Project Coordinator, Case Management (P)

About IOM

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to ensuring a workplace where all employees can thrive professionally, while working towards harnessing the full potential of migration. Read more about IOM's workplace culture at IOM workplace culture | International Organization for Migration

For the purpose of this vacancy, the following are considered first-tier candidates: Internal candidates and Candidates from specific IOM Member States that are not represented among staff members in the Professional and higher categories. Second Tier Candidates include all external candidates, except candidates from non-represented member states of IOM.

Organizational Context and Scope

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to thousands of refugees each year. The International Organization for Migration (IOM) provides a range of services and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation and administration of a travel loan and collections program. The Department of Mobility Pathways and Inclusion (DMPI), specifically the Resettlement and Movement Management Unit (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to all resettlement programs.

Under the United States Refugee Admissions Program (USRAP), Resettlement Support Centers (RSCs) provide critical support and processing assistance for resettlement to the US. Under the terms of the Memorandum of Understanding (MOU) with the US State Department Bureau for Population, Refugees and Migration (PRM), IOM is responsible for implementing Resettlement Support Center (RSC) functions in PRM-designated locations. These activities include supporting visiting US Citizenship and Immigration Services (USCIS) officers, facilitating security and medical screenings, providing information about arriving individuals to resettlement agencies in the US and offering Cultural Orientation (CO) training to individuals departing for the US.

The position will initially be based in Washington DC, with subsequent relocation required according to programmatic requirements.

Responsibilities

Under the overall supervision of the Project Manager, RSC, and direct supervision of the Deputy Project Manager, RSC, the Project Coordinator, Case Management, will have the following duties and responsibilities:

• Provide daily management and supervision of units within the RSC Case Management pillar, including hiring, providing training and technical assistance, assigning duties and giving feedback to staff members on their performance on a regular basis to ensure high quality work and accurate completion of duties within such units as Program Access, Pre-screening, Field Team, Adjudications Support, Scheduling, Special Immigrant Visa (SIV) and Pre-Departure Services.
• Use reports to monitor the RSC pipeline and coordinate case management activities throughout the region based on pipeline numbers and mission priorities.
• Oversee all aspects of RSC circuit rides, including preparation, processing locations, interpreters, beneficiary messaging and reporting. Take appropriate action to address processing delays in relation to circuit rides.
• Act as a liaison between the RSC and the United Nations High Commissioner for Refugees (UNHCR) on case management activities throughout the region to ensure efficient resettlement processing and promote clear and positive communication between RSC staff members and program beneficiaries.
• In coordination with the Project Manager, RSC, and Deputy Project Manager, RSC, liaise with external partners, including US Embassy staff, NGOs and UNHCR on processing throughout the project. As needed, act as the primary liaison with the US Embassy Refugee Admissions Coordinator(s), Consular Affairs Division and USCIS Refugee Affairs Division officers in circuit ride locations, keeping RSC management well-informed.
• Collaborate with IOM mission and RSC counterparts on resource management, processing and case issues. Coordinate relevant statistics for the purpose of generating weekly activity and other reports.
• Report regularly to Deputy Project Manager, RSC, and Project Manager, RSC, on relevant activities, problems and solutions related to the workflow and processing pipeline.
• Provide technical assistance, guidance and information on changes to workflows and procedures to staff members in accordance with START, USCIS, PRM Program Announcements and internal Standard Operating Procedures (SOPs). Draft Standard Operating Procedures for RSC, and complete site assessment and evaluation trips throughout the region as needed.
• Represent RSC at meetings as needed, including with US and UN officials. Prepare reports, briefings, background information, narratives and statistical reporting as necessary and required.
• Maintain and ensure the confidentiality and integrity of all RSC-related information by implementing control procedures in line with USRAP standards of conduct and data protection rules. Alert the Deputy Project Manager of any non-compliance to SOPs or codes of conduct by RSC staff members.
• Support the overall development of the RSC by suggesting potential improvements to processing activities. Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Alert the supervisor or management of any non-compliance to SOPs, RMM Protection Mainstreaming Minimum Standards or IOM Standards of Conduct by IOM personnel or partners.
• Undertake duty travel as needed to participate in refugee interview and USCIS adjudication circuit rides, for meetings and for training.
• Perform such other duties as may be assigned.

Qualifications

Required Qualifications and Experience

• Education: Master’s degree in Social Science, International Relations, Regional Studies or a related field from an accredited academic institution with five years of relevant professional experience, or University degree in the above fields with seven years of relevant professional experience.
• Experience: Experience in USRAP, particularly in RSC processing activities, such as employment verification, case creation, pre-screening, USCIS adjudications support, scheduling, field support and out-processing, is required. Knowledge of USRAP program implementation and familiarity with IOM's administrative, financial and business rules and practices is desirable. Experience planning, coordinating, overseeing and monitoring RSC circuit rides is a strong advantage.
• Skills: Strong written and verbal communication skills and ability to effectively communicate with and lead a team. Demonstrated proficiency with START. Excellent computer skills and a high level of proficiency in spreadsheet and database applications.
• Languages: Fluency in English is required (oral and written). Working knowledge of another official UN language (Arabic, Chinese, French, Russian, and Spanish) is an advantage.

Required Competencies

IOM’s competency framework can be found at this link . Competencies will be assessed during the selection process.

Values

• Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
• 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – Behavioural indicators- Level 2

• 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 actions and delegated work.
• Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – Behavioural indicators - Level 2

• Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
• Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Key skills/competency

• Case Management
• USRAP
• Project Coordination
• Team Leadership
• Stakeholder Liaison
• Process Improvement
• Reporting and Analytics
• Cross-functional Collaboration
• Compliance and Data Integrity
• UNHCR Coordination