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Vacancy Notice No: PAHO/12/FT410
Title: Ombudsperson
Grade: P5
Contract type: Fixed-term Appointment
Duration of contract:  Two years, first year probationary period (part-time position)*
Date: 19 October 2012
Application Deadline: 16 November 2012 Vacancy Filled
Duty Station:  Washington, D.C., United States of America
Organization unit: AM Americas (AM) /
AMRO Americas Regional Office (AM/RGO)
Ombudsperson Office (OMB)
The mission of the Ombudsperson is to help personnel address workplace issues in a safe, supportive and confidential setting. Four cornerstones support the Ombudsperson's work - Confidentiality, Neutrality, Independence and Informality. This office is an advocate for important institutional values and principles (justice, civility, respect, integrity) and for fair processes.
Description of duties:
The Office of the Ombudsperson is functionally independent; the incumbent receives administrative supervision of the Deputy Director (DD). Acting independently and impartially, and respecting confidentiality, the Ombudsperson will be responsible for, but not limited to, the following assigned duties:
a) Provide managers and employees with an independent, informal, voluntary and confidential process to hear and facilitate the resolution of complaints or conflicts in the workplace;
b) Provide neutral and confidential assistance to the Organization's personnel in order to protect them against unjust treatments and resolve conflicts; advocate for fairness, source of support and information and serve as liaison between conflicting parties;
c) Provide impartial and confidential consultation to personnel both in Headquarters and Country Offices; provide assistance to inquirers by clarifying issues and generating options for resolution; facilitate the inquirer's assessment of the pros and cons of possible options;
d) Collaborate with the parties to reach a fair solution through fact-finding, mediation and discussion, in cases of conflict or disagreement; serve as a communication conduit between the parties; consult with managers to develop cooperative strategies for complaint resolution; consult with all parties to clarify and analyze problems, focus discussions, and from a neutral perspective, develop a mutually-satisfactory process for resolution;
e) Create workplace well-being by promoting cross-cultural awareness and fostering values, ethical behavior, fairness, equity, respect and good governance throughout the Organization;
f) Review periodically the patterns of grievances; make appropriate recommendations for policies or practices that would reduce or eliminate recurring grievances; provide early warning of new areas of organizational concern, upward feedback, critical analysis of systemic need for improvement;
g) Act as a resource for best practices in relation to the Ombudsperson function across the Organization and facilitate the exchange of information and experience in this respect; collaborate in the design of training programs for managers and employees in dispute/conflict resolution, negotiation skills and theory, civility, and related topics;
h) Advise the Executive Management and Staff Association on issues and trends affecting staff;
i) Prepare an annual report on the activities of the office of Ombudsperson, while maintaining confidentiality of communications, use anonymous aggregate data to present trends in the reporting of grievances and concerns, identifies patterns or problem areas in organizational policies and practices; outline organizational issues that need to be considered by the Organization;
j) Prepare reports for the Organization Governing Bodies and the Pan American Sanitary Bureau Executive Management;
k) Serve as member of the Organization's Integrity and Conflict Management System (ICMS);
l) Support the preparation and execution of the Biennial Workplan; develop, define and establish the objectives, strategy, plan and budget of the Team; accountable of the products and services of his/her project;
m) Promote a culture of ethical behavior and integrity in accordance with the Organization's Code of Ethical Principles and Conduct in order to ensure a culture of respect, responsibility, accountability, and compliance.
n) Perform other related duties.
Essential: A bachelor's and a master's degree in a social science, human resources, psychology, or a related discipline.

