Ombudsperson – P5  

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OBJECTIVES OF THE PROGRAMME

The Division of the Regional Director (RDD) provides the visionary leadership and, together with BOS, supports the Country Offices and all the other Divisions in the efficient delivery of the EPW through agile transformation and implementing WHO Value Charter. RDD has the overall responsibility for the planning, execution and evaluation of WHO programmes at the regional and country levels and in strengthening the alignment and joint work across the three levels of the organization. It is the safeguard of the WHO Values Charter. It encompasses the enabling functions of resource mobilization and alliances, external relations and communications, and support to governing bodies of the European Region, in addition to organization development, staff development and learning, and transformation. It also specifically includes the representative function of WHO with the institutions of the European Union., the EURO Ombudsperson who reports directly and independently to the Regional Director, and the committee on staff health and wellbeing.

Within his/her region, the Regional Ombudsperson:

1. Mediates and facilitates conflict resolution related to a wide range of staff issues and disputes that may emerge in the workplace.

2. Monitors trends in support of early detection of issues of potential significance at institutional level, and advises on appropriate remedial and preventive action.

3. Supports preventive action, helping; individuals, managers, teams and divisions, avoid preventable workplace issues or disputes.

4. Encourages psychological safety, permanent dialogue and facilitates the exchange of information across the Organization to improve workplace climate and a healthy work environment.

5. Provides personnel with the skills and tools to address issues and conflict in a psychologically safe and constructive way.

6. Minimizes risks and serves as an early warning system that identifies potential sources of conflict.

7. Provides a safety net when formal systems fail or are perceived as inadequate.

8. Contributes to developing and strengthening a psychologically safe workplace and culture that uphold the values of the Organization, its ethical and functional integrity, respect for the dignity, diversity and rights of staff members, in compliance with the Organization’s rules and regulations and the Code of Conduct for International Civil Servants.

DESCRIPTION OF DUTIES

The Regional Ombudsperson is an independent and neutral interlocutor who provides confidential impartial assistance to staff to resolve work-related concerns. The Regional Ombudsperson will provide informal resolution services, which may include mediation, to all staff across his/her respective region. In accordance with international professional standards, the work of the Regional Ombudsperson shall be based on the principles of independence, confidentiality, neutrality and informality, as defined by the United Nations Network of Ombudsmen Offices and the the Standards of Practice of the International Ombudsman Association (IOA). It is the right of all staff members, regardless of the type or duration of their appointment, to consult the Regional Ombudsperson; no permission or justification is required.

Key duties:

1. Hear and advise staff members on work-related concerns which they consider to be in non-observance of the terms of their appointments, their working conditions and/or their relations with colleagues, supervisors or supervisees, with a view to enhancing the overall working environment.

2. Assist all parties concerned to reach a fair solution through fact-finding, mediation, discussion and involvement of all parties; the Regional Ombudsperson does not have decision-making authority but will advise and make recommendations on issues involved.

3. Intervene where he/she deems necessary, ensuring that all reasonable steps have been taken through normal channels for due process, justice and fairness to prevail.

4. Provide information, guidance and referral as appropriate.

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

6. Provide feedback by advising the Regional-Director and/or other stakeholders in the region on corrective and preventive action as may be appropriate, in particular as regards systemic issues.

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

8. Maintain an active understanding of professional developments in their area of work by continuing professional membership of the International Ombudsman Association (IOA) and participating in the annual and regular meetings of the United Nations Network of Ombudsmen and other relevant networks such as from the United Nations and Related International Organizations Network of Ombudsmen (UNARIO).

9. Ensure regular evaluation of the impact of OMB through surveys of the perceptions of staff members as well as visitors.

10. Develop an annual work plan which is aligned with the objectives of OMB and the concerns of the main stakeholders.

11. Provide advice on the Organization’s formal dispute resolution mechanisms, including to the relevant formal or informal stakeholders, on the formulation of solutions and mechanisms for dispute resolution and relevant preventive measures, including mediation, counselling and relevant learning and development activities (e.g. training).

