Mercy Corps Community Accountability Reporting Mechanism (CARM) Officer Jobs in Kenya
Mercy Corps Community Accountability Reporting Mechanism (CARM) Officer Jobs in Kenya
General Position SummaryMercy 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.
Essential Job Responsibilities
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.
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.
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
How to Apply
For more information and job application details, see; Mercy Corps Community Accountability Reporting Mechanism (CARM) Officer Jobs in Kenya
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