VN: Senior Programme Associate (German Speaker)

Established in 1951, the International Organization for Migration (IOM) is a related organization of the United Nations and the leading UN agency in migration. Collaborating closely with governments, intergovernmental, and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. The organization focuses on saving lives, protecting people on the move, addressing displacement, and facilitating regular migration pathways while providing services and advice to governments and migrants. IOM is dedicated to fostering an inclusive and supportive workplace where employees can thrive professionally and feel valued. Candidates from diverse backgrounds are encouraged to apply, and reasonable accommodations are provided throughout the recruitment process.

Under the supervision of the FAP Senior Programme Coordinator and direct oversight of the Family Assistance Programme (FAP) National Program Coordinator, the successful candidate will support the streamlining of visa application services related to German family reunification, resettlement, and evacuation caseloads. This role involves managing communication systems, overseeing staff engaged in case consultations and public affairs, and ensuring high-quality service delivery to migrants and stakeholders.

Key Responsibilities

- Oversee Program Associates involved in communications activities related to case consultation, the information center, and public affairs. This includes staff development tasks such as hiring, training, assigning duties, and providing performance feedback to maintain high-quality outputs.

- Manage communication systems used by FAP, including email, phone, websites, online inquiry platforms, and physical consultation spaces. Identify and resolve system issues to improve communication efficiency.

- Ensure confidentiality and security in case consultation spaces, accommodating scheduled and walk-in individuals, and collaborate with the Project Officer to train staff in delivering accurate, clear, and courteous information.

- Supervise the information center to guarantee that all communications via phone, email, websites, and in-person are effective, accurate, and accessible, especially for at-risk individuals.

- Support public affairs activities by assisting in the planning, development, design, production, and distribution of informational materials in various formats for FAP beneficiaries.

- Conduct regular quality control of communication tools and ensure compliance with Standard Operating Procedures (SOPs). Address backlogs or communication challenges proactively with management.

- Train communications team members on managing communication activities, updating databases such as 365 Dynamics CRM, and supervising team performance.

- Undertake duty travel as necessary for meetings, training, and communications-related activities.

- Assist with daily FAP operations and provide logistical and administrative support, including coordination with Administration Units on documentation such as Purchase Orders and Requests for Proposals.

- Provide migrants with timely and accurate information through various channels, including distributing information sheets, integration handbooks, and visa requirement checklists; respond to inquiries from applicants, sponsors, and representatives.

- Monitor visa application quality, case management activities, email communications, and database accuracy, fostering positive collaboration within the FAP team.

- Deliver ad-hoc training to Program Associates on SOPs, guidelines, protection mainstreaming, and vulnerability screening in coordination with senior staff.

- Maintain data entry accuracy within IOM software platforms, organize application documents for embassy submissions, and provide informal translations as needed.

- Liaise with German press, NGOs, and external stakeholders on FAP-related matters in coordination with the National Program Coordinator.

- Manage archiving of all FAP documents, ensuring proper organization of both digital and physical files.

- Monitor incoming emails in multiple languages, ensuring timely and high-quality responses within two business days.

- Identify vulnerability cases requiring additional support such as transportation, accommodation, or referrals through the case management budget.

- Ensure quality control of all German-related documents and accurate referral of applications to the German consulate.

Required Qualifications

- University degree or equivalent in Business Management, Client Services, Social Science, or related fields; or an equivalent combination of education, training, and experience. Accredited institutions should be recognized by the UNESCO World Higher Education Database.

- Minimum of 4 years of relevant professional experience in a similar role (6 years if holding only a high school diploma), demonstrating accuracy and confidentiality.

- Proficiency in Microsoft Office applications, especially Excel, Word, PowerPoint, and Publisher. Experience with information technology systems and prior work in international organizations or service industries is advantageous.

- Strong interpersonal and intercultural skills with keen attention to detail.

- Experience with office software packages, spreadsheet and data analysis, and supervising administrative control procedures.

Languages

- Fluency in English and German is required. Proficiency will be assessed during the selection process and may include written and oral evaluations.

- Working knowledge of Dari/Pashto is preferred.

Competencies

Candidates are expected to demonstrate IOM’s core values: inclusion and respect for diversity, integrity and transparency, professionalism, courage, and empathy. Core competencies include teamwork, delivering results, knowledge sharing, accountability, and communication. For those with supervisory responsibilities, managerial competencies such as leadership, empowering others, building trust, strategic thinking, and humility are essential.

Additional Information

Appointment is subject to funding confirmation, medical fitness, accreditation, residency or visa requirements, and security clearances. IOM maintains a zero-tolerance policy regarding misconduct, including sexual exploitation, harassment, abuse of authority, and discrimination. The recruitment process is free of charge, and applications must be submitted through the official IOM e-Recruitment system. Only shortlisted candidates will be contacted. This selection process may also be used to fill similar positions in other duty stations, with eligibility for appointment valid for 24 months.