Project Associate, Communications At International Organization for Migration

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 and external candidates are eligible to apply to this vacancy.

For the purpose of the vacancy, internal candidates are considered as first-tier candidates.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to 62,500 or more individuals each year. IOM provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. Some 1200 multi-disciplinary staff members work in support of the USRAP which has an annual budget in the range of USD 200 million. The Department of Operations and Emergencies (DOE), specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight and guidance to IOM’s global support to all resettlement programs.

Context:

Under the United States Refugee Admissions Program (USRAP), the Resettlement Support Center (RSC) provides critical support and processing services for resettlement to the US. As part of an MOU between IOM and the US State Department Bureau for Population, Refugees and Migration (PRM), IOM manages the RSC for Middle East and North Africa (MENA). RSC MENA manages US resettlement activities in Jordan, Iraq, Egypt, Syria, Morocco, Algeria, Tunisia, Libya, Yemen, Oman, Saudi Arabia, Qatar, Bahrain, Kuwait, and United Arab Emirates. RSC MENA prepares applications for adjudication by and provides support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitates security and medical screenings, provides information about arrivals to resettlement agencies in the US and offers Cultural Orientation (CO) training to individuals departing for the US.

Under the general supervision of the Project Manager, RSC MENA and the direct supervision of the Project Coordinator, Communications, RSC MENA, the Project Associate is responsible for supervising communications activities, with the following duties and responsibilities:

Core Functions / Responsibilities:

1. Supervise up to two teams of RSC MENA staff members undertaking communications activities in an assigned area or areas related to case consultation, the information center and/or public affairs, including overseeing staff development processes such as hiring, providing training, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high quality work and the accurate completion of communications activities.
2. Oversee the efficient and effective management of communications systems utilized by RSC MENA, including, if assigned, email management systems, phone systems, websites and online case inquiry systems, walk-in case consultation spaces and applicant waiting areas. As needed, identify system issues and potential solutions to communications challenges.
3. In relation to case consultation, ensure case consultation spaces are as confidential as possible while remaining secure for staff members and that case consultation spaces can accommodate the existing volume of scheduled and walk-in individuals as well as potential influxes. Ensure staff members undertaking case consultation are adequately trained and provide efficient, effective, accurate, clear and courteous information to all individuals.
4. Oversee the information center, if assigned, ensuring that all communication undertaken by staff members by phone, email, through website(s) and other technological means and, if relevant, in person, are efficient, effective, accurate, clear and courteous. Ensure the information provided by the RSC MENA information center is up to date, relevant and accessible to all persons, including to at-risk individuals, and that the staff members providing the information are adequately trained.
5. Oversee activities related to public affairs, including, as assigned, planning, developing, designing, producing and distributing materials for individuals served by RSC MENA, RSC management, IOM, partners and donors, including print, audio, visual and online materials. As required, oversee responses sent to Congressional inquiries made to RSC MENA about cases.
6. Ensure WRAPs, other relevant databases and case files are updated in a timely and effective manner with communications-related content, and supervise communications-related processes being carried out within and between units, including by email and phone.
7. Utilizing reports and other oversight mechanisms, oversee regular QC of communications-related data in WRAPS and other communications tools such as email systems to ensure the accuracy and clarity of information shared with individuals as well as the RSC’s compliance with all USRAP and RSC SOPs. Proactively address communications-related backlogs or other issues in coordination with RSC management.
8. Liaise with other teams and units in RSC MENA and with external partners such as USCIS, the Refugee Processing Center (RPC), panel physicians, the US Embassy and the United Nations High Commissioner for Refugees (UNHCR). Prepare unit statistics and report regularly to the Project Coordinator or RSC management on relevant activities, problems and solutions related to the workflow and processing pipeline.
9. Train other communications team members to efficiently and effectively manage communications activities, update WRAPS and other databases accurately and to supervise communications team members and activities.
10. Undertake duty travel as needed to participate in communications-related activities, for meetings and for training.
11. Demonstrate a comprehensive understanding of the USRAP, SOPs and WRAPS, as well as the ability to remain professional, impartial and unbiased during all interactions with applicants, colleagues and partners. Develop and implement SOPs as needed.
12. Maintain and promote the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert RSC management of any non-compliance to SOPs or codes of conduct by RSC staff members.
13. Perform such other duties as may be assigned.

Education & Experience:

· University degree in Communication or other relevant field supplemented by related courses will be advantage, with five years of relevant professional experience.

· Completed Diploma/Secondary school, Certificate in related fields, with seven years of relevant professional experience.

Skills & Technical:

· Strong interpersonal and communication skills

· Experience communicating with legal representatives is an advantage

· Ability to use own initiative and work under pressure with minimum supervision

· Excellent computer skills – Word, Excel and Internet

· Attention to detail and ability to organize

· Self-motivated and objective driven

· Delivers on set objectives in hardship situations;

· Effectively coordinates actions with other implementing partners;

· Works effectively with local authorities, stakeholders, beneficiaries, and the broader community to advance country office or regional objectives.

Languages:

Thorough knowledge of English and Arabic.

Required Competencies

Values:

· Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.

· 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.

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

Managerial Competencies – behavioural indicators level 2

· 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 potential.

· Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.

· Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.

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. In addition, a clearance from the local government (“Court Clearance”) needs to be provided by the applicant.