Job Description

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants. 

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn more about IOM’s workplace culture at IOM workplace culture | International Organization for Migration

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.

Organizational Context and Scope

Under the overall supervision of the FAP Senior Programme Coordinator and direct supervision of the Family Assistance Programme (FAP) National Program Coordinator, the successful candidate will be accountable and responsible for assisting the streamlining  of visa application services for the German family reunification, resettlement and evacuation caseloads.

Responsibilities

1. Oversee Program Associates undertaking communications activities related to case consultation, the information center and/or public affairs, including supporting staff development processes such as hiring, providing training, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high-quality work and the accurate completion of communications activities. 

2. Oversee communication systems utilized by FAP, including, email management systems, phone systems, websites and online case inquiry systems, walk-in case consultation spaces and waiting areas. As needed, identify system issues and potential solutions to communication challenges. 

3. In relation to case consultation, ensure case consultation spaces are as confidential as possible while remaining secure for staff members and that case consultation spaces can accommodate the existing volume of scheduled and walk-in individuals as well as potential influxes. Work with the Project Officer to ensure staff members undertaking case consultation are adequately trained and provide efficient, effective, accurate, clear and courteous information to all individuals.

4. Oversee the information center, ensuring that all communication undertaken by staff members by phone, email, through website(s) and other technological means and, if relevant, in person, are efficient, effective, accurate, clear and courteous. In coordination with the Project Officer, ensure the information provided by the FAP information center is up to date, relevant and accessible to all persons, including to at-risk individuals, and that the staff members providing the information are adequately trained.

5. In close coordination with the Project Officer, undertake activities related to public affairs, including, as assigned, planning, developing, designing, producing and distributing materials for individuals served by FAP, including print, audio, visual and online materials.

6. Utilizing reports and other oversight mechanisms, ensure the regular QC of communication tools such as email systems to ensure the accuracy and clarity of information shared with individuals as well as the FAP compliance with all Standard Operating Procedures (SOPs).  Proactively address communication-related backlogs or other issues in coordination with the management. 

7. Train other communications team members to efficiently and effectively manage communication activities, update 365 Dynamics CRM and other databases accurately and to supervise communication team members and activities. 

8. Undertake duty travel as needed to participate in communications-related activities, for meetings and for training. 

9. Assist in the day-to-day implementation of the FAP activities and provide logistical/administrative support during the set-up period; including but not limited to effective communication with Adminstration Units regarding the POs, RfPs, and other related documentation.

10. Provide migrants with accurate information in a timely manner by distributing information sheets, the Integration Handbook, DNA sampling procedures and visa requirement checklists; assisting with telephone and e-mail inquiries from applicants, sponsors and or representatives (including requirements for submitting visa applications); and informing them of any changes to visa requirements or submission procedures.

11. Monitor and ensure the quality of the visa applications, case management activities, email communication with beneficiaries, FAP database and follow-up with PAs on areas of improvement in a positive working relationship with all staff members within the FAP. 

12. Provide ad-hoc trainings to PAs to promote knowledge and application of the FAP SOPs, the guidelines, and the protection mainstreaming & vulnerability screening with the National Program Coordinator and Senior Program Associate – Quality Control and Monitoring.

13. Data Capture: Maintain high degree of skill in using IOM internal software platforms; enter required applicants’ data, lodge application documents in the required order in IOM-designated folders for applicants to submit to the Embassy at their scheduled interview appointments.;

14. Make informal translations of documents, communication and meetings for the Project Coordinator as needed;

15. Communicate with the German press, NGOs and other external German stakeholders on FAP related items in close coordination with the National Program Coordinator.

16. Responsible for archiving all documents at FAP, ensuring that all soft and hard copies are in their respective and related folders.

17. Assist with the monitoring of the emails and provide timely replies within 2 business days of all incoming emails in the different languages, as well as ensuring that the replies provided are up to the highest standards of service provision and always accurate and up to date.

18. Highlighting in coordination with the team any vulnerability cases that need support (transportation, accommodation, or referral to protection and medical) through the case management budget.

19. Control the quality of all German-related documents in FAP and ensure accurate applications are referred to the German consulate. 

     

Qualifications

Required Qualifications and Experience

Education

• University degree or equivalent in Business Management, Client Services, Social Science, or related discipline preferred; or an equivalent combination of education, training & experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Minimum 4 years (or 6 for candidates holding high school diploma) of relevant professional experience in a similar setting & capacity preferred; Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities. 

• • Demonstrated proficiency with Microsoft Office applications, including Excel, PowerPoint, Good knowledge of information technology and proficiency in Microsoft Office applications especially Excel, Word, PowerPoint and Publisher. • Previous work experience in international organizations and service industry companies would be an advantage. 

• • Strong interpersonal & intercultural skills with an attention to detail.

Position specific experience, for example:

• Experience in the usage of office software packages (MS Word, Excel, etc.) and knowledge of spreadsheet and data analysis; and,

• Experience supervising the development and implementation of administrative control procedures.

Skills

• Position specific skills, for example:

• In depth knowledge of the broad range of migration related subject areas dealt with by the Organization; and,

• Knowledge of UN and bilateral donor programming.

• Knowledge of financial rules and regulations.

• Knowledge of International Public Sector Accounting Standards (IPSAS)

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For this position, Fluency in English and German is required.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments. Working knowledge of DARI/PASHTO will be preferred.

Required Competencies

IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.

Values - all IOM staff members must abide by and demonstrate these five values:

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural indicators Level 2

• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
• Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – behavioural indicators Level 2, if with direct reports

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings. 

Notes

Please refer to this link for guidance on IOM Job Category.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.

IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.

IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.

IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.

No late applications will be accepted. Only shortlisted candidates will be contacted.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies

Required Skills

Job info

Contract Type: Fixed-term (1 year with possibility of extension)
Initial Contract Duration: 12
Org Type: Country Office
Vacancy Type: Vacancy Notice
Recruiting Type: General Service
Grade: G-6
Is this S/VN based in an L3 office or in support to an L3 emergency response?: No