Migrant Service Assistant (Kabul, Afghanistan) 87 views

Job Description

Job Description:

III. Responsibilities and Accountabilities:

1-Take responsibility for the day-to-day assistance to beneficiaries in the FAP Centre.

2-Provide excellent migrant service to applicants at all times, in full compliance with the Service Standards.

3-Assist and guide migrants in the completion of the online visa application form as per checklists and conduct completeness checks on all documentation before their visa appointment.

4-Complete questionnaires on behalf of applicants while ensuring accuracy of the information and verifying the consistency of the information in the questionnaires with the documentation provided;

5-Provide migrants with accurate information in a timely manner 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.

6-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 at their scheduled interview time, and in full compliance with the IOM Service Standards;

7-Maintain high level of accuracy of data capture, by ensuring that the information collected and recorded in the case management system are correct, complete and updated at all time;

8-Answer questions and provide remote guidance on form completion, visa requirements and general information to families and principle applicants;

9-Schedule appointments while ensuring appointment system for applicants in FAP is operated effectively;

10-Maintain records of all applications and contact with principle applicants and report these records periodically in a timely manner;

11-Inform management of any problems or issues immediately while regularly suggesting how to improve efficiency and service;  

12-Take active steps to mitigate fraud and malfeasance, and to monitor the integrity of records containing individual data; and,

13-Perform any other duties as may be assigned.


About IOM:

II. Organizational Context and Scope:

Under the overall supervision of the Migration Management Officer, programmatic supervision of the Family Assistance Program (FAP) Project Coordinator and the direct supervision of the Team Leader, the successful candidate will be based in Kabul and will be accountable and responsible for assisting the streamlining of applicant case processing and guiding family members on the German Family Reunification (FR) visa application process, which includes how to correctly complete the required forms and supporting documentation checklists.

Job Requirements

Job Requirements:

IV. Competencies:

The incumbent is expected to demonstrate the following values and competencies:

Values – all IOM staff members must abide by and demonstrate these three 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 – behavioural indicators level 3

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.

  Note: Appointment is subject to funding availability.


Ability to work effectively and harmoniously with colleagues from varied cultures

and professional backgrounds.

Ability to meet deadlines and work under pressure.
Experience with the following technologies: Windows 7 and NT operating systems; client/server hardware and software; input/output technology, digitizing equipment, internet services and related technologies;

V. Education and Experience:

University degree or equivalent in Business Management, Client Services, Social Science or related discipline preferred; or an equivalent combination of education, training & experience;
Minimum 3 years of relevant professional experience in a similar setting & capacity preferred;
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.
Previous work experience in international organizations and service industry companies would be an advantage.
Strong interpersonal & intercultural skills with an attention to detail

VI. Languages:

Fluent in English and Dari 

Advantageous: Good Knowledge in Pashto and Working knowledge of German is an advantage

Vacancy Number

SVN-KBL- 038/21

No. Of Jobs






Years of Experience

Minimum 3 years of relevant professional experienc


6 Months with possibility of extension



Submission Guideline

Submission Guideline:

Interested applicants are invited to send curriculum vitae by the following e-mail address:

applications4@iom.int  and by Close of Business (CoB) 23 May 2021 latest, referring to this advertisement quoting the above vacancy notice number.  Candidates holding an IOM contract, please update your information in your IOM SAP account, and submit that with your curriculum vitae to the mentioned email address, applicants who failed to do so will not be considered. We do not accept hard copies.

Note: Please write the SVN-KBL- 038/21 number in the subject of your email.

To create IOM PHF, please refer below:

 IOM Staff inside IOM network, please update your information in your IOM SAP account, please print and sent that to the mentioned email address along with your CV.

External candidate with no account yet in the IOM website, Click here to create your account. 

External candidate and already have an account,  Click here

IOM Staff outside IOM network, Click here

Campaigning for a candidate can be grounds for disqualification.

Submission Email

Submission Email


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