Conflict Resolution Officer

United Nations

Entebbe, Uganda


Under the direct supervision of the Regional Ombudsman as First Reporting Officer and the Chief of Office as Second Reporting Officer, the Conflict Resolution Officer will be responsible for the following duties:

  • Handle cases of staff members and other personnel with access to the Office of the Ombudsman and Mediation Services (visitors) 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 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, i.e., facilitate the negotiations of the parties involved as a third-party neutral;
    • Conduct regular official visits to provide in-person informal conflict resolution services to staff members serving in the Entebbe Regional Service Center, MONUSCO, and other peacekeeping missions;
    • On a flexible basis, and depending on need, conduct extended official visits to provide in-person informal conflict resolution services to staff members serving in any other locations/missions as required by the UNOMS.

The services are carried out through in-person meetings or remotely through secure and confidential means of communication to service staff in the field and away from Headquarters. As the cases require, the incumbent also briefs and discusses with senior management. The incumbent also serves staff in the field through field mission visits and subsequent mission reports.

  • Contribute to identifying systemic issues arising from the individual cases handled and lessons learned, by:
    • Contributing to writing the annual report to the General Assembly with respect to the identification of systemic issues and recommendation for addressing them;
    • Identifying lessons learned for both feedback into the system through other avenues than the annual report to the General Assembly as part of the Ombudsman’s mandate to identify systemic issues for internal lessons learned for developing state-of-the-art and client oriented Ombudsman practice within UNOMS.
  • Take the lead in drafting and continuously updating Standard Operating Procedures (SOPs) for the office in support of the Director of the Office;
  • Make presentations to various audiences as part of the outreach efforts and contribute to conflict resolution trainings supported by UNOMS;
  • Keep abreast of developments in the field of conflict resolution and within the Organization, especially in the field of human resources policies and practices;
  • Perform any other duties or special projects to support UNOMS in carrying out its functions, as assigned, including research in the field of conflict resolution and contributions to reports;
  • Back up the Regional Ombudsman in his or her absence.


  • 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 law, administration, human resources, social sciences or related field. A first level university degree in combination with two additional years of qualifying experience may be accepted in lieu of the advanced university degree.

Work Experience

A minimum of seven years of progressively responsible experience in conflict resolution, law, human resources, administration or social sciences is required. Experience in conflict resolution and providing conflict resolution training is required. Experience working in a multicultural organizational setting is desirable.


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

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