Ombudsman

OBJECTIVES OF THE PROGRAMME

The Office of the Ombudsman and Mediation Services contributes to developing and strengthening a workplace and culture that uphold the Values Charter of the Organization, its ethical and functional integrity, and respect for the dignity, diversity and rights of staff and other personnel. The Ombudsman plays an important role in fostering a safe, equal, and inclusive working environment free of any abusive conduct. The Ombudsman mediates and facilitates conflict resolution, related to a wide range of workforce issues and disputes that may emerge in the workplace; monitors trends in support of early detection of issues of potential significance at institutional level, and advises on appropriate remedial and preventive action; supports anticipatory action, helping individuals, managers, teams and departments limit avoidable conflict; contributes to developing and strengthening a workplace and culture that uphold the values of the Organization, its ethical and functional integrity, respect for the dignity, diversity and rights of staff and other personnel, in compliance with the Organization’s Staff Regulations, Rules and Manual provisions and the Code of Conduct for International Civil Servants.

DESCRIPTION OF DUTIES

As lead Ombudsman he/she will:

• Assist members of the workforce to address problems or grievances and informally settle disagreements relating to the terms and conditions of their employment, their working conditions and/or relations with colleagues with a view to enhancing the overall working environment.

• Assist all parties concerned to reach a fair solution through mediation, discussion and involvement of relevant parties.

• Provide information, guidance and referral to other WHO internal services as may be appropriate.

• Identify trends, issues and concerns on policies, procedures, overall performance of duties and responsibilities and work climate, without breaching confidentiality or anonymity.

• Assist the Organization and relevant formal or informal stakeholders (e.g. Staff Association, HRT, SHW, Staff Counsellor, health technical units, etc.) to find solutions and mechanisms for prevention of future problems.

• Inform and advise the Director-General at the earliest possible moment on matters that could be resolved by the Organization through corrective and preventive action as may be appropriate.

• Act as a resource and engage in workplace wellbeing initiatives, as well as other efforts related to the promotion of a harmonious and healthy working environment.

• Act as a resource for best practices in relation to the Ombudsman’s functions across the Organization and facilitate the exchange of information and experience in this respect.

• Produce an annual report to the Executive Board through PBAC on activities and the number of cases and types of issues addressed, the extent to which issues were resolved, as well as general comments on any aspects relevant to the Ombudsman’s functions.

• Maintain an active understanding of professional developments in their area of work, for example through close collaboration and engagement with the International Ombudsman Association and the annual and regular meetings of the network of ombudsmen from the United Nations and related International Organizations.

• Develop mechanisms and use IT tools to ensure regular evaluation of the impact of the Ombudsman’s office and services.

• Undertake administrative responsibility for the office of the OMB, including leading and managing the staff of his/her office and managing the resources and budget allocated to OMB.

REQUIRED QUALIFICATIONS

Education

Essential: An advanced level university degree in industrial relations, human resources management, social sciences, psychology, law, alternate dispute resolution (ADR), prevention and resolution of conflicts or another relevant field related to the functions of the position. Certification as a mediator from a recognized dispute resolution institution/organization at the national or international level.
Desirable:

Experience

Essential: At least 15 years of relevant work experience, including at least 5 years as a mediator/ombudsman/conflict resolution manager or related experience in conflict resolution and/or mediation. Management experience that demonstrates the capacity to manage projects, human and financial resources. Demonstrated experience at the international level.
Desirable: Previous experience in a multicultural, multilingual environment. At least 5 years’ experience in a field duty station (regional and/or country) within an international organization. Previous experience in government or national public institutions.

Skills

1. Is fully conversant with the rules, policies, principles and environment that define the scope and standards of his/her professional practice, e.g.;

(a) UN system, WHO structure, ethical values, staff rules and regulations, and the Code of Conduct for International Civil Servants.

(b) Conforms to the principles of practice of the International Ombudsman Association, while ensuring that the best interests of the Organization are preserved: accessibility, strong skills in upholding and demonstrating confidentiality, independence, impartiality, neutrality, reasonableness.

2. Has demonstrated experienced and mature professional judgment skills:

(a) in assessing and balancing the respective importance of administrative, personal, technical and communication aspects of a given conflict situation.

(b) in assessing practical conditions and context within which rules and principles have to be applied, e.g. dealing with confidentiality versus imminent risk of serious harm.

3. Is able to support staff and other personnel in knowing and managing themselves, in improving their communications and relations with colleagues, thus enhancing the working environment and opportunities for improved dialogue and partnerships across the Organization.

4. Demonstrates respect for and upholds the principles of diversity, equity and inclusion.

5. Has excellent communication skills and a track record of successfully engaging and supporting staff and other personnel, at all levels, and in all their diversity, including via online communication and collaboration platforms (e.g. MS Teams, Zoom).

6. Has strong skills in mediation, conflict resolution and crisis intervention.

7. Has excellent negotiation skills, and a high degree of emotional intelligence.

WHO Competencies

Teamwork
Respecting and promoting individual and cultural differences
Communication
Knowing and managing yourself
Setting an example
Creating an empowering and motivating environment

Use of Language Skills

Essential: Expert knowledge of English. Intermediate knowledge of French.
Desirable:

REMUNERATION

WHO salaries for staff in the Professional category are calculated in US dollars. The remuneration for the above position comprises an annual base salary starting at USD 103,660 (subject to mandatory deductions for pension contributions and health insurance, as applicable), a variable post adjustment, which reflects the cost of living in a particular duty station, and currently amounts to USD 7153 per month for the duty station indicated above. Other benefits include 30 days of annual leave, allowances for dependent family members, home leave, and an education grant for dependent children.

ADDITIONAL INFORMATION

• The mandate of the Ombudsman is for a maximum period of 5 years.
• This selection may be subject to special selection procedures. Further details of these procedures shall be made available upon request to Cécile Morfin, morfinc@who.int.

• Only candidates under serious consideration will be contacted.

• A written test may be used as a form of screening.

• In the event that your candidature is retained for an interview, you will be required to provide, in advance, a scanned copy of the degree(s)/diploma(s)/certificate(s) required for this position. WHO only considers higher educational qualifications obtained from an institution accredited/recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU)/United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link: http://www.whed.net/. Some professional certificates may not appear in the WHED and will require individual review.

• Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual.

• Staff members in other duty stations are encouraged to apply.

• For information on WHO’s operations please visit: http://www.who.int.

• WHO is committed to workforce diversity.

• WHO prides itself on a workforce that adheres to the highest ethical and professional standards and that is committed to put the WHO Values Charter into practice.

• WHO has zero tolerance towards sexual exploitation and abuse (SEA), sexual harassment and other types of abusive conduct (i.e., discrimination, abuse of authority and harassment). All members of the WHO workforce have a role to play in promoting a safe and respectful workplace and should report to WHO any actual or suspected cases of SEA, sexual harassment and other types of abusive conduct. To ensure that individuals with a substantiated history of SEA, sexual harassment or other types of abusive conduct are not hired by the Organization, WHO will conduct a background verification of final candidates.

• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

• WHO has a mobility policy which can be found at the following link: http://www.who.int/employment/en/. Candidates appointed to an international post with WHO are subject to mobility and may be assigned to any activity or duty station of the Organization throughout the world.

• Applications from women and from nationals of non and underrepresented Member States are particularly encouraged.