Community, Accountability, and Reporting Mechanism (CARM) Coordinator at Mercy Corps

 General Position Summary

The Community Accountability and Reporting Mechanism (CARM) Coordinator works as a part of the Program Performance and Quality (PAQ) Team, and s/he is the country's CARM focal point to provide support to the management of the CARM system. Main responsibilities within the position include: 1) integrating CARM into programs; 2) keeping the CARM SOPs up to date; 3) establishing reporting/feedback processes and mechanisms: 4) developing training plans and awareness materials for staff and with partners on the implementation of the CARM framework in communities.  5) S/he will deal with escalating feedback received from various CARM channels.

In addition to this, S/he will work on verifying the day-to-day feedback including complaints, questions, reports, and requests for support as received by the CARM assistants or officers.

Essential Job Responsibilities

Under the direct supervision of the PAQ Director, the CARM Coordinator provides efficient and effective support to the PaQ Unit, including:

Mainstreaming Accountability at Mercy Corps Nigeria

• Led the development of MC Nigeria's Accountability strategy and workplan, based on global and regional guidance and in coordination with Nigeria program teams.
• Ensure Mercy Corps’ global CARM minimum standards are met
• Advice on accountability best practices (risk analysis, mitigation measures, CARM systems, referrals, etc.) for new program proposals as well as during program start-up and strategic discussions. Write the accountability section of all programmatic progress reports and new proposals.
• Assess and develop country-level CARM processes and tools and develop the CARM strategy for each program in close coordination with the Program managers and Program CARM focal points.
• Contribute to the evaluation and production of lessons learned for the MC program's adherence to accountability best practices and minimum standards.
• Together with MEL colleagues, develop a system for analyzing trends on received feedback.
• Ensure that feedback received through accountability channels is being documented and used by program teams for adaptive management.
• Support the PaQ team during the close-out phase to ensure all documentation (electronic and hardcopy) is in place and is filed appropriately.
• Represent MC at relevant internal and external coordination meetings (e.g. accountability, referrals).
• Ensure all CARM activities are gender sensitive and follow Mercy Corps’ Gender Equity Policy;
• Apply Do No Harm standards to ensure activities do not have detrimental effects on communities.
• Support the Program Performance and Quality Unit with other tasks as assigned.

Management of Community Accountability and Reporting Mechanism (CARM)

• Ensure continued establishment, maintenance, and management of CARM implementation in existing programs and the roll-out of CARM into new programs.
• Keep the CARM SOP updated and practical through a comprehensive assessment with the support of the program teams and communities where Mercy Corps operates. Develop work plans for the implementation of CARM establishing systems, procedures, and forms adequate to each project/location/participant.
• Ensure CARM policy is followed by Mercy Corps partners and service providers.
• Lead the review, reflection, and learning process to improve the performance of CARM.
• Identify and pilot new feedback channels and CARM initiatives with program team members.
• Work with other teams (i.e.: CARM in the region, T4D) to regularly enhance the CARM system based on learnings and data analysis.
• Develop necessary information, education, and communication materials on accountability for internal and external use, ensuring adherence to Mercy Corps CARM guidance and SOP
• Coordinate with program CARM focal points and the rest of the PaQ team to ensure the communication and dissemination of CARM communication materials as appropriate to program participants and other stakeholders throughout program activities, including through the CARM integration checklist and PM@MCminimum standards.
• Analyze CARM monitoring data and produce quarterly country-level CARM reports to be shared with all MC teams.
• Consolidate and prepare a written report of all received CARM cases quarterly, including substantial findings, successes, trends, and adaptations.
• Support the PaQ team to ensure CARM staffing and operational costs are included in budgets and proposals under development.
• Conduct monitoring field visits to track the efficiency, effectiveness, and quality of CARM. Conduct community consultations and feedback sessions as part of learning and development.

Processing Feedback and CARM Data Management

• Verify received feedback documented by Mercy Corps team members and ensure complaints are well documented and addressed in a timely manner.
• Ensure confidentiality for all the complaints and feedback received through the hotline and always protect participants’ identity.
• Process and follow up on all feedback received according to the CARM Guidelines and SoPs. Escalate feedback Categories 5 and 6.

Technical Support and Capacity Building

• Train program staff on receiving complaints and feedback and on community sensitization.
• Provide onboarding, training, and on-the-job support to CARM team members for handling calls/complaints, registration, and follow-up. 
• Play an active role in hiring, orienting, and leading CARM team members as necessary.
• Work with Program Managers to analyze the CARM gaps and provide follow-up suggestions to strengthen CARM within their programs.
• Develop a learning agenda for CARM.
• Identify and incorporate donor accountability standards in program reporting.
• Publish one case study on adaptive management using CARD feedback data.
• Standardize community engagement SoPs and budgets, including sensitization activities.

Knowledge and Experience

• A bachelor’s degree in international development, social sciences, or related field.
• At least 5 years of professional experience focused on community accountability and or program management
• Substantial background in development/humanitarian programming including experience in developing and conducting training, and advocacy.
• Demonstrated experience and ability to represent the organization and negotiate and defend Mercy Corps’ interests with a diverse range of international and local organizations and other groups professionally and appropriately
• Demonstrated attention to detail, ability to follow procedures, meet deadlines, and work independently and cooperatively with team members.
• Excellent verbal and written communication, organizational, prioritization, and strong computer skills.
• Previous experience working on US government-funded and EU-funded programs is strongly preferred.