Project Coordinator, Communications (P)

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

For the purpose of this vacancy, the following are considered first-tier candidates:

Second tier candidates include:
All external candidates, except candidates from non-represented member states of IOM.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees 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. The Department of Mobility Pathways and Inclusion, specifically the Resettlement and Movement Management Unit (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. Under the terms of the Memorandum of Understanding (MOU) with the US State Department Bureau for Population, Refugees and Migration (PRM), IOM is responsible for implementing Resettlement Support Center (RSC) functions in PRM-designated locations. These activities include supporting visiting US Citizenship and Immigration Services (USCIS) officers, facilitating security and medical screenings, providing information about arriving individuals to resettlement agencies in the US and offering Cultural Orientation (CO) training to individuals departing for the US.

The position will initially be based in Washington DC, with subsequent relocation required according to programmatic requirements.

Under the overall supervision of the Project Manager, RSC, and the direct supervision of the Deputy Project Manager, RSC the successful candidate will have the following duties and responsibilities:

• 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 the RSC and internal and external partners.

• Liaise directly with program beneficiaries when needed, including answering routine queries from and following up with high-profile, sensitive and at-risk cases that have been assigned expedited processing status.

• In coordination with the Project Manager, RSC, and Deputy Project Manager, RSC, liaise directly with internal and external partners as necessary, including 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, responding to sensitive or high-profile inquiries related to expedited or at-risk program beneficiaries.

• Ensure communications with program beneficiaries are accurate, efficient, timely, sensitive and compliant with program guidelines by monitoring incoming and outgoing communications, reviewing templates, creating and implementing information campaigns as necessary and troubleshooting backlogs or other communication issues as needed.

• 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.

• Regularly create and maintain situation reports on country and regional conditions, including specific information about threats by various actors operating in the region, for use by the Project Manager, Deputy Project Manager, Senior Project Officer for the Field Team, the Field Team Project Associates and other staff members assessing the risks posed against program beneficiaries.

• In accordance with changes to program activities and guidelines, as well as improvements made to communications-related activities, regularly update RSC Standard Operating Procedures (SOPs) on communications and ensure staff members working on case intake and information center activities are fully trained on all communications SOPs, including additions and alterations.

• Collaborate with RSC counterparts on case issues while being aware of relevant program rules, guidelines and procedures for all program activities, including case intake, prescreening, USCIS support and out processing.

• 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 Deputy Project Manager of any non-compliance to SOPs or codes of conduct by RSC staff members.

• Represent the RSC at meetings as needed, including with high-level US and UN officials. Prepare reports, briefings, background information, narratives and statistical reporting as necessary and required.

• Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Alert the supervisor or management of any non-compliance to SOPs, RMM Protection Mainstreaming Minimum Standards or IOM Standards of Conduct by IOM personnel or partners.

• Undertake duty travel as needed to participate in communications-related activities, for meetings and for training.

• Perform such other duties as may be assigned.

QUALIFICATIONS
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.

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

Experience

• Supervisory or management experience in relation to RSC processing activities such as communications, case intake, prescreening, USCIS support and out processing is required;
• Experience working with high-profile, at-risk and sensitive program beneficiaries, and experience with expedite systems; and,
• Call center experience or experience working with innovative communication systems and tools.

Skills

• Excellent computer skills and proficiency in spreadsheet and database applications;
• A background in journalism and/or working with the media is an asset;
• Demonstrated proficiency with START; and,
• Sound knowledge of program implementation and familiarity with IOM’s administrative, financial and business rules and practices.

Languages

IOM's official languages are English, French, and 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.

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

• 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

Internationally recruited professional staff are required to be mobile. 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.

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, security clearances.

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

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.

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