Program Performance and Quality (PAQ) Manager – Partnerships Programs

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. As a result of the Syrian civil war there is a major humanitarian crisis. Mercy Corps, along with national and international partners, is working to address urgent humanitarian needs wherever they arise in the region.

Program / Department Summary

Mercy Corps’ Partnership Programming targets vulnerable conflict-affected populations, which involves working with our local partners to identify and build a network of agencies, community groups and former aid workers, who have effectively been able to provide life-saving support to populations facing life-threatening and unmet needs. Enhanced due diligence of partners and program stakeholders has informed partner selection and provides us with a high degree of confidence that we will work with local organizations that have the necessary experience, capacity, knowledge and networks to access underserved populations. Mercy Corps tailors capacity building plans and communication protocols to particular partners, locations and projects to mitigate risks and monitor program operations in the field. The PaQ Manager for Partnerships’ role is to improve the technical quality of the partner and program monitoring, evaluation, accountability and learning systems and to promote more inclusive programming across the whole of Syria. The Manager will be based in the Programme Performance and Quality Unit (PaQ) which includes, but is not limited to oversight of monitoring, evaluation, accountability and learning (MEAL) and Community Accountability and Response Mechanisms (CARM).

Mercy Corps defines performance and quality broadly as;

Performance: Ability of a program to deliver expected outputs on time, on scope, and budget as defined to our donor and the community

Quality: Going beyond requirements and striving for excellence with evidence of durable results, which is based on three principles: trust among stakeholders, systems for self-reflection, and integration across teams

The goals of the PaQ unit are to:

1. Create efficient and effective MEAL systems for partners that go beyond compliance with MC minimum standards and leverage innovative technological solutions to enable greater engagement with high quality data and document evidence of impact.
2. Promote the value of Mercy Corps Community Accountability and Response Mechanisms (CARM) beyond just accountability to participants and maximize the impact that can be generated from CARM learning.
3. Support a continued move towards a coordinated and high-quality approach to a partnership model for programming
4. Promote the efficient use of shared resources and planning through greater coordination and access to shared tools and learning.
5. Support continued learning and development of PaQ through mentoring, learning opportunities, courses, and other forms of knowledge and experience development.
6. Streamline the process for engaging in third party monitoring to support a continued focus on MEL and quality in inaccessible areas.

The Role

The role of the PaQ Manager for Partnerships is to provide support to ensure the development of efficient and effective systems that support the above goals. This primarily includes strong technical support for

• Information collation, dissemination and utilisation
• Design of high quality programmes that align with Mercy Corps’ strategy
• The development of effective partner monitoring, learning and evaluation processes,
• Providing support to program and partner staff during key project development and implementation moments, checking on program quality and impact through a variety of different techniques as well as accountability to participants.

This role supports a program implementation model that focuses on partnerships and remote management.

Although this role is primarily aimed at supporting MEAL systems, the incumbent will be required to contribute or lead on larger initiatives that improve partnership MEAL for the entire Syria response and to feed learning into the country approaches.. This might include partner capacity building, systems/quality review or building guidance/standard operating procedures for all partner programming.

Essential Job Responsibilities

STRATEGY

• Work with a wider MEAL team to develop and implement global and country and team strategies and work plans for.
• Work with partner organisations’ MEAL team to align work with the country strategy and Mercy Corps MEAL policy.
• Lead on supporting program teams to integrate learning and ensure that evidence is used to inform adaptation of activities and future program design.
• Support the integration of Community Accountability and Response Mechanisms (CARM) tasks and responsibilities into the MEAL team daily work and support the roll out of Mercy Corps internal safeguarding policies.
• Support the rollout of the new Mercy Corps Programme Management Standards (PM@MC).
• Provide input on proposals on PaQ and MEL related activities and inputs as required.

TECHNICAL QUALITY

Ensure that the PAQ unit provides strong MEAL support to program teams and partners, develops efficient and effective MEAL systems, and supports a community for MEAL staff to provide them with technical advice and a support network. This includes:

• Ensure the program and partners use the appropriate MEAL systems and tools, to inform and improve each individual program.
• Provide leadership and training in the development of partner MEAL plans, IPTTs, Analysis Plans, SOPs, quantitative and qualitative tools (surveys, MSC, focus groups), routine monitoring tools and analysis and data visualization to enable programs to assess outcomes and impact.
• As needed collaborate with external evaluators on the design and roll out of program baselines and evaluations, while setting up effective systems for learning and its utilisation.
• Conduct internal DQAs (Data Quality Assessments) to ensure data is collected with attention to accuracy and consistency.
• Work with program teams and the Technical Advisors, to ensure the adoption of efficient and effective partnership processes, identify strategies and build or strengthen systems to facilitate greater efficiency in program management processes especially those related to MEAL.

