Essential Job Responsibilities.

Implementation and Program Quality

• Support the implementation and adaptation of the Nigeria CARM strategy/operational manual;
• Support CARM channels covering the Nigeria programs including phone line, WhatsApp business, online form and email to document and receive community feedback;
• Support the creation and circulation of a monthly/bi-annual CARM report for relevant stakeholders, that presents CARM findings, successes, trends, tweaks, to implementation processes, and adaptation as a result of feedback received;
• Together with program teams, support CARM assessments and evaluations, and document findings and lessons learned;
• Capturing of programmatic adaptation due to CARM feedback through impact stories every month;
• Briefing the CARM Coordinator weekly and/or as necessary regarding the status of and updates regarding CARM;
• Support in the development of work plans at the programmatic and portfolio levels for the rollout/implementation of CARM;
• Help to develop feedback and data-flow mapping;
• Together with MEL colleagues, support the development of a system for analyzing trends in feedback received;
• Production of internal reports on CARM itself, in response to feedback received via training and awareness session evaluation forms;
• Work with the communications team to design and disseminate (or support partners to do so) appropriate communication material that promotes the use of feedback mechanisms or transparency (hotline business cards, distribution signs, community signs and banners);
• Conduct regular field visits, engaging CARM spot checks, training;
• Liaise with Sub-award and Compliance unit to support programs in encouraging community participation in needs assessments and project design;
• Support in the maintenance and organization of the CARM database, in coordination with the PaQ team.
• Support the Program Performance and Quality Unit with other tasks as assigned.

CAPACITY BUILDING

• Support with orientation sessions for staff and field partners/CBOs and other CARM stakeholders;
• Training of staff on receiving complaints and feedback and on community sensitization, particularly on informing communities and handling feedback on sensitive subjects of potential staff misconduct.

COORDINATION

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

 ORGANIZATIONAL 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, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

SAFEGUARDING:

Mercy Corps has zero tolerance for every form of abuse and expects team members, operations and programs to not harm the people and communities with which we work or put anyone, especially vulnerable populations at risk of abuse or exploitation.

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.

ACCOUNTABILITY

Supervisor: Country CARM Coordinator

Works Directly With: PaQ team members, DoP, HSSD, Program Leads, Communications Teams, Ethics and Assurances Director, Safeguarding Focal Point, Program CARM focal points, and all project/program teams, including Mercy Corps participants and community members.

Knowledge and Experience

• Excellent writing skills in English. Fluency in Hausa language is a plus. The ability to write reports at a native English level;
• Bachelor’s degree or equivalent in the relevant field. Proven (at least intermediate) report writing skills are required;
• At least four years of related work experience, preferably with an international or local Non- Governmental Organization (NGO);
• Proven experience in data collection, data entry, data/information management and analysis;
• Proven experience in developing or contributing to accountability frameworks, and standard operating procedures (SOPs) for feedback mechanisms;
• 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;
• 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.