Job Description
Introduction
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 ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration
Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal and internal-equivalent candidates are considered as first-tier candidates.
Organizational Context and Scope
The Family Assistance Programme (FAP) is an initiative by IOM in partnership with the German government, designed to support migrants in navigating the family reunification visa process. FAP assists applicants by providing accurate information, document checks, interview preparation, and guidance throughout the visa application journey, ensuring efficiency, transparency, and a migrant-centered approach.
Under direct supervision of the Senior Project Associate- (Quality Control Monitoring), the successful candidate will be accountable and responsible for assisting the streamlining of visa application services for the German family reunification.
Responsibilities
Provide direct daily support to migrants at the FAP center, including reception, guidance, and case follow-up.
Assist applicants in completing visa application forms and questionnaires, both in person and remotely, ensuring accuracy and adherence to required formats.
Conduct pre-screening and completeness checks of documents prior to scheduled appointments, flagging any missing or inconsistent information.
Accurately enter biographical and case data into the FAP case management system (Dynamics 365), ensuring all fields are filled in accordance with SOPs.
Perform data entry, document scanning, photocopying, printing, and basic translation of applicant documents as needed.
Collect biometric data (fingerprints and photos) from applicants, ensuring compliance with IOM and German Embassy standards.
Assist with organizing, labeling, and preparing files for submission to the German Consular Section, following precise instructions for document order and folder naming.
Support appointment scheduling by updating appointment lists, contacting applicants, confirming schedules, and managing appointment logistics.
espond to applicant inquiries via phone, email, and in person, providing accurate, up-to-date information on visa procedures, requirements, and case status.
Maintain and update internal records, lists, and trackers related to assigned cases, including follow-up on missing documents, communications, and embassy feedback.
Follow up on requests from the German Embassy and ensure applicants submit any missing or updated documents within the specified timelines.
Maintain a professional, respectful, and neutral demeanor in all interactions with applicants, ensuring impartial service delivery.
Uphold confidentiality and data protection standards at all times, in line with IOM policy and German Embassy requirements.
Assist in flagging vulnerable applicants in coordination with FAP supervisors, and support referrals to protection services where appropriate.
Provide basic interpretation support in local languages and assist applicants with low literacy in understanding the process.
Assist in setting up the working environment for daily operations, including preparing desks, biometric stations, and required supplies.
Participate in staff briefings, trainings, and internal evaluations to improve service quality and stay updated on procedural changes.
Escort applicants to designated interview rooms, biometric stations, or waiting areas as needed.
Perform follow-up calls to applicants regarding document completion, interview scheduling, or new updates in their cases.
Perform other tasks related to FAP activities as assigned by the Supervisor or Project Management.
Qualifications
Required Qualifications and Experience
EDUCATION
University degree in Business Management, Client Services, Social Science, Engineering Science or related field with three years of relevant experience; or,
High school diploma with five years of relevant experience.
EXPERIENCE
Minimum three years of relevant professional experience in a similar setting and capacity preferred; Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities.
SKILLS
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 and in non-government or government institutions/organization in a multi-cultural would be an advantage.
Strong interpersonal & intercultural skills with an attention to detail.
Attention to detail, ability to organize paperwork in a methodical way; discreet, details and clients-oriented, patient and willingness to learn new things.
Languages
REQUIRED
The candidate is required to be proficient in English and Somali Language
For this applicant, fluency in Fluency in English and Somali is required (oral and written).
Required Competencies
IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.
Values - all IOM staff members must abide by and demonstrate these five values:
- Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
- 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.
- Courage: Demonstrates willingness to take a stand on issues of importance.
- Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.
Core Competencies – behavioural indicators Level 1
- 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 actions and delegated work.
- Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.
Managerial Competencies – behavioural indicators Level 2, if with direct reports
- 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 leadership and professional potential.
- Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
- Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
- Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
- Humility: Leads with humility and shows openness to acknowledging own shortcomings.
Notes
Please refer to this link for guidance on IOM Job Category.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
IOM only accepts duly completed applications submitted through the IOM e-Recruitment system (for internal candidates link here). The online tool also allows candidates to track the status of their application.
No late applications will be accepted. Only shortlisted candidates will be contacted.
For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies
Required Skills
Job info
Contract Type: Special Short Term Graded (Up to 9 months)Initial Contract Duration: 6 months
Org Type: Country Office
Vacancy Type: Special Vacancy Notice
Recruiting Type: General Service
Grade: G-5
Is this S/VN based in an L3 office or in support to an L3 emergency response?: No