Senior Programme Associate (German Speaker)

The Senior Programme Associate supports the streamlining of visa application services for German family reunification, resettlement, and evacuation caseloads. The role oversees communication activities, manages information centers, supports staff development, and ensures quality control of communication tools and visa application processes.

Responsibilities

• Oversee Program Associates undertaking communications activities related to case consultation, the information center and/or public affairs, including supporting staff development processes such as 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 communications activities.
• Oversee communication systems utilized by FAP, including, email management systems, phone systems, websites and online case inquiry systems, walk-in case consultation spaces and waiting areas.
• Identify system issues and potential solutions to communication challenges as needed.
• Ensure case consultation spaces are confidential and secure, accommodating scheduled and walk-in individuals as well as potential influxes.
• Work with the Project Officer to ensure staff undertaking case consultation are adequately trained and provide efficient, effective, accurate, clear and courteous information.
• Oversee the information center to ensure all communication by phone, email, website and other means are efficient, effective, accurate, clear and courteous.
• Coordinate with the Project Officer to ensure information provided is up to date, relevant and accessible to all persons, including at-risk individuals.
• Undertake activities related to public affairs including planning, developing, designing, producing and distributing materials for individuals served by FAP.
• Ensure regular quality control of communication tools such as email systems and compliance with Standard Operating Procedures (SOPs).
• Address communication-related backlogs or issues in coordination with management.
• Train communications team members to manage communication activities, update databases accurately and supervise communication team members and activities.
• Undertake duty travel as needed for communications-related activities, meetings and training.
• Assist in day-to-day implementation of FAP activities and provide logistical/administrative support during set-up period.
• Provide migrants with accurate information by distributing information sheets, handbooks, DNA sampling procedures and visa requirement checklists; assist with telephone and email inquiries; inform of changes to visa requirements or procedures.
• Monitor and ensure quality of visa applications, case management activities, email communication with beneficiaries, FAP database and follow-up with Program Associates on improvements.
• Provide ad-hoc trainings to Program Associates to promote knowledge and application of FAP SOPs, guidelines, protection mainstreaming and vulnerability screening.
• Maintain high skill in using IOM internal software platforms; enter applicant data and lodge application documents in required order for Embassy submission.
• Make informal translations of documents, communication and meetings for the Project Coordinator as needed.
• Communicate with German press, NGOs and other external German stakeholders on FAP related items in coordination with National Program Coordinator.
• Archive all documents at FAP ensuring proper organization of soft and hard copies.
• Monitor emails and provide timely replies within 2 business days in different languages ensuring high standards of service and accuracy.
• Highlight vulnerability cases needing support through case management budget in coordination with the team.
• Control quality of all German-related documents in FAP and ensure accurate applications are referred to the German consulate.

Requirements

• University degree or equivalent in Business Management, Client Services, Social Science, or related discipline preferred; or an equivalent combination of education, training & experience.
• Minimum 4 years (or 6 for candidates holding high school diploma) of relevant professional experience in a similar setting & capacity preferred.
• 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.
• Previous work experience in international organizations and service industry companies would be an advantage.
• Strong interpersonal & intercultural skills with an attention to detail.
• Experience in the usage of office software packages (MS Word, Excel, etc.) and knowledge of spreadsheet and data analysis.
• Experience supervising the development and implementation of administrative control procedures.
• In depth knowledge of the broad range of migration related subject areas dealt with by the Organization.
• Knowledge of UN and bilateral donor programming.
• Knowledge of financial rules and regulations.
• Knowledge of International Public Sector Accounting Standards (IPSAS).
• Fluency in English and German is required.
• Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
• Working knowledge of DARI/PASHTO will be preferred.

Skills

• MS Excel
• MS PowerPoint
• MS Word
• MS Office Publisher
• Data Analysis
• Administrative Control Procedures
• Migration policy knowledge
• UN Programming Knowledge
• Bilateral Donor Programming
• Financial Rules and Regulations
• International Public Sector Accounting Standards
• Visa Processing
• Communication Management
• Information Center Management
• Staff Development
• Quality Control
• Intercultural Skills
• Confidentiality Management

Languages

English, German, Dari, Pashto