National Project Officer , Case Management (SIV)

Job Description:

1. Supervise daily RSC MENA case management activities in the assigned area(s), such as File Integrity, Program Access, Prescreening, Field Team, Adjudications Support, Scheduling, Pre-Departure Services or relevant sub-unit(s), including 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 processing activities.
2. Provide technical assistance, guidance and information on changes to workflows and procedures to staff members in accordance with the Refugee Processing System (START), USCIS, PRM Program Announcements and internal Standard Operating Procedures (SOPs).
3. Act as the primary liaison between RSC processing staff and RSC management. Promote clear and positive communication between various RSC units handling case management activities by encouraging dialogue between unit supervisors. Collaborate with wider IOM Jordan and IOM Jordan counterparts on RSC processing and case issues. Keep management well informed of achievements and challenges.
4. Use reports to monitor the RSC MENA pipeline and take appropriate action to address relevant processing delays or backlogs. As needed, directly handle urgent and sensitive cases at any stage in the pipeline to ensure they are processed effectively and efficiently.
5. In coordination with the Project Coordinators and Deputy Project Manager, RSC MENA, liaise with external partners, including the Refugee Processing Center (RPC) and the United Nations High Commissioner for Refugees (UNHCR) on case processing issues as needed.
6. Coordinate relevant statistics for the purpose of generating weekly activity and other reports. Report regularly to the Project Coordinators and Deputy Project Manager, RSC MENA on relevant activities, problems and solutions related to the workflow and processing pipeline.
7. Represent RSC MENA at meetings as needed, including with US and UN officials. Prepare reports, briefings, background information, narratives and statistical reporting as necessary and required.
8. Ensure the data integrity of RSC MENA records in the START database. Identify and utilize new tools to improve the quality of information entered into and extracted from START.
9. 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.
10. Support the overall development of RSC MENA by suggesting potential improvements to processing activities.
11. Perform such other duties as may be assigned.

Qualifications

Education

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

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

Experience

• Experience in USRAP, particularly in RSC processing activities, such as employment verification, case creation, pre-screening, USCIS adjudications support, scheduling, field support and out-processing, is essential;
• Knowledge of USRAP program implementation and familiarity with IOM’s administrative, financial and business rules and practices is desirable;

Skills

• Strong written and verbal communication skills and ability to effectively communicate with and lead a team;
• Demonstrated proficiency with the World Wide Refugee Admission Processing System (START);
• Excellent computer skills and a high level of proficiency in spreadsheet and database applications.

Languages

Fluency in English is required (oral and written).

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

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 three 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) (applicable only if position is 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

1. Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
2. 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.
3. National Professional Officers should be nationals of the country of their employment. NPOs perform work at the professional level and the same standards of recruitment qualifications and performance, required for International Professional staff.
4. Appointment will be subject to certification that the candidate is medically fit for appointment, verification of residency, visa, and authorizations by the concerned Government, where applicable. Vaccination against COVID-19 will be required for IOM personnel who are hired or otherwise engaged by IOM. As part of the mandatory medical entry on duty clearance, candidates will be requested to provide evidence of full vaccination.
5. 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.
6. IOM only accepts duly completed applications submitted through the IOM online recruitment system. The online tool also allows candidates to track the status of their application.

For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies