and deliver conference ombuds services, ensuring participants have an impartial and accessible resource during conferences, meetings, trade shows, and events. He is a member of the International Ombuds Association (IOA) and the East Coast Ombuds Group (ECOG). With more than 24 years of experience in conflict resolution, he helps individuals and organizations resolve conflicts and build healthier environments. Contact Josh at josh-ombuds@mwi.org or complete the confidential web form below.

Due to the confidential, impartial, informal and independent nature of the ombuds function, communication with the ombuds does not constitute formal notice to WEF.

The WEF Charter for WEF Events was established under a charter approved by the Director of Culture and Belonging. View a copy of that charter here. The charter incorporates by reference the Code of Ethics and Standards of Practice of the International Ombuds Association (IOA) and requires that WEF ombuds team members adhere to the IOA Code of Ethics and Standards of Practice. The charter, as well as the IOA Code of Ethics and Standards of Practice, contains important information about the ombuds and the manner in which the ombuds functions.

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