Responsibilities

• Oversee case management and provide assistance to colleagues in the designated region (or as assigned) with the intake and follow-up of cases, including the compilation of statistics and the preparation of regular bi-monthly and annual reports. Utilize OOM’s internal and independent case management practices and system.
• Research and identify systemic issues with a view to advising OOM leadership on possible preventive actions and contribute to overall feedback to be shared by OOM leadership, following OOM’s feedback practices.
• Prepare reports on trends and activities by identifying patterns or problem areas in the Organization’s policies and practices and consult with supervisor on recommendations, revisions or improvements.
• Research topics related to the Ombudsperson function such as staff regulations and rules, administrative instructions, policies, etc. In addition, prepare draft policies, administrative procedures, and other operational documents related to the Ombudsperson function.
• Conduct outreach activities such as preparing and editing texts, brochures, articles, presentations, handbooks, speeches, talking points, and other documents as requested.
• Implement training programmes in conflict prevention, dispute and conflict resolution, and other related topics aiming at creating a trusting environment in which conflict is minimized, and a respectful working environment is privileged. This includes organizing and supporting meetings and trainings to this effect. In addition, help organize meetings with other international organizations.
• Provide substantive support to the work of the OOM on issues related to equity and fair treatment, e.g., gender issues, to prevent discrimination and harassment and ensure equal treatment and the equal participation of women and men in all areas of work.
• Perform other duties as may be assigned.

Qualifications

Required Qualifications and Experience

Education

• Master’s degree in Behavioural Sciences, Conflict Resolution, Law, Social Sciences, Human Resources, or a related field from an accredited academic institution with five years of relevant professional experience; or,
• University degree in the above fields with seven years of relevant professional experience.
• Ombuds Certification is desirable.
• Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in professional conflict management practice, such as mediation, ombuds, conflict prevention and awareness in the workplace, working with people in conflict situations;
• Experience in case management, from intake to closure;
• Experience working in a multi-cultural setting and in regional contexts;
• Experience in providing and explaining information about policies and rules, and about the context of a concern;
• Experience building trust, doing outreach and providing feedback; and,
• Experience helping staff to develop options, and then assisting them to evaluate the pros and cons of all the choices for the issues at hand.

Skills

• Computer/software literate, preferably knowledgeable in Microsoft Office, Adobe Acrobat and Photoshop with experience in maintaining a website;
• Knowledge of current and emerging practices in mediation and dispute resolution, particularly in the Ombudsperson function under IOA Standards of Practice;
• Ability to keep matters strictly confidential and exercise good discretion in using information;
• Has the skill for delivering respect by affirming the feelings of each person involved in a concern, while staying explicitly neutral on the facts of a case;
• Willing to act with courage;
• Capacity to respond as quickly as possible, endeavoring to build rapport;
• Ability to master active listening;
• Capacity for earning trust, reframing issues, enlightening the context, and facts and feelings that might have been overlooked;
• Excellence in communication and a willingness to grow; and,
• Ability to offer the option of referrals to other relevant units.

• Oversee case management and provide assistance to colleagues in the designated region (or as assigned) with the intake and follow-up of cases, including the compilation of statistics and the preparation of regular bi-monthly and annual reports. Utilize OOM’s internal and independent case management practices and system.
• Research and identify systemic issues with a view to advising OOM leadership on possible preventive actions and contribute to overall feedback to be shared by OOM leadership, following OOM’s feedback practices.
• Prepare reports on trends and activities by identifying patterns or problem areas in the Organization’s policies and practices and consult with supervisor on recommendations, revisions or improvements.
• Research topics related to the Ombudsperson function such as staff regulations and rules, administrative instructions, policies, etc. In addition, prepare draft policies, administrative procedures, and other operational documents related to the Ombudsperson function.
• Conduct outreach activities such as preparing and editing texts, brochures, articles, presentations, handbooks, speeches, talking points, and other documents as requested.
• Implement training programmes in conflict prevention, dispute and conflict resolution, and other related topics aiming at creating a trusting environment in which conflict is minimized, and a respectful working environment is privileged. This includes organizing and supporting meetings and trainings to this effect. In addition, help organize meetings with other international organizations.
• Provide substantive support to the work of the OOM on issues related to equity and fair treatment, e.g., gender issues, to prevent discrimination and harassment and ensure equal treatment and the equal participation of women and men in all areas of work.
• Perform other duties as may be assigned.

• Computer/software literate, preferably knowledgeable in Microsoft Office, Adobe Acrobat and Photoshop with experience in maintaining a website;
• Knowledge of current and emerging practices in mediation and dispute resolution, particularly in the Ombudsperson function under IOA Standards of Practice;
• Ability to keep matters strictly confidential and exercise good discretion in using information;
• Has the skill for delivering respect by affirming the feelings of each person involved in a concern, while staying explicitly neutral on the facts of a case;
• Willing to act with courage;
• Capacity to respond as quickly as possible, endeavoring to build rapport;
• Ability to master active listening;
• Capacity for earning trust, reframing issues, enlightening the context, and facts and feelings that might have been overlooked;
• Excellence in communication and a willingness to grow; and,
• Ability to offer the option of referrals to other relevant units.

• Master’s degree in Behavioural Sciences, Conflict Resolution, Law, Social Sciences, Human Resources, or a related field from an accredited academic institution with five years of relevant professional experience; or,
• University degree in the above fields with seven years of relevant professional experience.
• Ombuds Certification is desirable.
• Accredited Universities are those listed in the UNESCO World Higher Education Database.
• Experience in professional conflict management practice, such as mediation, ombuds, conflict prevention and awareness in the workplace, working with people in conflict situations;
• Experience in case management, from intake to closure;
• Experience working in a multi-cultural setting and in regional contexts;
• Experience in providing and explaining information about policies and rules, and about the context of a concern;
• Experience building trust, doing outreach and providing feedback; and,
• Experience helping staff to develop options, and then assisting them to evaluate the pros and cons of all the choices for the issues at hand.