United Nations Ombuds Explains Pandemic Pivot to Virtual Casework

An article in the United Nations' official magazine, UN Today, recounts how the UN Ombudsman and Mediation Services (UNOMS) embraced virtual and hybrid solutions during the COVID-19 pandemic. Charles Chauvel, the Regional Ombudsman for Asia and the Pacific, explains the benefits and drawbacks of this new approach to managing conflict:

The year of 2020 brought unprecedented challenges with the onset of the COVID-19 pandemic, forcing organizations, including the United Nations, to reevaluate how to carry out their work in a digital space. In response, UNOMS swiftly adapted, undergoing a rapid transition towards virtual platforms to ensure the uninterrupted provision of its services. The new working modalities also enabled a more flexible and inclusive approach to the way UNOMS operates, allowing UN personnel, regardless of their geographical location or pandemic-related restrictions, to access conflict resolution services remotely. Ultimately, this shift, prompted by the immediate challenges of the pandemic, has positioned UNOMS to meet the evolving needs of a dynamic and globalized workforce in the long-term.

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On the other hand, despite the evident benefits, there are some challenges associated with virtual approaches to conflict resolution. Extended virtual mediations, especially within a day full of on-screen meetings, can be more exhausting than face-to-face interactions. Lastly, the lack of easily readable body language, which can be so valuable when parties and an ombudsman are meeting in the same room, is a challenge in virtual interactions. Building rapport online is a very different proposition compared to doing so in-person.

Undoubtedly, digital platforms have enhanced UNOMS’ outreach and expanded its range of operations, by increasing awareness of its mandate and services. However for UNOMS, the in-person approach remains the preferred method for dealing with workplace conflicts. Personal connection and the nuanced nature of conflict resolution allow for a more comprehensive understanding of the issues at hand and foster a sense of trust and empathy among those involved.

(UN Today.)

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