Community Accountability Reporting Mechanisms (CARM) Officer (on Rolling basis) (Applications will only be accepted if submitted through the URL link provided below)

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible.

In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions

into action — helping people triumph over adversity and build stronger communities from within.

Now, and for the future.

The Program / Department / Team (Program / Department Summary)

As an organization, Mercy Corps is committed to accountability to all of our stakeholders, including the people we serve.  Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation. A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to excellence and integrity, by providing individuals, organizations and local groups a means of raising concerns about potential staff misconduct or sharing feedback on programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Lebanon, implementation and engagement of a CARM will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.

The Position (General Position Summary)

Under the umbrella of the Technical Resources and Quality Unit, supervised by the Regional Program Standards Advisor, [LM1] the Community Accountability Reporting Mechanism (CARM) Officer will lead the Community Accountability Reporting Mechanisms (CARM) design, set up, implementation, and adaptation in all projects and programs – including directly implemented activities and in activities implemented with or in collaboration with partners. The CARM Officer will lead development of standard operating procedures (SOPs) for feedback mechanisms for direct implementation; assess, support, and build capacity of implementing partners in doing the same for their areas of intervention; and lead on the training of Mercy Corps staff.

The CARM Officer will ensure the handling of feedback and complaints is accessible, safe, transparent and confidential. The CARM Officer will ensure the appropriate management and response to all feedback – including referral to other partners as needed – and will review feedback reports from partners and provide recommendations to programs for implementation improvements and overall learning.

The CARM Officer will support country-level initiatives as requested, including supporting the development and strengthening broader commitments to accountability to affected people. In addition to temporarily supporting the Iraq and Jordan offices.

Essential Responsibilities

Implementation and Program Quality

• Conduct CARM assessment when working with and through partners and develop a joint capacity building plan based on findings.
• Work closely with the Country Manager and Finance Lead to ensure CARM staffing and operational costs are budgeted for in proposals.
• Ensure all areas of operation have active context appropriate feedback channels that are selected based on community preferences and that proper procedures are followed.
• Update Country CARM Standard Operating Procedures (SOPs) in close collaboration with the Country Manager, Program Managers, MEL Manager, SMT and other relevant team members; and ensure partners either adopt Mercy Corp’s template or develop their own CARM SOP that adheres to Mercy Corps CARM Policy.
• Review and support development of Information, Education, and Communication (IEC) materials for community members that includes Mercy Corps’ commitments on staff conduct, program operations, and how to provide feedback and/or report concerns.
• Ensure correct grading and verification of all feedback and ensure that appropriate action is taken and closure of the feedback loop with all community members based on Mercy Corps’ standardized grading system and country level SOP. 
• Work with safeguarding team on establishing internal and external referral mechanisms, including frequently updated service mapping.
• Ensure all Ethics-related reports are immediately and directly escalated to the HQ Ethics team.
• Ensure and maintain data quality and protection of CARM data and PII through the CARM workflow including database(s) management.
• Comply with and ensure compliance of global data protection and privacy standards while confidentially receiving, following up on, and reporting on CARM feedback received.
• Continuously monitor the CARM, 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.
• Develop trend reports utilizing CARM data to inform continuous program adaptation.
• Create and circulate a monthly and Quartrly feedback report for relevant program staff and review partner accountability reports.
• Drive adherence to CARM standards, ensuring that these are applied consistently across all programs.
• Use data from the Program Management Dashboarding App and other sources to make relevant Accountability decisions and to run quality control processes in country.

Learning and Development

• Create and maintain a country CARM learning and development strategy utilizing the global CARM Learning Pathway. 
• 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.

Team Management

• Recruit and train CARM team members, in collaboration with additional country team members.
• Assist team members with information, tools and resources to improve performance & reach objectives.
• Play an active role in hiring, orienting and leading team members as necessary.

Internal Collaboration and Coordination

• Represent Mercy Corps at relevant internal and external coordination meetings.
• Coordinate closely with additional departments to ensure the necessary inputs are incorporated into the CARM design process.
• Collaborate with Safeguarding and Ethics team to ensure maintaining safe and confidential reporting channels for the community to raise complaints related to sexual exploitation and abuse, fraud, corruption, child safeguarding, and other highly sensitive cases.
• Work closely with MEL colleagues, to integrate CARM related questions within all MEL tools and ensure CARM indicators are incorporated within each MEL Plan for all programs.
• Attend and provide input 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 country leadership.

STRATEGY AND PLANNING

• Work with the Country senior leadership team to develop and support the Country and Regional strategy.
• Mobilize support services and risk management resources to enable country and regional leadership teams to execute their respective strategic priorities.

REGIONAL SYSTEMS AND SUPPORT FUNCTIONS

• Support country team adherence to Mercy Corps and donor policies and procedures.
• Capture and disseminate best practices on CARM across country teams to ensure highest quality and standards.
• Provide dedicated support to country teams in the event of an emergency or startup of a complex program that requires additional resources.

SAFEGUARDING RESPONSIBILITIES 

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Supervisory Responsibility

CARM Assistant 

Accountability

Reports Directly To: Regional Program Standards Advisor

Works Directly With: Programs Managers, MEL Manager, Operations Teams, Ethics/ Assurance/ Safeguarding as well as other NGOs/ CBOs.

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: Any skills you have gained through education, volunteer, work, or life experience that are relevant for the position will be considered. Be sure to fully explain transferable skills and success factors and how they apply to this position in your cover letter.

• Bachelor’s degree in Social Work, Development, Humanitarian Studies, or other relevant field is required, Master’s degree is preferred.
• 2-3 years of experience in international relief and development.
• 1-3 years of field-based experience in international relief and development preferred.
• Field-based experience with community feedback and accountability reporting mechanisms preferred.
• Demonstrated knowledge of grant-based funding models, emergency response and development strategies and operational challenges in the sector.
• Proficiency with MS Office software required (Word, Excel, PowerPoint), and Google suite (Google drive, docs, sheets).
• Fluency in English and Arbaic is required.
• Strong team coordination, listening, and consensus building skills.

Success Factors

A successful incumbent need to be a creative problem solver, able to support field teams to overcome contextual challenges in the design and implementation of their CARMs. They will also be skilled communicators, able to develop and utilize strong relationships with term members and departments internally, as well as with external bodies. They will have a positive and dynamic working style that enables them to adapt to challenges as they arise. They will harness the expertise, experience and ideas of diverse Mercy Corps team members and external partners to strengthen CARMs within Mercy Corps.

Living Conditions / Environmental Conditions

The position is preferably based in Beqaa and it requires up to 50% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited.  No Housing for this role is in individual housing and staff will have access to good medical services.

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

Team Engagement and Effectiveness 

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with 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.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline (integrityhotline@mercycorps.org).