From: Executive Director
Sent: Tuesday, October 22, 2019 4:30 PM
Subject: Annual Report of the Office of the Ombudsman for UN Funds & Programmes
Dear Colleagues,
I am pleased to share with you the latest Annual Report of the Office of the Ombudsman for UN Funds and Programmes (UNDP/UNFPA/UNICEF/UNOPS/UNWOMEN). The report provides observations and recommendations concerning workplace conflicts between January 1-December 31, 2018.
Overall, the Office is receiving more cases, with an increase in the percentage of female staff reporting these conflicts. For UNICEF, the report reveals that the number of UNICEF cases rose significantly: from 93 in 2017 to 172 cases in 2018. Of these 172 cases, 131 came from country or regional offices, and 41 came from headquarters. 111 came from female staff.
This increase is a clear indication that staff are becoming more comfortable in seeking informal resources to help them resolve their conflicts amicably. This is an encouraging sign, as we continue building a culture of trust and accountability across our organization.
But it is also a sign that we have more work to do. As in previous years, supervisory relationships and job and career issues accounted for the largest number of cases. The report also found that in some cases, supervisors and supervisees did not set clear performance expectations, while in other cases managers failed to take action to resolve conflicts in their offices.
During the year, the Office also received a higher percentage of complaints related to wellbeing than in previous years. Causes of stress were connected to an atmosphere of uncertainty, particularly in offices undergoing leadership changes or restructuring.
In other cases, staff wellbeing and mental health were being jeopardized not only by long hours and heavy workloads, but by unsupportive workplace environments, poor management practices and accountability structures, and uncertainty caused by conflicts and investigations of wrongdoing. In the case of UNICEF, the majority of complaints were about job application and recruitment processes.
The encouraging news is that, in the majority of cases, the issues reported to the Office were addressed informally through mediation, coaching, guidance and active listening. In cases of workplace conflicts, we are actively strengthening our mediation services. Mediation is a proven, effective way to manage conflicts in the workplace, and can help resolve issues amicably and in good faith for all parties as early, and fairly, as possible. We encourage staff to reach out to the Office as early as possible. Early action is essential to avoid escalating tension in your office.
We have also seen the Office of the Ombudsman’s investment in training over the course of the year starting to pay off, with staff participating in training sessions on negotiation, intercultural interaction, mediation and how to handle challenging conversations. We encourage all staff to benefit from these sessions, and continue building a work culture grounded in civility and respect.
UNICEF’s management team is committed to supporting staff members’ careers, and shaping positive and healthy workplace environments. To do this, we expect every manager and supervisor to establish clear accountabilities and performance expectations and will continue to provide guidance and training.
As we continue strengthening the services our organization provides to our staff members — including to our managers — please know that the Office of the Ombudsman is available anytime for guidance on best practices in managing workplace conflicts in every UNICEF office, as well as for direct conflict resolution services.
For more information about what the Ombudsman does, please watch this video, and explore the Office’s full catalogue of training courses.
Once again, thank you for your ongoing support of our efforts to create a respectful and harmonious workplace for all UNICEF staff.
Best wishes,
Henrietta H. Fore
Executive Director, UNICEF
Click here for the video by the Ombudsman
Click here for the report
I am pleased to share with you the latest Annual Report of the Office of the Ombudsman for UN Funds and Programmes (UNDP/UNFPA/UNICEF/UNOPS/UNWOMEN). The report provides observations and recommendations concerning workplace conflicts between January 1-December 31, 2018.
Overall, the Office is receiving more cases, with an increase in the percentage of female staff reporting these conflicts. For UNICEF, the report reveals that the number of UNICEF cases rose significantly: from 93 in 2017 to 172 cases in 2018. Of these 172 cases, 131 came from country or regional offices, and 41 came from headquarters. 111 came from female staff.
This increase is a clear indication that staff are becoming more comfortable in seeking informal resources to help them resolve their conflicts amicably. This is an encouraging sign, as we continue building a culture of trust and accountability across our organization.
But it is also a sign that we have more work to do. As in previous years, supervisory relationships and job and career issues accounted for the largest number of cases. The report also found that in some cases, supervisors and supervisees did not set clear performance expectations, while in other cases managers failed to take action to resolve conflicts in their offices.
During the year, the Office also received a higher percentage of complaints related to wellbeing than in previous years. Causes of stress were connected to an atmosphere of uncertainty, particularly in offices undergoing leadership changes or restructuring.
In other cases, staff wellbeing and mental health were being jeopardized not only by long hours and heavy workloads, but by unsupportive workplace environments, poor management practices and accountability structures, and uncertainty caused by conflicts and investigations of wrongdoing. In the case of UNICEF, the majority of complaints were about job application and recruitment processes.
The encouraging news is that, in the majority of cases, the issues reported to the Office were addressed informally through mediation, coaching, guidance and active listening. In cases of workplace conflicts, we are actively strengthening our mediation services. Mediation is a proven, effective way to manage conflicts in the workplace, and can help resolve issues amicably and in good faith for all parties as early, and fairly, as possible. We encourage staff to reach out to the Office as early as possible. Early action is essential to avoid escalating tension in your office.
We have also seen the Office of the Ombudsman’s investment in training over the course of the year starting to pay off, with staff participating in training sessions on negotiation, intercultural interaction, mediation and how to handle challenging conversations. We encourage all staff to benefit from these sessions, and continue building a work culture grounded in civility and respect.
UNICEF’s management team is committed to supporting staff members’ careers, and shaping positive and healthy workplace environments. To do this, we expect every manager and supervisor to establish clear accountabilities and performance expectations and will continue to provide guidance and training.
As we continue strengthening the services our organization provides to our staff members — including to our managers — please know that the Office of the Ombudsman is available anytime for guidance on best practices in managing workplace conflicts in every UNICEF office, as well as for direct conflict resolution services.
For more information about what the Ombudsman does, please watch this video, and explore the Office’s full catalogue of training courses.
Once again, thank you for your ongoing support of our efforts to create a respectful and harmonious workplace for all UNICEF staff.
Best wishes,
Henrietta H. Fore
Executive Director, UNICEF
Click here for the video by the Ombudsman
Click here for the report
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