Back Consultancy - Manual of Procedures and Training Workshops

Project Context and Scope  

Under the overall supervision of the Head of Office in IOM Portugal and the direct supervision and guidance of the Project Coordinator and Project Associate, the successful candidate(s) will assist and closely coordinate with the Project Coordinator and the Project Associate for the implementation of the activities that are part of IOM services within the Project “Supporting a new Institutional Framework and Coordinated Approach to Migrant Integration in Portugal”.

This project is funded by the European Commission, through the Technical Support Instrument, intended to support Member States in designing and adopting structural reforms, and implemented in cooperation with the Directorate-General for Support to Structural Reforms (DG REFORM).

In particular, the successful candidate(s) will be responsible for supporting the implementation of project activities, specifically related to the design and development of one output, the Manual of Procedures for the Local Support Centres for the Integration of Migrants (CLAIM) in Portugal and a series of Training Workshops with the aim of presenting this output and train the CLAIM staff on the best way to use it.    Organizational Department / Unit to which the Consultant is contributing  

The overall objective of the project is to support the Agency for Integration, Migration and Asylum (AIMA) in enhancing its capacity to better respond to migrants’ integration needs in Portugal. To achieve this, the project focuses, among other outputs, on reinforcing the network of Local Support Centres for the Integration of Migrants (CLAIM) and their articulation with the AIMA Shops, other relevant AIMA departments and services, and external entities.

The CLAIM network is strongly heterogenous as it is managed by municipalities, universities, NGO, associations and other entities at the local level, and is under the overall supervision and coordination of AIMA, responsible for monitoring their activity and promote the harmonization of procedures within the network. 

The successful candidate(s) will support the IOM Project Team in developing the first comprehensive and integrated Manual of Procedures for the CLAIM network to standardize case management procedures, customer service, mechanisms of dissemination, information sharing and referral, best internal and external practices. Upon completion of this output, the successful candidate(s) will support the IOM Project Team in the preparation and conduction of decentralized “Training Workshops” in different locations of the country to present the Manual to the Local Centre’s staff and equip them with the necessary skills for its effective implementation. Tasks to be performed under this contract  

• Design and development of one Manual of Procedures for the Local Support Centres for the Integration of Migrants (CLAIM) in Portuguese;
• Preparation and conduction of a series of Training Workshops for CLAIM staff in Portuguese.

  For the successful completion of these two outputs, the consultant / team of consultants will, in close coordination with the IOM Project Team, engage in the following activities: 

  1. Assist in the identification of needs and main topics to be addressed in the Manual. For this activity, the IOM Project Team, in collaboration with AIMA, will create a Working Group with a relevant sample of Local Centres considering best practices, geographic distribution and type of migrant integration services provided. This Working Group will be consulted in a series of stock-tacking meetings to support and contribute actively to the development of the Manual and will have the opportunity to review the first draft of the Manual.
  2. Mapping of standardized procedures for the Manual. For this activity, the consultant / team of consultants will identify and compile, in close coordination with the IOM Project Team, AIMA and the Working Group, will identify and compile case management and customer service procedures, coordination and referral mechanisms with AIMA Shops and other relevant Departments, and best internal and external practices.
  3. Drafting and developing one Manual of Procedures for the CLAIM. The consultant / team of consultants shall produce, with the overall supervision of the IOM Project Team, a comprehensive, user-friendly, and dynamic document and privilege homogenous procedures regarding case management, customer service, referral mechanisms, coordination with AIMA Shops, other relevant AIMA Departments and external entities, best internal and external practices.
  4. Support and facilitate a series of Training Workshops for the CLAIM staff. The consultant / team of consultants shall prepare and conduct, in coordination with the IOM Project Team, collaborative, concise and practical training workshops. These shall be decentralized in different locations in the country to present the Manual to the Local Centre’s staff and train participants on the best way to use it.
  5. Support and facilitate a post workshop assessment. The consultant / team of consultants shall support and facilitate, in coordination with the IOM Project Team, a post workshop assessment to evaluate the participant’s satisfaction, the effectiveness of the capacity building and collect feedback for future improvements.
  6. If required, perform other duties directly related to the project activities listed above, such as assisting the IOM Project Team in other meetings or workshops (e.g., prepare presentations to share findings in Portuguese and/or English).

     This consultancy shall privilege inclusive desk-research, data collection and analysis and consultation methods, e.g., interviews, stock-tacking meetings, field visits and trips with relevant AIMA and CLAIM staff to identify needs and mapping of best internal and external practices for the uniformization and clarification of internal processes. The outputs and activities pertained to this consultancy shall privilege digital friendly-user formats ensuring accessibility and ease of engagement for all participants, through the inclusion of e.g., process flow charts, decision trees, standard operational procedures and other relevant information sharing and coordination tools. 

     The consultant / team of consultants shall engage in active and regular communication with the IOM Project Team, providing updates with progress on a weekly basis. At times, and when requested, participate in online meetings in Portuguese and/or English.   Education

     • University degree in Public Administration, Law, Political or Social Sciences or a related field from an accredited academic institution (Master’s or Doctorate preferred). Experience
       • A minimum of five years of professional experience in government, public sector consultancy, or related areas is required;
       • Experience in designing, developing and implementing manuals of procedures, handbooks, guides and/or standard operating procedures, and the capacity to resort to consultation methods (such as interviews, questionnaires) is required;
       • Experience in producing qualitative and technical Reports and publications with relevant conclusions and within the expected deadlines is required; 
       • Experience in designing, facilitating and leading training sessions/workshops to effectively communicate and implement procedures, ensuring that participants gain the necessary knowledge and skills to apply the content is required;
       • Excellent drafting skills in Portuguese and English and analytical capabilities, including working with third parties and managing multiple parallel tasks are required;
       • Good knowledge of the Portuguese national context in the field of Public Administration and/or Migration, including integration policies and organizations, monitoring indicators to measure integration services, and standard operating procedures is required;
       • Good level of computer literacy, in particular with Microsoft Office programs, is required. Experience in online design and layout is desired;
       • Strong knowledge of regulatory frameworks and compliance requirements: familiarity with relevant laws, regulations, and standards governing public administration is desired;
       • Proven skills in researching, collecting and analysing data and information, preferably on migration themes, including models and services for migrant integration, and recommend adjustments are desired;
       • Strong knowledge and experience in managing and/or participating in projects of the social sphere is desired. Experience with EU funded projects is also desired.   Languages
         • Fluency in Portuguese and English is required. Proficiency of language(s) required will be specifically evaluated during the selection process, which may include written and/or oral assessments.     Required Competencies   IOM’s competency framework can be found at this link. Competencies will be assessed during the selection process.   Values - all IOM staff members must abide by and demonstrate these three values:
         • Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.
       • Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
     • Professionalism: Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.
  7. Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated. Core Competencies – behavioural indicators
• Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.

Interested candidates are invited to submit their applications with the following specific requirements:

For an application to be considered valid, IOM only accepts complete applications that meet the requirements. For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies