IOM-International Organization for Migration(Jordan)
This job is closed

Programme Assistant (AAP)

Job Description and Requirements

Position Title: Programme Assistant (AAP)
Duty Station: Amman – Jordan
Classification: General Service Staff, Grade G4
Type of Appointment: Special Short Term
Estimated Start Date: As soon as possible
Vacancy number: JOR/051/19
Closing Date: 31 Oct 2019

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.

IOM is committed to a diverse and inclusive environment
Applications from qualified female candidates are encouraged

Internal candidates who meet the eligibility criteria (Considered as first-tier candidates)

External candidates (considered as second- tier candidates)

Organizational Context and Scope
Under the overall supervision of Chief of Mission and Emergency Coordinator and the direct supervision of
Operations Officer, the incumbent will be responsible for supporting accountability to affected populations
(AAP) as outlined in the following sections:

Core Functions / Responsibilities:

  • Maintain communication with beneficiaries/non-beneficiaries through established hotline and respond to their queries via e-messaging and calls.
  • Develop and maintain a record of incoming and outgoing calls, categorizing inquiries and complaints.
  • Actively follow up with relevant operations and support staff to collect and return feedback to beneficiaries, ensuring timely feedback loops with callers.
  • Liaise with external partners and service providers as needed to troubleshoot and resolve issues reported by beneficiaries.
  • Escalate complaints and concerns to management when required to ensure appropriate action.
  • Assist in analyzing trends of incoming queries to develop and update FAQ materials and provide inputs for donor reporting as required.
  • Prepare and report call log analysis on an agreed frequency, contributing to other monitoring activities.
  • Always adhere to IOM’s data protection principles.
  • Ensure dignity and privacy of beneficiaries is respected and prioritized by protecting confidentiality of the information received.
  • Promote a beneficiary-centered approach through positive communication and timely follow-up to encourage feedback.
  • Provide feedback to improve processes for receiving, tracking and responding to calls.
  • Perform other tasks as assigned.

Required Qualifications and Experience
Education & Experience

  • Completed university degree from an accredited academic institution with two years of relevant professional experience OR High school with four years of relevant professional experience.
  • Broad sector knowledge and/or field experience in the areas of accountability to affected populations, protection, humanitarian response and related areas.


  • Fluency in English language and Arabic language is required.

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

  • 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 – behavioral indicators level 1

  • 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.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

The appointment will be subject to certification that the candidate is medically fit for appointment and
verification of residency, visa and authorizations by the concerned Government, where applicable. In
addition to a clearance from the local government “Court Clearance”.

How to apply:
Interested external candidates are invited to submit their applications plus motivation letter via
Akhtaboot website, by 31 Oct 2019 at the latest, referring to this advertisement and VN # xxxx-
Interested Internal candidates need to submit their application plus a cover letter to
[email protected] by 31 Oct 2019, their updated IOM Personal History (PH) Form or E-recruit
Internal Candidate profile generated from PRISM Portal.
For further information, please refer to:
In order for an application to be considered valid, IOM only accepts online profiles duly completed in
Akhtaboot website for External candidates and [email protected] internal candidates.
Only shortlisted candidates will be contacted. You can track the progress of your application on your
personal application page in the Akhtaboot website.

Posting period:
From 17 Oct 2019- 31 Oct 2019