- Take responsibility for the day-to-day assistance to beneficiaries in the FAP center and case management of their files;
- Efficiently and effectively manage family reunification visa application case files and medical records, including, registration of newly received family reunification appointments lists and creation of new case files into Dynamics 365 (data entry);
- Correctly enter data into the FAP case management software, verifying information previously entered, such as biographic and family information, and, as needed, scanning, photocopying, attaching, and filing documents, translating documents, and photographing applicants in accordance with established Standard Operating Procedures (SOPs);
- Ensure FAP case management system is updated as needed with application data, biographical and other sensitive information such as interview dates, activities conducted, medical data and file submission. Maintain high degree of skill in using IOM internal software platforms; enter required applicant data, lodge application documents in the required order in IOM designated folders for applicants to submit to Embassy;
- Provide beneficiaries with accurate information in a timely manner, including distributing information sheets and visa requirement checklists; assisting with telephone and e-mail inquiries from beneficiaries (including requirements for submitting visa applications) and assisting in informing beneficiaries of any changes to visa requirements or submission procedures;
- Assist and guide migrants in the completion of the visa application form as per checklists and remote conduct completeness checks on all documentation before their visa appointment, fill in the questionnaires when required;
- Call center service: responsible for outreach to families and principle applicants to answer questions and provide remote guidance on form filling, visa requirements and general information;
- Assist in reaching out to beneficiaries in countries where the project is not present in order to provide information about the family reunification visa application procedures to subsidiary protection holders and their families;
- Provide excellent service standards to beneficiaries and a high degree of accuracy using IOM internal software at all times;
- Demonstrate an in-depth understanding of the FAP SoPs as well as the ability to remain professional, impartial and unbiased during all interactions with applicants, colleagues and external stakeholders;
- .Maintain and ensure confidentiality of all FAP-related matters and information, by implementing the operations in accordance with guidelines, instructions, IOM standards of conduct and data protection rules. Alert management of any non-compliance to SOPs or codes of conduct by other staff members;
- Take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data; and,
- Performs any other duties as assigned.
- Completed High School degree from an accredited academic institution, with at least five years of relevant working experience, preferably in similar roles. or;
- University degree in Political Science, Migration Studies, International Relations or a related field from an accredited academic institution, with at least three years of relevant professional experience, preferably in similar roles;
- Fluent language skills in English, German and Arabic are required.
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