National Project Officer, Case Management

Re-open to Internal and External Candidates

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.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to many thousands of refugees each year. IOM provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Operations and Emergencies (DOE), specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.

Context:

Under the United States Refugee Admissions Program (USRAP), the Resettlement Support Center (RSC) provides critical support and processing services for resettlement to the US. As part of an MOU between IOM and the US State Department Bureau for Population, Refugees and Migration (PRM), IOM manages the RSC for Middle East and North Africa (MENA). RSC MENA manages US resettlement activities in Jordan, Iraq, Egypt, Syria, Morocco, Algeria, Tunisia, Libya, Yemen, Oman, Saudi Arabia, Qatar, Bahrain, Kuwait, United Arab Emirates, and India. RSC MENA prepares applications for adjudication and provides support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitates security and medical screenings, provides information about arrivals to resettlement agencies in the US and offers Cultural Orientation (CO) training to individuals departing for the US.

Under the overall supervision of the Deputy Project Manager, RSC MENA and the direct supervision of the Project Coordinator, RSC MENA, the National Project Officer is responsible for supervising daily case management activities and will have the following duties and responsibilities:

Core Functions / Responsibilities:

The main components requiring this position’s direct supervision / support:

1. Oversee daily RSC MENA case management activities Jordan in the assigned area(s), such as file integrity, program access, pre-screening, field team, adjudications support, scheduling or pre-departure services, including 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 case management activities.
2. Provide technical assistance, guidance and information on changes to workflows and procedures to staff members in accordance with the Worldwide Refugee Processing System (START), USCIS, PRM Program Announcements and internal Standard Operating Procedures (SOPs).
3. Act as the primary liaison between RSC case management staff in the assigned area(s) and RSC management. Promote clear and positive communication between various RSC staff handling case management activities by encouraging dialogue between supervisors. Collaborate with wider IOM Jordan and IOM Jordan counterparts on case issues. Keep management well informed of achievements and challenges.
4. Use reports to monitor the RSC MENA pipeline and take appropriate action to address relevant processing delays or backlogs. As needed, directly handle urgent and sensitive cases at any stage in the pipeline to ensure they are processed effectively and efficiently.
5. In coordination with the Project Officers, Project Coordinators, Deputy Project Manager and Project Manager, RSC MENA, liaise with external partners, including the Refugee Processing Center (RPC) and the United Nations High Commissioner for Refugees (UNHCR) on case management issues as needed.
6. Coordinate relevant statistics for the purpose of generating weekly activity and other reports. Report regularly to the Project Coordinator, Deputy Project Manager and Project Manager on relevant activities, problems and solutions related to the workflow and processing pipeline.
7. Represent RSC MENA at meetings as needed, including with US and UN officials. Prepare reports, briefings, background information, narratives and statistical reporting as necessary and required.
8. Ensure the data integrity of RSC MENA refugee records in the SRART database. Identify and utilize new tools to improve the quality of information entered into and extracted from START.
9. Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert RSC management of any non-compliance to SOPs or codes of conduct by RSC staff members.
10. Support the overall development of RSC MENA by suggesting potential improvements to processing activities.
11. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education and Experience:

• Completed Master’s degree with minimum two (2) years of related working experience or completed bachelor’s degree with a minimum four (4) years of related working experience.
• Experience in USRAP, particularly in RSC processing activities, such as employment verification, case creation, pre-screening, USCIS adjudications support, scheduling, field support and out-processing, is highly preferred.
• Knowledge of USRAP program implementation and familiarity with IOM's administrative, financial and business rules and practices is desirable.

Skills:

• Strong written and verbal communication skills and ability to effectively communicate with and lead a team
• Attention to detail and ability to organize
• Demonstrated proficiency with the Worldwide Refugee Admission Processing System (START)
• Excellent computer skills and a high level of proficiency in spreadsheet and database applications

Self-motivated and objective driven

• Delivers on set objectives in hardship situations

Languages

Fluency in English and Arabic is required (oral and written). Working knowledge of other IOM official language is desirable

Required Competencies

Required Competencies

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

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 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

Managing and sharing knowledge Level 2

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 potential.

Empowering others & building trust: Creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.

Strategic thinking & vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.

Other:

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

confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment

and verification of residency, visa and authorizations by the concerned Government, where

applicable. In addition, a clearance from the local government (“Court Clearance”) needs to be provided by the applicant.

How to apply:

• Interested Internal candidates (active staff members and staff holding a daily contract) need to submit their application plus a cover letter to vacancyamman@iom.int, their updated IOM Personal History (PH) Form or E-recruit Internal Candidate profile generated from PRISM Portal indicating the vacancy number in the subject line. Any application without this information in the subject line will be excluded from the applications. Only shortlisted candidates will be contacted. Kindly use your IOM email account for us to easily identify that you are internal candidate (first tier candidate) referring to this advertisement and VN/JOR/075/2022.

• Interested external candidates are invited to submit their applications plus a cover letter via Akhtaboot website, referring to this advertisement Akhtaboot #154707, for an application to be considered valid,

IOM only accepts online profiles duly completed in Akhtaboot website for External Candidates.

Posting period:

From 13 Dec 2022 – 26 Dec 2022

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