Mercy Corps Community Accountability Reporting Mechanism (CARM) Specialist Jobs in Ethiopia

Mercy Corps Community Accountability Reporting Mechanism (CARM) Specialist Jobs in Ethiopia

Program / Department Summary

  • As an organization, Mercy Corps is committed to accountability to all of our stakeholders, including the people we serve, and to the resources that are entrusted to us.

  • Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation.

    General Position Summary

  • Supervised by the Humanitarian and Durable Solutions Director, the CARM specialist will lead CARM implementation within the Ethiopia portfolio, dividing his/her time between the continued establishment, maintenance, management, and adaptation of CARM implementation in all existing programs and the rollout of CARM into upcoming new programs. #
  • While working with the program teams, MEL teams and Mercy Corps Ethiopia Senior Management Team (SMT), s/he would manage and support the adaptation of CARM strategy and workplans, focusing on CARM rollout and maintenance.

  • The strategy will include the revision and creation of program-specific and country-level standard operating procedures (SOPs), defined processes and mechanisms, intensive writing requirements including the production of country-level bimonthly analysis reports and program-level donor reports on CARM, and the production and development of training plans and awareness materials for staff from both programs and departments on administering Mercy Corps’ accountability framework in communities. This includes Mercy Corps’ own expectations of their staff and program activities.

    Essential Job Responsibilities

  • Support the adaptation of the Mercy Corps CARM toolkit to the Ethiopia context;

  • Support the participatory development of Standard Operating Procedures (SOPs) for each CARM feedback mechanism;

  • Facilitate the establishment of country and program workplans for the rollout of CARM, including processes, procedures, forms, and budgetary guidance;

  • Together with program teams, conduct CARM assessments and evaluations;

  • Develop processes to ensure integration of feedback and evidence-based learning into program implementation;

  • Work with teams to establish internal and external referral mechanisms;

  • Together with MEL colleagues, develop a system for analyzing trends in feedback received;

  • 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. hotline business cards, distribution signs, community signs and banners, etc.)

    Maintain Carm Documentation

  • Create and circulate a semi-annual country-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;

  • Write donor reports on CARM as per programmatic needs, capturing successes and programmatic adaptation as well as trends in feedback received at the program level;

  • Track in detail and via written reports, meeting minutes, and action points the status of high- level, CARM cases;

  • Ensure maintenance and organization of CARM country-level database.

    Support Carm Coordination

  • Brief the Senior Leadership Team on a weekly basis and/or as necessary regarding the status of and updates regarding high-level CARM cases;

  • Participate in the Gender Diversity and Inclusion (GDI) Working Group and ensure that CARM is represented and well integrated in Mercy Corps’ GDI, Safeguarding and Protection work.

  • Update the Country Director on the status of CARM ongoing high-level, sensitive and confidential cases;

  • Liaise with Mercy Corps Global Headquarters as necessary regarding the status of high-level CARM cases;

  • Advocate for CARM needs at the country-level, identifying gaps in budgeting staffing, time, or other areas.

    Capacity Building

  • Conduct orientation sessions for staff and field partners and other CARM

  • Together with HR, support integration of CARM training into new employee onboarding;

  • 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.


  • Represent MC at relevant internal and external coordination meetings;

  • Collaborate with other actors to develop referral maps and mechanisms for communities where MC implements programs.

    Job Requirements

    Knowledge and Experience

  • BA/S or equivalent, preferable in social sciences including sociology, law, business administration, public administration or international development. MA/S in similar relevant fields preferred;

  • At least five years of related work experience, preferably with an international or local Non- Governmental Organization (NGO) with at least two years at senior level / supervisor roles;

  • 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 with misconduct investigations procedures, best practices and approaches;

  • Proven experience in data collection, data-entry, data/information management and analysis;

  • Fluency in written and oral English and Amharic languages, with additional local languages an advantage. Must be able to read and interpret documents, and communicate with others as necessary to perform job duties effectively.

  • Proven experience in developing or contributing to accountability frameworks, standard operating procedures (SOPs) for feedback mechanisms;

  • The ability to work closely in a team, be patient, adaptable, flexible, able to improvise and work in an environment that is often stressful and potentially volatile;

  • Good interpersonal skills with the ability to communicate and negotiate clearly and effectively at all levels, taking into account cultural and language challenges. Tact and diplomacy are essential;

  • 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;

  • Ability to prepare clear and concise reports;

  • Ability to work independently with a multi-task load.

    Success Factors

  • Critical problem solving skills and the ability to work out methods of delivery in very different operating contexts.

  • S/he will be highly motivated, and capable to work with minimal direct supervision.

  • S/he will demonstrate attention to details, be able to work effectively and build trust with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites.

  • S/he will have a high level of integrity, empathy and discretion in handling sensitive and confidential information.

    How to Apply

  • All interested candidates are encouraged to apply for the position advertised.

  • All applications submitted to the Mercy Corps office include a CV, three references, and all relevant official documents.

  • Applications will not be returned and will not be retained for future recruitment efforts.

  • In order to ensure fairness to all applicants personal inquiries are not permitted.

  • Only candidates that are short listed will be acknowledged and called for interviews.

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

  • Please send non-returnable applications and credentials to one of the following address:


  • Please make sure that you mention the position title in the subject line of your email application.

    Mercy Corps Recruiter

    Addis Ababa: P.O. Box 14319

    Arbaminch: P.O. Box 33 , Jijiga: P.O. Box 225

    Negelle Borena: P.O. Box 116

    Dire Dewa: P.O. Box 974

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