PROGRAMS AND PARTNER SUPPORT

• Provide support to program teams at key programmatic moments, such as starting up new sectors, modalities, locations or partnership modalities.
• Establishes mechanisms and tools to facilitate greater efficiency in between partners, program, monitoring and evaluation and information management.
• Ensure quality of partner project design and use of standard indicators..
• Provide technical support to MEAL staff on design of specific data collection tools (such as surveys, questionnaires) and appropriate sampling strategies.
• Assist partners to focus their MEAL efforts on collection of information that improves their understanding of project performance, while meeting Mercy Corps’ reporting requirements.
• Ensure that implementing partners have appropriate participant accountability mechanisms in place.
• Provide support to the program teams to improve partner reporting procedures, potentially including the development of web-based progress update forms.
• Align sub-grant logframes and MEAL tools with grant requirements to ensure streamlined reporting.
• Provide training and mentoring in the development of MEAL plans, MEAL tools as well as survey design, methodology, data collection and analysis and other skills as required for assessing the progress and impact of programs.
• Facilitate learning of partner organizations about MEAL, through supportive techniques such as coaching, peer to peer guidance and reflection.

PROGRAM QUALITY

• Work with the Information Manager and programs teams to analyze information supplied by Partners and develop feedback loops to ensure this information is available to the program team, and partners where appropriate.
• Provide technical guidance, advice and support regarding activities directly carried out by Field Monitors, including on the process and impact monitoring and measurement systems put in place and the ability for Mercy Corps to respond, adapt and improve.

• In close collaboration with the Information Manager and MEAL team, support the design of a cloud-base database system to enable analysis of Mercy Corps impact at the program level, in line with regional initiatives. Collaborate with the Information Management team and other MEAL staff to create or redesign participant dashboards.
• Organize regular reviews from the MEAL perspective to show the progress, findings, learning and provide recommendations to programs and partners accordingly.
• Manage and support PM@MC
• Provide technical leadership in the design, set-up, ongoing implementation, and evaluation of programs that focus on or embed key areas for Mercy Corps including gender equality and social inclusion and climate, ensuring sound gender and inclusion analyses, the practical application of SADD, and outcome indicators.
• Support gender equality and social inclusion awareness and capacity building across departments to ensure operational tools and processes, budgets, research scopes, and staffing structures reinforce gender equality and social inclusion in programs.
• As needed, design and support innovative and inclusive programming.

TEAM MANAGEMENT

• Plan for capacity building, training and other HR needs of team members.
• Provide technical training and mentoring of partner MEAL teams tasked with monitoring partner activities in the field.
• Provide supervision to the team members, ensure their work is aligned and contribute effectively towards the program’s strategy, that they have access to training and support and that effective workflows and coordination are set up between the different unit members.
• Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
• Ensure a work environment that promotes a culture of learning through systematic analysis and reflection of work and feedback to the team.
• Build the capacity of all relevant team members to develop and maintain an excellent MEAL system, including integrating into the program cycle regular reflection and analysis of program monitoring data.

REPRESENTATION AND COORDINATION

• Proactively network within Mercy Corps and occasionally outside the organisation.
• Participate in and support internal office coordination and planning meetings and workshops, including with MEL team in Mercy Corps’ other Syria Response Offices, as required.
• As required by the supervisor, represent Mercy Corps at donor meetings, and government and sectoral coordination fora/meetings.
• 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 or put the team, assets and mission at risk.
• Assist in any other task or duty assigned by the supervisor.

SECURITY

• Ensure compliance with security procedures and policies as determined by country leadership.
• Proactively ensure that team members operate in a secure environment and are aware of policies.

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.

ACCOUNTABILITY TO PARTICIPANTS

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

Supervisory Responsibility

A team that will include a coordinator, senior officer, and officers as needed (expected to be up to a maximum of five).

Reports Directly To PaQ Director.

Works Directly With: Director of Programs, MEAL Senior Coordinator, MEAL Senior Officers and Officers, Program Managers, Information Management Unit, Technical Advisors, Regional Technical Advisers.

Knowledge and Experience

• BA/S or equivalent in social science, management, international development, or other relevant fields; MA/S in similar relevant fields preferred.
• 5-7 years of progressive experience and proven high level of competence in working in international settings, ideally in conflict-affected countries.
• 5 years direct experience in implementing MEAL Systems particularly remote monitoring, mobile data collection platforms and managing evaluations.
• 3 years experience in implementing or building accountability mechanisms.
• Strong knowledge of and experience with humanitarian and development programming.
• Strong leadership, communication, and project management skills.
• Ability and interest to work with a multi-ethnic team in a culturally appropriate manner.
• Willingness to work in a face-paced, fluid environment on multiple tasks.
• Ability to speak, write, and read in English and Arabic is essential.
• Previous familiarity with the Syrian context or similar conflict affected populations.

The Salary Range for this position starts from (2151 JOD/Month)

Success Factors

A successful candidate will have the ability to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment with a capacity to spark innovative approaches to programming and inspire groups to collaborate closely to implement high-quality programs. S/he will have proven ability to learn quickly, take initiative, and be accountable for results, with an ability and willingness to remain mobile for short-term and/or long-term as necessary within the region, based on programmatic needs. An ability to work independently and as part of a team, with curiosity about and sensitivity to new cultures, a desire and ability to learn and grow, both personally and professionally, and a great sense of humor.

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.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

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. 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.

Living Conditions / Environmental Conditions

The position may be based either in Beirut, Lebanon or Amman Jordan with some travel. The successful candidate should expect to be based in their country of origin.

Mercy Corps team members represent the agency both during and outside work hours when deployed. 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.

للتقديم على الوظيفة من خلال الموقع الأصلي