Consultant: Case Officer

Application Deadline :04-Oct-10 (Midnight New York, USA)
Type of Contract :Individual Contract
Post Level :National Consultant
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :Six months


The Office of the Ombudsman for United Nations Funds and Programmes is dedicated to providing ombudsman and mediation services to all UNDP, UNFPA, UNICEF and UNOPS employees, including former employees and retirees regardless of their type of contract and location.

Duties and Responsibilities

Within limits of delegated authority, and under the supervision of the ombudsmen for the Funds and Programmes, the case officer performs the following duties:
  • Assists in providing impartial, independent and informal conflict-resolution service for the settlement of employment-related problems for staff members and related personnel of the funds and programmes;
  • Explores with staff members and related personnel their options and the different avenues open to them, taking into account the rights and obligations existing between the Organization and staff members or related personnel when required;
  • Participates in informal and independent fact-finding as required on issues brought to the attention of the office;
  • Conducts research and provides substantial analysis on issues of relevance to the work and mandate of the ombudsperson;
  • Provides policy advice and recommendations to the Ombudsmen, office staff and consultants on procedural and substantive issues relating to matters within the Office’s mandate;
  • Assists in identifying and analyzing policies, procedures and practices in the funds and programmes that cause tension or conflict and participates in tracking and interpreting trends;
  • Participates in drafting periodic activity reports for the Office of the Ombudsman at Headquarters providing practical recommendations for systemic changes.
  • Follows and analyzes developments pertaining to the overall United Nations administration of justice, focusing particularly on matters, policies and actions affecting participating funds and programmes;
  • Seeks information and liases with relevant HR, Legal Office and UN courts to facilitate joint efforts on issues regarding proper administration of justice;
  • Prepares studies, presentations, briefs, policy documents, and reports relevant to the work of the office, and as it relates to current casework;
  • Leads implementation and maintenance of case and data management system for the integrated and decentralized office. 
  • Provides training and guidance on the usage of the system to office staff. 
  • Participates in and follows up on the development of international ombudsman professional standards and updates processes accordingly;
  • Provides substantive input in developing and updating the office’s overall information and communication plan in the framework of a single, decentralized, integrated Ombudsman Office for the Secretariat and Funds and Programmes;
  • Provides substantive input in designing, planning and implementing training solutions at the field level to promote respect in the workplace;
  • Travels to field offices as required;
  • Performs other duties as assigned.


Alternative dispute resolution:
  • Problem-solving skills and ability to act impartially and confidentially, negotiation skills.
Judgment/decision making:
  • Good judgment, analytical and decision making skills; ability to identify the key issues in a complex situation.
  • Effective spoken, written and presentational skills;
  • excellent listening skills. 
  • Sensitivity to cultural nuances.
Client orientation and building trust:
  • Ability to identify visitor’s needs and to develop appropriate solutions focusing on impact and result for the client;
  • ability to establish and maintain good communication with clients by gaining their trust and respect;
  • commitment to keeping clients informed of the progress of their case;
  • commitment to providing an environment in which others can talk and act without fear of repercussion;
  • ability to handle sensitive or confidential information appropriately.
  • Ability to demonstrate professional competence and mastery of subject matter; conscientious and efficient in meeting commitments, observing deadlines and achieving results.  
  • Ability to operate effectively across organizational boundaries;
  • ability to establish and maintain effective working relationships in a multi-cultural, multi-ethnic environment with sensitivity and respect to diversity and gender balance.
Technology awareness:
  • Advanced proficiency in information communication technology (ICT);
  • ability to manage ICT tools, including website and case monitoring and analysis system.

Required Skills and Experience

  • Advanced university degree (Master’s degree or equivalent), in humanities, communications, law, administration, human resources management, communications or other relevant discipline.
Work Experience: 
  • Five (5) years of progressively responsible professional experience in preferably in dispute resolution fields or in the areas of human resources management or legal.
  • Training and experience in alternate conflict resolution is desirable. 
  • Knowledge and experience in information and communication required         
  • Fluency in spoken and written English;
  • Knowledge of a second UN language is a requirement.

Click here for important information for US Permanent Residents ('Green Card' holders).
UNDP is committed to achieving workforce diversity in terms of gender, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are equally encouraged to apply. All applications will be treated with the strictest confidence.

If you are experiencing difficulties with online job applications, please contact

© 2016 United Nations Development Programme