Responsibilities: Coordinate a team or teams of up to a total of eight POE staff members undertaking field support activities in an assigned area or areas primarily at the assigned airport(s) to ensure that the movement of beneficiaries under IOM is carried out in a safe, dignified, and humane manner. Act as key liaison among the POE National Associate Operations Officer, Operations Associate team members, and IOM Washington DC Movement Operations team.
Coordinate the efficient and effective management of airport assistance by conducting regular oversight and monitoring of teams carrying out field support duties at the assigned airport and the office. Assistance includes care and verification of travel documentation; assistance with airport formalities; escorts for arriving and departing individuals; ensuring individuals with special needs or equipment receive appropriate support; and sending movement notifications. This often requires meeting the beneficiaries at the arrival gate and walk with them through to the baggage claim area; assist them with collecting check-in luggage at the baggage area; and carry them to the onward transportation check-in point.
Coordinate team members as they assist individuals at assigned areas throughout their stay. Coordinate with the supervisors to maintain an organized flo w of individuals and their luggage through arrival and departure procedures at the airport. Track relevant information regarding flight data and ensure team members are updated on departure times, delays, and cancellations; work with staff to ensure luggage and medical checks are organized efficiently.
Under supervisor oversight , create the weekly shift schedule and assign tasks, ensuring coverage is adequate to maintain a safe, secure, and clean environment; employing creative problem solving as needed to handle problems.
In coordination with the supervisors, liaise as needed with the Department of Homeland Security (DHS), US Customs and Border Protection (CBP), the Center for Disease Control (CDC), the Transportation Security Administration (TSA), airlines, service providers and airport authorities. Ensure issues that arise with arriving flights, transit, ground transportation, hotels, and partners are addressed effectively.
Coordinate with relevant units, partners, and vendors when unexpected issues arise, such as a medical emergency, and coordination and implementation of necessary changes to the routing schedule due to delays and cancellations.
Assist Operations Associate in liaising with the IOM Washington DC Medical Department on incoming escorts, special medical projects, and cases requiring immediate assistance; provide after-hours support to service providers, IOM Washington DC Operations, and the IOM Washington DC Medical Department; and serve as a ground transportation and hotels contact.
Report to the supervisors when trending incidents occur, one-off incidents that are non-compliant to SOPs and codes of conduct by staff members and partners, best practices are identified, and lessons learned from trial and error.
Train the team members to efficiently and effectively manage their work, conduct quality assurance, and to monitor and guide other staff members and activities. Support with fulfilling the training requirements by tracking completion to ensure compliance and, when needed, facilitate onboarding and refresher trainings.
Coordinate quality assurance checks of relevant data managed in IOM proprietary tools and systems.
Support staff development processes such as hiring, providing training, assigning duties, and giving feedback to staff members on their performance on a regular basis to ensure high quality work and the accurate completion of the activities.
Undertake duty travel as needed to participate in POE-related meetings or training sessions, or to escort individuals transiting to their final destination.
Demonstrate an in-depth understanding of applicable SOPs, related systems and databases, and IOM Standards of Conduct. Maintain and ensure the confidentiality and integrity of all relevant information in line with SOPs, Standards of Conduct and relevant data protection rules. Alert management of any non-compliance to SOPs or codes of conduct by staff members or partners.
Uphold RMM Protection Mainstreaming Minimum Standards while carrying out all duties and responsibilities and demonstrate the ability to remain professional, impartial and unbiased during all interactions with migrants and colleagues per the IOM Standards of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Alert the supervisor or management of any non-compliance to SOPs, RMM Protection Mainstreaming Minimum Standards or IOM Standards of Conduct by IOM personnel or partners.
Perform such other duties as may be assigned.
*NOTE: This position entails physical duties including standing, walking, bending, lifting, pushing, and pulling. Candidates must possess the physical capability to fulfil these tasks effectively and safely. The ability to meet these requirements is essential for successful performance in this role.
