Office of the Ombudsperson and Mediator
Office of the Ombudsperson and Mediator
About us
The Office of the Ombudsperson and Mediator (“the Ombuds’ Office”) provides a safe space to discuss concerns, explore options and assist in finding a suitable outcome to workplace issues. Our services are designed to prevent conflict escalation and to promote fairness in the workplace.
The Ombuds' Office organizes its work around three main pillars:
prevent
reduce
resolve
Our work
We provide a confidential and neutral space where all members of UNHCR community can informally discuss workplace concerns. We work with the relevant parties to help analyze and better understand the issue at hand. We offer an impartial perspective on the problem, taking no side with any of the parties. We ensure fairness to all parties involved.
The Ombuds' Office provides a secure environment for individuals or teams seeking open communication and dialogue. We help those who use our services to gain a better understanding of their specific goals, needs and interests.
We aim to prevent and address workplace conflicts before they escalate. Our training programs and workshops cover topics such as:
- informal conflict management
- dealing with difficult conversations
- managing emotions in conflict.
Based on data, research activities and ongoing stakeholders' interactions, the Ombuds' Office also helps the organization identify the root causes of issues to become conflict competent.
Our team: focus on people
![A smiling man holds up a card which reads 'Purpose' during a training session](/sites/default/files/2024-05/ombuds-training-dadaab-maalim.jpg "Qinhui Jiang holds up a card which reads 'Purpose' during a training session on "Fostering a culture of de-escalation" in Kenya")
Qinhui Jiang delivers a training session on "Fostering a culture of de-escalation", Dadaab, Kenya, November 2023.
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We have a team of conflict-resolution specialists from diverse backgrounds who work under the supervision of the UNHCR Ombudsperson and Mediator. What brings us together as a united team is our commitment to act in a fair, neutral, and inclusive manner. We make sure that the needs and requirements of all parties are respected and considered. Located in different UNHCR regions, we assist visitors either virtually or in person.
Our vision is a workplace where everyone is treated with dignity, feels empowered and valued, and can contribute fully to achieve UNHCR's mission.
Who is the service for?
All current and former UNHCR employees can use our services, either as an individual or as a group.
Individual visitors
You may be dealing with administrative decisions or interpersonal disputes. Discuss your concerns with one of our conflict-resolution specialists in a one-to-one, confidential setting. You can decide what is best for you, whether it is a conversation, conflict coaching or mediation.
Groups and teams
There may be situations where a group requests intervention because of internal conflicts. The decision to work with the Office implies the participation of each member of the team to find a solution that is acceptable to all. We help you to restore a collaborative and productive spirit within the team in several steps, and we may recommend a team assessment before engaging in discussions and group facilitation.
Mediation: the informal approach
What is conflict mediation?
Mediation is a process in which a neutral third party assists parties in conflict to share their concerns without prejudice or bias. It is voluntary, meaning that both sides are willing to engage in it. The parties may choose not to meet face-to-face during the mediation. The aim is to reach an agreement that is agreed by all parties.
Mediator’s role
The mediator's role is to guide the conversation and encourage open discussion and dialogue. Remaining neutral, the mediator does not favor any party. Fairness is central to their duties, with a commitment to achieving a positive resolution. The mediator assists parties in identifying possible options to the conflict.
The benefits of mediation
Mediation is acknowledged and encouraged by the UN General Assembly as the “informal first" option for the resolution of disputes and conflicts1. It should be the preferred approach before the use of formal procedures. Mediation is a cost- and time-saving process that helps individuals and teams to find solutions to their problems. We believe that collaboration is important for success. It makes the organization stronger and more effective.
Contact us
Reach out to [email protected] for assistance or to make an appointment.