Assistant (Ombudsperson)
Organizational Context
The Office of the Ombudsperson and Mediation Services at WHO aims to foster a safe, equitable, and inclusive work environment. It contributes to organizational culture by upholding values, ethical integrity, and respect for personnel. The office achieves this through conflict prevention, informal dispute resolution, mediation, and identifying systemic issues.
Job Purpose
The Assistant (Ombudsperson) serves as the primary point of contact within the Office of the Ombudsperson and Mediation Services. This role involves providing initial support to personnel seeking assistance, managing inquiries with tact and discretion, and ensuring the efficient operation of the office. The position requires careful listening, effective communication, and the ability to triage issues appropriately, directing individuals to the correct resources or informing them of procedural deadlines. A key aspect is maintaining the core principles of confidentiality, independence, neutrality, and informality in all interactions, thereby supporting the office's mandate to promote fair and respectful workplace practices and contribute to a positive organizational culture.
Responsibilities
Serve as the initial contact, welcoming visitors and callers with tact and discretion, and gathering pertinent information. Screen inquiries, triage cases based on urgency, and redirect individuals to appropriate services or inform them of deadlines. Schedule appointments, ensuring confidentiality of office spaces. Uphold the principles of confidentiality, independence, neutrality, and informality. Prepare visitor files and research background information. Analyze issues, prepare briefing notes, and provide guidance on Staff Rules, regulations, and policies. Record and monitor case information in the database, extracting statistics for reports on trends and systemic issues. Organize meetings, seminars, and workshops, including the annual meeting of Ombudspersons. Participate in and organize UNARIO meetings. Maintain office documentation, administer surveys, and assist with presentations. Support the Ombudsperson in preparing work plans, budgets, procurement, travel, and managing office websites.
Work Experience
Essential: Minimum of 8 years of experience in administrative positions, HR, staff relations, or related support functions. Desirable: Experience in a senior administrative role within WHO or another UN organization, familiarity with WHO administrative procedures, and experience with ERP systems like Oracle.
Skills
Tact and discretion, active listening, sound judgment, triage skills, confidentiality, independence, neutrality, informality, research and analysis, briefing note preparation, guidance and advice, database management, statistics extraction, meeting organization, presentation preparation, administrative support, proficiency in standard office software (word processing, spreadsheets, databases, charting).