Organizational Setting and Work Relationships
UNHCR’s Office of the Ombudsman is one of the three constituencies of the United Nations Office of the Ombudsman and Mediation Services (UNOMS) and, as such, represents the informal component of the UN administration of justice system. The Office of the Ombudsman provides confidential, impartial, independent, and informal advice and support to individual personnel or groups of personnel of UNHCR regardless of contractual status, in the resolution of grievances, conflicts, problems and concerns arising in the workplace. The Conflict Resolution and Mediation Officer is responsible for informal conflict resolution combined with assisting the Office of the Ombudsman with coordination of global data and information activities of the Office of the Ombudsman. The incumbent will provide informal conflict resolution and mediation services and assist the Office of the Ombudsman globally. The global support provided by the Conflict Resolution and Mediation will include serving as focal point for data, information management and technical support in the Office of the Ombudsman. These activities will cover the assessment, design, implementation, monitoring and evaluation of data and statistical activities and development of technical tools of the Office of the Ombudsman, to support proactively the addressing of conflicts, and monitoring and reporting of the activities of the Office. The Conflict Resolution and Mediation Officer will report to the Ombudsman and Mediator. The incumbent will collaborate closely with counterparts in the Psychosocial Wellbeing Section, the Ethics Office, the Inspector General’s Office, and the Legal Affairs Service, as well as the network of Peer Advisors, in HQ, Bureaus and Country Operations. Such interactions are conducted in a manner which ensures the maintenance of the Office of the Ombudsman’s core principles of confidentiality, independence, informality, and impartiality.
All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.
– Provide an impartial, independent and informal conflict resolution mechanism for addressing the employment-related concerns of UNHCR personnel.
– Conduct mediations, facilitated dialogues and other conflict resolution processes, including mediations referred by the DHC and UN Dispute Tribunal (UNDT).
– Conduct in informal and independent fact-finding as required on issues brought to the attention of the Office of the Ombudsman.
– Offer information and awareness raising for personnel about the functions and mandate of the Ombudsman within the framework of the overall information and communication plan.
– Conduct outreach for conflict resolution, including through field missions.
– Coordinate data and information management activities in the Ombudsman Office: o Consolidate data and information for the Ombudsman Office. o Prepare monthly reports including visitor data and trend analysis for the Ombudsman Office. o Develop information management products such as indicators, templates, maps and dashboards including a comprehensive reporting template for the monthly reports, annual report and thematic reporting of the Office of the Ombudsman.
– Design and implement technical tools such as team mediation surveys and conduct and present analysis to support conflict resolution.
– Manage the collection, storage, management and protection of data of the Office of the Ombudsman.
– Provide technical and training support to staff of the Office of the Ombudsman.
– Perform other related duties as required.
Education & Professional Work Experience Years of Experience / Degree Level For P3/NOC – 6 years relevant experience with Undergraduate degree; or 5 years relevant experience with Graduate degree; or 4 years relevant experience with Doctorate degree Field(s) of Education Social Science; Psychology; Law; Statistics; Information Management; Data Science; Geographic Information Systems (GIS); Computer Science or other relevant field. (Field(s) of Education marked with an asterisk* are essential) Certificates and/or Licenses Mediation (Certificates and Licenses marked with an asterisk* are essential)
Relevant Job Experience
Demonstrated professional knowledge ¿ e.g. must have undertaken the International Ombudsman Association’s Foundations of Organizational Ombuds Practice course, and/or the IOA¿s core course and/or gained IOA CO-OP qualifications, as well as relevant mediation accreditation certification. 2 years in fields relevant to conflict resolution and mediation. 3 years in data or statistical field, 2 years in international context. Experience with data sharing, data management and data analysis to support policy formulation and implementation.
Desirable Knowledge of national and international statistical systems; experience in data collection and analysis in field situations.
Functional Skills WB-Mediation WB-Counselling DM-Data collection methodologies DM-Data Management DM-Database Design & Development MS-Data Collection Analysis IM-Statistics Analysis DM-Protection Data Management Systems (Functional Skills marked with an asterisk* are essential) Language Requirements For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English. For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language. For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.
All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power. As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise. This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.
Desired Candidate Profile
The Conflict Resolution and Mediation Officer – Systemics will perform his/her duties under the overall guidance and direct supervision of the Ombudsman and Mediator. In discharging the daily functions, the Conflict Resolution and Mediation Officer – Systemics works closely with colleagues across the organization with relevant counterparts in a manner which ensures the maintenance of confidentiality, impartiality, independence and informality.
The primary focus of the Conflict Resolution Officer and Mediation Officer – Systemics is to maintain and update tracking systems to track all systemic trends from case management, mission reports, meetings’ notes to the file and surveys and to manage the case intake system to make available reports on statistical trends and systemic trends for further analysis. Missions to the field may be undertaken, if required, including where delivery of workshops and other work of the Ombudsman and Mediator is needed.
