Job Responsibilities

• Provide direct daily support to migrants at the FAP center, including reception, guidance, and case follow-up.
• Assist applicants in completing visa application forms and questionnaires, both in person and remotely, ensuring accuracy and adherence to required formats.
• Conduct pre-screening and completeness checks of documents prior to scheduled appointments, flagging any missing or inconsistent information.
• Accurately enter biographical and case data into the FAP case management system (Dynamics 365), ensuring all fields are filled in accordance with SOPs.
• Perform data entry, document scanning, photocopying, printing, and basic translation of applicant documents as needed.
• Collect biometric data (fingerprints and photos) from applicants, ensuring compliance with IOM and German Embassy standards.
• Assist with organizing, labeling, and preparing files for submission to the German Consular Section, following precise instructions for document order and folder naming.
• Support appointment scheduling by updating appointment lists, contacting applicants, confirming schedules, and managing appointment logistics.
• espond to applicant inquiries via phone, email, and in person, providing accurate, up-to-date information on visa procedures, requirements, and case status.
• Maintain and update internal records, lists, and trackers related to assigned cases, including follow-up on missing documents, communications, and embassy feedback.
• Follow up on requests from the German Embassy and ensure applicants submit any missing or updated documents within the specified timelines.
• Maintain a professional, respectful, and neutral demeanor in all interactions with applicants, ensuring impartial service delivery.
• Uphold confidentiality and data protection standards at all times, in line with IOM policy and German Embassy requirements.
• Assist in flagging vulnerable applicants in coordination with FAP supervisors, and support referrals to protection services where appropriate.
• Provide basic interpretation support in local languages and assist applicants with low literacy in understanding the process.
• Assist in setting up the working environment for daily operations, including preparing desks, biometric stations, and required supplies.
• Participate in staff briefings, trainings, and internal evaluations to improve service quality and stay updated on procedural changes.
• Escort applicants to designated interview rooms, biometric stations, or waiting areas as needed.
• Perform follow-up calls to applicants regarding document completion, interview scheduling, or new updates in their cases.
• Perform other tasks related to FAP activities as assigned by the Supervisor or Project Management.