Mercy Corps Community Accountability Reporting Mechanism(CARM) Officer Jobs in Kenya

Mercy Corps Community Accountability Reporting Mechanism(CARM) Officer Jobs in Kenya

General Position Summary:

  • Under the supervision of the 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.

  • The CARM Officer will lead the roll-out and implementation of CARM in Kenya.

  • S/he will be responsible for internal and/or external referrals, to compile reports on processed feedback and provide recommendations to the programs for improving the response.

    Essential Job Functions:

    Design and Implement CARM System and Tools

  • Develop/maintain community accountability reporting mechanism and system.

  • Lead data entry and management of the CARM database.

  • Communicate and disseminate feedback/complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.

  • Handling of a centralized telephone based and internet feedback mechanisms.

  • Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.

  • Ensure that feedback is kept confidential and access to that information is in line with the guidelines.

  • Support MEL and Program Teams on beneficiary accountability and learning systems.

  • Follow-up with relevant stakeholders on agreed upon system corrections, adjustments and actions, informing and strategizing with the PaQ Manager.

  • Ensure visibility of the CARM system within the organization, community and stakeholders.

  • Organize CARM technical meetings to discuss emerging issues and adjust the system based on evidence from the ground.


  • Timely feedback to PaQ Manager and program teams on feedback and concerns raised by communities on project activities.

  • Prepare monthly reports on feedback, provide recommendations and share it with programs.

  • In coordination with program teams, track all the actions taken for those feedback messages, and include them as appropriate in the CARM monthly report, and program donor reports.

  • Provide feedback to the beneficiaries and
    stakeholders accordingly, whenever required.

    Staff Training and Capacity Building

  • Train staff and partners on compliance and accountability tools, and other processes as required.

  • Mentor and supervise county office CARM focal point officer on ethics and proper management of accountability feedback mechanism.

    Internal and External Coordination

  • Ensuring coordination and working relationships with CARM counterparts in other relevant international NGOs, and local NGOs and associations in NES whenever necessary.

    Code of Conduct

  • Ensure all field and office based activities are conducted in full respect to the humanitarian principles and in organized and dignified way

  • Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.

  • Other duties as assigned by the supervisor.

    Knowledge and Experience

  • BA/S degree in research methods, social sciences, economics, epidemiology, related public health field or other relevant field required.

  • At least four years of related work experience, preferably with an international or local Non-Governmental Organization (NGO).

  • Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote work.

  • Proven experience in remote data collection, and data management.

  • Report writing skills are required.

  • Fluency in spoken and written English and Kiswahili languages is required. Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.

    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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