Expert Dispute Resolution Practitioner, Stakeholder Response Mechanism at UNDP

Background Information - UNOPS

UNOPS mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner.
Within these three core areas of expertise, UNOPS provides its partners with advisory, implementation and transactional services, with projects ranging from building schools and hospitals, to procuring goods and services and training local personnel.  UNOPS works closely with governments and communities to ensure increased economic, social and environmental sustainability for the projects we support, with a focus on developing national capacity.
Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices in development, humanitarian and peacebuilding contexts, always satisfying or surpassing partner expectations.
We employ more than 6,000 personnel and on behalf of our partners create thousands more work opportunities in local communities.  Through our headquarters in Copenhagen, Denmark and a network of offices, we oversee activities in more than 80 countries.

Background information - GPSO

Based in Copenhagen, Denmark, the Global Portfolio Services Office (GPSO) develops and manages a portfolio of projects and services delivered in various locations across the globe. 

GPSO supports partners such as the World Bank, the European Union, the Department of Peacekeeping operations, the United Nations Mine Action Service, the Global Fund, and the Millennium Challenge Corporation, amongst others.

This global portfolio constitutes a substantial volume of UNOPS project delivery.

Background Information - Development Group Cluster

UNOPS Development Group Cluster is based in the GPSO - New York Office and supports a diverse and complex portfolio including partners such as the United Nations Development Programme (the Bureau for Development Policy, the Special Unit for South-South Cooperation), the United Nations Population Fund, the United Nations Secretariat and a broadening community of primarily New York-based UN partners in the delivery of project management, implementation and administration services.

Background Information - Job-specific

UNDP has recently established a corporate grievance, or dispute resolution mechanism, called the Stakeholder Response Mechanism (SRM), which will provide a supplemental, formal avenue for stakeholders to engage with UNDP.  The SRM will be available to stakeholders when they believe that a UNDP project may have adverse social or environmental impacts on them; they have raised their concerns with Implementing Partners and/or with UNDP through standard channels for stakeholder consultation and engagement; and they have not been satisfied with the response.  The SRM provides a way for UNDP to address these situations systematically, predictably, expeditiously, and transparently.  Through the SRM, UNDP Country Offices, Regional Bureaux and Service Centers and Headquarters collaborate in a thorough, good faith effort to resolve outstanding concerns to the satisfaction of all parties, and to document the results to ensure accountability and promote organizational learning.

For more information see:

Functional Responsibilities

UNDP is seeking an experienced practitioner of dispute resolution in international development contexts, preferably with direct experience and expertise in the design and management of project/organizational grievance response mechanisms.  The creation of the SRM offers a unique opportunity for a skilled professional to help launch an important problem-solving mechanism for a major international development agency, and to support UNDP Country Offices around the world in responding to SRM requests.  This is an initial, one-year contract position with an option to renew, based on performance and achievements in the first year.  

Specific tasks include:

  • Provide backstopping and technical advice to country-level and regionally-supported response to project related grievances;
  • Maintain a global case management system to track all grievances;
  • Maintain a roster of effective dispute resolution professionals;
  • Liaise with the Social and Environmental Compliance Unit (SECU/OAI) on requests that include compliance issues;
  • Lead in the response to grievances when it cannot be done impartially and/or effectively at the country level;
  • Provide technical advisory services on strengthening and establishing national grievance redress mechanisms;
  • Conduct public outreach to inform global stakeholders about the SRM and support COs in performing parallel outreach at country level;
  • Coordinate trainings for UNDP staff at all levels on the SRM; and
  • Track SRM cases, collect lessons learned, and report annually on the SRM to corporate management, Regional Bureaux and COs.

Monitoring and Progress Controls

  • Global case management system to track grievances established and functioning;
  • Roster of effective dispute resolution professionals across all regions developed;
  • Public website elaborated;
  • Targeted training packages on new corporate grievance mechanism developed and disseminated
  • UNDP grievance cases tracked, analyzed, lessons collected and disseminated
  •  A steady rise in awareness and understanding of value and application of SRM across country offices and regional service centers



  • Identifies key strategic issues, opportunities and risks;

Leadership and Self-Management:

  • Consistently approaches work with energy and a positive, constructive attitude;
  • Leads by example;
  • Remains calm and in control even under pressure;
  • Reacts positively to feedback;
  • Creates an enabling work environment;
  • Leads and gains the assistance and cooperation of others in a team endeavor;

Knowledge Management:

  • Shares knowledge and experience;
  • Demonstrates conceptual, analytical and evaluative skills;
  • Keeps abreast of new developments in the professional disciplines and continually improves his/her proficiency

Client Orientation:

  • Identifies the needs of clients and stakeholders and appropriate solutions;
  • Establishes and maintains productive partnerships with clients and stakeholders.


  • Demonstrates excellent communication and presentation skills and strong representational abilities
  • Effectively integrates the concerns and interests of project stakeholders and partners in responding to grievances and disputes.

Independence, objectivity and confidentiality: 

  • Maintains the independence of the Stakeholder Response Mechanism;
  • Acts impartially and objectively;
  • Is prudent in the use and protection of information acquired in the course of his/her duties.


Advanced degree(s) in conflict/dispute resolution, international development, law, public policy, and/or related field.


  • At least 10 years of relevant experience including progressively responsible experience and demonstrated personal competence in conflict/dispute resolution applied in international development contexts.
  • Experience in managing grievance response mechanisms, and experience in advising and supporting field-based colleagues on stakeholder engagement and dispute resolution from a non-field position, is highly desirable.
  • Experience in implementing or evaluating stakeholder assessment and engagement practices and procedures within an international development context.
  • Familiarity with the social and environmental safeguard policies of international institutions
  • Expertise in the design and use of accountability mechanisms.
  • Experience in negotiation and consensus building among multiple stakeholders, especially related to natural resource management and REDD+ is a strong asset.
  • Direct experience with UNDP’s programming, projects and work with implementing partners an asset.     


Fluency in English required; proficiency in French and/or Spanish a distinct advantage.

Job title: Expert Dispute Resolution Practitioner, Stakeholder Response Mechanism

Location: New York

Contract: 12 months (with possibility of renewal)

Closing date: 31 March 2015