OBJECTIVES OF THE PROGRAMME

The Ombudsman:

• Facilitates conflict resolution through informal means, including mediation, in cases related to a wide range of staff 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 preventive action, helping individuals, managers, teams and departments avoid preventable mistakes.
• Encourages dialogue and facilitates the exchange of information to improve workplace climate and a healthy work environment.
• Provides all personnel with the skills and tools to address issues and conflict in a constructive way.
• Minimizes risks and serves as an early warning system that identifies potential sources of conflict.
• Provides a safety net when formal systems fail or are perceived as inadequate.
• 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, in compliance with the Organization’s rules and regulations and the Code of Conduct for International Civil Servants.

DESCRIPTION OF DUTIES

The Regional Ombudsman shall:

1. Hear and advise staff members with problems or grievances relating to the terms and conditions of their employment, 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 Ombudsman will not have decision making authority but will advise and may make recommendations on issues involved to the parties concerned.

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 may be appropriate.

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

6. Provide upward 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 those systemic issues.

7. 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).

8. In collaboration with the Ombudsman in HQ, manage/coordinate mediations in his/her region, if required, by external service providers. The ombudsman in HQ would provide individual support by offering advice, and fostering the exchanges of practices and training.

9. Develop an annual work plan of SEA region for his/her area of work.

10. Submit to RD, in the first part of each year, a report covering his/her activities in the region. The report will provide information on the number of cases and types of issues addressed, the extent to which issues were resolved, as well as general comments on any aspect of the Organization relevant to his/her functions.

11. Maintain an active understanding of professional developments in their area of work including professional membership of the International Ombudsman Association (IOA), participating, to the extent possible, in the initiatives of the Network of Ombudsmen from the United Nations and Related International Organizations. Ensure regular evaluation of the impact of the Regional Ombudsman through surveys of the perceptions of general staff as well as visitors.

REQUIRED QUALIFICATIONS

Education

Essential: Advanced university degree or equivalent 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 in major business/corporate conflicts.

Experience

Essential: At least ten (10) years of relevant work experience, including:

(a) at least five (5) years as a mediator/ombudsman/conflict resolution manager or leader or as an expert in conflict resolution and/or in mediation management and;

(b) at least five (5) years of experience in managing projects and staff as well as in planning activities of various nature with several staff and experts involved. Experience in organizing and conducting staff training and awareness raising events in conflict resolution and mediation management.
Desirable: Previous experience of management in international, intergovernmental organization, government or national public institutions.

Skills

1. Demonstrates a full knowledge, and 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) Has knowledge of and conforms to the principles of practice of the International Ombudsman Association: accessibility, confidentiality, independence, impartiality, neutrality, reasonableness.

2. 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.

3. Leads by example towards a culture of learning based on respect. Establishes a culture of learning, encouraging through one’s own behaviours and initiatives, to keep up-to-date on trends in developments in the field.

4. 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.

5. 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.

6. Has excellent communication skills and ability to interact effectively with staff members at all levels. Instills a culture that encourages effective communication in multicultural environments.

7. 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.

WHO Competencies

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing results
• Promoting innovation and organizational learning

Use of Language Skills

Essential: Expert knowledge of English.
Desirable: Knowledge of languages of the Region will be an asset.

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 3006 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

• This vacancy notice may be used to fill other similar positions at the same grade level.

• Only candidates under serious consideration will be contacted.

• A written test and/or an asynchronous video assessment 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.

• 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. 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 reasonableaccommodation@who.int

• 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.

• Please note that WHO’s contracts are conditional on members of the workforce confirming that they are vaccinated as required by WHO before undertaking a WHO assignment, except where a medical condition does not allow such vaccination, as certified by the WHO Staff Health and Wellbeing Services (SHW). The successful candidate will be asked to provide relevant evidence related to this condition. A copy of the updated vaccination card must be shared with WHO medical service in the medical clearance process. Please note that certain countries require proof of specific vaccinations for entry or exit. For example, official proof /certification of yellow fever vaccination is required to enter many countries. Country-specific vaccine recommendations can be found on the WHO international travel and Staff Health and Wellbeing website. For vaccination-related queries please directly contact SHW directly at shws@who.int.

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

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

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