Migrant Service Assistant

Job Description

Open to Internal & External Candidates

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 huma0ne 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 & External candidates are eligible to apply to this vacancy.

Background

Under the programmatic supervision of the Family Assistance Program (FAP) Project Coordinator, and the direct supervision of the Team Leader and the administration supervision of the Chief of Mission, the successful candidate will be based in Addis Ababa 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, biometric collection and questionnaire filling.

Core Functions / Responsibilities:

• Take responsibility for the day-to-day assistance to beneficiaries in the FAP center.
• Provide excellent migrant service to applicants at all times, in full compliance with the Service Standards.
• 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 and collect biometrics when required.
• 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.
• Organize the files of the applicants based on the instructions of the German Consular staff and in full compliance with the IOM Service Standards.
• 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 and collect biometrics to submit to Embassy.
• Call center service: responsible for outreach to families and principal applicants to answer questions and provide remote guidance on form filling, visa requirements and general information.
• Appointment scheduling: Ensure appointment system for applicants coming to FAP is operated effectively.
• Reporting: Maintain records of all applications and contact with principal applicants and report these records periodically in a timely manner.
• Maintain a professional appearance and migrant-friendly demeanour at all times.
• Maintain positive working relationships with German Consular staff locally.
• Inform management of any problems or issues immediately and regularly make suggestions on how to improve efficiency and service.
• Develop and maintain a positive working relationship with staff members within the FAP and with external counterparts involved with the processing of this caseload.
• Maintain and ensure confidentiality of all FAP-related matters, in accordance with guidelines and instructions.
• Take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data.
• Perform any other duties as may be assigned. 

Job Requirement

Educational Qualification

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

Experience

 Minimum 2 years 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

Skills

• Accountability-takes responsibility for action and manages constructive criticisms
• Client Orientation-works effectively well with clients and stakeholders
• Continuous Learning-promotes continuous learning for self and others
• Communication-listens and communicates clearly, adapting delivery to the audience
• Creativity and initiative-actively seeks new ways of improving programmes or services
• Leadership and negotiation-develops effective partnerships with internal and external stakeholders.
• Performance management-identify ways and implement actions to improve performance of self and others.
• Planning and organizing plans work, anticipates risks, and sets goals within area of responsibility.
• Professionalism-displays mastery of subject matter
• Teamwork-contributes to a collegial team environment; incorporates gender related needs, perspectives, concerns and promotes equal gender participation.
• Technological awareness-displays awareness of relevanttechnological solutions.
• Resource mobilization-works with internal and external stakeholders to meet resource needs of IOM.

Languages

·       Thorough knowledge of spoken and written English Amharic and Tigrinya is required.

·       Knowledge of Somali languages and German is an advantage.

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: maintain 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.

 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.

Only candidates residing in either the country of the duty station or from a location in a neighbouring country that is within commuting distance of the duty station will be considered. In all cases, a prerequisite for taking up the position is legal residency in the country of the duty station, or in the neighbouring country located within commuting distance, and work permit, as applicable.