Assistant (Ombudsperson)

The Assistant (Ombudsperson) supports the Office of the Ombudsperson and Mediation Services in fostering a safe, equitable and inclusive work environment through conflict prevention, informal dispute resolution, mediation, and promotion of fair workplace practices. The role involves welcoming visitors, managing confidential information, preparing briefing notes, organizing meetings, and assisting with administrative and reporting tasks.

Responsibilities

• Welcome visitors with tact and discretion, listen carefully to obtain pertinent information related to their query.
• Ask questions and reframe as appropriate, clarify the role of the Office, triage cases and redirect visitors as needed.
• Screen visitors/calls, schedule appointments to avoid conflicts, ensure confidentiality of office spaces.
• Respect principles of confidentiality, independence, neutrality and informality as per IOA Code of Ethics and Standards of Practice.
• Prepare files for visitors, extracting background information from WHO databases.
• Research and analyze information and issues, prepare briefing notes and summaries for the Ombudsperson.
• Provide guidance and advice to staff at all levels at their or the Ombudsperson's request or during absence of the Ombudsperson.
• Record case information in the OMB case list database and monitor it, liaise with the Ombudsperson to fill in information on cases.
• Obtain data related to Ombudsperson visitors filing appeals with HBA and/or ILO Administrative Tribunal.
• Extract statistics for the Ombudsperson and help prepare regular reports to DGO on trends and systemic issues.
• Organize meetings, seminars, workshops, videoconferences, and the annual meeting of Ombudsperson with WHO Regional Ombudspersons, take notes and prepare reports.
• Participate in UNARIO meetings in Geneva and play an active role in information exchange within the network.
• Organize UNARIO meetings at WHO and prepare/update office forms based on UNARIO recommendations.
• Keep office documentation up to date and administer datacol surveys from OMB visitors/users with confidentiality.
• Assist the Ombudsperson in preparing presentations and present own presentation at Briefing for New Staff.
• Assist in preparing the annual report, compile statistics, design charts/graphs, coordinate distribution and translation.
• Provide assistance in preparing the workplan, monitoring activities/budget, procurement, travel, leave administration, and manage the OMB website and sharepoint site.

Requirements

• Completion of secondary school education or equivalent.
• Higher education is an advantage.
• Minimum of 8 years of experience in administrative positions, HR, staff relations or related support functions.
• Experience in a more senior administrative position in WHO or other UN organization is desirable.
• Relevant experience of WHO administrative rules, regulations, procedures and practices, and of its structure is desirable.
• Experience in Oracle-based or other ERP systems is desirable.
• Expert knowledge of English.
• Expert knowledge of French.
• Intermediate knowledge of another official UN language is desirable.
• 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.

Skills

• Administrative Support
• Human Resources Management
• Staff Relations
• UN Administrative Rules
• UN Administrative Procedures
• Oracle ERP
• ERP Systems
• Report Writing
• Data Management
• Conflict Prevention
• Dispute Settlement
• Mediation
• Workplace Practices
• Filing System Management
• Meeting Organization
• Briefing Note Preparation
• Word Processing
• Statistical Reporting
• Database Management
• Chart and Graph Design

Languages

English, French