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Company: Industry: Non-Profit and Social Services Job Location: Amman, Jordan Career Level: Intermediate (Experienced non manager) Date Posted: 22-09-2022 Ref. Number: 153399 Citizenships Jordan Residence Country Jordan Years of Experience 3 – 5
Community Accountability Reporting Mechanism (CARM) Senior Officer, re-advertise
Job Description and Requirements <\/p>\n
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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 solutionsinto action \u2014 helping people triumph over adversity and build stronger communities from within. Now, and for the future.
This position is based in the Northwest Syria team, and more specifically the Programme Performance and Quality Unit. We are a dynamic, friendly and hard-working set of people who are committed to achieving our strategic outcomes using an informed, integrated and cohesive approach which puts participants and committees at the heart of our work. The team is agile, supportive and creates opportunities for team members to learn in a supportive environment.
Program \/ Department Summary
Mercy Corps exists to alleviate suffering, poverty, and oppression by helping people build secure, productive, and just communities. Mercy Corps has been working in Syria since 2008, delivering emergency assistance and addressing longer term needs both before and during the ongoing crisis. In 2020, our work reached over 1.6 million people across the country.. The program is implemented both directly and with local and regional implementing partners (IPs) and is managed remotely from Amman, Jordan.
Commitment to Accountability
Mercy Corps is committed to preventing all forms of exploitation and abuse. We create accessible and effective reporting mechanisms so that our participants and the communities in which we work are able to report critical situations or behaviors related to our staff, partners or programs, as well as any unlawful situations and behaviors. Community Accountability Reporting Mechanisms (CARM) are an essential part of Mercy Corps\u2019 commitment to excellence and integrity. Effective reporting mechanisms are important because they empower individuals to report concerns and to feel confident that their complaint will be reviewed and addressed.
General Position Summary
Under the supervision of the PaQ NWS manager, the CARM senior officer will support in establishing\/maintaining and continuously strengthening the accountability system in the organization in Northwest Syria. S\/he will be dealing with day-to-day accountability feedback that includes handling of complaints and compliments as received fromparticipants. The CARM senior officer will compile reports on complaints and provide recommendations to programs and evidence that will inform our country strategy and improvve our work. The Senior Officer will also manage our response and encourage community participation and engagement in the CARM system usingdifferent approaches, ultimately ensuring every program has active feedback mechanisms and that proper procedures are followed.
Essential Job Responsibilities
Support to Direct-project Monitoring, Evaluation and Learning (MEL) Systems
Implement CARM Systems and Tools<\/p>\n
Ensure functioning complaints and response mechanism, through effective collection of complaints from different channels.<\/p>\n
Continuously coordinate the review of the CARM system to ensure it remains inclusive, locally appropriate, user-friendly and culturally sensitive.<\/p>\n
Handling of a centralized telephone based and internet feedback mechanisms on a daily basis.<\/p>\n
Complete data entry and management and ensure the quality of the CARM database.<\/p>\n
Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference. Engage with new, technical options for CARM including data process automation and other ways to create efficiencies and improve the quality of our accountability services.<\/p>\n
Ensure that the feedback is kept confidential and access to that information is in line with guidelines.<\/p>\n
Ensure timely responses from relevant departments on feedback received and concerns raised by communities on Mercy Corps. Ensure that feedback loop is closed for all cases.<\/p>\n
Provide oversight for roll-out of CARM in the field and ensuring that office level work and committees are organized and effective.<\/p>\n
Specify CARM-related activities that need to be captured in SOPs for program activities (i.e. cash and voucher SOPs).<\/p>\n
Undertake regular coordination with Mercy Corps\u2019 partners to ensure CARM implementation under the direct implementation of the partners.<\/p>\n
Communicate and disseminate procedures, policies and tools as appropriate to participants, project staff and other stakeholders.<\/p>\n
Support MEL and programme teams work on accountability to participants.<\/p>\n
Work with MEL and programme teams to ensure standard accountability tools, methods and guidelines are rolled out adhered to, and improved.
Capacity development of team and IP(s)<\/p>\n
Train field staff on CARM tools, and other processes as required.<\/p>\n
Train new team members on Mercy Corps\u2019 accountability principles and the country CARM system and procedures.<\/p>\n
Provide technical support for the CARM field assistants in coordination with the MEL field officer.<\/p>\n
Follow up on trainings by mentoring staff\/partners to develop identified technical skills.<\/p>\n
Assist the team in improving CARM initiatives by identifying good practices, field tested lessons learned, and creative recommendations; share with and encourage staff to incorporate these in their daily work.<\/p>\n
Support in building capacity in the MEL, programme and partners\u2019 teams including the accountability principles.
Program-level results measurement and reporting<\/p>\n
Support on developing\/maintaining community accountability reporting mechanism and following system.
Representation and Coordination<\/p>\n
Participate in and support internal office coordination, planning meetings and workshops, including with the MEL teams in Mercy Corps\u2019 other Syria Response Offices, as required. <\/p>\n
As required by the supervisor, represent Mercy Corps at donor meetings, and government and sectoral coordination fora\/meetings.<\/p>\n
Conduct himself\/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and not jeopardize its humanitarian mission or put the team, assets and mission at risk.<\/p>\n
Assist in any other task or duty assigned by the supervisor.
Program Management<\/p>\n
Support program managers to fulfill Mercy Corps' Programme Management and CARM Minimum Standards based on organization-wide Expectations.<\/p>\n
Ensure all interventions adhere to participant accountability standards.
Team Management<\/p>\n
Create and sustain a work environment of mutual respect where team members strive to achieve excellence.<\/p>\n
Coordinate with CARM field assistants to follow-up on the CARM progress on daily basis.<\/p>\n
Hire, orient and lead team members as necessary.
Organizational Learning<\/p>\n
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 Beneficiaries<\/p>\n
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