Regional Ombudsman, P5 at UN Ombudsman and Mediation Services (UNOMS)

This position heads the Regional Ombudsman’s Office in Nairobi, which is one of eight regional branches of the Office of the United Nations Ombudsman and Mediation Services (UNOMS). UNOMS was established as the informal pillar of the internal system of administration of justice to make available to staff the services of impartial and neutral persons to address work-related concerns of UN personnel. The branch in Nairobi provides informal conflict resolution services to UN personnel in the assigned area of coverage.

The Regional Ombudsman will report directly to the Chief of Office and will be under the general supervision of the United Nations Ombudsman.

Responsibilities

Within delegated authority, the Regional Ombudsman is responsible for the following duties:

• Manage and direct the work of the Regional Ombudsman's branch in Nairobi;
• Provide impartial, independent and informal conflict resolution services to resolve employment-related concerns for staff members;
• Explore with staff members their options and different avenues open to them, taking into account the interests, rights and obligations existing between the Organization and staff members;
• Facilitate conversations and conduct mediations; undertake shuttle-diplomacy and information-gathering; and provide conflict coaching.
• Engage with the relevant actors in the various UN offices and stakeholders under the coverage of the Regional Branch, as an independent neutral, to achieve solutions to work-related problems raised by staff members;
• Undertake outreach activities to raise awareness about informal conflict resolution options and deliver skill-building activities to enhance conflict competence of staff and managers;
• Identify and analyze policies, procedures and practices within the Organization that tend to cause tension or conflict and provide upward feedback to management, as appropriate;
• Maintain regular consultation with the Office of Ombudsman and Mediation Services at UN Headquarters, conferring as appropriate on sensitive cases and on systemic issues;
• Provide periodic activity reports for the Office of Ombudsman and Mediation Services, including statistics on cases, outreach and systemic observations;
• Supervise the Administrative Assistant, including performance management and development;
• Travel (including virtual missions) to UN missions to provide opportunities for individual meetings with staff and managers as well as outreach and conflict competence training;
• Contribute to Office-wide projects and initiatives, as required;
• Perform other duties, as assigned.

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 identify visitors' needs, create a safe and confidential environment, and explore possible options; is able to establish trust and maintain productive partnerships with visitors and stakeholders, respecting the principles of neutrality and confidentiality; is able to negotiate difficult situations taking into account the interests of all sides; shows respect and empathy for individuals; shows pride in work and in achievements; demonstrates 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.
• Managing performance: Delegates the appropriate responsibility, accountability and decision-making authority. Makes sure that roles, responsibilities and reporting lines are clear to each staff member. Accurately judges the amount of time and resources needed to accomplish a task and matches task to skills. Monitors progress against milestones and deadlines. Regularly discusses performance and provides feedback and coaching to staff. Encourages risk-taking and supports creativity and initiative. Actively supports the development and career aspirations of staff. Appraises performance fairly.

Education

• Advanced university degree (Master's degree or equivalent degree) in public administration, dispute resolution, human resources management, human relations, law, management, organizational development, 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.

Work Experience

• A minimum of ten years of progressively responsible experience, including at least five years at the international level in dispute resolution, human resources management, law, or related field is required.
• Experience with conflict resolution in the region is desirable.
• Experience providing informal conflict resolution services in the workplace is desirable.
• Experience working in the United Nations or other similar international organization is desirable.