The candidate must have good knowledge and experience of research, identification, analysis, and interpretation of information for trends or patterns to identify policies, procedures and practices that cause tension or conflict and participate in analyzing the trends. The candidate is required to develop qualitative and quantitative processes to capture and analyze systemic trends in specific operations as well in UNHCR as an institution. S/he will conduct a cross-cutting review of all cases to identify systemic issues and act as focal point of the Office of Ombudsman and Mediator to the various case management systems of UNHCR (support desk, triage team, integrity, etc).
The candidate must have good knowledge of the practice of the UN Administration and Justice System. S/he must have completed specialized training by the International Ombudsman Association and a professional mediator is an important qualification, along with the ability to demonstrate success rates in conflict resolution and mediation, including through positive conclusions to cases facilitated. As the Conflict Resolution and Mediation Officer – Systemics, deals with cases of a highly sensitive nature, where there is a need to speak up without fear or favour, s/he needs to show experience in abiding by the United Nations Ombudsman and Mediation Servicess core principles (independence, confidentiality, informality and impartiality). Professional experience in information management, data collection and analysis, expertise in conducting surveys and proven presentation skills and reporting. The candidate should also demonstrate analytical skills and have experience in policy development and implementation. Candidates who are applying for the position should demonstrate professional credentials related to the ombuds and mediation functions (e.g. International Ombudsman Associations Foundations of Organizational Ombuds Practice course, and/or the IOA`s core course and/or gained IOA CO-OP qualifications, as well as relevant mediation accreditation certification).
The ideal candidate will be fluent in English. A working knowledge of another UN official language is desirable but not essential.
Required languages (expected Overall ability is at least B2 level):
Occupational Safety and Health Considerations:
To view occupational safety and health considerations for this duty station, please visit this link:
Nature of Position:
UNHCR’s Office of the Ombudsman and Mediator is one of the three constituencies of the United Nations Office of the Ombudsman and Mediation Services (UNOMS) and, as such, represents the informal component of the system of administration of justice of the United Nations. The Office of the Ombudsman and Mediator provides confidential, impartial, independent, and informal services to individual personnel or groups of personnel of UNHCR regardless of contractual status, in the resolution of grievances, conflicts, problems and concerns arising in the workplace. The Office of Ombudsman and Mediator also assist the institution to identify and address systemic issues as well becoming conflict competent.
The Conflict Resolution and Mediation Officer – Systemics is responsible for coordinating systemic issues arising from individual and group cases as well from engagement with stakeholders and outreach activities. The incumbent will provide informal conflict resolution and mediation services and assist the Office of the Ombudsman and Mediator globally. The global support provided by the Conflict Resolution and Mediation Officer – Systemics will include serving as focal point for data management, outreach and information management in the Office of the Ombudsman and Mediator. These activities will cover the designing of data entry programs (from cases and surveys), analyzing data collected for systemic trend identification, assisting in communicating identified systemic trends, monitoring trends, and development of tools and approaches that the Office of the Ombudsman and Mediator could use to support proactively the identification and addressing of systemic issues by the stakeholders.
The Conflict Resolution and Mediation Officer – Systemics will report to the Ombudsman and Mediator. The incumbent will collaborate closely with the Psychosocial Wellbeing Section, the Ethics Office, the Inspector General’s Office, the Senior Victim Care Officer, the Legal Affairs Service, the Division of Human Resources, the staff councils, and staff associations, the network of Peer Advisors, etc. Such interactions are conducted in a manner which ensures the maintenance of the Office of the Ombudsman’s core principles of confidentiality, independence, informality, and impartiality.
Living and Working Conditions:
CO-Publication skills, CO-Reporting skills, CO-Strategic Communication, DM-Qualitative data analysis, DM-Quantitative data analysis, IM-Statistics Analysis, MG-Client Relationship Management, MG-Workplace coaching, PG-Stakeholder Mapping and Analysis, PM-Project design and development, SO-Interpersonal skills, SO-Networking, TR-Facilitation – Virtual and face to face
BA: Computer Science (Required), BA: Data Science (Required), BA: Geographic Information Systems (GIS) (Required), BA: Information Management (Required), BA: Law (Required), BA: Psychology (Required), BA: Social Science (Required), BA: Statistics (Required)
Mediation – Other
Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Innovation & creativity, Judgement & decision making, Organizational awareness, Teamwork & collaboration, Technological awareness
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Add. 3 to Bi-annual Compendium 2022 – Part B
This position doesn’t require a functional clearance
How to apply
The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.
Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing, training or any other fees).
Closing date of receipt of applications: 16 March 2023 (midnight Geneva time)