Programme Associate

The Programme Associate will assist in streamlining visa application services for German family reunification, resettlement, and evacuation caseloads. The role involves case management, data entry, scheduling, client assistance, and coordination with various stakeholders to ensure efficient visa processing.

Responsibilities

• Assist beneficiaries at the FAP Center and case management of their files.
• Process family reunification visa application cases, including data entry into Dynamics 365 and file distribution.
• Conduct applicant form completion and casework interviews to record family separation and case histories.
• Enter data accurately into the FAP case management software and handle document scanning, photocopying, attaching, filing, translating, and photographing applicants.
• Organize and schedule family reunification appointments and assist logistics.
• Update FAP case management system with application data and sensitive information.
• Lodge application documents in required order to IOM designated folders for Embassy submission.
• Assist and guide migrants in visa application form completion and conduct remote completeness checks.
• Provide migrants with accurate information and handle inquiries via telephone and email.
• Organize applicant files per German Consular staff instructions and IOM Service Standards.
• Call families and principal applicants to provide remote guidance on visa requirements and form filling.
• Maintain records of applications and contacts and assist with report preparation.
• Report problems and suggest improvements to supervisors.
• Maintain confidentiality and ensure compliance with IOM standards and data protection rules.
• Mitigate fraud and monitor integrity of records containing individual data.
• Flag vulnerable cases needing referral and protection support and follow up on their status.
• Handle hardship and medical cases, coordinate with medical department and German Embassy, and report monthly on medical cases.
• Ensure general maintenance of the IOM FAP office building and monitor facility equipment.
• Coordinate with logistics, finance, and human resources units and act as admin focal point for the Team.
• Organize and register missing documents sent by applicants and submit them to Embassy daily.
• Support German resettlement missions by filling visa application forms, collecting documents and biometric fingerprints, and preparing files.
• Receive and forward files for legalization to the Embassy and ensure physical delivery.
• Provide training and assistance to newly joined staff members.
• Undertake duty travel to support other offices in family reunification services, resettlement operations, meetings, and training.

Requirements

• School diploma with five years of relevant experience; or, Bachelor's degree in Business Management, Client Services, Social Science, Engineering Science or related field or related fields from an accredited academic institution with three years of relevant professional experience.
• Previous work experience in international organizations and service industry companies and in non-government or government institutions/organization in a multi-cultural environment is an advantage.
• Demonstrated ability to maintain accuracy & confidentiality in performing responsibilities.
• 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.
• Strong interpersonal & intercultural skills with an attention to detail.
• Attention to detail, ability to organize paperwork in a methodical way; discreet, detail and client-oriented, patient and willingness to learn new things.
• Fluency in English & Dari/Farsi (oral and written) is required.
• Competencies include inclusion and respect for diversity, integrity and transparency, professionalism, courage, empathy, teamwork, delivering results, managing and sharing knowledge, accountability, and communication.

Skills

• Case Management
• Data Entry
• Scheduling
• Client Assistance
• Stakeholder Coordination
• MS Excel
• MS PowerPoint
• MS Word
• MS Office Publisher
• Information Technology Proficiency
• Confidentiality Management
• Document Organization
• Interpersonal Skills
• Inter-Cultural Communication
• Attention to Detail

Languages

English, Dari, Farsi