Position is contingent on funding
About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible.
In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions
into action — helping people triumph over adversity and build stronger communities from within.
Now, and for the future.
We help people overcome poverty and conflict. Working with communities, we leverage local logic to help people transform their lives. To grow more food, earn higher incomes and ultimately advocate for their needs. We see global challenges as an invitation to pioneer innovative, sustainable solutions. During our 34-year history, our work has improved more than 170 million lives in more than 115 countries around the world. Mercy Corps Ethiopia invites motivated and qualified candidates to apply for the following vacant position.
Position Title: Community Accountability Reporting Mechanism (CARM) Specialist
Duty Station: Addis Ababa
Open Position: 1
Program / Department Summary
As an organization, Mercy Corps is committed to preventing all forms of exploitation and abuse. A Community Accountability Reporting Mechanism is an essential part of Mercy Corps’ commitment to excellence and integrity. It gives individuals, organizations and local groups a means of raising concerns or sharing feedback (positive and negative) with Mercy Corps, independently from program operations. In the context of Ethiopia, rolling out CARM across the country, will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.
General Position Summary
The CARM Specialist will work under the supervision of the Collaboration, Learning and Adapting (CLA) Manager and work closely with the program and MEL teams. S/he will both develop and manage CARM processes and tools for Mercy Corps in the PARA program, and work with the CLA Manager and additional stakeholders to develop the agency’s CARM strategy more broadly in Ethiopia. In addition, the CARM Specialist will support the PARA team in developing and managing their work plans for the rollout of CARM, will build CARM team capacity, and will train and raise awareness with program teams, MEL teams, and local community members on the newly established CARM system. The strategy will include the development and promotion of standard operating procedures to ensure that the methods of providing feedback are safe, confidential, and accessible and that the feedback provided is timely.
Essential Job Responsibilities
Community Accountability and Reporting Mechanism:
· In consultation with the CLA manager and coordination with HQ based CARM project officer set-up PARA CARM mechanism
· In consultation with the CLA Manager, MEL team, and PARA team, managing the day-to-day activities of CARM, in particular receiving, classifying, translating, and reporting, and responding to the suggestions and complaints received via CARM from Mercy Corps program participants and stakeholders
· Monitoring and overseeing the main avenues that feedback and complaints will be filed through PARA. This could include email, hotline, feedback boxes, face-to-face meetings, and additional feedback channels as applicable.
o Specifically: A portion of the Officer’s work hours each week may need to be spent monitoring a CARM hotline and receiving and answering calls from community members
· Ensuring that all feedback and complaints received are categorized, filed in the CARM database, and directed through the appropriate channels until each one is resolved and each case is closed.
o Follow-up as necessary with relevant internal stakeholders to ensure each feedback is addressed in a thorough and timely manner
· Conducting regular field visits to project locations to monitor CARM
· In coordination with CLSA Manager and MEL Team, design assessments and/or tools that can be used to understand and identify locally appropriate, user-friendly and culturally sensitive communication channels for feedback
· Ensuring the confidentiality and security of all complaints received
· Analyzing the trends in CARM feedback and complaints received and preparing a weekly/monthly/ and/or quarterly reports
· Translating the text of written feedback and complaints into English, inputting the original language complaint and the English translation into the secure CARM database
· Following up when necessary with feedback submitters, such as in cases where the feedback that was filed was unclear, in order to gain further details
· Following up with complainants whose cases have been resolved and survey their satisfaction with the mechanism and with how their complaint was handled overall
· Creating, maintaining, and updating IEC materials for CARM for internal and external use
· Writing and helping institutionalize program-level and office-level SOPs for CARM, with support from the CLA Manager
· Together with CLA Manager and program teams, develop a process to ensure integration of learning from CARM into program implementation.
· Function as the key knowledge holder on CARM for the PARA program.
· Watch and report on any new needs related to CARM that arise in the project target areas.
· Identify gaps within the current CARM operational manual through consultations with the program team and in the communities where Mercy Corps works, and support the CLA Manager in updating the manual as necessary
· Support programs in establishing and adhering to workplans for the rollout of CARM, including processes, procedures, and forms by project or location
● Conduct orientation sessions for all departments on CARM and their roles and responsibilities toward a successful implementation of a community accountability and reporting mechanism.
● Together with HR, support integration of CARM training into new employee onboarding
● Training of program staff on receiving complaints and feedback and on community sensitization
● Provide training and on the job support to CARM Officer in terms on handling calls/complaints, registration, and follow up.
● Supporting programs and in the training and awareness raising the communities, partners, and MC staff to support the CARM feedback via orientation sessions, training sessions, and future refresher sessions once CARM has been rolled out
● Ensure compliance with security procedures and policies as determined by country leadership.
● Proactively ensure that team members operate in a secure environment and are aware of policies.
Knowledge and Experience
● English and Arabic written and spoken fluency is required.
● Master degree or equivalent in a relevant field.
● At least 4 years’ work experience working with international NGOs, preferably on accountability and reporting mechanisms, MEL or any relevant position.
● The ability to work closely in a team, be patient, adaptable, flexible, able to improvise and work in an environment that is often stressful and potentially volatile.
● Good interpersonal skills with the ability to communicate and negotiate clearly and effectively at all levels, taking into account cultural and language difficulties. Tact and diplomacy are essential.
Critical problem solving skills and the ability to work out methods of delivery in very different operating contexts. S/he will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites.
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