Tiered Approach
In line with the commitment to safeguard capacity and support personnel already in the Organization, a majority of UNDP UNCDF/UNV vacancies are advertised using a tiered application process whereby:
Tier 0: UNDP/UNCDF/UNV IP staff holding permanent (PA) and fixed-term (FTA) appointments, whose posts will be abolished, or contracts will be terminated or not renewed during 2026.
Tier 1: Other UNDP/UNCDF/UNV staff holding permanent (PA) and fixed-term (FTA) appointments
Tier 2: UNDP/UNCDF/UNV staff holding temporary appointments (TA), personnel on regular PSA contracts, and Expert and Specialist UN Volunteers
Tier 3 or no tier indicated: All other contract types from UNDP/UNCDF/UNV and other agencies, and other external candidates
Please make note of the Tier(s) indicated in the vacancy title, if any, and ensure that you satisfy the eligibility to apply.
Office/Unit/Project Description
The United Nations Volunteers (UNV) programme contributes to peace and development through volunteerism worldwide. UNV works with partners to integrate qualified, highly motivated and well supported UN Volunteers into development programming and promote the value and global recognition of volunteerism. UNV is active in around 130 countries every year. With field presences in over 60 countries, UNV is represented worldwide. UNV is administered by the United Nations Development Programme (UNDP).
The Human Resources Section supports UNV in achieving its mandate, business plan and staff performance objectives by partnering with senior and line management to meet UNV’s strategic HR requirements, and by designing/implementing services and initiatives to attract, develop, motivate, and retain staff and personnel with the best talents to match UNV’s needs. The Human Resources Section operates within the framework of UNDP’s human resources policies and systems.
The Capacity Development team, as part of the Human Resources Section (HRS), leads the design and delivery of all learning activities for UN Volunteers serving with UN agencies globally.
UNV provides serving UN Volunteers and staff with access to learning programmes and services which include but are not limited to learning platforms (UNV e-Campus), onboarding portal, UN mandatory courses (online) and UNV e-courses, LinkedIn Learning, Rosetta Stone, Coursera, UNITAR online courses and individual coaching. Live Online workshops and in-person learning programmes on the ground are regularly offered to specific target audiences at the local and regional levels. Depending on business priorities, learning programmes focused on strategic initiatives are delivered as well.
Scope of Work
UNV Coaching Programme
UNV Coaching Programme is an inter-institutional initiative where certified coaches from the UN system and beyond offer pro-bono coaching services to serving UN Volunteers.
- Support email communication with certified coaches and assist with their onboarding and engagement activities.
- Assist in the dissemination of learning and periodic communication products, such as newsletters, announcements, guidance notes, and micro-learning videos for both coaches and volunteers.
- Provide monitoring support by tracking registration lists, volunteer-coach matching sheets, and bi-monthly promotional webinars in multiple languages (English, French, Spanish).
- Maintain and update coach and volunteer data systems for reporting purposes
- Support in maintaining dashboards, coaching systems and platforms, and submitting quarterly reports.
UNV Learning Helpdesk
The UNV Learning Helpdesk provides first-line support to UN Volunteers and personnel on all matters related to UNV learning platforms, online courses, and training processes. It assists users with technical issues, enrolment guidance, troubleshooting, and navigation of Moodle-based learning systems.
Respond to SalesForce queries on accessing learning programmes, platform usage, troubleshooting, and best practices.
- Escalate and follow up on complex and technical helpdesk queries with relevant focal persons and service providers to ensure timely and accurate resolution.
- Support enrollment of UN Volunteers on external platforms and coordinate with platform providers to resolve related issues.
- Prepare standard template responses and FAQs on Level 0 helpdesk queries to support implementation of a chatbot and transfer knowledge to the UNV General Service Desk.
- Assist with data compilation, and basic analysis and reporting on helpdesk queries and volunteer learning metrics to identify trends and areas for improvement.
UNV Learning Portfolio Delivery
- Support the logistics for online workshops and webinars across UN Volunteer learning programmes.
- Assist in participant communication and feedback processes in UN languages, including outreach, reminders, and post-session follow-ups.
- Compile participant feedback and data.
Crosscutting
- Ensure compliance with data protection and confidentiality standards.
