___________________________________________________________________________________ 1. What resources are available to staff at the World Bank Group to resolve conflicts? The Bank provides a number of resources through which staff members can address their concerns and grievances: - Respectful Workplace Advisors (RWAs) are easily accessible in many Bank Group country offices and some headquarters units. They provide confidential peer advice on dealing with workplace issues.
- Ombuds Services (OMB) is a valuable starting point to assist you in resolving issues. An Ombudsman provides confidential guidance to help you identify ways and options of addressing employment-related concerns.
- Mediation Services (MEF) helps concerned parties bridge differences and find mutually agreeable solutions with the facilitation of a neutral mediator. This is an informal and confidential process in which the parties control the outcome.
- Peer Review Services (PRS) provides a confidential peer review process before an impartial panel of peers.
- The World Bank Administrative Tribunal is the Bank Group's judicial venue for staff to address grievances. The Tribunal issues final judgments that are binding on both staff and management.
- The Office of Ethics and Business Conduct (EBC) provides guidance and advice on staff rights and obligations under the Bank’s Code of Ethics. EBC also handles allegations of staff misconduct (except serious fraud and corruption).
- The Integrity Vice Presidency’s (INT) internal investigation function carries out formal fact finding on internal fraud and corruption cases.
Other important resources are available to colleagues to deal with workplace issues including the Staff Association, the Personal and Work Stress Counseling Unit in the Health Services Department, and the Office of Diversity Programs in Human Resources.
___________________________________________________________________________________
2. Where should I start? If you have a RWA, talk to him or her first. Otherwise, speaking to the Ombudsman is a good place to start. The Ombudsman can provide you with information about all of your options, and your conversation with the Ombudsman will remain confidential. There is no rule, however, that requires starting with your RWA or the Ombudsman. The Internal Justice System has multiple points of entry, so if you prefer, you can start with a visit to any of the other offices for information. Only the Tribunal requires that a case be heard first by Peer Review Services, and this prerequisite does not exist for misconduct cases or termination cases.
___________________________________________________________________________________
3. What happened to the Appeals Committee Office? As of July, 1 2009 the Appeals Committee Office has been replaced by Peer Review Services.
___________________________________________________________________________________
4. How much confidentiality can a staff member expect when s/he contacts any of the Internal Justice Services, or any other of the resources listed? Mediation Services, Ombuds Services and Respectful Workplace Advisors only share information confided by staff if they are given explicit permission to do so, except in the rare case of imminent harm. Peer Review Services may only share information with those who have a need to know. When talking to anyone about their concerns, staff members should be sure to clarify the level of confidentiality that can be provided before discussing sensitive information.
___________________________________________________________________________________
5. Will raising concerns through the Internal Justice System hurt a staff member's career? As an institution, the Bank Group has invested in the Internal Justice System so that staff can use the services to assist in the resolution of workplace concerns. The IJS services are thus a symbol of the Bank Group’s commitment to creating a conflict competent work environment where staff concerns can be addressed in a number of different ways. Reactions of individual staff and managers may vary when they find that someone has used the IJS services. Therefore, staff who consult with an IJS service may wish to discuss the different options for raising their concerns with the least amount of risk. The Bank Group has established safeguards in the Staff Rules to ensure that bringing a case to the Internal Justice System does not result in harm to one’s career.
___________________________________________________________________________________
6. Should staff be afraid of coming forward for fear that they will be punished? Bank Group policy clearly prohibits retaliation against staff for raising their concerns with the Internal Justice System. Concerns that are not addressed in some manner are likely to have a correspondingly negative impact on the workplace. The IJS was created and designed to encourage all staff to surface concerns and to resolve them at the least formal level. Staff members who believe that they have suffered retaliation for using the IJS should report their concerns to the Office of Ethics and Business Conduct.
___________________________________________________________________________________
7. How does the Bank define retaliation? In the Bank, retaliation is defined as any direct or indirect detrimental action recommended, threatened, or taken because an individual engaged in a protected activity (such as using an IJS service). Retaliation may be more serious than the initial concerns that were raised because retaliation undermines the Bank Group’s system created to handle such disputes. Staff must be treated equitably and with respect Click here for more information on retaliation.
