Conflict Resolution Expert

Application Deadline :22-Aug-18 (Midnight New York, USA)
Type of Contract :Individual Contract
Post Level :International Consultant
Languages Required :
Starting Date :
(date when the selected candidate is expected to start)
Duration of Initial Contract :One year with possibility for extension
Expected Duration of Assignment :Maximum 3 years


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 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.


  • 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.



  • 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;


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.


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


  • Advanced university degree (Master's degree or equivalent) in alternative dispute resolution, human resources management, law, social sciences or related areas. Training in conflict resolution is required, preferably in Ombudsman services.

Work Experience:

  • A minimum of ten years of experience, including five at the international level, in conflict management and alternative dispute resolution. Work experience in an ombudsman office is highly desirable. Previous experience with the UN system is a very strong asset.


  • For this consultancy, fluency in English (both oral and written) is required. Proficiency in Spanish or French is a very strong asset.

Contract Management

The Office shall request the Consultant to report on a quarterly basis and shall monitor regularly their performance based on the following Key Performance Indicators (KPIs):

KPI 1 - Quality of interventions carried out, as instructed;

KPI 2 - Feedback from Office visitors.

If the Consultant fails to meet the Office performance requirements detailed above, s/he will receive in the first instance a warning to improve their performance. Continued failure to meet performance requirements may result in the termination of the IC. Either the Office or the Consultant can terminate the contract, for convenience, by providing the other party at least 14 calendar days of notice.

Evaluation Method and Criteria

The selection of the Consultant shall be made in accordance with the quality and cost-based selection method (70% technical component; 30% cost component)

For the technical component, the ranking of Consultants shall be made based on proposals that are (a) responsive / compliant / acceptable; and (b) have received the highest score out the weighted technical criteria below:

Knowledge and experience in conflict resolution– Max 20 points;

Knowledge and experience in Ombudsman work– Max 15 points;

Knowledge and experience of the United Nations organizational structure, rules and policies - Max 15 points;

Other- special skills, languages- Max 10 points;

Interview- Max 10 points.

Only candidates obtaining a minimum of 49 points (70% of the total technical points) will proceed in the selection process and may be invited for an interview with the selection panel.  These candidates will be requested to submit a financial proposal which, as noted, is worth 30% of the final combined score.

Application Process and Documentation required

Interested candidates should follow UNDP standard application procedure, mindful of the following instructions:

In the online form, candidates will be prompted to provide a brief description of why the individual considers him/herself as suitable for the assignment. Candidates will then be provided the possibility of uploading their CV. At this stage, candidates should NOT include any financial proposal.  Candidates who provide their financial proposal before being asked to do so by the Office will be immediately excluded from the selection process.

After the technical evaluation, candidates notified that they have obtained at least 49 points on the technical score will be requested to complete and send a UNDP Personal History Form, including references, as well as a duly completed letter of confirmation of interest and availability, which includes the financial proposal.


For inquiries please write to specifying Conflict Resolution Expert as the subject of email.


UNDP’s Individual Consultant’s General Terms and Conditions are provided here:


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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.

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