Job Title: Head of the Registry
Joao SantʹAnna, Director A
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The Head of the Registry is responsible for the overall daily management of the human
resources of the unit with an eye to ensuring the handling of complaints which are
outside the Ombudsmanʹs mandate and for managing the Institution’s central IT
registration tool for all correspondence and internal documents related both to
complaint handling and other matters. He also acts as Information officer, responds to
citizensʹ requests for access to documents and/or information, and manages the
Ombudsmanʹs archives and library.
Main managerial responsibilities
1. Dealing with complaints from citizens
Handling of all complaints that are outside the Ombudsman’s mandate.
Ensuring the registration of all complaints, inquiry and query related
documents and data, and the maintenance and continuous
improvement of the Ombudsman’s IT case management infrastructure.
Ensuring the regular updating of the registration manual, and
contributes to the directors’ regular updating of the Ombudsman’s case
2. Dealing with requests from citizens as the Ombudsman’s Information
The Institution’s public register and the related IT infrastructure.
Responding to requests for access to documents whenever such requests
are not more appropriately dealt with by another person or service.
Replying to the bulk of regular requests for factual information from
citizens, and for ensuring the good functioning of the Institution’s
1 avenue du Président Robert Schuman
T. + 33 (0)3 88 17 23 13
F. + 33 (0)3 88 17 90 62
F - 67001 Strasbourg Cedex
3. Dealing with the registration and archiving of documents
The Head of the Registry keeps information on the short and long term
record keeping of all the Institution’s services, and provides appropriate
guidance to the services for their record keeping tasks.
The Institution’s central IT registration tool for correspondence and
internal documents not related to the handling of complaints, inquiries
The historical archiving of the Institution’s documents. Responsible for
the Institution’s participation at the EU institutions’ inter‐institutional
archives group. Responsible for maintaining the Ombudsman’s
collection of external publications.