___________________________________________________________________________________
8. What is the difference between counseling, facilitation and mediation? The primary difference is that counselors/advisers (e.g., the RWAs and OMB) usually work with one person at a time, while mediators (e.g., MEF) work with all parties to a dispute at the same time, and facilitators usually work with groups of two or more persons. Under the new rules of Mediation, if a staff member requests mediation and MEF determines that the matter is suitable for mediation, then both staff members are required to participate in the first session.
____________________________________________________________________________________
9. A staff member has a problem that s/he wants to talk about but doesn't want the IJS to do anything about it. | ü  | Your RWA is trained to provide options and advice for dealing with workplace concerns. Your RWA will keep the discussion confidential and will not intervene with your manager or fellow staff member on your behalf. | | ü | Ombuds Services can give staff members confidentiality and will not act without the staff member’s explicit permission. | | ü | Mediation Services can assist staff members in talking through problems they have with someone else, and whatever is shared in that process is confidential. Mediation Services will not contact the other party or take any other action without the staff member's explicit permission. | | ü | The Staff Association also provides confidential counseling. | | ü | The Office of Ethics and Business Conduct provides counseling and policy guidance on matters relating to ethics. Staff members can call the Ethics Helpline (1-800-261-7497) anonymously if they prefer, for guidance on any particular issue. |
____________________________________________________________________________________10. Are the services of the Internal Justice System only available to staff? IJS services are available to all current and former staff (managerial and non-managerial), including extended term and short term consultants.
____________________________________________________________________________________
11. Do staff have to be in trouble or have a problem to use the Internal Justice System? No, contacting one of the Internal Justice System services does not mean that staff is having a problem. Often staff contact the IJS to ask for information, seek guidance or clarification on a variety of issues and situations that do not relate to a violation of Bank Group rules, policies or procedures.
__________________________________________________________________________________
12. Can staff use the Internal Justice System to resolve problems they have with colleagues? Yes. Conflicts can happen between any two parties. Internal Justice services such as your RWA, the Ombuds Services, and Mediation Services can assist you in resolving problems with your colleagues.
____________________________________________________________________________________
13. Do staff who have a problem have to go to the Internal Justice System first? No. It is suggested that staff may want to begin by speaking directly with the person with whom they are having an issue. If they still need help, their managers are available to assist them. Additionally, the Human Resources Teams and the Staff Association are available to provide staff with information, advice, counseling and support. That said, staff may contact one of the Internal Justice services directly if they feel the need, and there is no requirement that a staff member must speak to his or her manager first before contacting the Internal Justice System.
____________________________________________________________________________________
14. Where should a staff member go if he or she is being sexually, verbally and/or physically harassed at work? If possible, the staff member should tell the person harassing him/her how their conduct is making him/her feel and ask them to stop. If the staff member is uncomfortable doing this, or is unsuccessful, he or she can also raise his or her concern with his or her manager or Human Resource Officer. If you consult your manager or HR Officer, they are required to report the allegations to the Office of Ethics and Business Conduct (EBC).
____________________________________________________________________________________
15. By what standards will sexual harassment be judged in the World Bank Group? In a multicultural environment like the Bank Group, one must be sensitive to cultural misunderstandings or differences of opinion based on differences of culture. But cultural differences cannot be an excuse for sexually harassing behavior. While sexual harassment is seen from the perspective of the recipient of the remarks or actions, the standard for judging sexual harassment is not purely a subjective one. A formal decision on whether a particular conduct constitutes sexual harassment will be based on a determination of the impact of the behavior on a reasonable person of the same gender as the recipient in the multicultural environment of the Bank Group. This means that the conduct will need to be assessed in light of the facts and circumstances in which the alleged conduct occurred, the reaction of the recipient, and the particular sensitivities required in the Bank Group work environment. As a practical matter, once the recipient of the conduct has clearly indicated to the alleged harasser that the conduct is offensive and disruptive, the perpetrator should stop the behavior even if there may be others who would not react the same way as the recipient. The conduct of the alleged harasser and its impact on the recipient, and not the intent underlying the conduct, will determine whether sexual harassment has occurred.
Staff should also refer to Staff Rule 3.01, section 4, because consensual sexual overtures and relations between a manager and subordinate likewise can constitute misconduct.
