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.

Context:

Working under the direct supervision of CVAC Team Leader the selected candidate will provide administrative support for the CVAC operated by IOM.

Duties and responsibilities would include:

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. Manage queue order through Queue Management System at the reception desk and submission counters as required.
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 service fees; review correctness of payment and charge against the application management software; issuance of invoices; daily reconciliation of collected fees and invoices.
6. Assist in reporting services: daily reports generation and quality check of collected applications and fees; assistance to CVAC Team Leader 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 all IOM Policies including: “IOM Standards of Conduct”, “IOM Policy for a Respectful Working Environment”, “IOM Policy and Procedures for Preventing and Responding to Sexual Exploitation and Abuse”, “IOM Confidentiality Agreement”, “IOM Data Protection Principles”, “IOM IT Policies and Guidelines”.
10. Perform such other duties as may be assigned.

Training components and learning elements:

• The intern will gain experience in a UN Organization, including client service and visa sphere.
• Gain experience in collecting visa applications and providing administrative services in compliance with the Immigration, Refugees and Citizenship Canada (IRCC) contractual obligations and service level agreements.
• Enhance computer, technical skills and software skills by using different business applications.
• Develop interpersonal and intercultural skills, time-management and organizational skills.
• Learn to work independently and collaboratively.
• Demonstrate ability to maintain accuracy and confidentiality in performing responsibilities; 100% integrity.
• Acquire detailed knowledge of IOM’s values, mission and objectives and how IOM works with the partners and other stakeholders to promote humane and orderly migration.

Required Qualifications and Experience:

• Be enrolled in the final academic year of a first university degree programme (minimum Bachelor’s level or equivalent); or
• Be enrolled in a graduate school programme (second university degree or equivalent, or higher); or
• Have graduated with a university degree (as defined in 4.1(a) or (b) above) and, if selected, must commence the internship within one year of graduation.
• University degree in Economics, International Relations, Business Administration, the Social Sciences, Law, Development Studies, International Affairs or any related discipline will be considered.
• All applicants must be between 20 and 36 years of age.
• Experience in migrant-related programmes or visa related services is an advantage.
• Experience in customer service.
• Excellent computer skills, MS Office applications.
• Ability to draft correspondence and communicate effectively in English.
• Excellent writing, communication and analytical skills.
• Excellent organizational skills and practical experience in knowing how to multi-task, prioritize and work independently.
• Experience in working effectively and harmoniously in a team of colleagues of varied cultural and professional backgrounds.
• Proven ability to produce quality work accurately and consistently according to set deadlines.

Languages:

Fluency in English, Kazakh and Russian is required (oral and written).

Working knowledge of French is desirable.

Required Competencies:

The successful candidate is expected to demonstrate the following values and competencies:

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

• 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.