Essential Job Responsibilities

STRATEGIC IMPLEMENTATION AND PROGRAM QUALITY (30%)

• Conduct an accountability assessment when working with and through partners and develop a joint capacity-building plan based on findings in an effort to drive our local partnership-strengthening agenda.

• Work closely with PaQ Director, new initiative and, 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.

• Maintain and update the Country CARM Standard Operating Procedures (SOPs) in close collaboration with PaQ Director, Regional CARM advisor, DoP, SMT, Country MEL Manager and other relevant team members; and ensure that partners either adopt Mercy Corps’ template or develop their own CARM SOP that adheres to Mercy Corps’ CARM Policy.

• Develop Information, Education, and Communication (IEC) materials and in collaboration with communication team for community members that include Mercy Corps’ commitments on staff conduct, program operations, and how to provide feedback and/or report concerns.

• Ensure thorough verification of all feedback, taking appropriate action and closing the feedback loop with all community members and partners in accordance with Mercy Corps’ standardized grading system and country-level SOPs. Work with safeguarding team on establishing internal and external referral mechanisms, including frequently updated service mapping.

• Ensure all Ethics and safeguarding -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.

• Create and circulate a monthly 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.

LEARNING AND DEVELOPMENT (35%)

• Create and maintain a country CARM learning and development strategy utilizing the global CARM Learning Pathway.
• Integrating CARM analytics into internal program learning, including CARM (in pause & reflection sessions, webinars, brown bags sessions, community of practices etc)
• Lead strategic and adaptive learning processes through CARM by translating CARM data to efficient use for program decision beyond feedback (engagement, learning, and adaptive management).
• Translate the data from the Program Management Dashboard (PMD) App and other sources to make relevant Accountability decisions, other use-case and to run quality control processes in-country.
• Continuously monitor the CARM mechanism, 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.
• Together with HR, support integration of CARM training into new employee onboarding.
• Train staff and partners in community accountability, including receiving complaints and feedback and on community sensitization particularly on informing communities and handling feedback on sensitive subjects of potential staff misconduct and accountability to affected populations

SAFEGUARDING (25%)

• Driving safeguarding mainstreaming across all locations and ensuring consistency in Mercy Corps’ approach.

• Collaborate with safeguarding, protection, human resources, and program teams to integrate safeguarding principles into operational procedures and programmatic design. Support program teams and staff in conducting safeguarding risk assessments, proactively identifying program risks, and implementing realistic and practical mitigation measures. Conduct essential safeguarding briefings, workshops, and inductions to educate all team members on their roles and responsibilities under the policy.

• Increase team member awareness and capacity surrounding safeguarding standards and expectations.

• In coordination with CARM and program teams work to ensure communities and program participants understand their rights and reporting options and build trust around response systems and survivor support.

• Develop guidance and tools to support partners in the development of safeguarding systems and compliance with safeguarding standards.

• Act as a reporting avenue for Safeguarding related issues, concerns or experiences and ensure next steps occur in accordance with organizational policies and procedure.

INTERNAL COLLABORATION AND COORDINATION (10%)

• Represent Mercy Corps at relevant internal and external coordination meetings.

• Coordinate closely other departments to ensure the necessary inputs are incorporated into the CARM design process.

• Collaborate with 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 and analytics 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 Program pause and reflect/reviews and After-Action Reviews.

• Engage with Regional CARM/SG Advisors to ensure appropriate guidance and best practices are incorporated into the CARM/SG design and roll out process.

ORGANIZATION LEARNING

As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient, and relevant to the communities they serve – Mercy Corps expects all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Accountability To Beneficiaries

Mercy Corps team members are expected to support all efforts toward accountability, specifically
to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Supervisory Responsibility: None

Accountability

Reports Directly To: Program Performance and Quality Director

Work closely with: Country Director, Director of Programs, PAQ Unit, Programs Directors/Managers, MEL Director/Managers, Operations and Finance Teams, Ethics/ Assurance/Safeguarding, Program level CARM leads/focal point, Regional and Global CARM/SG team

Required Experience, Skills & Competencies

• BA/S or equivalent, preferably in social sciences including sociology, law, economics, business administration, public administration, or international development. MAIS in similar relevant fields is 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 I supervisor roles
• At least 1-3 years of field-based experience in international relief/humanitarian and development preferred.
• 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
• 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).

• Experience with misconduct investigation 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, considering 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.

• Strong team coordination, listening, and consensus-building skills.
• Ability to manage and meet deadlines.
• Ability to work independently on a multi-task load.
• Excellent communication, presentation, and organizational skills.
• Fluency in written and oral English and Amharic languages. Must be able to read and interpret documents and communicate with others as necessary to perform job duties effectively.

Success Factors

A successful incumbent needs to be a creative problem solver, able to support field teams to overcome contextual challenges in the design and implementation of CARM. 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 CARM within Mercy Corps.

Living Conditions / Environmental Conditions

The position is based in Addis Ababa, however, will require between 30% and 40% to travel annually, sometimes to hardship locations across the regions.  Care is taken to give the incumbent enough time in advance to prepare for their absence and allow them sufficient time between assignments.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC’s policies, procedures, and values at all times and in all in-country venues.

Fostering a diverse and open workplace is an important part of Mercy Corps’ vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.