Senior Operations Assistant, Flight Management

Core Functions / Responsibilities:

1. Oversee a team of POE staff members undertaking flight management activities in an assigned area or areas, such as leading teams as they meet and assist flights, meeting and assisting small group and individual arrivals, organizing transit and ground transportation and completing administrative duties. 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 flight management activities.

2. Oversee the daily coordination of arrivals and departures and serve as the primary contact for IOM NY Operations, the flight management teams and airport partners. Monitor arriving and departing flights and ensure that Operations Clerks, Assistants and Focal Points are providing quality assistance to refugees and SIV-holders by efficiently and effectively handling briefings, immigration procedures, hotel, transportation and meal vouchers, food distribution and inventory and Miscellaneous Charges Orders (MCOs). Notify IOM NY Operations and relevant agencies of re-bookings, incident reports, emergencies and other flight changes.

3. Oversee the process of arrivals being escorted to their connecting flights, ground transportation or hotel by Operations Assistants and Focal Points. Arrange and coordinate ground transportation and hotel accommodation, including processing reservations and amendments with the service providers. Prepare flight and hotel packages and domestic tickets for refugees and escorts daily. Coordinate as needed with POE management on medical cases requiring immediate assistance or hospitalization upon arrival.

4. Vet and process all incoming pre-flight and movement-related communication; prepare master drafts of airport reception schedules and staff assignments; oversee the preparation of flight packages, domestic bookings sheets, lanyards, DTE envelopes, promissory notes and US customs declarations; ensure travel packets are mailed after CBP processing; assist with tracking MCOs and certifying invoices for payment; monitor and answer POE LAX email and ensure departure and transit notifications are retrieved; and, if needed, update Resettlement Agency After-Hours Contacts (AOC).

5. Undertake quality assurance checks of POE-relevant data periodically, and ensure Operations Assistants and Focal Points are undertaking regular quality assurance checks to ensure POE-related data is in line with Standard Operating Procedures (SOPs).

6. Compile, summarize and present data on post-arrival procedures as requested, including sending arrival notifications or transit confirmations to all relevant partners and updating movement statuses and making movement related entries in the databases, including RMI.

7. In coordination with the Operations Associate and National Associate Operations Officer, 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 that issues that arise with arriving flights, transit, ground transportation, hotels and partners are addressed effectively by the Operations Focal Points and their teams.

8. Ensure at-risk and sensitive cases are handled in accordance with IOM’s policies, procedure and guidance in the Movement Management Manual (MMM). In particular, assist unaccompanied refugee minors (URMs) to ensure hand-over to the resettlement agency. Work with POE management to ensure staff members receive the appropriate training on working with at-risk and sensitive cases and report all issues to POE management.

9. Provide training to staff members to ensure they are undertaking flight management duties and handling related paperwork in an accurate and efficient manner.

10. Undertake duty travel as needed to participate in POE-related meetings or training sessions, or to escort individuals transiting to their final destination.

11. Demonstrate a comprehensive understanding of the USRAP, SOPs and RMI, as well as the ability to remain professional, impartial and unbiased during all interactions with refugees, SIV-holders, colleagues and partners per the IOM Code of Conduct and instruction on the prevention of sexual exploitation and abuse (PSEA). Support the development and implementation of SOPs as needed.

12. Maintain and ensure the confidentiality and integrity of all USRAP-related paperwork in line with standards of conduct and data protection rules. Alert the Operations Associate or National Associate Operations Officer of any non-compliance to SOPs or codes of conduct by POE staff members or partners.

13.Perform such other duties as may be assigned.