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cinfo ricerca Regional Ombuds Officer ricerca P4

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The United Nations World Food Programme is the world's largest humanitarian agency fighting hunger worldwide.  The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.  Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.



This position is part of WFP's Office of the Ombudsman and Mediation Services and reports to the Senior Ombuds Officer and Mediator based in HQ. The position will be located in WFP's Regional Bureau Nairobi, Kenya. Travel to WFP Country and Sub Offices in the region is required.



Advanced University degree in dispute resolution or conflict management, 
administration, management, human resources, social sciences or other relevant field, or First University degree with two additional years of relevant work experience and/or training courses in dispute resolution or conflict management. 


A minimum of eight (8) years of progressively responsible professional experience, including at least three (3) years in an international setting, in dispute resolution, Human Resources, Diversity & Inclusion, Ombudsman's Office, Ethics Office, Management Training, Administration, Coaching and/or Counselling.


For the position advertised, fluency in English language and intermediate knowledge of a second UN language, especially French or Portuguese (WFP working language) are required.



To establish the first WFP regional Ombudsman and Mediation Services presence, and to provide professional conflict resolution services, including mediation, to WFP managers and employees based throughout East and South Africa. To build conflict competencies through the development and delivery of a tailor-made training strategy. To identify systemic issues, trends and patterns in the workplace, and provide early warning, upward feedback and recommendations for action to managers including regional and country directors. To promote conflict prevention and resolution through advocacy of fair and transparent justice, and through outreach and collaboration activities within the regional network of internal stakeholders. 

KEY ACCOUNTABILITIES (not all-inclusive)


Under the supervision of the Senior Ombuds Officer and Mediator (P5) based in HQ, the Regional Ombuds Officer will be responsible for the following duties:


  • Establish, manage and direct a new independent regional presence of the WFP Office of the Ombudsman and Mediation Services that provides immediate and tailor-made support, responses and interventions in workplace related issues and conflicts throughout the region.
  • Provide a comprehensive range of ombudsman services to WFP employees while safeguarding and maintaining the principles of the International Ombuds Association: confidentiality, neutrality, impartiality, informality, and independence.
  • Explore with employees and managers in confidential one-on-one meetings their options for addressing their workplace concerns; provide coaching to address their issues autonomously and guide them to adequate sources of information. 
  • When required and deemed appropriate, provide the following ombuds services: mediation, facilitation, shuttle diplomacy or other intervention.
  • Strengthen the conflict resolution skills of WFP's employees; formulate strategic training plans based on needs assessment, develop and conduct training on various topics related to conflict resolution and management, as part of OBD's global capacity building programme. Develop a regional advocacy and outreach strategy to create awareness about the Ombudsman services and the organization's system of internal justice. 
  • Manage relationships with stakeholders and related Ombudsman offices in the East and South African WFP regions, and collaborate to enhance the impact of services. 
  • Identify systemic issues, trends and patterns in the workplace, and provide early warning, upward feedback and recommendations, for action to senior managers including regional and country directors, and stakeholders.
  • Maintain regular consultation with the Ombudsman's Office in HQ, conferring on existing and proposed policies and systemic issues. 
  • Provide relevant input from the regional perspective into the Annual Report of the Office. 
  • Incorporate gender and diversity perspectives in all areas of work.
  • Align systemic interventions with the Cultural Change Initiative of WFP to contribute to the desired workplace changes.
  • Increase accessibility to the Ombudsman Services as part of the WFP system of internal justice by traveling regularly to the various offices in the region, and provide outreach, training and systemic feedback on location. 
  • Manage, follow up, close and analyse cases in coordination with the case manager.
  • Perform other duties to support OBD, as assigned.



Conflict resolution  

  • Demonstrates knowledge of conflict resolution processes and intervention methods, e.g. mediation, facilitation, restorative practices. Demonstrates professional competence in conflict resolution, seeking fair and equitable solutions to and prevention of employment related problems taking into account the interests of all sides. Demonstrates ability to negotiate difficult situations, to creatively respond to problems and to mobilise, empower or enable other actors to respond where necessary. Able to assist employees in developing a deeper understanding of conflict prevention, conflict management and conflict resolution.

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  • Able to analyse a wide range of factors affecting conflict dynamics and identify systemic issues. 


  • Able to create a safe setting in which visitors feel comfortable in being able to bring forward issues or concerns by demonstrating advanced listening skills and the ability to establish rapport and gain trust and respect; speaks and writes clearly and effectively and tailors language, tone, style and format to match the audience. Remains calm in stressful situations and shows respect and empathy for individuals.

Outreach and Stakeholder management    

  • Understands the importance of outreach and is able to develop tailored materials for various audiences; able to diplomatically handle sensitive situations and cultivate productive relationships with target audiences, stakeholders and Country and Regional Directors. Is conscientious and efficient in meeting commitments, observing deadlines, and achieving results.



  • Experience working in an international humanitarian and development context, preferably UN 
  • Experience working in field operations
  • Experience in dispute resolution
  • Experience in developing and conducting outreach and training activities
  • Demonstrated experience in engaging with senior level stakeholders



Non-Rotational Nature: mobility is and continues to be a core contractual requirement in WFP. This position is however classified as "non-rotational" which means the incumbent shall not be subject to the regular reassignment process unless the position is reclassified as rotational.


WFP offers an attractive compensation and benefits package, including basic salary, post adjustment, relocation entitlement, travel and shipment allowances, 30 days' annual leave, home leave, an education grant for dependent children, pension plan and medical insurance.






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  • Before you apply for this position: Improve your application documents by registering for a Job Application Support
  • When invited to the interview: Prepare for the interview by registering for a Job Application Support. This service is offered free of charge to Swiss nationals.  


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Data pubblicazione Pubblicato il: 14/05/2021.