Community Accountability Reporting Mechanism (CARM) Officer

Under the supervision of the PaQ Manager, CARM officer will support implementing partners in establishing/maintaining and continuously strengthening their feedback mechanisms within their accountability framework. S/he will support partners in documenting and responding to complaints, questions, sensitive reports and requests for support as received from beneficiaries and non-beneficiaries within communities where they work. The CARM officer will review and compile partner reports on feedback and provide recommendations to the programs and inform the country strategy for improving the response.

ESSENTIAL JOB FUNCTIONS:

CARM System Development & Set Up

• Conduct CARM assessment of each implementing partner
• Support partners to develop new and manage/improve current feedback mechanisms (hotline, suggestion boxes, SMS platform, helpdesk) that reflect preferences of community members
• Support partners to develop Standard Operating Procedures (SOPs) for each feedback mechanism including the review, sharing and resolution of feedback
• Support partners in developing tools for CARM system in close cooperation with MEL Unit
• Develop orientation on accountability in cooperation with PaQ Manager
• Orient all program staff and partners on the basic principles and practices of beneficiary accountability
• Develop feedback database and classification system in cooperation with partners and MEL Unit
• Develop data flow map for each partner CARM as well as the Regional CARM system as a whole
• Support partners in designing and distributing appropriate communication material that promote the use of feedback mechanisms or transparency (hotline business cards, distribution signs, community signs and banners,...)
• Support partners to conduct referral mapping of their communities and build referral systems

CARM System Implementation

• Support partners to adequately document, address, analyze and utilize beneficiary feedback
• Support partners in tracking all the actions taken on feedback and include responses as appropriate in relevant reports
• Complete timely data entry and regularly clean and manage Regional CARM database according to standard data cleaning procedures
• Review partner feedback reports & follow up with partners / program teams on pending unresolved issues on a weekly basis
• Communicate and disseminate SOPs and tools to partners, project staff and other stakeholders
• Collate and share partner weekly feedback reports with program teams for informed decision making
• Ensure that the complaints are kept confidential and access to that information is in line with the guidelines
• Support partner in sharing response to feedback with beneficiaries (directly or through partner) whenever possible
• Act as a beneficiary advocate by coordinating with program teams and partners on behalf of beneficiaries (based on feedback)
• Maintain a database of all feedback received by partners and follow-up with (partner) project teams to ensure that there is an appropriate response within 1 week to feedback-received.
• Create and circulate a monthly feedback report for relevant program staff
• Liaise with IM Unit on analyzing feedback on a monthly basis or setting up a feedback dashboard linked to database
• Attend and provide input based on feedback into Quarterly Project Reviews and After Action Reviews
• Supporting partners to improve information sharing with beneficiaries
• Support and encourage partners to include communities in the implementation of needs assessments and design of project

Staff Training and Capacity Building

• Work with capacity building staff to support on training the partners and program staff on compliance and CARM tools and system, and other processes as required

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 supervisor.

QUALIFICATIONS:

• BA/S degree in research methods, social sciences, economics, epidemiology, related public health field or other relevant field required.
• At least two 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.
• At least 1 year of experience in developing and maintaining feedback mechanisms
• Experience in working with partners
• Proven experience in remote data collection, and data management.
• Proven at least intermediate report writing skills are required.
• Fluency in spoken and written of English and Arabic languages is required.
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.

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
• Self-starter, multi-tasker, solution-seeker and innovator.