SVN – USRAP 011 – 2023 Operations Assistant Field Support (OPS UNIT)

Organizational Context and Scope

Since the inception of IOM in 1951, Movement Operations have been and continue to be a fundamental pillar of the Organization’s work. The organized movement of persons in need of international migration assistance is a primary mandate of the Organization and a cornerstone of IOM’s operations. This mandate has resulted in the international transport of more than 15 million migrants and refugees worldwide. Movement Operations departments in various IOM missions, coordinated under the division of Resettlement and Movement Management (RMM) in the Department of Operations and Emergencies (DOE) at IOM’s Geneva Headquarters, are responsible for all aspects of travel for migrants and refugees under IOM’s auspices, in accordance with the various framework agreements with resettlement and receiving Governments and partners across the spectrum of the Organization’s programmes.

Under the general supervision of the Movements Operations Manager and the direct supervision of Senior Operations Assistant, Field Support, the Operations Assistant (Field Support) is responsible for undertaking movement operations activities in the field, with the following :

Core Functions / Responsibilities:

1. Undertake field support activities in an assigned area or areas, such as at an airport, transitcenter, third-party facility, camp-based operation or sub-office, or in relation totransportation.
2. Perform airport services, such as providing custodial care of travel documentation;verifying identities and documentation, including exit permissions, visas, tickets and otheritems in the travel bag; assisting with airport formalities, including flight arrivals, curb-sideassistance, check-in, luggage formalities, immigration procedures, security screeningsystems and customs clearance; escorting arriving individuals to ground transportationand departing individuals to their gates; visually confirming flights have departed; ensuringindividuals with special needs or equipment receive appropriate support; and, as needed,sending notifications using relevant systems.
3. Assist individuals at transit centers or third-party facilities, including upon arrival with sign-in, verification of identity, orientation, food and non-food items and room assignments;during their stay with food and non-food items, instructions, briefings, activities andresolution of issues; and upon departure for medical appointments, return travel or onwardtravel with briefings, luggage support and transition to transportation. Enter and updaterelevant data in the appropriate systems and ensure vulnerable individuals are assisted ina manner that ensures their safety, security and comfort; report all issues immediately tothe appropriate supervisor(s).
4. Provide assistance at transit centers and third-party facilities for extended periods of up to12 hours and during overnight periods and weekends, ensuring the needs of individualsare met throughout their stay. Communicate promptly with third-party facilityrepresentatives and/or supervisors if issues arise.
5. Assist in the coordination of transportation from consolidation points, transit centers andthird-party facilities, including liaising with service providers, ensuring the identityverification, readiness and organization of individuals being transported, and providingrelevant briefings. Assist with baggage sorting, tagging and handling and escortindividuals on transportation as needed. Ensure individuals with special needs areprovided with appropriate services and report any issues to supervisors immediately.
6. Provide selection mission support, exit permit support and/or interpretation services forindividuals at the airport, in transit centers, camps, consolidation points and third-partyfacilities or during transport by air, ground or water.
7. Provide regular feedback on work being accomplished to the Operations Assistant (TeamLeader) and/or supervisors and team members and keep supervisors immediatelyinformed of any issues requiring their attention.
8. Maintain and ensure the confidentiality and integrity of all relevant paperwork in line withstandards of conduct and data protection rules. Alert the Operations Assistant (TeamLeader) or management of any non-compliance to SOPs or codes of conduct by IOM staffmembers or partners.
9. Perform such other duties as may be assigned.

Education
Completed secondary education required with four years of working experience or Bachelor’s degree with two years of working experience.

Experience
Prior Movement Operations or transportation experience is a strong advantage.

Skills
Good knowledge of Word, Excel and the internet.
Strong interpersonal and communication skills.

Languages
Fluency in English and Spanish (oral and written) is required.