Position Title : Intake Officer (Office of the Ombudsperson)
Duty Station : Geneva, Switzerland

Classification : Professional Staff, Grade P3
Type of Appointment : Fixed term, one year with possibility of extension
Estimated Start Date : As soon as possible

Closing Date : 05 December 2024

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading
UN agency in the field of migration, works closely with governmental, intergovernmental and
non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the
benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive work environment. Read more about diversity and
inclusion at IOM at www.iom.int/diversity.

Applications are welcome from first- and second-tier candidates, particularly qualified female
candidates as well as applications from the non-represented member countries of IOM. For all
IOM vacancies, applications from qualified and eligible first-tier candidates are considered
before those of qualified and eligible second-tier candidates in the selection process.

For the purpose of this vacancy, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following non-represented member states:
Antigua and Barbuda; Barbados; Comoros; Congo (the); Cook Islands;
Guinea-Bissau; Holy See; Iceland; Kiribati; Lao People's Democratic
Republic (the); Madagascar; Marshall Islands; Micronesia (Federated
States of); Namibia; Nauru; Palau; Saint Kitts and Nevis; Saint Lucia;
Samoa; Sao Tome and Principe; Solomon Islands; Suriname; The Bahamas;
Tonga; Tuvalu; Vanuatu

Second tier candidates include:

All external candidates, except candidates from non-represented member states.

Context:

The Office of the Ombudsperson and Mediation Services (OOM) serves as an independent
function to address employment related problems of staff members. It operates in accordance
with the standards of practice and code of ethics of the International Ombudsman Association:
“independence, neutrality, and impartiality, confidentiality and informality.” The role of the
Ombudsperson is to mediate in conflicts of any nature related to conditions of employment,
administration of benefits, managerial practices as well as professional and staff relations
matters. As a dispute resolution practitioner, the Ombudsperson provides assistance in the
informal resolution of conflicts and other issues and monitors trends and emerging issues. The
Ombudsperson office acts as an Alternative Dispute Resolution (ADR) resource for staff
members who may also wish assistance with respectful workplace environment issues. The
purpose of the Ombudsperson function is to be a mechanism that helps IOM staff to be treated
fairly, advocating civility and mutual respect as the most appropriate avenue to successful
problem-solving preventing conflict from escalating and improving staff productivity and morale.

Under the direct supervision of the Ombudsperson, the Intake Officer (Office of the
Ombudsperson) will be responsible for the following duties:

Core Functions / Responsibilities:

1. Efficiently plan, organize, and coordinate the informal intake process in a timely and effective
manner. Manage software and applications related to the intake process and support the
Ombudsperson and other colleagues with issues related to case management, as required.

2. Work with the OOM Team of practitioners to facilitate case management and the use of case
management tools.

3. Contribute to the informal resources available to all IOM staff worldwide by ensuring that
personnel have easy,early and broad access to the IOM’s informal complaint mechanism, in line
with OOM’s principle of “Zero Barriers” and in parallel with IOM’s strategy towards regional
access to support.

4. Regularly communicate and coordinate with the Conflict Resolution Officers (CRO), RWFP
Coordinator, Deputy Ombudsperson and Ombudsperson to prepare and analyze statistical data
related to the informal intake and caseload to support OOM’s work related to trends, systemic
issues and recommendations.

5. Conduct quality assurance of written works related to OOM’s intake and caseload. Ensure
coherent office communications, and draft high quality reports and other documentations with a
special focus on presentation and visualization of aggregate data.

6. Regularly appraise the progress of the informal intake process and contribute to the
development of OOM’s procedural framework and good practices learned from the informal
intake process and from coordination with colleagues working with case management.

7. Contribute to the development of outreach and awareness raising material and activities, in
line with an informal first approach, and coordinate implementation with the regional Conflict
Resolution Officers and the Respectful Workplace Coordinator for further dissemination through
the Respectful Workplace Focal Point (RWFP) Network.

8. Work collaboratively with colleagues and stakeholders to achieve OOM’s goals in accordance
with OOM’s strategic plan, the Ombudsperson Policy, and the Charter of the Office.

9. Research on topics related to the Ombudsperson function such as staff regulations and rules,
administrative instructions, etc.

