Community Accountability and Reporting Mechanism (CARM) Officer US NGO Jobs – Mercy Corps

Organization: Mercy
Duty Station: Uganda
Reports to:
MEL Specialist
About US:
Mercy Corps is an
International NGO that exists to alleviate poverty and oppression by helping
people build secure, productive and just communities. Mercy Corps has been
fully registered in Uganda as an operational NGO. Currently Mercy Corps has an
office in Kampala and is implementing Food Security programs which comprise of
Water and Sanitation, Livelihood and Agriculture and Conflict Mitigation
Management Program in North and North Eastern Uganda. We implement programs in
the northern districts of Pader, Kitgum, Agago, Lamwo, Kaabong, Abim and Kotido
with funding from USAID, USDA, Walmart Foundation, SDC, DFID as well as other
private donations.
About ECHO Project:
With funding from
European Civil Protection and Humanitarian Aid Operations (ECHO), Department
for International Development (DFID), NetHope, and United States Agency for
International Development (USAID/OFDA); Mercy Corps is using a blended approach
recognizing the importance of engaging both refugees and host communities and
building upon existing structures in the West Nile region to address the poorly
operating market systems. This includes a specific focus on access to
technology, agricultural value chains, support of social enterprises and
increasing access to financial services.
Job Summary: The
Community Accountability and Reporting Mechanism (CARM) Officer will work on
establishing/maintaining and continuously strengthening the community
accountability system of the Mercy Corps West Nile team. S/he will be managing
the day-to-day accountability processes of the organization, including handling
of program participant and stakeholder complaints and feedback. The CARM
Officer will lead in the design, improvement and implementation of CARMs. S/he
will be responsible for internal and/or external referrals, compilation of
reports on feedback and regular provision of recommendations to the programs
for improving the response with evidence based learning.
Key Duties and Responsibilities:
Design and
implement CARM system and tools
  • Develop/maintain community accountability reporting mechanisms and
    follow up system.
  • Lead data entry and management of the CARM database.
  • Communicate and disseminate feedback/complaints handling procedures,
    policies and tools as appropriate to program participants/clients, program
    staff and other stakeholders.
  • Manage handling of a centralized telephone complaints line and
    internet feedback mechanism (On rotation basis with the MEL team)
  • Maintenance of an effective record and filing system for all
    complaints solved and pending issues, including correspondence and other
    related documents for quick and easy reference.
  • Ensure that all feedback is kept confidential and access to that
    information is in line with Mercy Corps guidelines and SOPs, including
    appropriate referrals to Senior Leadership Team for allegations involving
    staff misconduct.
  • Support MEL and Program teams on program participants’/clients
    accountability and learning systems.
  • Follow-up with relevant stakeholders on agreed upon system
    corrections, adjustments to guidelines and SOPs and actions, informing and
    strategizing with the MEL Specialist & West Nile Team Leader.
  • Provide timely feedback to MEL Specialist and program teams on
    feedback and concerns raised by communities, partners, & stakeholders
    on project activities, and elevate significant complaints involving staff
    misconduct to Senior Leadership Team.
  • Prepare monthly reports on feedback and complaints, provide
    recommendations and share them interactively with program teams to ensure
    uptake and implementation.
  • In coordination with the Program teams, track all the actions taken
    in response to feedback and complaints and include them as appropriate in
    the CARM monthly report, and program donor reports.
  • Provide feedback to the program participants/clients, and
    stakeholders accordingly, whenever required.
Staff training and
capacity building:
Train staff
on CARM/Feedback SOPs, compliance and accountability tools, and other processes
as required.
Internal and
External Coordination:
regular coordination/management and working relationships with CARM
counterparts in other relevant National/International NGOs, UNHCR/OPM, Private
Sector Actors, and Associations in West Nile region whenever necessary.

Qualifications, Skills and Experience:
  • The ideal candidate for the Mercy Corps Community Accountability and
    Reporting Mechanism (CARM) Officer job opportunity should hold a
    Bachelor’s Degree in community psychology, social sciences, economics,
    statistics, demography, and/or relevant field in art and humanities.
  • A minimum of three years of relevant work experience and technical
    skills of managing a remote data collection and data management,
    principles of data protection, experience in quantitative and quantitative
    data analysis preferably with an international or national
    Non-Governmental Organization (NGO).
  • Keen interest and commitment to humanitarian and development
    principles, codes of conduct (including on the Prevention of Sexual
    Exploitation and Abuse) and a demonstrable understanding of conflict
    contexts and remote work.
  • Demonstrated integrity and discretion in handling of sensitive
    information, and familiarity with referrals procedures
  • Demonstrated ability in report writing.
  • Fluency in both verbal and written English.
  • Excellent computer skills: proficiency in MS Office package, and at
    least basic knowledge of database management
How to Apply:
All suitably
qualified and interested candidates should send their online applications to
the Senior HR and Legal Manager by clicking the link below. Please clearly
state your salary requirements on the cover letter, attach your CV (with 3
referees), and copies of academic qualifications/certificates.
Deadline:  8th June 2018
For more of the
latest jobs, please visit or
find us on our Facebook page