1. TERMS OF REFERENCE
Position title
Position grade
Duty station
CANVAC Client Services Assistant
G 4 (Special All Inclusive)
Kinshasa
Seniority band:
Job family:
Organizational unit:
Position number
Subject to rotation
Duration
2. Migration
Migration
SVN 2013-40
No
6 Months (renewable)
Reporting directly to Chief of Mission
Overall supervision by Immigration & Border Management (IBM) Division’s
Immigration & Visa Support Solutions (IVSS) Unit
Managerial responsibility No
Directly reporting staff N/A
II. ORGANIZATIONAL CONTEXT AND SCOPE
Established in 1951, IOM is the leading inter-governmental organization in the field of
migration and 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.
Under the general oversight of the Immigration & Border Management (IBM) Division’s
Immigration & Visa Support Solutions (IVSS) Unit at HQ and reporting directly to the regional
VAC (Visa Application Centre) Manager for Eastern Europe and Central Asia
programmatically and directly to the IOM Chief of Mission administratively, the Incumbent
will provide administrative support for the Canadian Visa Application Centre operated by
IOM; particularly s/he will:
2
III. RESPONSIBILITIES AND ACCOUNTABILITIES
1. Provide client service excellence to applicants at all times, in full compliance with the CIC
(Citizenship and Immigration Canada) Statement of Work (SOW) and the CIC Service
Standards.
2. Assist in the provision of client information: distribution of application forms,
information sheets and checklists regarding visa requirements; assist with telephone,
fax, e-mail, chat and SMS inquiries from clients (including requirements for submitting
visa applications and the location of client’s passport), providing timely and accurate
information to clients; marketing and providing assistance to clients with Value Added
Services including but not limited to Self-Service and Assisted Data Entry services.
Informing clients of any changes to visa requirements or submission procedures.
3. Assist in the collection and forwarding of complete applications as per CIC checklists,
including biometrics collection: provide guidance to clients on the proper completion of
application forms, while reviewing and collecting same applications along with any
supporting / additional documents, as required; record, dispatch and follow up on
applications and passports; arrange appointments for visa applicants who require
interview, as required.
4. Collection of Fees: Where required, collect the applicable Canadian visa fee(s) and IOM
service fee(s); issue accurate receipts; daily reconciliation of receipts and reporting
same; Safe keeping of all applications, supporting documentation and fees collected and
responsible for CANVAC office keys;
5. Data Capture; Assist in maintaining a high degree of skill in using the CANVAC software
platform provided; enter all applicant data, enroll biometrics as required, submit
application documents in the required order, while forwarding all applicant, passport
and appointment information to CIC; ensure accurate tracking of both applications and
supporting documents via the CANVAC software’s bar code scanning system;
6. Returning of passports, supporting documentation and visa decisions. Assist in
collecting processed applications; returning processed applications, passports and
supporting documentation;
7. Reporting: Assist in maintaining accurate and detailed records of all applications and
fees received, and biometrics enrolled and report these records daily;
8. Maintain a professional appearance and migrant friendly demeanour at all times;
9. Maintain positive working relationships with IOM’s Lead VAC Partner, VFS Global and
CIC staff locally.
10. Immediately inform management of any problems or issues related to her/his daily work
and regularly make suggestions on how to improve efficiency and client service.
11. Comply with the IOM Policy for a Respectful Working Environment”, “IOM Confidentiality
Agreement”, “IOM Data Protection Manual”, IOM Standards of Conduct”, and the “IOM
Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”.
12. Any other duties as may be assigned by the supervisors
IV. COMPETENCIES
The incumbent is expected to demonstrate the following technical and behavioural
competencies
Behavioural
Accountability:
- Accepts and gives constructive criticism
- Follows all relevant procedures, processes, and policies
3. - Meets deadline, cost, and quality requirements for outputs
- Monitors own work to correct errors
- Takes responsibility for meeting commitments and for any shortcomings
Client Orientation:
- Identifies the immediate and peripheral clients of own work
- Establishes and maintains effective working relationships with clients
- Identifies and monitors changes in the needs of all clients, including donors,
governments, and project beneficiaries
- Keeps clients informed of developments
Continuous Learning:
- Contributes to colleagues’ learning
- Demonstrates interest in improving relevant skills
- Demonstrates interest in acquiring skills relevant to other functional areas
- Keeps abreast of developments in own professional area
Communication:
- Actively shares relevant information
- Clearly communicates, and listens to feedback on, changing priorities and
procedures
- Writes clearly and effectively, adjusting wording to the intended audience
- Listens effectively and communicates clearly, adapting delivery to the audience
Creativity and Initiative:
- Proactively develops new ways to resolve problems
- Actively seeks new ways of improving programmes or services
- Expands responsibilities without interfering with existing ones
- Persuades others to consider new ideas
Leadership and Negotiation:
- Convinces others to share resources
- Actively identifies opportunities for and promotes organizational change
- Presents goals as shared interests
- Articulates vision to motivate colleagues and follow through
Performance Management:
- Provides constructive feedback to colleagues
- Identifies ways for their staff to develop their abilities and careers
- Provides fair, accurate, timely, and constructive staff evaluations
- Uses staff evaluations appropriately in recruitment and other relevant HR
procedures
Planning and organizing:
- Sets clear and achievable goals consistent with agreed priorities for self and others
- Identifies priority activities and assignments for self and others
- Organizes and documents work to allow for planned and unplanned handovers
- Identifies risks and makes contingency plans
- Adjusts priorities and plans to achieve goals
- Allocates appropriate times and resources for own work and that of team members
Professionalism:
- Masters subject matter related to responsibilities
- Identifies issues, opportunities, and risks central to responsibilities
- Incorporates gender-related needs, perspectives, and concerns, and promotes equal
gender participation
- Effectively applies knowledge of migration issues within organizational context
- Correctly frames migration issues within their regional, global, and political context
- Persistent, calm, and polite in the face of challenges and stress
- Treats all colleagues with respect and dignity
4. - Works effectively with people from different cultures by adapting to relevant
cultural contexts
- Knowledgeable about and promotes IOM core mandate and migration solutions
Teamwork:
- Actively contributes to an effective, collegial, and agreeable team environment
- Contributes to, and follows team objectives
- Gives credit where credit is due
- Seeks input and feedback from others
- Delegates tasks and responsibilities as appropriate
- Actively supports and implements final group decisions
- Takes joint responsibility for team’s work
Technological Awareness:
- Learns about developments in available technology
- Proactively identifies and advocates for cost-efficient technology solutions
- Understands applicability and limitation of technology and seeks to apply it to
appropriate work
Technical
Excellent computer skills, especially in MS Office applications such as MS Word,
MS Excel, MS Access, Internet Explorer.
V. EDUCATION AND EXPERIENCE
· Education/Training: Bachelor’s Degree in Business Management, Client Services, Social
Science or related discipline; or an equivalent combination of education, training &
experience;
· Experience: Minimum 4 years of relevant professional experience in a similar client
services setting and capacity preferred; Demonstrated ability to maintain accuracy &
confidentiality in performing responsibilities;
VI. LANGUAGES
Required
Fluent English
Fluent French
Applications (CV or P11, a letter typed copies of diplomas and certificates of service
provided) can be
sent to the following email address: [email protected] before September 30,
2013, with the
Reference: SVN 2013 – 40-DRC. No applications will be received physically.
