Project Coordinator, Communications
Position Title : Project Coordinator, Communications
Duty Station : Amman, Jordan
Classification : Professional Staff, Grade P3
Type of Appointment : Fixed term, one year with possibility of extension
Estimated Start Date : As soon as possible
Closing Date : 21 May 2018
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 a diverse and inclusive environment. Applications from qualified female candidates are especially encouraged. For the purpose of the vacancy, the following candidates are considered as first-tier candidates:
1. Internal candidates
2. Qualified applicants from the following NMS countries:
Antigua and Barbuda, Bahamas, Congo, Cabo Verde, Czech Republic, Djibouti, Fiji, Micronesia (Federated States of), Gabon, Guyana, Iceland, Comoros, Lesotho, Libya, Montenegro, Marshall Islands, Mauritania, Malawi, Namibia, Nauru, Papua New Guinea, Paraguay, Seychelles, Slovenia, Suriname, El Salvador, Swaziland, Timor-Leste, Holy See, Saint Vincent and the Grenadines, Vanuatu, Samoa
The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to 110,000 or more individuals each year. 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. Some 1200 multi-disciplinary staff members work in support of the USRAP which has an annual budget in the range of USD 340 million. The Department of Operations and Emergencies (DOE), specifically the Resettlement and Movement Division (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), the Resettlement Support Center (RSC) provides critical support and processing services for resettlement to the US. As part of an MOU between IOM and the US State Department Bureau for Population Refugees and Migration (PRM), IOM manages the RSC for the Middle East and North Africa (MENA). RSC MENA prepares applications for adjudication by and provides support to visiting US Citizenship and Immigration Services (USCIS) officers, facilitates security and medical screenings, provides information about arriving individuals to resettlement agencies in the US and offers Cultural Orientation (CO) training to individuals departing for the US.
Under the general supervision of the Chief of Mission and the direct supervision of the Project Manager, RSC MENA, the successful candidate will be based in Amman, Jordan and will have the following duties and responsibilities:
Core Functions / Responsibilities:
- Provide daily management and supervision of RSC staff in direct contact with program beneficiaries in relation to program applications and inquiries, providing training and technical assistance, assigning duties and giving feedback to staff members on their performance on a regular basis.
- Identify applicants in the USRAP who are most at risk, sensitive or high profile and track and follow their cases to ensure appropriate action and expedited treatment is undertaken by RSC MENA and internal and external partners.
- Liaise directly with program beneficiaries when needed, including answering routine queries from and following up with high-profile, sensitive and at-risk cases that have been assigned expedited processing status.
- In coordination with the Project Manager and Deputy Project Manager, RSC MENA, liaise directly with internal and external partners as necessary, including the United Nations High Commissioner for Refugees (UNHCR), the Bureau of Population, Refugees and Migration (PRM), US Embassy representatives, other US government representatives and legal representatives, responding to sensitive or high-profile inquiries related to expedited or at-risk program beneficiaries.
- Ensure communications with program beneficiaries are accurate, efficient, timely, sensitive and compliant with program guidelines by monitoring incoming and outgoing communications, reviewing templates in both Arabic and English, creating and implementing information campaigns as necessary and troubleshooting backlogs or other communication issues as needed.
- Improve beneficiary access to information, efficient responses and efficient application and case processing by identifying gaps and delays in communication systems and program steps and responding to those gaps and delays by enhancing existing communication tools, such as the web site, correspondence software and the telephone switching station, or identifying and implementing better communication tools, including those that can automate program tasks.
- Regularly create and maintain situation reports on country and regional conditions, including specific information about threats by various actors operating in the region, for use by the Project Manager, Deputy Project Manager, Senior Project Officers, Project Officers, Project Associates and other staff members assessing the risks posed against program beneficiaries.
- In accordance with changes to program activities and guidelines, as well as improvements made to communications-related activities, regularly update RSC MENA Standard Operating Procedures (SOPs) on communications, and ensure staff members working on case intake and information center activities are fully trained on all communications SOPs, including additions and alterations.
- Collaborate with RSC MENA counterparts on case issues while being aware of relevant program rules, guidelines and procedures for all program activities, including case intake, prescreening, USCIS support and outprocessing.
- 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.
- Represent RSC MENA at meetings as needed, including with high-level US and UN officials. Prepare reports, briefings, background information, narratives and statistical reporting as necessary and required.
- Perform such other duties as may be assigned.
Required Qualifications and Experience:
• 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.
• Supervisory or management experience within the USRAP an asset, particularly in relation to RSC activities such as communications, case intake, pre-screening, USCIS support and out-processing;
• Experience working with high-profile, at-risk and sensitive program beneficiaries, and experience with expedite systems;
• Demonstrated experience engaging with beneficiaries using interactive and innovative systems and tools;
• Strong writing skills and experience developing fact sheets, flyers and brochures.
• Call centre experience, or experience working with communication systems and tools such as
Customer Relationship Management (CRM) System;
• Demonstrated proficiency with the World-Wide Refugee Admissions Processing System
(WRAPS) and advantage;
• Sound knowledge of program implementation and familiarity with IOM’s administrative, financial and business rules and practices;
• Excellent computer skills and proficiency in spreadsheet and database applications;
• A background in journalism and/or working with the media is an asset.
Fluency in English is required. Working knowledge of Arabic is an advantage.
• Accountability – takes responsibility for action and manages constructive criticisms;
• Client Orientation – works effectively well with client and stakeholders;
• Continuous Learning – promotes continuous learning for self and others;
• Communication – listens and communicates clearly, adapting delivery to the audience;
• Creativity and Initiative – actively seeks new ways of improving programmes or services;
• Leadership and Negotiation – develops effective partnerships with internal and external stakeholders;
• Performance Management – identify ways and implement actions to improve performance of self and others;
• Planning and Organizing – plans work, anticipates risks, and sets goals within area of responsibility;
• Professionalism – displays mastery of subject matter;
• Teamwork – contributes to a collegial team environment; incorporates gender related needs, perspectives, concerns and promotes equal gender participation;
• Technological Awareness – displays awareness of relevant technological solutions;
• Resource Mobilization – works with internal and external stakeholders to meet resource needs
Internationally recruited professional staff are required to be mobile.
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
The list of NMS countries above includes all IOM Member States which are non-represented in the Professional Category of staff members. For this staff category, candidates who are nationals of the duty station’s country cannot be considered eligible.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, and security clearances.
Interested candidates are invited to submit their applications via PRISM, IOM e-Recruitment system, by 21 May 2018 at the latest, referring to this advertisement.
For further information, please refer to:
In order for an application to be considered valid, IOM only accepts online profiles duly completed.
Only shortlisted candidates will be contacted. You can track the progress of your application on your personal application page in the IOM e-recruitment system.
From 08.05.2018 to 21.05.2018
Requisition: VN 2018/112 (P) – Project Coordinator, Communications (P3) – Amman, Jordan (55470863) Released
Posting: Posting NC55470867 (55470867) Released