It is hard to believe that it has been 2 years since we transitioned to working from home. I have to admit, I have missed the in-person contact with colleagues. I also missed informal interactions, while walking through the hallways of the ADB headquarters, that allowed insights into concerns. I did not appreciate then how important and useful these encounters were, or the profound impact they had on our work. Moreover, I did not realize the degree of “hallway dispute resolution and conflict management” I was engaged in.
At the beginning of the pandemic, our biggest concern was adjusting to the sudden and difficult shift of working from home. Even though uncertainties and fears around the pandemic initially affected us, the ADB community managed to adapt. We all found myriad ways to cope and make the situation work for us, though the fear continued. Amid the fears and concerns about health and mental well-being, there was also time to self-reflect.
The members of the Ombuds team lived through the same range of fears, uncertainties, and well-being concerns and experiences as other members of the ADB community. Some individuals who contacted our office shared how the pandemic put them back in touch with favorite hobbies or they started new ones, spurred on by isolation or to get away from the cycle of negative thoughts.
As the year went by, we spent more and more time engaging in relaxing and mindful activities like baking, cooking, and other crafts to distract ourselves from the virus and all the sad news; two of our team members evolved from budding gardeners to certified plantitas!
Many found that newly adopted “COVID pets” brought immense joy and comfort through the trying times. Like everyone else, each member of our team also tapped into their inner resourcefulness to cope with the ambiguities and challenges of the pandemic.
More importantly, it gave us a deeper perspective while also allowing us time, particularly in early 2021, to reconsider our approach and reflect on how to better position the Office of the Ombudsperson to support the ADB community.
The first external review of the Office of the Ombudsperson was completed during the early part of the year with the support of colleagues in the Budget, People, and Management Services Department.
I was delighted with the results of the review and was very pleased with how well the office is perceived within the organization. I was especially heartened by the underlying confidence that members of the ADB community have in our office.
16.1% of the ADB population sought assistance from our office
The external review revealed that 16.1% of the ADB population sought assistance from our office in 2019, “a proportion of staff usage significantly higher than anticipated levels… based on international practice norms.” We received encouraging reviews—none of which would have been possible without the continued support of the ADB community.
We handled 540 cases
In 2021, we handled 540 cases, which were analyzed through a new database and case management system that we developed with support from the Information Technology Department.
Our data for the year reflect the impacts of another year of remote work. Although those who sought help from our office make up a small percentage of the wider ADB community, I am confident that the trends and patterns discussed in this report are representative of issues faced at large.
50% of cases dealt with work-related stress and work-life balance concerns
Almost half of our cases in 2021 dealt with work-related stress and work–life balance concerns. Communication problems among team members, especially in a virtual work environment, posed a major hurdle to group dynamics. These may also have contributed to the increase in interpersonal conflicts among peers and colleagues. Many of those who raised these and other concerns expressed frustration at failing to receive sufficient support from their supervisors to manage their work-related conflicts.
We launched our external web page on adb.org
Source: Asian Development Bank
Many are eager to return to some form of normalcy. However, some remain skeptical about going back to the workplace and acclimating to yet another “new normal” after finally adjusting to the flexibility of working from home and adapting to meeting teams on the other side of a screen. The return to in-person meetings and interpersonal interactions may initially feel overwhelming and could lead to additional anxiety.
There are also lingering fears around COVID-19. The pandemic is not over yet, and it is difficult to predict if new variants will emerge or how much workplace disruption they may still potentially cause. So, for many of our colleagues, the decision to go back to the office is not an easy one to make.
Despite all the problems and disruptions throughout the year, there is a lot to be grateful for.
Many of those who came to us for help also acknowledged how ADB has demonstrated its commitment to the people it employs. The organization has continued trying to balance staff expectations, support their needs, and offer flexible approaches to facilitate working from home. Some also spoke to us about how their work in response to COVID-19 reaffirmed their commitment to development and to ADB’s mission.
I believe that, as a community and as an organization, we have navigated many unprecedented challenges together and emerged stronger.
In closing, I would like to express my sincere appreciation of the way each member of the Ombuds Office team has continued to support the ADB community while dealing with their own pandemic-related stresses and difficulties. I also want to express my gratitude for the opportunity to serve the ADB community and for the continued trust in our team. I remain thankful for the support given to the Office of the Ombudsperson and to me personally. I will continue to do my best to be worthy of such support and collaboration.
ADB Ombudsperson
