Migrant Service Assistant (Multiple Positions)

Call for Applications

Open to Internal & External Candidates

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Established in 1951, IOM is the leading inter-governmental organization in the field of migration and 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.

Context and Scope

Under the programmatic supervision of the Family Assistance Program (FAP) Senior Programme Coordinator, the direct supervision of the Project Assistant and the administrative supervision of the Chief of Mission in Jordan, the successful candidate will be based in Amman 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 center;
2. Provide excellent migrant service to applicants at all times, 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;
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 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 center service: responsible for outreach to families and principle applicants to answer questions and provide remote guidance on form filling, visa requirements and general information;
8. Appointment scheduling: Ensure appointment system for applicants coming to FAP is operated effectively;
9. Reporting: Maintain records of ail applications and contact with principle applicants and report these records periodically in a timely manner;
10. Maintain a professional appearance and migrant-friendly demeanor 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 to monitor the integrity of records containing individual data.
15. Perform any other duties as may be assigned

Education and Experience

• University Degree in Business Management, Client Services, Social Science, Engineering Science or related discipline preferred with minimum two years of relevant working experience; or,
• Secondary School Diploma with at least four years of relevant working experience.

SKILLS

• 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.

Languages:

Fluency in English and Arabic oral & written is required.

Required Competencies

The incumbent is expected to demonstrate the following values and competencies:

Values – all IOM staff members must abide by and demonstrate these three values:

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• 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.

Core Competencies – behavioural indicators level 1

• 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.

Others:

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

How to apply:

• Interested external candidates are invited to submit their applications plus a cover letter via Akhtaboot website, by 11 October 2022 at the latest, referring to this advertisement and Akhtaboot VN #153509
• Interested Internal candidates need to submit their application plus a cover letter to vacancyamman@iom.int by 11 October 2022, their updated IOM Personal History (PH) Form or E-recruit Internal Candidate profile generated from PRISM Portal indicating the short vacancy number and position title as mentioned in the vacancy notice he/she applied for in the email Subject line. Any application without this information in the subject line will be excluded from the applications.

Only shortlisted candidates will be contacted. You can track the progress of your application on your personal application page in the Akhtaboot website: https://www.akhtaboot.com.

Posting period:

From 28 September 2022 – 11 October 2022

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