12. Contribute to the advancement of a psychologically safe and more respectful workplace.

REQUIRED QUALIFICATIONS

Education

Essential: Advanced university degree (Master’s degree) in public health, management, administration, social science, law, organizational development or related area.
Desirable: Accreditation as a Certified Organizational Ombudsman Practitioner (CO-OP) by the International Ombudsman Association (IOA). Accreditation as a certified mediator. Training and/or equivalent experience in the area of alternative dispute resolution or mediation. Training and/or equivalent experience in the area of Psychological Safety

Experience

Essential: At least 10 years of relevant work experience, including: at least 5 years as a mediator/ombudsman/conflict resolution manager or leader or as an expert in conflict resolution and/or in mediation management. At least 5 years’ experience in managing projects and staff, including planning different types of activities with several staff and experts involved. Experience in organizing and conducting staff training and awareness-raising events in conflict resolution and/or mediation management.
Desirable: Managerial experience in international, intergovernmental organization, government or national public institutions. Previous experience as trainer on Psychological Safety, Emotional intelligence or related matters.

Skills

• Demonstrates a full commitment to the mission and values of the Organization by aligning the area of work with the strategic direction of the Organization.

• Is fully conversant with and behaves consistently in accordance with the rules, principles and environment that define the scope and standards of his/her professional practice, e.g.(a) UN system, WHO structure, ethical values, administrative rules and regulations, and the Code of Conduct for International Civil Servants.(b) Conforms to the principles of practice of the International Ombudsman Association: accessibility, confidentiality, independence, impartiality, neutrality, reasonableness.

• Has demonstrated experienced and mature professional judgment:(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.

• Leads by example towards a culture of learning based on respect.

• Establishes a culture of learning, encouraging through one’s own behaviors and initiatives, to keep up to date on trends in developments in the field.

• Has excellent leadership and managerial skills and a strong understanding of management practices and the functioning of a major international organization.

• Displays, through leadership and decisions, understanding of political systems and underlying drivers.

• Is able to support staff in knowing and managing themselves, their communication and relations with colleagues better, thus enhancing the working environment and opportunities for improved dialogue and partnerships across the Organization.

• Has excellent communication skills and ability to interact effectively with staff members at all levels.

• Instils a culture that encourages psychologically safe and effective communication in multicultural environments.

• Has experience in the application of principles and techniques of conflict management and resolution in the workplace, alternative dispute resolution, counselling, coaching and cross-cultural awareness.

• Practical knowledge of organizational development and disciplines related to general management, strategic planning, organizational change, and human resource management.

• Has experience in negotiation, high level intervention, and extensive organizational development.

• Ability to make concise oral presentations, write analytical reports based on objective facts, ability to act tactfully and demonstrate good judgment in sensitive situations, courteous style and sensitivity to confidential information.

• Demonstrated communication skills to lead meetings and training with staff at all levels.

• Excellent knowledge of UN management principles and goals.

• Good knowledge of communication and IT/web-based tools features (web system, database management, SharePoint, etc.) that can be beneficial for expanding OMB staff communication and access and reach or maximize existing services

WHO Competencies

1. Teamwork

2. Respecting and promoting individual and cultural differences

3. Communication

4. Producing results

5. Promoting innovation and organizational learning

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Intermediate knowledge of French, Russian, German.

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 92,731 (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 6221 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.
• 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.
• According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Due regard will be paid to the importance of recruiting the staff on as wide a geographical basis as possible.
• 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.
• The WHO is committed to creating a diverse and inclusive environment of mutual respect. The WHO recruits and employs staff regardless of disability status, sex, gender identity, sexual orientation, language, race, marital status, religious, cultural, ethnic and socio-economic backgrounds, or any other personal characteristics.
• The WHO is committed to achieving gender parity and geographical diversity in its staff. Women, persons with disabilities, and nationals of unrepresented and underrepresented Member States (https://www.who.int/careers/diversity-equity-and-inclusion) are strongly encouraged to apply for WHO jobs.
• Persons with disabilities can request reasonable accommodations to enable participation in the recruitment process. Requests for reasonable accommodation should be sent through an email to [email protected]
• An impeccable record for integrity and professional ethical standards is essential. 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.
• Mobility is a condition of international professional employment with WHO and an underlying premise of the international civil service. 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.
• WHO also offers wide range of benefits to staff, including parental leave and attractive flexible work arrangements to help promote a healthy work-life balance and to allow all staff members to express and develop their talents fully.
• The statutory retirement age for staff appointments is 65 years. For external applicants, only those who are expected to complete the term of appointment will normally be considered.
• WHO has a smoke-free environment and does not recruit smokers or users of any form of tobacco.

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