Introduction
Established in 1951, IOM is a Related Organization of the United Nations and the leading UN agency in the field of migration. Working closely with governmental, intergovernmental and non-governmental partners, IOM promotes humane and orderly migration for the benefit of all. It saves lives and protects people on the move, drives solutions to displacement, and facilitates pathways for regular migration, while providing services and advice to governments and migrants.
IOM is committed to fostering a respectful, inclusive and supportive workplace where all employees can thrive professionally and feel valued. By creating such an environment, IOM aims to better harness the full potential of migration and strengthen its support to people on the move.
Organizational Context and Scope
the Government of Guinea, has been implementing a programme aimed at assisting migrants through
protection, return and reintegration, while strengthening migration governance. In September 2022, a new
phase of this programme was launched under the name Migrant Protection, Return and Reintegration
(MPRR), which is currently ongoing.
stranded migrants along the Mediterranean route in terms of protection, return, and reintegration into their
countries of origin. In Guinea, the programme is implemented nationwide and has supported nearly 30,000
migrants to date, including 15% women.
As part of programme implementation, IOM promotes accountability to affected populations (AAP) through
established Complaints and Feedback Mechanisms (CFM), including a call centre, beneficiary reception
channels and other feedback mechanisms. These channels enable beneficiaries to submit complaints, requests
for information, suggestions and feedback in a safe and confidential manner.
The incumbent will be receiving and recording complaints, feedback and requests from beneficiaries, following established procedures for referral and follow-up, and assisting in maintaining accurate records in accordance with CFM protocols, AAP principles, confidentiality requirements and data protection standards.
2. Support the day-to-day operation of CFM channels, helping maintain accessibility, and coordinationin line with established operational protocols.
3. Record complaints and feedback in the official system, supporting data quality, accuracy, and traceability.
4. Apply established procedures for classification, referral, and follow-up of complaints, including sensitive cases, to support timely and appropriate processing.
5. Provide feedback to complainants and update complaint records in accordance with established procedures and timelines.
6. Maintain confidentiality when handling complaints and related information, following AAP principles and applicable data protection standards.
7. Contribute to CFM data reporting and basic analysis to help identify trends and support improvements to the mechanism.
8. Perform such other relevant duties as may be assigned.
Education
• High School diploma with four years of relevant professional experience;
• Training or certification in complaints management, AAP, protection, or customer
service is an advantage.
Experience
Experience in collecting, recording, and tracking sensitive data using monitoring tools (Excel or databases); and
Experience in a humanitarian or migration context or within the United Nations system is an asset.
Skills
respectfully with beneficiaries and stakeholders;
• Working knowledge of CFM, AAP, and complaint-handling procedures;
• Ability to record, process and track complaints and feedback accurately, following
established procedures;
• Good computer skills, including Microsoft Office applications, particularly Excel, and ability
to use databases or digital tools;
• Good understanding of confidentiality, data protection and handling of sensitive information;
• Good organizational skills, with the ability to manage time, follow up on cases and handle
multiple tasks;
• Ability to handle sensitive situations with professionalism, discretion and empathy; and
• Ability to work effectively in a multicultural team environment
Languages
All IOM staff members in all categories are required to be fluent in one of the IOM's official languages (English, French, Spanish).
For all applicants, fluency in French is required (oral and written)
Knowledge of English and major national languages (Soussou, Malinké, and Peulh).
For this position,
Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.
Required Competencies
Notes
Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.
This selection process may be used to staff similar positions in various duty stations. Recommended candidates will remain eligible to be appointed in a similar position for a period of 24 months.
Appointment will be subject to certification that the candidate is medically fit for appointment, accreditation, any residency or visa requirements, security clearances.
IOM has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and IOM, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities.
IOM does not charge a fee at any stage of its recruitment process (application, interview, processing, training or other fee). IOM does not request any information related to bank accounts.
No late applications will be accepted. Only shortlisted candidates will be contacted.