Ombudsperson

Position description

Org. Setting and Reporting

UNOMS was established as the informal pillar of the internal system of administration of justice to make available to employees the services of impartial and neutral persons to address work related concerns of UN employees. This position is located in the Office of the United Nations Ombudsman and Mediation Services (UNOMS). Pursuant to a Memorandum of Understanding (MOU) signed by UNOMS, the International Telecommunication Union (ITU) and the World Intellectual Property Organization (WIPO), the incumbent will provide informal conflict resolution services to ITU and WIPO, sharing equally his/her working time between the two organizations during the first year of service. The Ombudsperson reports directly to the Chief of Service and will be under the general supervision of the United Nations Ombudsman. The Ombudsperson will be based in Geneva at the Headquarters of ITU and WIPO.

Responsibilities

Under the general authority of the United Nations Ombudsman and the supervision of the Chief of Service, the Ombudsperson will be responsible for the following duties:

• Provide impartial, independent, confidential, and informal conflict resolution services to resolve employment-related concerns for ITU and WIPO personnel;
• Clarify and assist in reframing issues, provide guidance on the interpretation of the ITU and WIPO policies and procedures and explore with ITU and WIPO personnel their options and different avenues open to them, taking into account the interests, rights and obligations existing between organizations in which the Ombudsperson operates and their personnel;
• Guide or coach individuals to deal directly with other parties, helping them to improve their skill and confidence in giving voice to their concerns, consult managers to develop cooperative strategies, facilitate conversations and/or group meetings; undertake mediation and/or shuttle-diplomacy to facilitate communication among parties in conflict, as well as information-gathering;
• Engage with the relevant actors and stakeholders at ITU and WIPO, in an independent and neutral manner, to achieve solutions to work-related issues raised by personnel;
• Undertake outreach activities (including developing education and communication tools and conducting information sessions) among ITU and WIPO personnel to raise awareness about informal conflict resolution options and deliver skill-building activities to enhance conflict competence of ITU and WIPO and promote a harmonious and engaging workplace;
• Identify and analyze policies, procedures and practices within the ITU and WIPO that tend to cause tension or conflict and provide upward feedback to management, as appropriate;
• Provide regular feedback to the executive heads of ITU and WIPO, as well as relevant stakeholders within the two entities, including statistics on cases, outreach, and systemic recommendations;
• Provide periodic activity reports to the Office of the Ombudsman and Mediation Services including statistics on cases, outreach, and systemic observations;
• Maintain close contact with the ombudspersons and mediators serving in other agencies in the United Nations System, identify training and share good practices, and participate in the development of standards and policies.

Competencies

• Professionalism: Demonstrates ability to outline options on how to navigate the handling of a broad range of work-related concerns; shows knowledge of third-party neutral conflict resolution and mediation principles; demonstrates ability to create a safe and confidential environment; professional competence and mastery of subject matter. Is conscientious and efficient in meeting commitments, observing deadlines and achieving results. Is motivated by professional rather than personal concerns. Shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Provides leadership and takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work; demonstrates knowledge of strategies and commitment to the goal of gender balance in staffing;
• Communication: Speaks and writes clearly and effectively. Listens to others, correctly interprets messages from others and responds appropriately. Asks questions to clarify and exhibits interest in having two-way communication. Tailors language, tone, style and format to match the audience. Demonstrates openness in sharing information and keeping people informed;
• Client orientation: Considers all those to whom services are provided to be “clients” and seeks to see things from clients’ point of view. Establishes and maintains productive partnerships with clients by gaining their trust and respect. Identifies clients’ needs and matches them to appropriate solutions. Monitors ongoing developments inside and outside the clients’ environment to keep informed and anticipate problems. Keeps clients informed of progress or setbacks in projects. Meets timeline for delivery of products or services to client;
• Judgement/decision making: Identifies the key issues in a complex situation and comes to the heart of the problem quickly. Gathers relevant information before making a decision. Considers positive and negative impacts of decisions prior to making them. Takes decisions with an eye to the impact on others and on the Organization. Proposes a course of action or makes a recommendation based on all available information. Checks assumptions against facts. Determines that the actions proposed will satisfy the expressed and underlying needs for the decision. Makes tough decisions when necessary.

Education

• Advanced university degree (Master’s degree or equivalent degree) in social sciences, public administration, dispute resolution, law, management, counseling or other related area is required;
• A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree in the specified fields of studies.

Job – Specific Qualification

• A combination of mediation training, conflict coaching training and ombudsman training is required.

Work Experience

• A minimum of 10 years of progressively responsible experience, including at least five years at the international level in dispute resolution, law, or related field is required;
• Experience providing informal conflict resolution services in the workplace is desirable;
• Experience working in an international organization setting is desirable.

Languages

• English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in both English and French is required. Knowledge of another official United Nations language is an advantage.

Application instructions

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