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Ombuds Services

  • What is an Ombudsman?

    An Ombudsman acts as an impartial source of assistance in the resolution of staff concerns. He or she works for the resolution of particular issues and may make recommendations for the improvement of the functioning of staff-related policies for the World Bank Group. An Ombudsman advocates for fair process and fair solution but does not serve as an advocate for any party in a dispute.


    Ombuds Services (OMB)

    Is confidential, impartial and informal service independent from the World Bank Group's formal management channels, that facilitates the resolution of workplace issues. An Ombudsman helps staff analyze problems and assists in identifying options and can, only if requested by the visitor, become involved in trying to resolve issues. Ombuds Services also provides information to staff members on the Bank Group's policies and procedures. Additionally, Ombuds Services alerts management to systemic trends and issues and makes recommendations for change.

    OMB is governed by World Bank Group Staff Rule 9.02 . The purpose of this rule is to define the role and functions of the Ombuds Services Office and the role of an Ombudsman. In addition to the OMB Staff Rule, Ombuds Services and the World Bank Group are committed to observing recognized professional standards of this function.

    Our Role

    ľ¹ÏÓ°Ôº Group's Ombuds Services office has three major functions:

    1. To help staff and managers resolve workplace problems
    2. To alert management to trends and issues that should be addressed to improve the working environment and make recommendations for change.
    3. To administer the Respectful Workplace Advisors () Program

    Our Mission

    To provide a confidential resource for all staff and advocate for a workplace characterized by trust, respect and fair processes.


    CONTACT

    ľ¹ÏÓ°Ôº Group, Washington, D.C, Ombuds Services
    1818 H Street, N.W. Washington, DC 20433, U.S.A.
    Room: MC 9 453-480 (in person)
    MSN: MC 9-917 (by mail)
    Main Line: +1 202 458 1056 (24-hour voice mail)
    Fax: +1 202 522 1612
    ombudsman@worldbank.org , wbgombuds@gmail.com
    ľ¹ÏÓ°Ôº Group, Bangkok, Thailand
    30th Floor, Siam Tower, Room 1101
    989 Rama 1 Road, Pathumwan, Bangkok 10330 THAILAND
    Tel: 66-(0)-2-686-8338
  • How Do We Work?

    What Can We Do?

    What to Expect During Your Visit?

     

    How Do We Work?

    Key Characteristics

    Confidential

    Under World Bank Group Staff Rule 9.02 and the office¡¯s professional standards, communications with Ombuds Services are private and confidential. An Ombudsman does not divulge any information that might reveal a staff member¡¯s identity, unless authorized by the visitor (except if there appears to be imminent risk of serious harm).

    Independent

    Ombuds Services is not part the formal organizational structure, but has access to any part of the Bank in performing his/her work. It is a safe place for staff to discuss any conflict, concerns or disputes outside formal communication channels, without fear of retaliation.

    Impartial

    An Ombudsman does not serve as an advocate for a particular point of view or for any of the parties involved. The office strives for a fair solution to the issue and for the observation of due process.

    Informal

    We keep no formal records for the Bank. Contacting Ombuds Services is not the same as reporting an issue to the organization and does not place the WBG ¡°on notice¡±.

    What Can We Do?

    Ombuds Services is a confidential, impartial and informal service independent from the World Bank Group's formal management channels that facilitates the resolution of workplace issues. An Ombudsman helps staff analyze problems and assists in identifying options and can, only if requested by the visitor, become involved in trying to resolve issues. Ombuds Services also provides information to staff members on the Bank Group's policies and procedures. Additionally, Ombuds Services alerts management to systemic trends and issues and makes recommendations for change.

    Our Role

    ľ¹ÏÓ°Ôº Group's Ombuds Services office has three major functions:

    • To help staff and managers resolve workplace problems
    • To alert management to trends and issues that should be addressed to improve the working environment and make recommendations for change
    • To administer the Respectful Workplace Advisors (RWA) Program

    Our Mission

    To provide a confidential resource for all staff and advocate for a workplace characterized by trust, respect and fair processes.

    What to Expect During Your Visit?

    The Ombudsman will start by listening to your concerns and then can help you evaluate your situation, organize your thoughts, assess your feelings, and decide on what is important and relevant to your specific circumstance.

    Together, you will explore options to address your concerns. Through these conversations, many individuals find ways to proceed without needing direct intervention. The Ombudsman can intervene directly but will do so only with your expressed permission. 

    The Ombudsman¡¯s confidentiality and neutrality mandates are absolute and non-negotiable. The Ombudsman cannot be compelled by you or any official in the Bank to testify about concerns brought to his or her attention.

    What to expect from the Ombudsman?

