Conflict Resolution Officer, P4

UN Office of the United Nations Ombudsman and Mediation Services
  • Location
    New York, New York
  • Sector
    Non Profit
  • Experience
    Mid Career
  • Apply by
  • Posted
    Nov 16

Position description

Org. Setting and Reporting

The Office of the United Nations Ombudsman and Mediation Services (UNOMS) acts as an independent confidential and neutral dispute resolution resource to provide a safe setting in which all staff members feel comfortable in being able to bring forward issues or concerns. The Office seeks to: resolve conflicts expeditiously and effectively through ombudsing and mediation; identify system issues, trends and patterns and thus facilitate changes at the systemic level (policies, procedures, practice, structures, culture or attitude), encourage and, where applicable, assist in developing a deeper understanding of conflict prevention, conflict management and conflict resolution, while exploring opportunities for preventive practices; internally, team members work together as a team to support effective performance and apply professional standards to achieve common goals and objectives.

The position is located in New York. The incumbent will report directly to the Chief of Office.


Within delegated authority, the incumbent will be responsible for the following duties:

1. Handle cases of staff members and other personnel with access to the Office of Ombudsman and Mediation Services with a view to resolving any workplace concerns they bring to the Office. Such handling of cases must be guided by a full understanding of the principles of confidentiality, independence, neutrality and impartiality.

  • Identify options for next steps/resolution of the matter within the United Nations (UN) system and its rules, including the provision of relevant information and referrals.
  • Provide conflict coaching with a view to helping the visitors resolve their issues without referral to higher levels or formal means.
  • Conduct informal fact-finding if visitor agrees. This involves contacts with other parties involved, such as supervisors, human resources personnel and administrators.
  • Undertake shuttle diplomacy between the visitor and the respective colleagues involved until the parties are ready to talk to each other directly or otherwise reach a better understanding of each other's positions and can reach a mutually acceptable solution. This involves discussions with senior management.
  • Mediate or facilitate the negotiations of the parties involved as a third-party neutral.

2. Provide substantive input on conflict resolution matters to the Chief of Office and contribute to the drafting of reports and other materials.

3. Serve as principal case assignment officer and database management focal point, undertaking the collection and analysis of data from the database, surveys and related sources and prepare reports as required.

4. Keep abreast of matters relating to policies, regulations, and rules affecting staff, as well as proceedings in the formal part of the system of administration of justice and bring relevant issues to the attention of the Chief of Office.

5. Develop and conduct outreach activities such as workshops and training with a focus on conflict prevention and skills-based conflict competence, including developing helpful tools and presentations.

6. Undertake missions to UN offices and field missions, as required, to provide conflict resolution services.

7. Contribute to identifying systemic issues arising from the individual cases handled and lessons learned.

8. Perform other duties, as assigned.


  • Professionalism: Demonstrated professional competence in conflict resolution, seeking fair and equitable solutions to and prevention of employment related problems. Knowledge of alternate dispute and conflict resolution mechanisms. Knowledge of the Organization's human resources policies and procedures. Ability to network and maintain excellent relationships with a wide variety of partners and stakeholders. Ability to work in an international setting and operate effectively across organizational boundaries; respect for and understanding of diversity, including its impact on workplace issues and conflict and possible resolution. Shows pride in work and in achievements; demonstrates professional competence and mastery of subject matter; is conscientious and efficient in meeting commitments, observing deadlines and achieving results; is motivated by professional rather than personal concerns; shows persistence when faced with difficult problems or challenges; remains calm in stressful situations. Takes responsibility for incorporating gender perspectives and ensuring the equal participation of women and men in all areas of work.
  • 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.


Advanced university degree (Master's degree or equivalent degree) in administration, dispute resolution, human resources management, law, organizational development, counselling, or related area. A first-level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree. Training in alternative dispute resolution is desirable.

Work Experience

A minimum of seven years of progressively responsible professional experience in conflict resolution, law, administration, human resources management, social sciences or related field is required. Experience working as an Ombudsman or Conflict Resolution Practitioner is desirable. Experience working with conflict resolution issues arising in field operations is desirable.


English and French are the working languages of the United Nations Secretariat. For the position advertised, fluency in English is required. Knowledge of French is desirable. Knowledge of another official UN language is desirable.

Application instructions

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