Mercy Corps
Community Accountability Reporting Mechanism (CARM) Officer
Requisition
Number: COMMU003565
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
collaborate to put bold solutions into action — helping people triumph over
adversity and build stronger communities from within.
Now,
and for the future.
Mercy
Corps began working in Kenya in 2008 to address the societal wounds following
the 2007 post- election violence.
Since
that time, Mercy Corps has built a robust and diverse portfolio in Kenya that
is working to address structural causes of poverty and injustice and to
strengthen systems that enable men, women and youth to access opportunities,
participate in and contribute to peaceful democratic processes, and thrive in
the face of ecological and social change.
To
do this, we deliver integrated programming to strengthen market and governance
systems, address the root causes of conflict, and equip vulnerable populations-
in particular youth, women, adolescents and marginalized communities- with the
skills, opportunities and resources they need to be healthy, productive and to
drive the development of their communities.
We
work closely with the private sector, civil society and governance structures
at local and national levels to facilitate change and ensure that opportunities
are inclusive of all Kenyans.
Department
Summary
Mercy
Corps began working in Kenya in 2008 and has to date built a robust and diverse
portfolio in working to enable Kenyans affected by poverty, resource scarcity
and conflict – in particular youth, women, adolescents and marginalized
communities – to be healthy, productive and to drive peace and development of
their communities.
To
do this, we deliver integrated programming to strengthen resilience, market and
governance systems, address the root causes of conflict, and equip vulnerable
populations- in particular youth, women, adolescents and marginalized social
groups- with the skills, opportunities and resources they need to be healthy,
productive and to drive the development of their communities.
Mercy
Corps Kenya also collaborates with neighbouring countries to implement a number
of multi-country and cross-border programs.
General
Position Summary
Mercy
Corps is committed to preventing all forms of exploitation and abuse that may
emanate in relation to its programs.
A
Community Accountability Reporting Mechanism (CARM) 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.
Under
the supervision of the Program and Quality Manager (PaQ) Manager, the CARM
Officer will work on establishing/maintaining and continuously strengthening
the accountability system in the organization.
S/he
will be managing day-to-day accountability feedback mechanisms that includes
handling of beneficiary feedback and building a feedback loop into adaptive
program management.
The
CARM Officer will lead the design and implementation of CARM in Kenya.
S/he
will be responsible for internal and/or external referrals, to compile reports
on processed feedback and provide recommendations to the programs for improving
the response.
Essential
Job Responsibilities
DESIGN AND IMPLEMENT CARM SYSTEM AND TOOLS
· Develop
and implement community accountability reporting mechanisms to capture feedback
from program participants, community, and stakeholders, including complaint
handling mechanisms and data management systems.
· Lead
data entry and management in the CARM database.
· Communicate
and disseminate feedback/complaints standard operating procedures, policies,
and tools as appropriate to program participants, program staff and other
· Handling
of centralized telephone based and email feedback
· Maintain
accurate and up to date records of feedback received and actions taken in
response to feedback.
· Support
MEL and program teams in utilizing the community accountability and reporting
mechanisms to advance learning and adaptation.
· Conduct
regular analysis of feedback received from in program participants, community,
and stakeholders to identify trends, issues and areas of improvement.
· Develop
and implement capacity building initiatives for staff and partners on community
accountability and reporting mechanism.
· Develop
and maintain relationships with stakeholders such as community representatives,
local authorities, and other partners to promote the use of the community
accountability mechanism.
· Ensure
all feedback channels guarantee total confidentiality of the information
shared, to protect the privacy and safety of the complainant/informant, the
subject if the feedback/complaint and other witnesses.
· Ensure
that feedback is responded to in a timely and effective manner and that
appropriate actions are taken to address issues raised by program participants,
community, partners and stakeholders.
· Regularly
assess the effectiveness of all the feedback channels (both for MCK and
partners) by evaluating the community level of awareness on CARM at relevant
frequency and incorporate findings into revised approaches.
· Follow-up
with relevant stakeholders on agreed upon system corrections, adjustments, and
actions, informing, and strategizing with the PaQ
· Contextualize
the CARM policy to support implementation of accountability actions in country.
· In
collaboration with program teams develop program specific strategies to provide
beneficiaries, communities, partners and stakeholders with available
information on CARM and feedback channels throughout the program cycle with
clear repartition of tasks.
· Organize
CARM technical meetings to discuss emerging issues and adjust the system based
on evidence from the
· Ensure
visibility of the CARM system within the organization, community, partners and
· Develop
training materials and conduct accountability related training.
REPORTING
· Develop
clear feedback channels and establish standard operating procedures for
receiving and responding to feedback.
· Provide
feedback to the beneficiaries and stakeholders accordingly, whenever
· Analyze
feedback data to identify common themes and trends, as well as potential issues
that need to be addressed and work with appropriate action takers to develop
appropriate responses and action plans.
