Background
The Office of the Ombudsman for United Nations funds and programmes (the “Office”) is established as an informal pillar of the system of administration of justice within the UN to make available the services of impartial and independent persons to address the work-related issues of staff members and non-staff personnel of the UN funds and programmes serving UNDP, UNFPA, UNICEF, UNOPS and UN Women.
The overall objective of this consultancy for the Senior Conflict Resolution Expert (the “Consultant”) is to enhance the operational capacity of delivery of ombudsman and mediation services of the Office.
Duties and Responsibilities
Under the direct supervision of the Ombudsman, the Consultant will be responsible for the following duties:
- Support the Office by providing conflict management services to funds and programmes’ staff members and non-staff personnel, as applicable;
- Inform parties in potential or active disputes about informal dispute resolution process;
- Facilitate informal resolution of workplace conflicts helping all parties to explore options and engage in a voluntary and confidential process, acting as a neutral third-party;
- Maintain neutrality and impartiality towards all parties and confidentiality within the process, gather information as appropriate, and help parties identify and understand issues and interests, explore options, and generate solutions to which all parties agree;
- Work collaboratively with relevant actors in the various offices to facilitate informal resolution to employment related problems raised by the parties, when requested;
- Offer creative and expert advice on the best service or dispute resolution technique to meet the visitor's needs and preferences;
- Where required, assist in following up with the parties after informal resolution to receive feedback and to advise clients of further services;
- Travel to field offices to respond to conflict situations, as required;
- Perform other duties to support the Office in non-core functions, as assigned.
Deliverables
- Manage cases and tasks assigned in an effective and timely manner;
- Maintain Ombudsman adequately informed of developments and matters requiring particular/immediate attention;
Perform all additional tasks in effective and timely manner and in accordance to pertinent instructions provided by the Office.
Competencies
Professionalism:
- Knowledge and experience of conflict resolution, with particular reference to the work of Ombudsman offices;
- Knowledge and experience of the United Nations organizational structure, rules and policies;
- Ability to establish and maintain confidentiality;
Communication:
Speaks and writes clearly and effectively; Listens to others, correctly interprets messages from others and responds appropriately; Asks questions to clarify, and exhibits interest in having two-way communication; Tailors language, tone, style and format to match the audience; Demonstrates openness in sharing information and keeping people informed.
Client Orientation:
Considers all those to whom services are provided to be "clients" and seeks to see things from clients' point of view; Establishes and maintains productive partnerships with clients by gaining their trust and respect; Identifies clients' needs and matches them to appropriate solutions; Monitors ongoing developments inside and outside the clients' environment to keep informed and anticipate problems; Keeps clients informed of progress or setbacks in projects; Meets timeline for delivery of products or services to client.
Judgement/Decision-making:
Identifies the key issues in a complex situation, and comes to the heart of the problem quickly; gathers relevant information before making a decision; considers positive and negative impacts of decisions prior to making them; takes decisions with an eye to the impact on others and on the Organization; proposes a course of action or makes a recommendation based on all available information; checks assumptions against facts; determines the actions proposed will satisfy the expressed and underlying needs for the decision; makes tough decisions when necessary.
Required Skills and Experience
Education:
Advanced university degree (Master's degree or equivalent) in alternative dispute resolution, human resources management, law, humanities, social sciences or related area. Training in conflict resolution is required, preferably in Ombudsman services.
Work Experience:
A minimum of fifteen years of progressively responsible managerial experience, including ten at the international level, in conflict management and alternative dispute resolution, or related fields. Work experience in an ombudsman office is highly desirable. Previous experience with the UN system is required.
Languages:
For this consultancy, fluency in English (both oral and written) is required. Proficiency in other UN official languages is a strong asset.
Travel
In the event that travel is requested by the Office, such travel shall be at the Office’s expense and the Consultant shall receive a Living Allowance (LA) not to exceed United Nations daily subsistence allowance rate in such other location(s). Applicants, therefore, must not include any travel expenses, or LA, in their financial proposal.
Evaluation Method
Consultants will be evaluated based on UNDP’s cumulative analysis method. When using this weighted scoring method, the award of the contract shall be made to the consultant whose offer has been evaluated and determined as:
- Responsive/compliant/acceptable; and
- Having received the highest score out of a pre-determined set of weighted technical (70%) and financial (30%) criteria.
Evaluation Criteria:
70%: Technical (based on CV and interview)
- Experience (70%)
- Interview (30%)
30%: Financial Proposal
Application Requirements:
- P11 Personal History Form; accompanied by Cover letter
- Comprehensive daily fee
References
UNDP’s Individual Consultant’s General Terms and Conditions are provided here:
Inquiries
For inquiries please write to ombudsmediation@fpombudsman.org specifying Conflict Resolution Expert in the subject of email.