EXPDITED-VN-US10-2026-041 Senior Operations Assistant (Field Support, Airport)

International Organization for Migration•Newark, NJ

1d•Onsite

About The Position

The United States Refugee Admissions Program (USRAP) operates world-wide with a target of providing resettlement opportunities to tens of thousands of refugees each year. IOM’s multi-disciplinary staff members provide a range of assistance and support to the USRAP including, but not limited to, case processing, migration health assessments, cultural orientation training, organized transportation, and administration of a travel loan and collections program. The Department of Mobility Pathways and Inclusion, specifically the Resettlement and Movement Division (RMM), has the organizational responsibility to provide direction, oversight, and guidance to IOM’s global support to USRAP. Under USRAP, the Ports of Entry (POEs) provide critical support and assistance for refugee resettlement to the United States. As part of a Memorandum of Understanding (MOU) between IOM and the US State Department Bureau for Population, Refugees and Migration (PRM), IOM manages POEs at seven international airports in the United States. POEs meet and assist refugees and migrants upon their arrival to the United States, accompanying them through immigration and customs procedures and ensuring they are connected by air and ground transportation to their final destination for handover to assured resettlement agency. Under the general supervision of the National Operations Coordinator (US Ports of Entry ), the direct supervision of the National Associate Operations Officer (IAD) , the Senior Operations Assistant (Field Support-Airport), is responsible for the following duties and responsibilities.

Requirements

University degree in a related field from an accredited academic institution with four years of work experience; or Completed secondary education with six years of relevant working experience.
Fluency in English is required (oral and written).
Self-motivated, objective-driven, and able to use own initiative and work under pressure with minimum supervision.
Collaboration and problem-solving skills.
High emotional intelligence to address issues professionally and impartially.
Computer/software literate with good knowledge in Microsoft Office.
Strong interpersonal and communication skills.
Attention to detail and ability to organize.

Nice To Haves

Prior airport operations experience is a strong advantage.
Experience working in a multi-cultural setting.
Familiarity with IOM policies, USRAP guidelines, POE SOPs, and IOM systems and tools are strong advantage.

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.