· Ensure
timely feedback to PaQ Manager and program teams on feedback and concerns
raised by communities on project
· Prepare
monthly dashboards and bimonthly reports on feedback received, including
summaries of key themes and trends as well as any action taken in response to
feedback.
· Ensure
the reports are shared with relevant stakeholders including the leadership,
Program CARM
· Leads
and Focal points; CARM community of practice, PaQ manager, program
managers/leads, MEL teams, programs team members, donors and other
stakeholders.
STAFF
TRAINING AND CAPACITY BUILDING
· Develop
CARM training modules that help staff and partners understand the importance of
a feedback mechanism, how to use it and how to respond to feedback.
· Conduct
training and awareness sessions for staff and partners to ensure they
understand CARM and how to use it effectively.
· Work
with staff and partners to ensure that CARM is implemented correctly and
feedback is collected regularly.
· Promote
compliance with the Core Humanitarian Standard (CHS) commitments and quality
criteria in programs.
INTERNAL
AND EXTERNAL COORDINATION
· Share
feedback findings with relevant staff and management to ensure that issues are
addressed in a timely and effective manner.
· Coordinating
with program managers and other relevant staff to ensure that CARM feedback is
integrated into program design, monitoring and evaluation.
· Coordinate
with ethics and safeguarding team to ensure that CARM is aligned with
organization mission and vision.
· Collaborate
with Programs and finance departments in proposal and budget development to
ensure CARM is planned for and budgeted for in the program designs and budgets.
· Liaise
with the grants department to assess partner feedback mechanism identify
strengths, gaps, and capacity of partner feedback mechanism at due diligence
stage.
· Closely
work with partners, government agencies, private business/enterprise, and other
stakeholders to ensure they are aligned with requirements and expectations
cited in the CARM policy.
· Establish
strong relationships with external partners and stakeholders that ensure CARM
is meeting the needs of program participants aligned with expectations of
stakeholders.
· Ensure
coordination and working relationships with CARM counterparts in other relevant
international NGOs, and local NGOs and associations whenever
CODE OF
CONDUCT
· Ensure
all field and office based activities are conducted in full respect to the
humanitarian principles and in organized and dignified
· Conduct
himself/herself both professionally and personally in such a manner as to bring
credit to Mercy Corps and to not jeopardize its humanitarian
· Other
duties as assigned by the
ORGANIZATIONAL
LEARNING
As
part of our commitment to organizational learning and in support of our
understanding that learning organizations are more effective, efficient, and
relevant to the communities they serve, we expect all team members to commit 5%
of their time to learning activities that benefit Mercy Corps as well as
ACCOUNTABILITY
TO BENEFICIARIES
Mercy
Corps team members are expected to support all efforts toward accountability,
specifically to our beneficiaries and to international standards guiding
international relief and development work, while actively engaging beneficiary
communities as equal partners in the design, monitoring and evaluation of our
field
Team
members are expected to conduct themselves in a professional manner and respect
local laws, customs and MC’s policies, procedures, and values at all times and
in all in-country
Supervisory
Responsibility: None
Accountability
Reports
Directly To: PaQ Manager
Works
Directly With: Ethics and Assurance Manager, Safeguarding Focal Point,
MEL team, Director of Programs and Program teams.
Knowledge
and Experience
· Bachelor’s
degree in a relevant field such as social sciences, international development,
humanitarian aid or a related field.
· At
least four years of related work experience, preferably with an international
or local Non- Governmental Organization (NGO).
· Proven
interest and commitment to humanitarian and development principles and a
demonstrable understanding of conflict contexts and remote
· Knowledge
in project management, monitoring and evaluation including experience with
remote data collection, analysis, reporting and visualization concepts.
· Strong
analytical and problem-solving skills with the ability to engage with program
participants, stakeholders, and colleagues at all levels.
· Experience
in working in multi-cultural and diverse environments with sensitivity to
different cultures and customs.
· Experience
in creating and designing Power BI reports and dashboards.
· Proven
track record of implementing feedback and complaints mechanisms in complex
programs and projects.
· Excellent
Computer skills: proficiency in MS Office package, and some knowledge of
database management would be an
· Experience
in leading and managing teams.
· Report
writing skills are
· Fluency
in spoken and written English and Kiswahili languages is required
Success
Factors
The
successful CARM Officer will have excellent communication and interpersonal
skills, demonstrated attention to details, will be committed to working long
hours, and with Mercy Corps stakeholders regardless of race, religion,
ethnicity, abilities or gender.
S/he
will be highly motivated, and capable to work without direct supervision.
Other
factors include:
· The
ability to work under pressure
· Willingness
and ability to quickly learn new information/concepts and implement them
· Strong
team player with initiative and positive attitude towards problem solving
· A
learning approach to work with excellent capacity building skills
· Attention
to detail and patience to double check data results
CLICK HERE to apply online.
Applications
will be reviewed on a rolling basis.
Only
shortlisted candidates will be contacted.
Mercy
Corps does not charge any fees at any stage of the recruitment process.