Migrant Service Assistant - G4

Under the programmatic supervision of the Family Assistance Program (FAP) Project Manager and the overall supervision of Head of Office, the successful candidate will be based in Beirut and will be accountable and responsible for assisting the streamlining of applicant case processing and guiding Syrian family members on how to correctly complete the German Family Reunification (FR) visa application and supporting documentation checklists.

The successful incumbent is expected to:

1. Provide day-to-day assistance to beneficiaries in the FAP Centre and excellent migrant service to applicants, in full compliance with the Service Standards;
2. Assist and guide migrants in the completion of the online visa application form as per checklists, conduct completeness checks on all documentation and collect when required, biometric information;
3. Complete questionnaires on behalf of applicants while ensuring the accuracy of the information and verifying the consistency of the information in the questionnaires with the documentation provided;
4. Provide migrants with accurate information on time and distribute information sheets, Integration Handbook, and visa requirement checklists, assisting with telephone and e-mail inquiries from clients (including requirements for submitting visa applications); and informing clients of any changes to visa requirements or submission procedures;
5. Organize the files of the applicants in the required order based on the instructions of the German Consular staff in IOM-designated folders for applicants to submit to the Consulate, and in full compliance with the IOM Service Standards;
6. Maintain a high level of accuracy of data capture, by ensuring that the information collected and recorded in the case management system is correct, complete and updated at all time;
7. Answer questions and provide remote guidance on form completion, visa requirements and general information to families and principle applicants, schedule appointments while ensuring the appointment system for applicants in FAP is operated effectively;
8. Maintain records of all applications and contact with applicants and report these records periodically on time, inform management of any problems or issues immediately while regularly suggesting how to improve efficiency and service, take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data;
9. Perform any other duties as may be assigned.

The successful candidate is expected to demonstrate the following values and competencies:

Values

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• 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.

Core Competencies 

• 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 action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Skills

• 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