- Provide inputs to continuous improvement of learning processes and tools.
- Perform any other related tasks that contribute to the effective implementation and delivery of UNV learning initiatives.
Institutional Arrangement
The Clerk, Capacity Development for UN Volunteers reports to the Learning Analyst will work in close collaboration with the Capacity Development Team and the Volunteer Solutions Section to ensure consistent service delivery.
Competencies
CORE
Achieve Results
- Plans and monitors own work, pays attention to details, delivers quality work by deadline
Think Innovatively:
- Open to creative ideas/known risks, is pragmatic problem solver, makes improvements
Learn Continuously:
- Open minded and curious, shares knowledge, learns from mistakes, asks for feedback
Adapt with Agility:
- Adapts to change, constructively handles ambiguity/uncertainty, is flexible
Act with Determination:
- Shows drive and motivation, able to deliver calmly in face of adversity, confident
Engage and Partner:
- Demonstrates compassion/understanding towards others, forms positive relationships
Enable Diversity and Inclusion:
- Appreciate/respect differences, aware of unconscious bias, confront discrimination
Cross-Functional & Technical competencies
Communication:
- Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience
- Ability to manage communications internally and externally, through media, social media and other appropriate channels
Knowledge Generation:
- Ability to research and turn information into useful knowledge, relevant for context, or responsive to a stated need
Customer Satisfaction/Client Management
- Ability to respond timely and appropriately with a sense of urgency, provide consistent solutions, and deliver timely and quality results and/or solutions to fulfil and understand the real customers' needs.
- Provide inputs to the development of customer service strategy.
- Look for ways to add value beyond clients' immediate requests
- Ability to anticipate client's upcoming needs and concerns
Data literacy
- Understand the potential as well as the limitations of using data driven innovation
- Ability to use a mix of data sources (quantitative, qualitative or real-time techniques) to develop understanding, identify patterns to inform decision making or identify opportunities for further exploration
L&D planning
• Ability to identify organizational learning priorities aligned with the business strategy using key stakeholder involvement to ensure appropriate learning and optimal return-on-investment
Required Skills and Experience
Education:
- Completion of secondary education
Experience
- A minimum of three (3) years (with high school diploma) of relevant work experience in learning programme coordination, facilitation, service desk delivery or similar; or no experience (with bachelor’s degree)
- Hands-on experience in supporting operations in:
o global coaching / mentoring programme administration.
o virtual workshop & webinar coordination/facilitation.
- Practical experience working with Moodle or other learning management systems.
- Experience using computers and basic artificial intelligence–assisted tools to support daily tasks.
- Experience providing administrative or logistical support for online learning programmes.
- Experience working in the United Nations or an international development organization is desired.
- Prior experience serving as a UN Volunteer is desired.
- Demonstrated experience in maintaining rosters & trackers is desired
- Demonstrated ability to handle queries and requests in a timely and service-oriented manner is desired.
- Strong problem-solving skills and ability to work collaboratively within a team, including remotely is desired.
- Fluency in English as well as Spanish or French
Disclaimer:
Only short-listed applicants will be contacted.
The successful candidate will hold a UNDP IPSA contract.
This vacancy announcement is open to Tier 0,1, 2 and 3 candidates.
Equal opportunity
As an equal opportunity employer, UNDP values diversity as an expression of the multiplicity of nations and cultures where we operate and, as such, we encourage qualified applicants from all backgrounds to apply for roles in the organization. Our employment decisions are based on merit and suitability for the role, without discrimination.
UNDP is also committed to creating an inclusive workplace where all personnel are empowered to contribute to our mission, are valued, can thrive, and benefit from career opportunities that are open to all.
Sexual harassment, exploitation, and abuse of authority
UNDP does not tolerate harassment, sexual harassment, exploitation, discrimination and abuse of authority. All selected candidates, therefore, undergo relevant checks and are expected to adhere to the respective standards and principles.
Right to select multiple candidates
UNDP reserves the right to select one or more candidates from this vacancy announcement. We may also retain applications and consider candidates applying to this post for other similar positions with UNDP at the same grade level and with similar job description, experience and educational requirements.
Scam alert
UNDP does not charge a fee at any stage of its recruitment process. For further information, please see www.undp.org/scam-alert.