Project Coordinator, Compliance, Communications and Cultural Orientation At International Organization for Migration

Position Title: Project Coordinator, Compliance, Communications and Cultural Orientation

Duty Station: Doha, Qatar

Classification: Professional Staff, Grade P3

Type of Appointment: Fixed term, one year with possibility of extension

Estimated Start Date: As soon as possible

Closing Date: 30 May 2022

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 a diverse and inclusive work environment. Read more about diversity and inclusion at IOM at www.iom.int/diversity.

Applications are welcome from first- and second-tier candidates, particularly qualified female candidates as well as applications from the non-represented member countries of IOM. 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, the following are considered first-tier candidates:

1. Internal candidates
2. Candidates from the following non-represented member states:

Antigua and Barbuda; Aruba (Netherlands); Botswana; Cabo Verde; Comoros; Congo (the); Cook Islands; Cuba; Curaçao; Fiji; Grenada; Guinea-Bissau; Guyana; Holy See; Iceland; Kingdom of Eswatini; Kiribati; Lao People’s Democratic Republic (the); Latvia; Libya; Madagascar; Marshall Islands; Micronesia (Federated States of); Montenegro; Namibia; Nauru; Palau; Saint Kitts and Nevis; Saint Lucia; Saint Vincent and the Grenadines; Samoa; Sao Tome and Principe; Seychelles; Solomon Islands; Suriname; The Bahamas; Timor-Leste; Tonga; Tuvalu; Vanuatu

Second tier candidates include:

All external candidates, except candidates from non-represented member states.

Context:

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to 110,000 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 340 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 the Middle East and North Africa (MENA). 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 arriving individuals to resettlement agencies in the US and offers Cultural Orientation (CO) training to individuals departing for the US.

Under the overall supervision of the Chief of Mission (COM) in Qatar, and the direct supervision of the Project Manager, RSC MENA, and in collaboration with relevant units at CAS and Regional office (RO) the successful candidate is responsible for Compliance, Communications and Cultural Orientation activities for RSC MENA-Qatar Processing Site Operations.

Core Functions / Responsibilities:

1. Provide daily management and supervision of RSC MENA-Qatar Processing SiteCompliance, Communications and Cultural Orientation (CO) activities, 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 compliance activities.
2. In relation to monitoring and evaluation, as required, oversee the planning of monitoring and evaluation activities, the design of monitoring and evaluation mechanisms, such as rapid performance assessments, surveys, interview protocols and focus group topics, the administration of surveys, interviews and focus groups, and the analysis of data. Prepare reports and quantitative and qualitative updates for review by the Project Manager, USRAP Monitoring Officer and USRAP Global Management Team, alerting RSC management of areas of concern and suggesting actionable improvements.
3. In relation to training, as required, oversee training activities for RSC MENA-Qatar ProcessingSite staff members, including overseeing or serving as the USRAP Training Focal Point in close coordination with the HR-Business Partner, overseeing or leading the identification of training needs and professional development opportunities within the RSC MENA-Qatar Processing Site, ensuring trainings are planned, organized and administered, delivering trainings, recommending and implementing changes to training curricula and techniques and developing new training packages.
4. In relation to project support and reporting, as required, draft and update Standard Operating Procedures (SOPs), prepare and develop reports, presentations, talking points, and briefings on activities for the RSC, IOM missions, regional offices, the USRAP Global Management Team, IOM Headquarters, RSC partners and PRM, and oversee or undertake a wide range of special and generally independent projects serving all RSC pillars and remote processing sites, as well as RSC management and IOM departments that are outside of, but support, RSC MENA-Qatar Processing Site activities.
5. In relation to protection, as required, oversee activities related to at-risk persons, such as children, the elderly, persons with disabilities, persons affected by sexual and gender-based violence (SGBV), and lesbian, gay, bisexual, transgender and intersex (LGBTI) persons, including identifying and reporting on at-risk cases, initiating and monitoring expedites, drafting and updating SOPs and tools, acting as the protection liaison with partners, processing COPE cases, providing training on interviewing at-risk persons, counselling minors, and analyzing or completing documentation on minors.
6. In relation to fraud and malfeasance prevention, as required, monitor and track communication about potential fraud and malfeasance, primarily through the designated RSC fraud email box, handle fraud allegations following internal guidance and instructions from the RSC management and the Ethics Office at IOM Headquarters, regularly review and assess RSC processes and policies and suggest mechanisms to mitigate risks and to prevent and detect fraud and malfeasance, provide staff members with related training, and report regularly to RSC management on statistics and trends.
7. Provide technical assistance, guidance, and information on changes to workflows and procedures to staff members in accordance with the Worldwide Refugee Processing System (WRAPS), USCIS, PRM Program Announcements and internal Standard Operating Procedures (SOPs).
8. In accordance with changes to CO activities develop CO curriculum and guidelines, as well as improvements made to CO-related activities for all resettlement countries, regularly update RSC MENA-Qatar Processing Site CO guidance and ensure CO staff members are fully trained on all curriculum and country-of-resettlement updates.
9. Ensure communications with program beneficiaries in the context of CO are accurate, efficient, timely, sensitive, and compliant with program guidelines by monitoring CO classes across the region, periodically reviewing both CO curriculums and ad-hoc information delivery and troubleshooting issues that arise during CO sessions as needed.
10. In coordination with RSC MENA-Qatar Processing Site colleagues and other resettlement countries, organize the delivery of CO as needed while being aware of relevant program rules, guidelines, and procedures for program activities. Regularly monitor the pipeline of cases requiring CO classes to ensure delivery is achieved at the highest rate possible
11. Identify applicants in the USRAP who most at risk are, sensitive or high profile and track and follow their cases to ensure appropriate action and expedited treatment is undertaken by RSC MENA-Qatar Processing Site and internal and external partners.
12. Liaise directly with program beneficiaries when needed and ensure communications with program beneficiaries are accurate, efficient, timely, sensitive, and compliant with program guidelines by monitoring incoming and outgoing communications, reviewing templates in both Dari/Pashto and English, creating, and implementing information campaigns as necessary and troubleshooting backlogs or other communication issues as needed.
13. Improve beneficiary access to information, efficient responses and efficient application and case processing by identifying gaps and delays in communication systems and program steps and responding to those gaps and delays by enhancing existing communication tools, such as the web site, correspondence software, and the telephone switching station, or identifying and implementing better communication tools, including those that can automate program tasks.
14. Act as the primary liaison between RSC MENA-Qatar Processing Site Compliance, Communication and Cultural Orientation staff and RSC management. Promote clear and positive communication between various RSC units handling compliance activities by encouraging dialogue between unit supervisors. Collaborate with wider IOM Qatar CO and IOM Qatar CO counterparts on RSC compliance issues. Keep management well informed of achievements and challenges.
15. In coordination with the USRAP Site Lead, Qatar Processing Site, liaise with external partners, including the Refugee Processing Center (RPC), the United Nations High Commissioner for Refugees (UNHCR), the Bureau of Population, Refugees and Migration (PRM), US Embassy representatives, other US government representatives and legal representatives on compliance issues as needed and to respond to sensitive or high-profile inquiries related to expedited or at-risk program beneficiaries.
16. Represent RSC Qatar Processing Site at meetings as needed, including with US and UNofficials. Prepare reports, briefings, background information, narratives, and statistical reporting as necessary and required.
17. Maintain and ensure 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 the Project Coordinators, RSC MENA of any non-compliance to SOPs or codes of conduct by RSC staff members.
18. Support the overall development of RSC MENA-Qatar Processing Site by suggesting potential improvements to processing activities.
19. Undertake duty travel as needed to conduct activities related to monitoring and evaluation, training, project support, project reporting, protection, communications, CO, for meetings, and to participate in training.
20. Perform such other duties as may be assigned.

