Assistant (Ombudsperson)

DESCRIPTION OF DUTIES

• As the initial contact person, welcome visitors with tact and discretion, listen to them carefully to obtain all pertinent information related to their query.
• Ask questions and reframe as appropriate. Clarify if necessary, the role of the Office. As appropriate, use sound judgement and triage skills to decide on the urgency of cases/redirect visitors to the appropriate person/service and/or inform them of the deadlines for formal procedures.
• Screen visitors/calls with tact and discretion, schedule appointments to avoid conflicts ensure that the office spaces are appropriate with regard to confidentiality.
• Always respect the principles of the position and of the Office: confidentiality, independence, neutrality and informality as per the IOA Code of Ethics and Standards of Practice.
• Prepare files for visitors, extracting all background information from the WHO databases as appropriate.
• Research and analyze information and issues brought to the attention of the Ombudsperson, preparing briefing notes and summaries to provide them with the relevant provisions of the Staff Rules and Regulations, policies and procedures, similar cases, practice, using HR, in-house knowledge and sound judgement as appropriate. Discuss cases with the Ombudsperson at all times.
• Using utmost tact and discretion, provide guidance and advice to staff at all levels at their or the Ombudsperson's request or during the absence of the Ombudsperson (preparing briefing notes for them), contact staff who have consulted the Ombudsperson to follow up on their situation, liaise with specialists (HR, Management Officers, etc.) to obtain additional information as appropriate (with the visitor's agreement) without any breach of confidentiality.
• Record case information in the OMB case list database and monitor it, liaising as appropriate with the Ombudsperson to fill in information on the IOA categories of issues, number of visitors, from which cluster/department, outcome, etc.).
• Obtain appropriate data related to Ombudsperson visitors filing an appeal with the HBA and/or the ILO Administrative Tribunal (ILO database).
• Extract statistics at all times for the Ombudsperson and help them prepare their regular generic reports to DGO on trends/systemic issues.
• Organize meetings, lunchtime seminars, workshops, videoconferences with staff and Ombudsperson - organize the annual meeting of Ombudsperson with WHO Regional Ombudspersons, take notes and prepare reports.
• As a member of the UNARIO (Network of Ombudspersons of the UN and related International Organizations), participate in the UNARIO meetings in Geneva and play an active role in the exchanges of information within the network (sending/drafting/researching information as appropriate).
• Organize UNARIO meetings at WHO. Prepare/update forms for the office based on UNARIO recommendations (visitor contact form, case information form, datacol evaluation form, follow-up form, leaflet, etc.).
• Keep office documentation up to date. Administer datacol surveys from OMB visitors/users, using utmost care with regard to confidentiality. Assist the Ombudsperson in preparing presentations; prepare and present own presentation to introduce OMB at the Briefing for New Staff.
• Assist the Ombudsperson in preparing their annual report, compile statistics, design charts/graphs, coordinate the distribution/translation.
• Provide assistance to the Ombudsperson in the preparation of the workplan, monitoring of activities/budget, procurement (APWs, purchases), travel, act as leave administrator, manage the OMB website and the OMB sharepoint site as a source of information amongst all WHO Ombudspersons.
  

REQUIRED QUALIFICATIONS

Education

Essential: Completion of secondary school education or equivalent.
Desirable: Higher education is an advantage.

Experience

Essential: Minimum of 8 years of experience in administrative positions, HR, staff relations or related support functions.

Desirable:

• Experience in a more senior administrative position in WHO or other UN organization.
• Relevant experience of WHO administrative rules, regulations, procedures and practices, and of its structure.
• Experience in Oracle-based or other ERP systems.
  

Skills

• The work is performed in a normal office environment.
• Standard word processing and other software packages used in WHO to prepare correspondence and reports, statistics, create and maintain databases, design charts and graphs.
• Maintenance of filing systems of the Office of the Ombudsperson.
  

WHO COMPETENCIES

• Teamwork
• Respecting and promoting individual and cultural differences
• Communication
• Producing results
• Moving forward in a changing environment
  

Use of Language Skills

Essential:
Expert knowledge of English
Expert knowledge of French.

Desirable: Intermediate knowledge of another official UN language