Community Accountability Reporting Mechanism (CARM) officer| Abala ( re-advertisement)

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.

Mercy Corps has been present in Ethiopia since 2004 working to drive bold and transformative ideas, working closely with government, the private sector and civil society actors to build a more resilient country, ensuring that programs are responsive to and influenced by participants and stakeholders. With the launch of Mercy Corps Global Strategy, Pathway to Possibility, the country office is poised to operationalize its three-year strategy with a vision to enhance the resilience of climate- and conflict-affected communities through market systems development for improved livelihoods, access to food, and safe and clean water to thrive in the face of crises. In Ethiopia, our strategy focuses in the four outcome areas: 1) Economically marginalized populations have improved and diversified livelihoods, income, and assets; 2) Pastoralists, farmers, and households have access to sustainably produced, safe, nutritious food; 3) Social cohesion and inclusive governance processes are built in crisis-affected communities; and 4) People have equitable, sustained access to clean water and sanitation for domestic and productive use. Currently, we operate in six regional states – Afar, Gambella, Oromia, Somali, Amhara and South Ethiopia. Working with a diverse base of donors that includes United States Agency for International Development (USAID), European Union, GAC, Hilton Foundation, United Nations (UN), JOA, Sweden, EKN, and other foundations, Mercy Corps Ethiopia empowers people to recover from crisis, build better lives and transform their communities for good. 

Position Title:  Accountability Reporting Mechanism (CARM) officer

Duty Station: Aba’la, Afar region 

Open Position:  1

Duration of the project: 6 Months

Program / Department Summary

Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation. A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to excellence and integrity, by providing individuals, organizations, local groups, and other stakeholders a means of raising concerns about potential staff misconduct or sharing feedback or programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Ethiopia, rolling out and implementing CARM will ensure that the Ethiopia country team will continue to uphold Mercy Corps’ high standards of accountability.

General Position Summary

Under the supervision of the program coordinator the CARM officer will lead CARM implementation within the program, dividing his/her time between the continued establishment, maintenance, management, and adaptation of CARM implementation in the program.

Essential Job Responsibilities

CARM DESIGN, ADAPTATION AND ROLLOUT 

• Work with program team to establish feedback collection channels.
• Work with program teams to establish internal and external referral mechanisms.
• Develop Information, Education and Communication (IEC) materials for community members that include Mercy Corps values and how to provide feedback and/or report concerns.
• Design and disseminate communication material that promotes the use of feedback mechanisms (e.g., distribution signs, community signs and banners, etc.).

OVERSEE CARM IMPLEMENTATION

• Collect, record and response to feedback from the community & partners using the established CARM feedback channels.
• Establish and follow up appropriate feedback is efficiently directed through the correct channels.
• Identify, and follow-up on complaints which are serious and sensitive, including engaging management as necessary to respond appropriately.
• Conduct field visits, spot checks, trainings, and follow-up on specific feedback cases.
• Support program team to encourage community participation during program implementation.

MAINTAIN CARM DOCUMENTATION

• Create and consolidate monthly program -level CARM report for relevant stakeholders, that presents CARM findings, successes, trends, tweaks to implementation processes, and adaptation as a result of feedback received.
• Capture programmatic adaptation resulting from CARM feedback within impact stories on a monthly basis, meeting with other team members as necessary.
• Ensure maintenance of CARM program-level database.

SUPPORT CARM COORDINATION

• Brief the program team on a weekly basis and/or as necessary regarding the status of and updates regarding high-level CARM cases.
• Liaise with Mercy Corps country level CARM team as necessary regarding the status of high-level CARM cases
• Advocate for CARM needs at the program-level, identifying gaps in budgeting staffing, time, or other areas.

CAPACITY BUILDING

• Conduct CARM & safeguarding sensitization sessions for program team, community and other stakeholders
• Train staff on receiving complaints and feedback and on community sensitization, particularly on informing communities and handling feedback on sensitive subjects of potential staff misconduct.
• Conduct training on different CARM channels to staffs, community and other stakeholders.

COORDINATION

• Collaborate with other actors to develop referral maps and mechanisms for communities in the program implementation area.

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 themselves.

ACCOUNTABILITY TO PROGRAM PARTICIPANTS

• Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants 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 programs.

 GEDSI (GENDER, EQUALITY, DIVERSITY AND SOCIAL INCLUSION)

• Coordinate with GEDSI Technical Team Improve gender-responsiveness of program /Project MEAL

Knowledge and Experience

• BA/S or equivalent, preferable in social sciences including sociology, law, business administration, economics or international development.
• At least 3 years of related work experience, preferably with an international or local Non-Governmental Organization (NGO) with previous experience on similar post.
• Experience and/or training in handling sensitive information - Core Humanitarian Standards (CHS) training is an advantage, including Gender-Based Violence (GBV), Protection from Sexual Exploitation and Abuse (PSEA) and Child Protection knowledge and capacities.
• Experience working in high-risk contexts preferred.
• Proven commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote work.
• Proven experience in data collection, data-entry, data/information management and analysis.
• At least 2 years of experience in maintaining feedback mechanisms.
• Proven experience in developing or contributing to accountability framework or standard operating procedures for feedback mechanisms.
• Ability to work in a fast-paced emergency response environment and adapt to the rapidly evolving context as necessary
• Excellent listening, interpersonal, communication and networking skills; and the ability to work with diversified populations.
• High level of self-awareness and self-development with the maturity to deal with constructive feedback
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset

Accountability

Reports Directly To: Program Coordinator

Technical Line Report To: Country CARM Advisor

Works directly with:

Program coordinator, MEL manager, MEL specialist, field officers, country CARM advisor, PaQ team, including Mercy Corps participants.

Success Factors

Define the specific behavior and attitudes critical to success in the position at time of hire and as it develops over time in paragraph form (soft skills).

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity and Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion are journeys, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

All interested candidates are encouraged to apply for the position advertised. All applications must be submitted electronically including a CV, three references, and all relevant official documents.

Only candidates that are shortlisted will be acknowledged and called for interviews.

“Mercy Corps is an equal opportunity employer promoting gender, equity, and diversity. Qualified female and young candidates are strongly encouraged to apply. We are committed to empowering women and youth.”

DEADLINE FOR ALL APPLICATIONS: February 8, 2024, 4:00 PM