Ombudsman and Mediator

Before submitting an application, UNHCR staff members intending to apply to this Job Opening are requested to consult the Recruitment and Assignments Policy (RAP, UNHCR/HCP/2017/2 and the Recruitment and Assignments Administrative Instruction (RAAI), UNHCR/AI/2017/7 OF 15 August 2017.

Ombudsman and Mediator

Organizational Setting and Work Relationships

The Office of the UNHCR Ombudsman and Mediator is one of the three pillars of the United Nations Office of the Ombudsman and Mediation Services (UNOMS).  UNOMS is responsible, as outlined in section 1 of its Terms of Reference (ST/SGB/2016/7) for the oversight of the office and to enhance the coordination among its three pillars, including through the harmonization of standards, operating guidelines, reporting categories and databases among components of each of its pillars.

The Ombudsman and Mediator is guided by operating principles outlined in section 3 of the above mentioned UNOMS terms of reference, including the principles of independence, neutrality and impartiality, confidentiality and informality. 

Within UNHCR, the Ombudsman and Mediator is a decentralised office with personnel in Geneva and Budapest headquarters as well as Regional Bureaux in Jordan and South Africa.  The Ombudsman and Mediator reports to the Deputy High Commissioner  and provides confidential, impartial, independent and informal advice and support to individual employees or groups of employees of UNHCR in the resolution of problems or conflicts arising in the workplace.  The Ombudsman and Mediator also provides UNHCR and its personnel with an option for `formal¿ mediation in the context of the UN Administration of Justice System, as outlined in Section 5 of ST/SGB/2016/7.

Through its mission, the Office supports UNHCR¿s objectives to maintain a workplace culture that is ethical and civil, and in which differences can be resolved and mutual understanding created through respectful dialogue and fair processes.  The Ombudsman and Mediator¿s Office is a key part of the organisation¿s efforts to address situations in which workplace conflict cannot be resolved locally and as they emerge, particularly in cases where work-related conflicts have become so entrenched that external intervention and mediation are necessary to reach resolution.  In other situations, the Ombudsman and Mediator¿s Office may be required to offer its expertise in support of personnel/management¿s efforts to address conflict.

The Office promotes UNHCR to be accountable to its fundamental principles and goals by working with individual and groups of personnel to facilitate fair resolution of workplace concerns, build trust and strengthen the relationship between the workforce and the organization. 

In the normal course of their work in gathering information and/or facilitating mutually acceptable solutions, the Ombudsman and Mediator engages closely with management across the organisation as well as colleagues in the Division of Human Resources, the Ethics Office, the Inspector General's Office, the Legal Affairs Service, the Staff Council, and other relevant counterparts.  Such interactions are conducted in a manner which ensures the maintenance of the Office¿s independence, neutrality and impartiality, confidentiality and informality.

In line with paragraph 2.4. of ST/SGB/2016/7, the Ombudsman and mediator shall not be eligible, following completion of their term of office as Ombudsman and Mediator, for other employment in UNHCR.  In line with this should a UNHCR staff member be selected for this position, a new Letter of Appointment will be issued for a fixed term of maximum 5 years with no possibility of renewal.  This Letter of Appointment will supersede any existing fixed term or indefinite contract held by the staff member.


All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity.


Duties
- Serves as Ombudsman and Mediator, providing alternative dispute resolution services by exploring with personnel the options and different avenues open to them taking into account the interests, rights and obligations existing between the Organization and personnel. Assisting all parties engaged in workplace conflict to reach a fair solution through alternative conflict resolution mechanism, may include providing:
Advice, guidance and conflict management coaching to assist a party in analysing problems, reframing issues, self-reflecting, developing options and evaluating appropriate courses of action;
Shuttle diplomacy (conveying messages between parties);
Mediation between individuals and/or teams in facilitating dialogues leading to resolution;
Referral to other resources where appropriate, including presenting recommendations for the resolution of the issues to those with authority to implement the required actions.
- Provides `formal¿ mediation in the context of the UN Administration of Justice System, as outlined in Section 5 of ST/SGB/2016/7
- Oversees the work of Ombudsman Office personnel and provide substantive guidance with a view to ensuring a consistent approach to alternative dispute resolution mechanisms across the organisation.
- Oversees the necessary programmatic and administrative tasks necessary for the functioning of the Ombudsman and Mediator¿s Office, including preparation of budgets and performance reporting. Determines priorities and allocates resources for timely delivery of results.
- Keeps abreast of policies, procedures and changes within UNHCR and maintains an active understanding of professional developments in the ombuds and mediation sphere through engaging with UNOMS, the networks of ombudsmen and mediators of organizations within the Chief Executives Board (CEB) and the UN and Related International Organizations (UNARIO), and the International Ombudsman Association (IOA). 
- Provides advice and guidance to UNHCR management on any matters where the views and experience of the Ombudsman and Mediator may prove useful.
- Coordinates with and supports the work of other UNHCR entities engaged in identifying, managing, and resolving workplace conflict and concerns, including through informal and formal mechanisms. 
- Contributes to UNOMS reporting and submits an annual report to the High Commissioner while also providing regular trend analysis, statistical and systemic reporting to UNHCR management.
- Undertakes any other duties relevant to the mandate. 

Minimum Qualifications

Education & Professional Work Experience
Years of Experience / Degree Level
For D1 - 17 years relevant experience with Undergraduate degree; or 16 years relevant experience with Graduate degree; or 15 years relevant experience with Doctorate degree

Field(s) of Education
Personnel Management, Law, Psychology, Social Science or other relevant field.
(Field(s) of Education marked with an asterisk* are essential)

Certificates and/or Licenses
Formal qualifications and/or certification in mediation, arbitration, and/or other forms of alternative conflict resolution or core skills of organisational ombudsman.*
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Essential
A minimum of 15 years of progressively responsible experience in international relations, intergovernmental affairs, human resources management, public administration, dispute resolution or related field.
Experience working in an international and multicultural context.
Extensive experience in mediation, arbitration, and/or other forms of alternative conflict resolution.
At least five years of experience in a management capacity in the United Nations common system, or comparable organization, is required
Desirable
Experience with, or exposure to, humanitarian or development work in the field.

Functional Skills
WB ¿ Mediation*
MG-Negotiation*
UN-UN/UNHCR Administrative Rules, Regulations and Procedures
UN-UN/UNHCR Human Resources Rules, Regulations, Policies and Procedures
HR-Human Resources Management
MG-Conflict Resolution*
EX-Experience in an international capacity
EX-Field experience
PO-Policy Development, Evaluation, Research, Publication
MG-7 years managerial experience
WB - Counselling
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For International Professional and Field Service jobs: Knowledge of English is essential. Knowledge of Arabic, Spanish and/or French is desirable.
For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.


All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.
As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. C001L4 - Accountability Level 4
C002L4 - Teamwork & Collaboration Level 4
C003L4 - Communication Level 4
C004L4 - Commitment to Continuous Learning Level 4
C005L4 - Client & Result Orientation Level 4
C006L4 - Organizational Awareness Level 4
M001L4 - Empowering and Building Trust Level 4
M002L4 - Managing Performance Level 4
M006L4 - Managing Resources Level 4
M005L4 - Leadership Level 4
M003L4 - Judgement and Decision Making Level 4
M004L4 - Strategic Planning and Vision Level 4
X004L4 - Negotiation and Conflict Resolution Level 4
X001L4 - Analytical Thinking Level 4
X009L4 - Change Capability and Adaptability Level 4

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.

Please note that the closing date for positions advertised in the Addendum 1 to  September 2021 Compendium is Tuesday 23 November 2021 (midnight Geneva time).

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