SPECIAL VACANCY ANNOUNCEMENT

Open to Internal & External Candidates

Vacancy No. IOM-SVN/0036/2021

Position Title Migrant Service Assistant

Duty Station Addis Ababa

Classification General Service Staff, G4

Type of Appointment SVN, Six months with possibility of extension

Estimated Start Date As soon as possible

Posting Period 23.03.2021-06.04.2021

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.

IOM is committed to a diverse and inclusive environment. Internal & External candidates are eligible to apply to this vacancy.

Context and Scope of the Position

Under the programmatic supervision of the Family Assistance Program (FAP) Project Coordinator, and the direct supervision of National Project Officer (FAP), 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.

Responsibilities and Accountabilities:

The successful candidate will specifically undertake:

1. Take responsibility for the day-to-day assistance to beneficiaries in the FAP centre;
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 and collect biometrics 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 and collect biometrics 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 all 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;
11. Maintain positive working relationships with German Consular staff locally;
12. Inform management of any problems or issues immediately and regularly make suggestions on how to improve efficiency and service;  
13. Develop and maintain a positive working relationship with staff members within the FAP and with external counterparts involved with the processing of this caseload;
14. Maintain and ensure confidentiality of all FAP-related matters, in accordance with guidelines and instructions.
15. Take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data.
16. Perform any other duties as may be assigned

Job Requirements

Education

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

Experience

• Four years for Bachelor Degree holders and six years for candidates holding 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

Languages

• Fluency in English is required and in Tigrinya and/or Somali; working knowledge of German is an advantage.

Required Competencies

Behavioral

• 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 programs 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 relevant technological solutions;
• Resource Mobilization - works with internal and external stakeholders to meet resource needs of IOM.

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 neighboring 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 neighboring country located within commuting distance, and work permit, as applicable.

How to Apply

Interested candidates are invited to submit their application/ motivation letter enclosed with only detail CV written in English via our e-mail address RECADDIS@IOM.INT, by April 6, 2021 at the latest, referring the position title, Vacancy number and the duty station you are interested in the subject line of your email. (Example: Application for Migrant Service Assistant (IOM-SVN/0036/2021) based in Addis Ababa). No photocopies of educational/training certificates is required at this stage; applicant who doesn`t follow the required application procedure will automatically be disqualified from the competition.

Only shortlisted candidates will be contacted.

                                         We strongly encourage qualified women to apply