Case Manager (Ombudsperson)

Application Deadline :21-Nov-06 (Midnight New York, USA)
Type of Contract :100 Series
Post Number :11115
Post Level :P-3
Languages Required :
English   French   Spanish  
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :One year
Expected Duration of Assignment :One year

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.

UNDP does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment, and discrimination. All selected candidates will, therefore, undergo rigorous reference and background checks.


As an exception to the established QUARRY mechanism for advertising all 100 Series international professional vacancies, this post is being advertised on an ad hoc basis, but adhering to QUARRY selection process.

The Office of the UNDP/UNFPA/UNICEF/UNOPS Ombudsperson, established in 2002, has expanded its services to include UNICEF staff members.  The new office will build on the current consultative, coordinated approach to effective resolution of cases.  The need has therefore been identified to create the post for a Case Manager who will be responsible for managing and coordinating cases as well as providing substantive support and input into the office’s conflict resolution functions, including coordination of field-based staff providing support in conflict resolution and helping to promote a positive work environment.

Duties and Responsibilities

Conflict resolution

  • Provide continuous and substantive input to the office’s conflict resolution functions.  Where imminent, provide initial response to situations of conflict and apply first-hand measures as appropriate, while ensuring the protection of all Ombuds principles, mainly, confidentiality and objectivity. 
  • Research and analyze issues brought to the attention of the Office; to this end, examine useful information, including current policy and case precedents.
  • Provide and maintain a positive, informative interface with clients: follow up and liaise with involved parties and provide feedback to clients in line with delegated authority.
  • Coordinate field-based staff reports and referrals as well as capacity-building training events for field-based staff selected for this purpose.

Management and coordination of cases

  • Monitor case workload in consultation with Ombudspersons; regularly track status and manage case database facilitating anonymous recording of statistics;
  • Develop an outline for Ombudsperson reports and provide support in identifying trends, in particular, by developing tools for analysis.
  • Conceptualize, implement and manage a feedback system, gauging visitor satisfaction and making recommendations for change/improvement.
  • Provide periodic consolidated Reports on trends reported from the field to be incorporated into Global Reports.


  • Promote the office profile through appropriate means, including producing and overseeing the circulation of the Ombudsletter, a periodic newsletter giving staff members informative and thought-provoking feedback on issues or trends observed.
  • Manage the content of the website and monitor all other informational material, ensuring effectiveness of communication strategy.
  • Plan and schedule regular meetings and briefings with key stakeholders, including the Staff Council and members of management; organize informational Ombudsperson presentations to staff in order to raise awareness.

Professional development and exchange

  • Provide input in sustaining inter-agency communication and exchange of information with system-wide Ombuds counterparts; 
  • Participate in high-level inter-agency meetings and assist in drafting reports and background documents.
  • Keep abreast of information for professional advancement and consistently update knowledge, in particular, by identifying and attending specialized courses in professional organizations.


  • Outstanding interpersonal qualities with the ability to put people at ease and to communicate sensitively and effectively across different constituencies;
  • Proven tact and ability to deal with confidential matters in a discreet and reliable manner with the aptitude to deal independently and as a member of a team with employees facing stressful situations; 
  • Excellent analytical and problem solving skills;
  • Ability to participate effectively in a highly team-based, information-sharing environment, collaborating and cooperating harmoniously with others;
  • Ability to set priorities and work under pressure;

Required Skills and Experience

  • Advanced university degree in Humanities, Communications, Law or related field;
  • Minimum 5 years of progressively responsible professional experience, at least three in the area of informal conflict resolution.  Excellent knowledge of the role and functions of an institutional Ombudsperson is essential;
  • Excellent verbal and written communications skills in English and in either French or Spanish.  Knowledge of another official UN language would be an asset.

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