Senior Programme Associate (Quality Control)

Job Description

Under the direct supervision of the National Programme Coordinator (FAP) and additional supervision of the FAP Deputy Global Programme Coordinator, the successful candidate will be accountable and responsible for supporting the streamlining visa application services for the German family reunification, resettlement, and evacuation caseloads.

Responsibilities

1. Act as the quality control and compliance focal point for the FAP Programme and assist in the day- to-day quality control monitoring of visa applications and supporting the monitoring of the FAP activities. Support the development and implementation of Standard Operating Procedures (SOPs), as needed.

2. Oversee and undertake compliance activities in operations, including activities related to project monitoring and evaluation, training, project reporting, project support and/or protection, and undertake activities related to the implementation of the Interview Guidelines. 

• In close coordination with the National Programme Coordinator (FAP), assist in the design and implementation of assessments, surveys, and other tools and activities pertaining to the Program Integrity Guidelines. Ensure a high quality of data by confirming accurate collection, entering, maintaining, safeguarding, and reporting of data related programme integrity guidelines.

• Ensure FAP internal software is updated as needed with applicants’ data, biographical and other sensitive information such as interview dates, interview and fingerprint results, medical data and, and oversee processes such visa exit permits through oversight and quality check (QC) measures.

• Utilize reports, oversee and conduct regular QC of case files and data in FAP internal software to ensure the accuracy of all case information. Ensure the FAP center compliance with all SOPs and that processing pipelines are as short and efficient as possible, with expedited cases progressing as needed.  

• In close coordination with the National Programme Coordinator (FAP), support monitoring and evaluation activities for the operations, including, if assigned, planning monitoring and evaluation activities, designing monitoring and evaluation mechanisms, such as surveys, interview protocols, administering surveys, interviews and focus groups, analyzing monitoring and evaluation data, and reporting on data to the National Programme Coordinator.

• In coordination with the National Programme Coordinator (FAP), oversee protection activities related to vulnerable beneficiaries, such as children, the elderly, survivors of gender-based violence (GBV), persons with disabilities, lesbian, gay, bisexual, transgender, and intersex (LGBTI) persons, and other marginalized individuals, including, if assigned, providing training, drafting SOPs, tools and reference materials, monitoring implementation of SOPs and tools, providing regular reports on at-risk cases, liaising with colleagues on relevant issues, and analysing or completing documentation related to Unaccompanied and Separated Children (UASC).

1. Ensure that filed questionnaires with visa applications are accurate and in compliance with the requirements set by the donor and report immediately any quality issue to the National Programme Coordinator (FAP).

2. Enhance capacities of Programme Associates (PAs) through providing Ad Hoc trainings to promote knowledge and application of the SOPs. 

3. Completion of Applications: Oversee the provision of the correct information and proper completion of application forms and questionnaires, while reviewing applications with supporting and additional documents as required. Oversee the efficient and effective management of applicants’ case files and medical records, including, if assigned, the creation of new case files, the  timely and accurate distribution, return and re-filing of case files, that the file tracking system is used to keep comprehensive track of files, and that files are scanned and transformed into submission packets to the Embassy as needed.

4. Oversee the organization and/or scheduling of appointments, including, as assigned, the creation of ad hoc reports, the creation and updating of schedules, the issuance of notifications and the confirmation of appointments, interpretation services and/or the completion of logistical duties related to circuit rides. Liaise with all units being serviced by scheduling team members to ensure open communication and satisfaction with scheduling activities. 

5. Assist with the report preparation and data-management of the FAP Programme by preparing statistical and thematic reports whenever required, and report to FAP management of any problems or issues arising immediately and regularly make suggestions on how to improve efficiency and service.

6. Maintain and ensure the confidentiality and integrity of all FAP-related matters and of all beneficiaries, by implementing quality control and compliance procedures in accordance with guidelines and instructions of the donor and standards of conduct and data protection rules. Alert management of any non-compliance to SOPs or codes of conduct by staff members. Also, take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data.

7. In coordination with the National Programme Coordinator, liaise with other Teams and Units in IOM and with external partners such as UN agencies, or with the partner German Embassy/Consulate for the referral and case management of vulnerable applicants properly in need of special services and/or speed-up appointments. Prepare unit statistics and report regularly to the National Programme Coordinator or management on relevant activities, problems, and solutions related to the reporting workflow pipeline. 

8. Train Programme Associate members as needed to apply the SOPs and the guidelines, efficiently and effectively manage refugee case, conduct full family reunification interviews, organize and schedule refugee appointments, update FAP internal software, conduct quality assurance of files and case date. Oversee case management teams and activities.

9. Ensure capacity building and technical support to other FAP Country Offices by providing trainings to new PAs and supporting in the reviewing and validation of interview reports.

10. In the absence of National Programme Coordinator, act as an OiC to monitor and perform daily tasks, evaluate PAs, and perform other duties.

11. Undertake duty travel as needed to support other FAP Country Offices for meetings and for trainings and perform any other duties as may be assigned.

12. Perform other duties as may be assigned.

Qualifications

University degree or equivalent in Business Management, Client Services, Social Science, Engineering Science or related discipline with four years of related; or,

High School diploma with six years of relevant experience.

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: For all applicants, fluency in English and Arabic is required (oral and written). Working knowledge of Turkish, or German is desirable. 

Required Skills

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