____________________________________________________________________________________
16. A staff member has a problem, but doesn't know if he or she can prove it. What should he or she do? If a staff member has a problem, he or she should seek assistance. Whether he or she can prove it or not should not stop him or her from seeking help in finding a creative way in which to have the concerns addressed. A Respectful Workplace Advisor or the Ombudsman can advise staff of their options and counsel them on how to resolve their problems. The staff member can pursue mediation with a manager or colleague without the necessity of proving a case. In addition, the Staff Association can provide advice on how to pursue a particular concern.
____________________________________________________________________________________
17. A staff member has an issue with a colleague or manager, and his or her attempts to resolve it directly have failed, where should he or she go? A staff member can ask his or her manager or Human Resources Team for assistance. An RWA can provide advice and information to the staff member on different avenues available to resolve the problem. The Ombudsman and Mediation Services can also assist staff in trying to resolve concerns with their colleagues and manager. They can facilitate a dialogue with the staff member's colleague or manager to aid both parties in addressing the issue.
____________________________________________________________________________________
18. How can I locate and contact a Respectful Workplace Advisor? Lists of the Respectful Workplace Advisors located at HQ as well as in country offices can be found here: Respectful Workplace Advisors Program websiteÂ
____________________________________________________________________________________
19. An administrative decision has been made that affects a staff member's employment negatively, and he or she wants someone to review it. Where should he or she go? First, the staff member can approach his/her management or Human Resources Team about his/her concern. Staff can also seek assistance from Ombuds Services and Mediation Services. If the staff member wants the administrative decision reviewed and possibly reversed, he or she may submit his/her grievance to Peer Review Services (formerly Appeals Committee). Peer Review Services provides a panel of three peers who will review administrative actions regarding a staff member's employment and make recommendations to the staff member’s Vice President concerning the merits of that action and, where appropriate, how it should be remedied. If the matter involves a misconduct case or a termination decision, the staff member can submit an application directly to the Administrative Tribunal.
____________________________________________________________________________________
20. If a staff member disagrees with the outcome of the Peer Review process, what can he or she do? The staff member can file an application with the Administrative Tribunal for an independent, final review within 120 days of the outcome of the Peer Review process. All decisions of the Administrative Tribunal are final and binding.
____________________________________________________________________________________
21. If a staff member feels that his/her department is violating Bank policy, what can he or she do? The staff member can approach the next level of management responsible for his/her department or the Ombudsman and inform them of his/her concerns. Additionally, the staff member can also contact the Office of Ethics and Business Conduct which has a duty to look into violations of rules. Staff members can call the Ethics HelpLine (1-800-261-7497) anonymously and at no cost to discuss their concerns.
____________________________________________________________________________________
22. What does a staff member do if he or she wants to file a claim for Workers' Compensation benefits? If a staff member's illness, injury or death is believed by a claimant to arise out of and in the course of employment, a claim for Workers' Compensation benefits may be filed with the administrator of the World Bank's workers' compensation program, by either the staff member, a surviving spouse, a child, or an appointed guardian.
____________________________________________________________________________________
23. What can a staff member do if his/her claim is denied by the claims administrator? A claimant who wishes to appeal the denial of a workers’ compensation claim may request an administrative review of the denial to the Bank’s Workers’ Compensation Administrative Review Panel (Review Panel).
____________________________________________________________________________________
24. What are the options if the decision of the claims administrator is upheld by the Review Panel? If a claimant is dissatisfied with the decision of the Review Panel, he or she may file an appeal with the Administrative Tribunal.
____________________________________________________________________________________</ strong>
 25. How does a staff member go about filing a claim for pension benefits? A staff member seeking to receive benefits under the Staff Retirement Plan should first submit the necessary applications to Pension Administration. If the request for retirement benefits is denied, the claimant may within 120 days file a written claim with the Pension Benefits Administration Committee (PBAC). Please contact pension administration for more information at the following e-mail address: 1pension@worldbank.org
____________________________________________________________________________________ 26. What can a staff member do if his/her claim is denied by the PBAC? An appeal may be filed with the Administrative Tribunal within 120 days.
____________________________________________________________________________________
27. Isn't the time difference a problem for staff based in the Bank's country offices in reaching the Internal Justice System? The Internal Justice System services are available outside of business hours, if necessary, to speak to staff from country offices. Often, contacts with country offices colleagues are arranged through phone calls at a mutually convenient time. Staff may also e-mail any of the offices at:
| 
RSS