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
Mercy Corps is committed to preventing all forms of exploitation and abuse. The Community Accountability Reporting Mechanism is an essential part of Mercy Corps’ commitment to excellence and integrity. It gives individuals, organizations, and local groups an opportunity to raise concerns or share feedback (positive and negative) with Mercy Corps, independently from program operations. In the context of Jordan, rolling out CARM across the country ensures that the country program and team members uphold to Mercy Corps’ high standards of accountability.
General Position Summary
The CARM Coordinator will work under the supervision of the Program Performance and Quality Director, and s/he is the country CARM focal point. The CARM Coordinator assesses and develops the country level CARM processes and tools and develops the CARM strategy for each program in close coordination with the Project Manager/teams. In addition to developing and managing the work plan for the implementation of a CARM system, the CARM Coordinator builds the capacities and trains team members on adaptations to the CARM system. S/he has an implementation role within the Jordan portfolio, dividing his/her time between the continued establishment, maintenance, and management of CARM implementation in existing programs and the roll-out of CARM into new programs. While working with the program and MEL teams, s/he supports the adaptation of the CARM strategy and workplans, focusing on its maintenance in alignment with the global and Jordan country strategies. The main responsibilities within the position include: 1) updating the standard operating procedures (SOPs); 2) establishing reporting/feedback processes and mechanisms; 3) developing training plans and awareness materials for staff and with partners on the implementation of the CARM framework in
communities. S/he will ensure the handling of feedback and complaints is accessible, safe, transparent and confidential.S/he will ensure the appropriate management and response to all feedback. The CARM Coordinator will support country level initiatives as requested, including supporting the development and strengthening of broader commitments to accountability to affected people.
Essential Job Responsibilities
COMMUNITY ACCOUNTABILITY REPORTING MECHANISM
● Update the existing CARM SOPs through a comprehensive assessment with support of the program teams.
● Understand and identify locally appropriate, user-friendly, and culturally sensitive communication channels for feedback.
● Develop necessary information, education, and communication materials for internal and external use.
● Ensure proper documentation is collected and archived for all received feedback.
● Develop workplans for the implementation of CARM establishing systems, procedures, and forms adequate to each project/location/participant.
● Verify received feedback and ensure complaints are well documented.
● Modify the current CARM database as needed and ensure the data quality of the database(s).
● Together with MEL colleagues, develop a system for analyzing trends on received feedback.
● Together with program teams, develop a system and process to ensure integration of learning and adaptations is documented and incorporated through workplans and implementation.
● Write the CARM section of all programmatic progress reports.
● Consolidate and prepare a written report of all received CARM cases every three months, including substantial findings, successes, trends and adaptations.
● Ensure compliance with the global data protection policy and privacy standards, such as the GDPR, while confidentially receiving, following up on, and reporting on received feedback.
● Continuously monitor the CARM mechanism, using agreed indicators, and present data to program colleagues, to drive decision-making on how CARM can be improved to ensure the system is accessible and inclusive
● Ensure CARM staffing, and operational costs are included in budgets and proposals under development.
● Ensure CARM policy is followed by Mercy Corps partners.
● Leads and manages the Case Management Committee (CMC)
CAPACITY BUILDING
● Conduct orientation sessions for all departments and positions on CARM and their roles and responsibilities toward a successful implementation of an accountability and reporting mechanism.
● Together with HR, support the integration of CARM training sessions to new employees.
● Train program staff on receiving complaints and feedback and on community sensitization.
● Provide training and on the job support to the CARM team in terms of handling calls/complaints, registration, and follow up.
TEAM MANAGEMENT
● Supervises CARM team members
● Develop the capacity of the team, deepen understanding of their roles and the CARM system functionality.
● Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one to one meetings and performance reviews.
● Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
● Play an active role in hiring, orienting and leading team members as necessary.
● Assist team members with information, tools, and resources to improve performance and reach objectives.
COORDINATION
● Represent MC at relevant internal and external coordination meetings.
● Collaborate with other actors to develop mechanisms for communities where MC implements programs and/or activities.
● Attends and provide inputs based on feedback into Quarterly Project Reviews and After-Action Reviews.
● Engage with Regional CARM Advisors to ensure appropriate guidance and best practices are incorporated into the CARM design and roll out process.
SECURITY
Ensure compliance with security procedures and policies as determined by the country leadership. Proactively ensure that team members operate in a secure environment and are aware of policies.
ACCOUNTABILITY TO PARTICIPANTS
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 projects.
Supervisory Responsibility
1 CARM Assistant (Jordan – national staff).
1 CARM Officer (Jordan – national staff).
Accountability
Reports Directly To: Director of Program Performance and Quality
Works Directly With:, Jordan Case Management Committee (JO CMC), Regional CARM Advisor, HQ Ethics Team, Jordan CD/DoP, Jordan Programmatic Pillar Directors, PaQ Unit, CARM team and CARM program focal points, and all project/program teams, including 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 Qualification & Transferable Skills
● Written and spoken fluency Arabic and English required, including demonstrable translation skills.
● Degree in social sciences. A Master’s degree in humanitarian work is considered a plus.
● A minimum of four years of related work experience, preferably with an international or local Non- Governmental Organization (NGO) with accountability and community feedback and complaints mechanism specifically.
● A minimum of two years of experience in supervisory roles and ideally of coordination with senior team members.
● Proven experience in data collection, data/information management and analysis.
● 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.
● 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
● Critical problem-solving skills
● Ability to deliver results in different operating contexts.
● Adaptability and flexibility.
● Willingness and capacity to travel regularly to Mercy Corps field offices and project sites.
● Good interpersonal skills with the ability to communicate and negotiate clearly and effectively at all levels, considering cultural and language difficulties.
● Tact and diplomacy are essential. Ability to work in an environment that is often stressful and potentially volatile.
Living Conditions / Environmental Conditions
The position is 100% based in Amman. This position may require 15% travel to other locations within Jordan. The CARM Coordinator must always follow all security protocols. Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC’s policies, procedures, and values always and in all in-country venues. Fostering a diverse and open workplace is an important part of Mercy Corps’ vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an
inclusive environment.
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 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 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 to 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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