International Organization for Migration Migrant Service Assistant Jobs in Ethiopia

International Organization for Migration Migrant Service Assistant Jobs in Ethiopia

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.

Required Qualifications and Experience

Educational Qualification

University degree or Diploma in Business Management, Client Services,

Social Science or related discipline preferred; or an equivalent combination of education, training & experience.

Experience

Minimum 4 years for Diploma or 2 years for Degree 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.

How to Apply

For External applicants: you can view the advert via reliefweb.int and you are required to send your application letter enclosed with your updated CV to RECADDIS@iom.int ONLY. Please put the vacancy number, job title and the duty station you are applying for in the subject line. for example “Application for Migrant Service Assistant , IOM-SVN/0077/2023,Addis Ababa”

Any application without this information in the subject line and that does not fulfill/attach the below-listed documents will be disqualified and excluded from the applications.

Motivation/Application letter indicating the short vacancy number and position title as mentioned in the short vacancy notice.

CV (written in English) with three professional referees and their contacts (both email and telephone) and Copies of all Academic Certificates from an Accredited University

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