10. Perform other duties as may be as assigned.

Required Qualifications and Experience:

Education

• Master’s degree in Behavioural Sciences, Conflict Resolution, Statistics, Law, Social Sciences

or 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.

Experience

• Experience in statistical and case management software;

• Experience in visualization, communication and presentation of data;
• Experience in report drafting and managing deadlines;
• Experience collaborating in a team environment;
• Experience in project management and coordination, including administration, logistics,

procurement, and finance;

• Experience in developing outreach and awareness raising material and activities;
• Experience working in a multi-cultural setting;
• Experience in providing and explaining information about policies and rules, and about the

context of a concern;

• Experience in research related to international administrative rules and regulations, particularly

within international organizations; and,

• Computer/software literate, preferably knowledgeable in Microsoft Office, Adobe Acrobat and

Photoshop with experience in maintaining a website.

Skills

• Knowledge of case management tools and complex data analysis;
• Strong report drafting skills;
• Knowledge of current and emerging practices in alternative dispute resolution, including the

Ombudsperson function;

• 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;

• Effective communicator and enthusiasm for teamwork;
• Capacity to respond as quickly as possible endeavoring to build rapport;
• Ability to master active listening and coaching techniques;
• Capacity for reframing issues, enlightening the context, and facts and feelings, that might have

been overlooked; and,

• Ability to offer the option of referrals to other relevant units.

Languages

IOM’s official languages are English, French, and Spanish. All staff members are required to be
fluent in one of the three languages.

For this position, fluency in English is required (oral and written). Working knowledge of another
official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process,
which may include written and/or oral assessments.

Notes

1 Accredited Universities are the ones listed in the UNESCO World Higher Education Database
(https://whed.net/home.php).

Required Competencies:

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural

differences. Encourages diversity and inclusion.

• Integrity and transparency: Maintains high ethical standards and acts in a manner

consistent with organizational principles/rules and standards of conduct.

• Professionalism: Demonstrates ability to work in a composed, competent and committed

manner and exercises careful judgment in meeting day-to-day challenges.

• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly

treated.

Core Competencies – behavioural indicators level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve

shared goals and optimize results.

• Delivering results: Produces and delivers quality results in a service-oriented and timely

manner. Is action oriented and committed to achieving agreed outcomes.

• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and

innovate.

• Accountability: Takes ownership for achieving the Organization’s priorities and assumes

responsibility for own actions and delegated work.

• Communication: Encourages and contributes to clear and open communication. Explains

complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the

ability to carry out the Organization’s vision. Assists others to realize and develop their
leadership and professional potential.

• Empowering others: Creates an enabling environment where staff can contribute their best

and develop their potential.

• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and

communicates a clear strategic direction.

• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

IOM’s competency framework can be found at this link.

https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.p
df

Competencies will be assessed during a competency-based interview.

Other:

Internationally recruited professional staff are required to be mobile.

Any offer made to the candidate in relation to this vacancy notice is subject to funding
confirmation.

This selection process may be used to staff similar positions in various duty stations.
Recommended candidates endorsed by the Appointments and Postings Board will remain
eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in
the Professional Category of staff members.

Appointment will be subject to certification that the candidate is medically fit for appointment,
accreditation, any residency or visa requirements, and background verification and security
clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be
required for individuals hired on or after 15 November 2021. This will be verified as part of the
medical clearance process.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No
late applications will be accepted.

How to apply:

Interested candidates are invited to submit their applications via PRISM, IOM e-Recruitment
system, by 05 December 2024 at the latest, referring to this advertisement.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment
system. The online tool also allows candidates to track the status of their application.

Only shortlisted candidates will be contacted.

For further information please refer to: www.iom.int/recruitment

Posting period:

From 22.11.2024 to 05.12.2024

No Fees:

IOM does not charge a fee at any stage of its recruitment process (application, interview,
processing, training or other fee). IOM does not request any information related to bank
accounts.

Requisition: VN 2024 696 Intake Officer (Office of the Ombudsperson) (P3) Geneva, Switzerland
(59289545) Released
Posting: Posting NC59289546 (59289546) Released