Desirable: Formal certified training in conflict resolution, arbitration, mediation and/or counseling would be an added advantage.
Key Behavioral Competencies:
-- Intrainstitutional Action: Displays, through leadership and decisions, understanding of the political systems and underlying drivers. Plans and evaluates both unit and individual results to achieve the PAHO's mission. Requires that projects be grounded in scientific evidence and that they be consistent with PAHO's vision, mission and values, and appropriate for the setting in which they will be carried out. Demonstrates a full commitment to the mission and values of the Organization by aligning the area of work with the strategic direction of the Organization. Behaves consistently in accordance with the Code of Ethics of the Organization.
-- Analysis, Synthesis and Forecasting: Leads by example towards a culture of decision-making based on objective analysis of situational evidence and the application of previously acquired knowledge. Provides oversight in the verification process that targets how area of work takes action in situations that will require future intervention, based on ongoing analysis. Presents solutions evaluating the advantages and disadvantages of each option. Is capable of anticipating the implications of analyze situations for two years or more.
-- Communication: Instills a culture that encourages effective communication in multicultural environments. Models effective dialogue that seeks all opportunities of conversation with key players by displaying or underlying drivers.
-- Teamwork: Embraces and leads consensual decision-making, that is, leading the fulfillment of team decisions, even when they may not fully coincide with one's own opinions or proposals. Knows how to manage difficult team situations and promotes consensus building.
-- Service Orientation: Creates, maintains and encourages a client orientated culture. Seeks information about the real, underlying needs of the client, beyond those expressed initially. Looks for long-term relationships with the client.
-- Information Management: Processes and analyzes the data objectively, presenting it clearly and equitably. Leads the effort to acquire relevant and selected information that facilitates the achievement of organizational results. Evaluates/leads the evaluation of information systems on the basis of its advantages/disadvantages for processing information relevant to the area of work.
-- Continuous Learning: Establishes a culture of learning, encouraging--through one's own behavior--initiative to keep up-to-date on trends in knowledge in the area of work. Strategically adapts or develops constant world class best practices with the purpose of creating a significant difference in the organization and in his/her area of work. Significant contribution to efficiency.

Technical Expertise:
-- Technical: Extensive progressive expertise at a senior decision-making level, in specialized functions related to the application of principles, models, practices and techniques of conflict management and resolution in the workplace, alternative dispute resolution, counseling, cross cultural awareness, change management, values and ethics. Practical knowledge of organizational development and disciplines related to general management, strategic planning, organizational change, and human resource management.
-- Managerial: Extensive experience in senior and progressively responsible positions in management of public or private organizations with a substantial administrative element and requiring sensitive negotiations, high level intervention, and extensive organizational development. Demonstrated ability to bring leadership to strategic, organizational, managerial, and analytic work.
-- Administrative: Experience in administrative services for facilitating the resolution of conflict in the workplace; resourcefulness, initiative, highly developed judgment and interpersonal skills to deal with difficult and sensitive situations; courteous style, tact, sensitivity to confidential information; ability to establish and maintain effective working relations at different professional levels without prejudice to disciplines, nationality, and cultural background.

IT Skills:
Demonstrated ability to effectively use a computer and utilize software programs such as Microsoft Office Word, Excel, PowerPoint and Outlook. Other IT skills and knowledge of ERP platforms and other enterprise planning and analytical tools would be an asset.
Thirteen years of combined national and international professional work experience in the area of conflict management and resolution in the workplace, alternative dispute resolution, staff relations, or counseling.
Very good knowledge of English or Spanish with working knowledge of the other language. Knowledge of French and/or Portuguese would be an asset.
Additional Information:
*Note the following special characteristics of this position:

Initial two years renewable period, not to exceed a total of 5 years. Once the period of service has been completed, the selected candidate may not be re-employed by PAHO for a period of time corresponding to prior service as PAHO Ombudsman. (This mandatory break in PAHO employment, prior to resuming service with the Organization, applies to all external and internal candidates. The appointments of candidates with career service/service appointments will be terminated upon completion of employment as PAHO Ombudsman, and the mandatory break in PAHO employment required.) Internal candidates will forego any possibility of reassignment to a different post in PAHO during their period of appointment.
This is also a part-time position, 75% of the time, which is equivalent to 30 hours per week. The salary and allowances will be prorated accordingly.



This vacancy notice may be used to fill other similar positions at the same grade level.

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Any appointment/extension of appointment is subject to WHO Staff Regulations, Staff Rules and Manual. Only candidates under serious consideration will be contacted.

Vacancy Filled

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