Required Qualifications and Experience:

Education

• Master’s degree in Social Science, International Relations, Regional Studies or a related field from an accredited academic institution with five years of relevant professional experience, or;
• University degree in the above fields with seven years of relevant professional experience.

Experience

• Supervisory or management experience within USRAP Cultural Orientation (CO) or CO programmes for other resettlement countries;
• Minimum of two years’ experience working with a US Resettlement Agency national office or affiliate, or demonstrated exposure to resettlement agency activities through at least two official US Cultural Orientation exchanges;
• Strong knowledge of services available to newly arrived individuals to the US, Australia, Germany, France, UK, Switzerland and other resettlement countries;
• Teaching, training and curriculum development experience;
• Experience handling logistics in processing locations is an advantage;
• Experience working with high-profile, at-risk and sensitive program beneficiaries, and experience with expedite systems;
• Call center experience, or experience working with innovative communication systems and tools.

Skills

• Excellent communication, interpersonal and writing skills;
• Excellent computer skills and proficiency in spreadsheet and database applications;
• Sound knowledge IOM’s administrative, budgetary, financial, and business rules and practices;
• Ready, willing, and able to travel extensively to monitor CO programme activities throughout the region, and the ability to acquire the necessary security and medical clearances in order to do so;
• Demonstrated proficiency with the World Wide Refugee Admissions Processing System (WRAPS);
• Takes responsibility and manages constructive criticism;
• Works effectively with all clients and stakeholders;
• Promotes continuous learning; communicates clearly;
• Takes initiative and drives high levels of performance management;
• Plans work, anticipates risks, and sets goals within area of responsibility;
• Displays mastery of subject matter;
• Contributes to a collegial team environment;
• Incorporates gender-related needs, perspectives, and concerns, and promotes equal gender participation;
• Displays awareness of relevant technological solutions;
• Works with internal and external stakeholders to meet resource needs of IOM;
• 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

IOM’s official languages are English, French, and Spanish.

External applicants for all positions in the Professional category are required to be proficient in English and have at least a working knowledge of one additional UN Language (French, Spanish, Arabic, Russian or Chinese).

For all applicants, fluency in English is required (oral and written). Working knowledge of Dari/Pashto is an advantage.

Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.

Notes

Accredited Universities are the ones listed in the UNESCO World Higher Education Database (https://whed.net/home.php).

Required Competencies:

Values – all IOM staff members must abide by and demonstrate these three 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.

IOM’s competency framework can be found at this link.

https://www.iom.int/sites/default/files/about-iom/iom_revised_competency_framework_external.pdf

Competencies will be assessed during a competency-based interview.

Other:

Internationally recruited professional staff are required to be mobile.

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 endorsed by the Appointments and Postings Board will remain eligible to be appointed in a similar position for a period of 24 months.

The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members. For this staff category, candidates who are nationals of the duty station’s country cannot be considered eligible.

Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances. Subject to certain exemptions, vaccination against COVID-19 will in principle be required for individuals hired on or after 15 November 2021. This will be verified as part of the medical clearance process.

Vacancies close at 23:59 local time Geneva, Switzerland on the respective closing date. No late applications will be accepted.