International Organization for Migration is looking for CVAC Client Service Assistant (Canada Visa Application Centre)

Position Grade: G-4
Duty Station: Yaounde, Cameroon
Job Family: Immigration Assistance
Organizational Unit: IBM at: Country Office level
Is this a Regional, HQ, MAC,
PAC, Liaison Office, or a Country Office based position?
Country office – based position
Reports directly to: CVAC Team Leader
Number of Direct Reports: 0

Organizational Context and Scope

Within the Department of Migration Management (DMM), Immigration and Border Governance (IBG)
Division, the Immigration and Visas (IV) Unit provides at the request of and in agreement with Member States, immigration and visa policy guidance and expertise as well as technical and operational solutions related to immigration, consular and visa-related matters. The work of the unit focusses on facilitating safe, regular and orderly migration and mobility, in support of the following: a) the IOM Constitution in relation to providing migration services including processing; b) the IOM Member State Strategy in relation to providing secure, reliable, flexible and cost-effective services for persons who require international migration assistance; c) the IOM Migration Governance Framework by assisting States to provide safe and regular access to available migration channels, including implementing well administered visa and entry schemes with limited wait times and reasonable fees; d) the UN Sustainable Development Goals, Goal 10, Target 7 which seeks to facilitate orderly, safe and
responsible migration and mobility of people, including through the implementation of planned and
well-managed migration policies; and e) the Global Compact for Migration, primarily Objective 3 which references the need to facilitate accurate information and access to visas, with pathways that respond to the needs of migrants, and Objective 5 which calls for States to enhance availability and flexibility of pathways for regular migration.

The Canada Visa Application Centre (CVAC) programme of the unit currently operates in 36 locations
across the globe. Over 200 IOM staff work on this programme, assisting over 150,000 migrants annually with all forms of visa applications including temporary and permanent resident visas.

Under the overall supervision of the CVAC Project Coordinator and direct supervision of the CVAC Team Leader programmatically and directly to the Chief of Mission administratively, the incumbent will provide administrative support for the CVAC operated by IOM.

Responsibilities and Accountabilities

1. Provide client services to applicants at all times, in full compliance with the Immigration, Refugees
and Citizenship Canada (IRCC) contractual obligations and service standards;
2. Assist in providing information to the applicants: distribution of forms and checklists; provision of
accurate and timely replies to applicants’ enquiries through phone, email, chat and in person; assistance and guidance with value added services;
3. Assist in collecting visa applications and sorting the documents: verification of completeness and
correctness of visa application forms; completeness check of the supporting documents; sorting
of the documents with relevant checklist; assistance to applicants if the documents are incomplete;
4. Input visa application data: maintain an expert user level with the provided application management software, ensure quality check of collected data and generated invoices; accuracy
of the tracking of passports and documents; scanning and quality check of supporting documents;
5. Collect visa and service fees; review correctness of payment and charge against the application
management software; issuance of invoices; daily reconciliation of collected fees and invoices; secure storage of cash;
6. Assist in reporting services: daily reports generation and quality check of collected applications
and fees; daily reports for contact centre (received calls, call-backs, missed calls etc.) assistance to VAC Team Assistant in quality check;

7. Delivery and collection of applications and passports: secure transfer of the visa applications and passports to/from the IRCC specified visa offices; sorting and counting of applications and passports; secure return of passports to applicants and delivery to courier;
8. Inform management of any problems or issues related to daily work, security issues, systems and software issues, complaints and make recommendations for improvement;
9. Compliance with IOM Staff Rules and Regulations and with all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy on Reporting Irregular Practices, Wrongdoing and Misconduct”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM Information Security Policy”;
10. Perform any other related duties that may be assigned by the Team Assistant or VAC
Management.

Required Qualifications and Experience

EDUCATION

High school diploma with four years of relevant experience; or,
University degree in the above fields with two years of relevant professional experience.
EXPERIENCE& SKILLS

Experience working within a team;
Experience in migrant-related programmes OR visa related services;
Experience in customer service; and,
Experience in liaising with governmental and diplomatic authorities and national and international institutions
Languages

REQUIRED

For this position, fluency in English is required (oral and written).
DESIRABLE

Knowledge of any other UN language
Competencies

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

VALUES – All IOM staff members must abide by and demonstrate these five 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 – Choose a level.

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

How to apply

Interested candidates should send their files including CV and cover letter to the attention of the Chief
of Mission at IOMCameroonApplication@iom.int , with the subject : “A pplication – CVAC Client Service Assistant” .

Only the preselected candidates will be contacted, on invitation to a written test before a final interview.

The commitment is subject to confirmation of funding. The engagement is subject to obtaining a medical certificate and obtaining a residence and security authorization.

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