    ¡¤         Strict confidentiality

    ¡¤         Impartial advice

    ¡¤         Help working through your options

    ¡¤         Direct informal intervention if requested

    ¡¤         Information on policies and procedures

    ¡¤        References to other resources





  • Caroline Nekesa Wanyonyi

    Ombudsman | OMB

    Caroline joined the WBG in October 2021 and is based in Bangkok, Thailand. She has over 15 years of experience as Ombuds, conflict resolution practitioner and adult trainer. Prior to joining the WBG, she was Ombuds at the International Committee of the Red Cross (ICRC) based in Bangkok and led the Asia regional respectful workplace advisors. Earlier, she held various positions including as Reporting Officer and Regional Economic Security trainer, where she trained and supported field teams on project management in over 20 countries and actively contributed to the organization¡¯s diversity and inclusion agenda. Throughout this time, she worked in Jordan, Iraq, Israel, Syria, Lebanon, Afghanistan, Pakistan, Liberia, Sudan, South Sudan and Georgia. She holds a Master of Science in International Development (Conflict, Security and Development) from the University of Birmingham (U.K). She is a member of the Chartered Institute of Arbitrators (UK) and the Asia Pacific Advisory Committee of the Internal Ombudsman Association where she is a regular presenter. She is also an active member of the Ombudsman and Mediators of the United Nations & Related International Organizations (UNARIO) where she serves in several working groups.

    Doris Cecilia Campos-Infantino

    Ombudsman | OMB

    Doris joined the World Bank Group in February 2017 and is based in Headquarters, with over 20 years of experience as a conflict resolution practitioner including serving as an ombudsman for 17 years. She was Ombudsman at the US National Institutes of Health (NIH) and most recently served as the Ombudsman at the Inter-American Development Bank (IADB). Doris is also a mediator and facilitator of individual, multi-party and organizational conflict. She has designed conflict resolution mechanisms and has taught courses on topics related to conflict resolution including negotiation, communication, mediation and facilitation. Doris is also an experienced organizational development consultant and has worked in both public and private sectors on change initiatives, leadership, teambuilding, and large scale interventions. Doris served as Vice President of the Board of the International Ombudsman Association (IOA), and is a regular presenter at IOA conferences and at meetings of the Ombudsman and Mediators of the United Nations & Related International Organizations (UNARIO). Doris has also conducted courses for the Ombudsman Association and served on the faculty of the Georgetown University OD program. She is a graduate of the University of Massachusetts and speaks Spanish.

    Axel R. Peuker

    Ombudsman | OMB

    Axel joined the Ombuds Services Team as an Ombudsman in December 2017. He was previously the Director for Strategy and Operations in the Office of the Managing Director and Chief Administrative Officer (MDCAO) for the World Bank Group. Axel Peuker has worked at the World Bank Group for over 25 years. Prior to working in MDCAO, he led client engagements as Director for the Financial Advisory and Banking Department (FAB) in the World Bank¡¯s Treasury. He also served as Director for Policy and Operations in the World Bank Group¡¯s Corporate Secretariat, as Advisor to the Office of the Managing Director (MDW), as Manager of the joint Bank-IFC Investment Climate Unit, and as Advisor to the Vice President in the Poverty Reduction and Economic Management Network. His operational assignments covered policy reform and private sector development in countries in political transition in the Middle East and North Africa Region and in the Latin America and Caribbean Region. Axel Peuker pursued his Ph.D. Studies in Economics in Frankfurt, Kiel and New York, and is holder of the CFA Charter. Prior to joining the World Bank, he lectured at Fordham and Rutgers University and was Research Fellow at Pro-Desarollo, a Peruvian think tank. He also has regularly taught at the International Master of Public Management Program at the University of Potsdam, Germany.

    Jules Garrett Baughns

    Ombudsman | OMB

    Jules joined the WBG Ombuds Services on May 1, 2023, and he is based in Nairobi, Kenya. He worked previously as a Senior Counsel in the Ethics and Business Conduct Department (EBC) and was most recently the EBC Representative based in Nairobi. In that role, he supported African Eastern and Southern (AFE) staff by providing advice and guidance on ethics and compliance issues and questions including conflicts of interest, principles of staff employment, and staff rules; promoting ethical awareness; and conducting outreach and training on the WBG Code of Ethics and Core Values. In his previous capacity, he spent nine years with EBC¡¯s investigation unit. Jules also served as a Respectful Workplace Advisor for EBC staff.

    Before joining the WBG, Jules worked in international law firms (Davis Polk & Wardwell and Dechert LLP) providing legal advice in connection with corporate governance, regulatory and compliance matters, as well as international transactions. He also advised several financial entities, including private equity and hedge funds on various issues involving compliance with US securities laws. Previously, Jules was a mental health coordinator and therapist in a community mental health center, where he assisted juveniles, families, and individuals with resolving conflict through mediation and restorative justice dialogues.




  • Contact Us

    ľ¹ÏÓ°Ôº Group, Washington, D.C

    Ombuds Services

    1818 H Street, N.W.  Washington, DC 20433, U.S.A.

    Room: MC 9 453-480 (in person)

    MSN: MC 9-917 (by mail)

    Main Line:  +1 202 458 1056 (24-hour voice mail) Fax: +1 202 522 1612
    E-mail: ombudsman@worldbank.org
    Alternative E-mail: wbgombuds@gmail.com
    Internal Web: 
    External Web: 


    ľ¹ÏÓ°Ôº Group, Bangkok, Thailand

    30th Floor, Siam Tower, Room 1101

    989 Rama 1 Road, Pathumwan, Bangkok 10330 THAILAND

    Tel: 66-(0)-2-686-8338