Emplois au PNUD - 803- Case Manager (Ombudsperson)

Case Manager (Ombudsperson)

Lieu :

New York, ETATS-UNIS D'AMERIQUE

Type de contrat :

100 Series

Date de commencement :

01-Jan-2007

Date limite de candidature :

21-Nov-06 (Minuit New York, États-Unis)

Niveau du poste :

P-3

Durée du contrat initial

One year

Langues requises :

Anglais Français Espagnol

Durée prévue de la mission :

One year

Le PNUD s’engage à recruter un personnel divers en termes de genre, de nationalité et de culture. Nous encourageons de même les personnes issues des minorités ethniques, des communautés autochtones ou handicapées à postuler. Toutes les candidatures seront traitées dans la plus stricte confidentialité. Le PNUD ne tolère pas l’exploitation et / ou les atteintes sexuelles, ni aucune forme de harcèlement, y compris le harcèlement sexuel, et / ou toutes formes de discrimination. Tous/tes les candidats/tes selectectionnes /ées devront ainsi se soumettre à de rigoureuses vérifications relatives aux références fournies ainsi qu’à leurs antécédents.

Historique

As an exception to the established QUARRY mechanism for advertising all 100 Series international professional vacancies, this post is being advertised on an ad hoc basis, but adhering to QUARRY selection process.

The Office of the UNDP/UNFPA/UNICEF/UNOPS Ombudsperson, established in 2002, has expanded its services to include UNICEF staff members. The new office will build on the current consultative, coordinated approach to effective resolution of cases. The need has therefore been identified to create the post for a Case Manager who will be responsible for managing and coordinating cases as well as providing substantive support and input into the office’s conflict resolution functions, including coordination of field-based staff providing support in conflict resolution and helping to promote a positive work environment.

Devoirs et responsabilités

Conflict resolution

Provide continuous and substantive input to the office’s conflict resolution functions. Where imminent, provide initial response to situations of conflict and apply first-hand measures as appropriate, while ensuring the protection of all Ombuds principles, mainly, confidentiality and objectivity.
Research and analyze issues brought to the attention of the Office; to this end, examine useful information, including current policy and case precedents.
Provide and maintain a positive, informative interface with clients: follow up and liaise with involved parties and provide feedback to clients in line with delegated authority.
Coordinate field-based staff reports and referrals as well as capacity-building training events for field-based staff selected for this purpose.

Management and coordination of cases

Monitor case workload in consultation with Ombudspersons; regularly track status and manage case database facilitating anonymous recording of statistics;
Develop an outline for Ombudsperson reports and provide support in identifying trends, in particular, by developing tools for analysis.
Conceptualize, implement and manage a feedback system, gauging visitor satisfaction and making recommendations for change/improvement.
Provide periodic consolidated Reports on trends reported from the field to be incorporated into Global Reports.

Communication

Promote the office profile through appropriate means, including producing and overseeing the circulation of the Ombudsletter, a periodic newsletter giving staff members informative and thought-provoking feedback on issues or trends observed.
Manage the content of the website and monitor all other informational material, ensuring effectiveness of communication strategy.
Plan and schedule regular meetings and briefings with key stakeholders, including the Staff Council and members of management; organize informational Ombudsperson presentations to staff in order to raise awareness.

Professional development and exchange

Provide input in sustaining inter-agency communication and exchange of information with system-wide Ombuds counterparts;
Participate in high-level inter-agency meetings and assist in drafting reports and background documents.
Keep abreast of information for professional advancement and consistently update knowledge, in particular, by identifying and attending specialized courses in professional organizations.

Compétences

Outstanding interpersonal qualities with the ability to put people at ease and to communicate sensitively and effectively across different constituencies;
Proven tact and ability to deal with confidential matters in a discreet and reliable manner with the aptitude to deal independently and as a member of a team with employees facing stressful situations;
Excellent analytical and problem solving skills;
Ability to participate effectively in a highly team-based, information-sharing environment, collaborating and cooperating harmoniously with others;
Ability to set priorities and work under pressure;

Qualifications et expériences requises

Advanced university degree in Humanities, Communications, Law or related field;
Minimum 5 years of progressively responsible professional experience, at least three in the area of informal conflict resolution. Excellent knowledge of the role and functions of an institutional Ombudsperson is essential;
Excellent verbal and written communications skills in English and in either French or Spanish. Knowledge of another official UN language would be an asset.