Intake Officer (Office of the Ombudsperson)

Position Title: Intake Officer (Office of the Ombudsperson)

Duty Station: Geneva, Switzerland

Classification: Professional Staff, Grade P3

Type of Appointment: Fixed term, one year with possibility of extension

Estimated Start Date: As soon as possible

Closing Date: 05 December 2024

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive work environment. Read more about diversity and inclusion at IOM at www.iom.int/diversity.

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process.

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following non-represented member states:

Antigua and Barbuda; Barbados; Comoros; Congo (the); Cook Islands; Guinea-Bissau; Holy See; Iceland; Kiribati; Lao People’s Democratic Republic (the); Madagascar; Marshall Islands; Micronesia (Federated States of); Namibia; Nauru; Palau; Saint Kitts and Nevis; Saint Lucia; Samoa; Sao Tome and Principe; Solomon Islands; Suriname; The Bahamas; Tonga; Tuvalu; Vanuatu

Second tier candidates include:

All external candidates, except candidates from non-represented member states.

Context:

The Office of the Ombudsperson and Mediation Services (OOM) serves as an independent function to address employment related problems of staff members. It operates in accordance with the standards of practice and code of ethics of the International Ombudsman Association: “independence, neutrality, and impartiality, confidentiality and informality.” The role of the Ombudsperson is to mediate in conflicts of any nature related to conditions of employment, administration of benefits, managerial practices as well as professional and staff relations matters. As a dispute resolution practitioner, the Ombudsperson provides assistance in the informal resolution of conflicts and other issues and monitors trends and emerging issues. The Ombudsperson office acts as an Alternative Dispute Resolution (ADR) resource for staff members who may also wish assistance with respectful workplace environment issues. The purpose of the Ombudsperson function is to be a mechanism that helps IOM staff to be treated fairly, advocating civility and mutual respect as the most appropriate avenue to successful problem-solving preventing conflict from escalating and improving staff productivity and morale.

Under the direct supervision of the Ombudsperson, the Intake Officer (Office of the Ombudsperson) will be responsible for the following duties:

Core Functions / Responsibilities:

1. Efficiently plan, organize, and coordinate the informal intake process in a timely and effectivemanner. Manage software and applications related to the intake process and support the Ombudsperson and other colleagues with issues related to case management, as required.
2. Work with the OOM Team of practitioners to facilitate case management and the use of casemanagement tools.
3. Contribute to the informal resources available to all IOM staff worldwide by ensuring thatpersonnel have easy,early and broad access to the IOM’s informal complaint mechanism, in line with OOM’s principle of “Zero Barriers” and in parallel with IOM’s strategy towards regional access to support.
4. Regularly communicate and coordinate with the Conflict Resolution Officers (CRO), RWFP Coordinator, Deputy Ombudsperson and Ombudsperson to prepare and analyze statistical data related to the informal intake and caseload to support OOM’s work related to trends, systemic issues and recommendations.
5. Conduct quality assurance of written works related to OOM’s intake and caseload. Ensure coherent office communications, and draft high quality reports and other documentations with a special focus on presentation and visualization of aggregate data.
6. Regularly appraise the progress of the informal intake process and contribute to the development of OOM’s procedural framework and good practices learned from the informal intake process and from coordination with colleagues working with case management.
7. Contribute to the development of outreach and awareness raising material and activities, inline with an informal first approach, and coordinate implementation with the regional Conflict Resolution Officers and the Respectful Workplace Coordinator for further dissemination through the Respectful Workplace Focal Point (RWFP) Network.
8. Work collaboratively with colleagues and stakeholders to achieve OOM’s goals in accordance with OOM’s strategic plan, the Ombudsperson Policy, and the Charter of the Office.
9. Research on topics related to the Ombudsperson function such as staff regulations and rules,administrative instructions, etc.
10. Perform other duties as may be as assigned.

Required Qualifications and Experience:

Education

• Master’s degree in Behavioural Sciences, Conflict Resolution, Statistics, Law, Social Sciences or Human Resources or a related field from an accredited academic institution with five years of relevant professional experience; or,
• University degree in the above fields with seven years of relevant professional experience.

Experience

• Experience in statistical and case management software;
• Experience in visualization, communication and presentation of data;
• Experience in report drafting and managing deadlines;
• Experience collaborating in a team environment;
• Experience in project management and coordination, including administration, logistics,procurement, and finance;
• Experience in developing outreach and awareness raising material and activities;
• Experience working in a multi-cultural setting;
• Experience in providing and explaining information about policies and rules, and about the context of a concern;
• Experience in research related to international administrative rules and regulations, particularlywithin international organizations; and,
• Computer/software literate, preferably knowledgeable in Microsoft Office, Adobe Acrobat andPhotoshop with experience in maintaining a website.

Skills

• Knowledge of case management tools and complex data analysis;
• Strong report drafting skills;
• Knowledge of current and emerging practices in alternative dispute resolution, including the Ombudsperson function;
• Ability to keep matters strictly confidential and exercise good discretion in using information;
• Has the skill for delivering respect by affirming the feelings of each person involved in a concern, while staying explicitly neutral on the facts of a case;
• Effective communicator and enthusiasm for teamwork;
• Capacity to respond as quickly as possible endeavoring to build rapport;
• Ability to master active listening and coaching techniques;
• Capacity for reframing issues, enlightening the context, and facts and feelings, that might havebeen overlooked; and,
• Ability to offer the option of referrals to other relevant units.

Languages

IOM’s official languages are English, French, and Spanish. All staff members are required to be fluent in one of the three languages.

For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Notes

Accredited Universities are the ones listed in the UNESCO World Higher Education Database (https://whed.net/home.php).

Required Competencies:

Values – all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

IOM’s competency framework can be found at this link.

https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.pdf

Competencies will be assessed during a competency-based interview.

Other:

Internationally recruited professional staff are required to be mobile.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and background verification and security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.