Senior Programme Associate (Quality Control Monitoring)

Introduction

Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants.

IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.

IOM invites candidates from diverse backgrounds to apply and provides reasonable accommodation throughout the recruitment process when required. Learn 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

Under the direct supervision of the National Project Officer (FAP) and additional supervision of the FAP Project Officer (Quality Control and Monitoring), the successful candidate will be accountable and responsible for supporting the streamlining visa application services for the German family reunification, resettlement, and evacuation caseloads.

• Act as the quality control focal point for the FAP Project 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.

• 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 Project Officer (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 Program 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 Quality Control Oversight Officer, 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 Quality Control Officer.

  • In coordination with the National Project Officer (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.

• Ensure that filed questionnaires with visa applications are accurate and meet the requirements set by the donor and report immediately any quality issue to the Quality Control Officer.

• Enhance capacities of Migrant Service Assistants (MSAs) through providing Ad Hoc trainings to promote knowledge and application of the SOPs.

• 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.

• Assist with the report preparation and data-management of the FAP Project 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.

• Maintain and ensure the confidentiality and integrity of all FAP-related matters and of all beneficiaries, by implementing quality control procedures in accordance with guidelines and instructions of the donor and standards of conduct and data protection rule. 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.

• In coordination with the National Project Officer, liaise with other Teams and Units in IOM and with external partners such as UN agencies, or with the partner German 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 Project Officer or management on relevant activities, problems, and solutions related to the reporting workflow pipeline.

• Train Migrant Service Assistant 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.

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

• In the absence of National Project Officer, act as an OiC to monitor and perform daily tasks, evaluate MSAs, and perform other duties.

• 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.

• Perform other duties as may be assigned.

Required Qualifications and Experience

Education

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

• High School diploma with six years of relevant experience.

Accredited Universities are those listed in the UNESCO World Higher Education Database.

Experience

• Experience in programme monitoring, quality control, quality assurance, project management, or related areas.

• Demonstrated experience in monitoring programme implementation, reviewing compliance with established standards, and recommending corrective actions.

• Experience preparing analytical reports, monitoring tools, and performance tracking mechanisms.

• Experience coordinating with multiple stakeholders and supporting programme quality improvement initiatives.

• Previous experience with international organizations, UN agencies, or donor-funded projects is an advantage.

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 would be an advantage.

• Strong interpersonal & intercultural skills with an attention to detail.

Languages

All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).

For this position, fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage. Oral and written fluency of beneficiary’s languages (Dari and 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.

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 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 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