About Mercy Corps
Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.
Program / Department Summary
As an organization, Mercy Corps is committed to accountability to all our stakeholders, including the people we serve. Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to excellence and integrity, by providing individuals, organizations and local groups a means of raising concerns about potential staff misconduct or sharing feedback on programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Jordan, implementation, and engagement of a CARM will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.
General Position Summary
The CARM Assistant supports the CARM team in the implementation of CARM in the country office and across our projects and stakeholders. They would be specifically responsible for the day-to-day implementation of tasks such as receiving, monitoring, prioritizing and categorizing CARM data from predefined feedback streams for Mercy Corps Jordan projects. The CARM assistant is responsible for answering the phone within defined hours of service and handling live community feedback in a responsible, courteous, and respectful manner and is responsible for receiving, collating, and categorizing feedback from at least five different channels: phone hotline, feedback boxes, face to face and a CARM email address for all programs, in addition to online platforms (facebook, IG and others). The assistant works closely with the project staff to ensure that CARM feedback channels are safe, confidential and accessible for participants and greater community. The position also ensures feedback on behalf of Mercy Corps provided in a timely and appropriate manner to the beneficiary and/or community.
Essential Job Responsibilities:
GENERAL
● Together with the CARM team, support the development and implementation of a Community Accountability and Response Mechanism for direct implementation tracking trends in feedback received.
● Collect unsolicited and solicited feedback from different channels: feedback boxes, WhatsApp, calls, text, voice messages, online forms, email, and assessments.
● Monitor and input feedback from all feedback channels into the CARM database.
● Provide timely responses via the feedback channels, leveraging CARM for two-way feedback.
● Ensure the CARM database is accurate and up to date on a daily basis according to CARM database guidelines.
● Conduct phone call surveys or focus group discussion (FGD) with stakeholders to select appropriate channels to collect feedback.
● Share CARM messages, CARM video, or CARM digital brochures with program participants/stakeholders.
● Ensure elevation of serious complaints and maintain an integrity attitude when addressing serious issues.
● Translate feedback from Arabic to English, for example prior to inputting it into the CARM database and provide a summary.
● Categorizing the feedback according to the Mercy Corps Grading system.
● Escalating the feedback as per the country SOP or providing the appropriate response as per the frequently asked questions.
● Closing the feedback loop with the informant to ensure that Mercy Corps builds trust and encourages acceptance within stakeholders or program participants.
● Support the CARM team in planning, facilitating CARM staff training and tracking staff attendance.
● Support the CARM team in facilitating info sessions, FGDs, and data collection.
● Complete other tasks assigned by the line manager.
PROJECT COORDINATION ACTIVITIES
● In collaboration with CARM focal points and project team members, keep track of CARM assets and fill out CARM incident reports.
● Together with program teams, work on referring, solving, and closing loops of cases.
SECURITY
● 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.
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 PARTICIPANTS
● Mercy Corps team members are expected to support all efforts toward accountability, specifically to our participants and to international standards guiding international relief and development work, while actively engaging participants and communities as equal partners in the design, monitoring, and evaluation of our field projects.
● Other duties related to CARM implementation, partners and communities’ capacity building/ sensitization activities, and CARM data collection as assigned.
Supervisory Responsibility
None
Accountability
Reports Directly to CARM Coordinator
Works Directly with PAQ Director, CARM Officer, CARM program level focal points, CARM backstop, Safeguarding and Social Inclusion Manager, all project/program teams, and Mercy Corps participants.
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.
Minimum Qualifications & Transferrable Skills
● Bachelor’s degree in social work, or equivalent in a relevant field.
● Minimum one year of work experience in relevant work including protection, case management, referral experience and accountability.
● Fluency in Arabic and English languages, written and spoken, are essential.
● Ability to translate professional, personable received feedback from English to Arabic, and vice versa.
● Experience with Microsoft Office (excel, word, and PowerPoint) and Google drive is required.
● Data entry, data/information management, and data analysis skills.
● Experience and/or training in handling sensitive information, particularly with respect to Sexual and Gender-Based Violence (SGBV) as well as Protection from Sexual Exploitation and Abuse (PSEA) specifically, and finally Child Protection.
● Understanding of preventing sexual exploitation and abuse, child safeguarding, and how other types of code-of-conduct issues may arise in CARM mechanisms and best practices for raising awareness of and responding to those concerns.
Success Factors
● Commitment to a high level of confidentiality with sensitive information.
● Critical problem-solving skills and the ability to work out methods of delivery in different operating contexts.
● Ability to work closely in a team environment that is often stressful and potentially volatile.
● Adaptable and flexible to change.
● Good interpersonal skills with the ability to clearly communicate ideas and negotiate effectively at different levels and across cultures.
● Tact and diplomacy are essential.
Living Conditions / Environmental Conditions
The position is based in Amman, Jordan or other Middle East Mercy Corps locations and it requires up to 40% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited. Housing for this role is in individual housing and staff will have access to good medical services and the living situation is of a high standard. 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 & 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 is a journey, 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 a 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 based on 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 encounter 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 the 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.
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