Migrant Service Assistant – IOM

Job Description

Organization	International Organization for Migration
Position Title	Migrant Service Assistant
Duty Station	Khartoum
Classification	Other
Type of Appointment	4 months with the possibility of extension
Estimated Start Date	As soon as possible
Closing Date	August 25, 2022 :
Reference Code	CFCV 2022 10

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.

Context:

Under the programmatic supervision of the Family Assistance Program (FAP) Project Coordinator, the direct supervision of the Team Leader and the administrative supervision of the Head, of Operations and Movement Management in Sudan, the successful candidate will be based in Khartoum and will be accountable and responsible for assisting the streamlining of applicant case processing and guiding family members on the German Family Reunification (FR) visa application process, which includes how to correctly complete the required forms and supporting documentation checklists.

Core Functions / Responsibilities:

1. Take responsibility for the day-to-day assistance to beneficiaries in the FAP centre.
2. always Provide excellent migrant service to applicants, in full compliance with the Service Standards.
3. Assist and guide migrants in the completion of the visa application form as per checklists and conduct completeness checks on all documentation before their visa appointment, fill in the questionnaires when required.
4. Provide migrants with accurate information in a timely manner. This will include distributing information sheets and visa requirement checklists, assisting with telephone and e-mail inquiries from applicants (including requirements for submitting visa applications), and informing them of any changes to visa requirements or submission procedures.
   IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.
5. Organize the files of the applicants based on the instructions of the German Consular staff and in full compliance with the IOM Service Standards.
6. Data Capture: Maintain a high degree of skill in using IOM internal software platforms; enter required applicant data, lodge application documents in the required order in IOM designated folders for applicants to submit to Embassy;
7. Call centre service: responsible for outreach to families and principal applicants to answer questions and provide remote guidance on form filling, visa requirements and general information.
8. Appointment scheduling: Ensure the appointment system for applicants coming to FAP is operated effectively.
9. Reporting: Maintain records of all applications and contact with principal applicants and report these records periodically in a timely manner.
10. Maintain a professional appearance and migrant-friendly demeanour at all times; Maintain positive working relationships with German Consular staff locally.
11. Inform management of any problems or issues immediately and regularly make suggestions on how to improve efficiency and service.
12. Develop and maintain a positive working relationship with staff members within the FAP and with external counterparts involved with the processing of this caseload.
13. Maintain and ensure confidentiality of all FAP-related matters, in accordance with guidelines and instructions.
14. Take active steps to mitigate fraud and malfeasance and monitor the integrity of records containing individual data.
15. Perform any other duties as may be assigned.

Required Qualifications and Experience

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

Experience
• Minimum 3 years (or 5 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, and 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.

Languages
Fluency in Tigrigna, English and Arabic is Required.

Required Competencies

Values
 Inclusion and respect for diversity respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
 Integrity and transparency maintain high ethical standards and act in a manner consistent with organizational principles/rules and standards of conduct.
 Professionalism: demonstrates the ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

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 action and delegated work.
 Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other:
 Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
 IOM has zero tolerance for discrimination and does not discriminate against HIV/AIDS status.
 This position is open to ONLY Sudanese nationals and those authorized to live and work in Sudan according to Sudanese regulations.
 Vacancy close at 23:59 local time in Khartoum, Sudan on the respective closing date of August 25, 2022. No late applications will be accepted.

How to apply:

Interested candidates are invited to submit their Resume via email: [email protected], by August 25, 2022, at the latest, referring to this advertisement.
Only shortlisted candidates will be contacted

Posting period:
From 11.08.2022 to 25.08.2022.

No Fees:
IOM does not charge a fee at any stage of its recruitment process (application, interview processing, training or other fees). IOM does not request any information related to bank accounts.