Community Accountability Reporting Mechanism Coordinator

Job Description

- Community Accountability Reporting Mechanism Coordinator Company: Industry: Non-Profit and Social Services Job Location: Amman, Jordan Career Level: Intermediate (Experienced non manager) Date Posted: 23-05-2022 Ref. Number: 151396 Citizenships Jordan Residence Country Jordan Years of Experience 4 - 8Community Accountability Reporting Mechanism Coordinator and RequirementsAbout Mercy CorpsMercy 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.Program / Department SummaryMercy Corps is committed to preventing all forms of exploitation and abuse. The Community Accountability Reporting Mechanism is an essential part of Mercy Corps commitment to excellence and integrity. It gives individuals, organizations, and local groups an opportunity to raise concerns or share feedback (positive and negative) with Mercy Corps, independently from program operations. In the context of Jordan, rolling out CARM across the country, ensures that the country program and team members are uphold to Mercy Corps high standards of accountability.General Position SummaryThe CARM Coordinator will work under the supervision of the Program Performance and Quality Director, and s/he is the country CARM focal point. The CARM Coordinator assesses and develops the country level CARM processes and tools and develops the CARM strategy for each program in close coordination with the Project Manager/Team. In addition to developing and managing the work plan for the implementation of a CARM system, the CARM Coordinator build the capacities and trains team members on adaptations to the CARM system. S/he has an implementation role within the Jordan portfolio, dividing his/her time between the continued establishment, maintenance, and management of CARM implementation in existing programs and the roll-out of CARM into new programs. While working with the program and MEL teams, s/he support the adaptation of the CARM strategy and workplans, focusing on its maintenance in alignment with the global and Jordan country strategies. Main responsibilities within the position include: 1) updating the standard operating procedures (SOPs); 2) establishing reporting/feedback processes and mechanisms: 3) developing training plans and awareness materials for staff and with partners on the implementation of the CARM framework in communities. S/he will deal with day-to-day feedback including complaints, questions, reports, and requests for support as received by the CARM officer/assistant or in community boxes.Essential Job ResponsibilitiesCOMMUNITY ACCOUNTABILITY AND REPORTING MECHANISM* Update the existing CARM operational manual through a comprehensive assessment with support of the program teams and communities where Mercy Corps operates.* Understand and identify locally appropriate, user-friendly, and culturally sensitive communication channels for feedback.* Develop necessary information, education, and communication materials for internal and external use.* Ensure proper documentation is collected and archived for all received feedback.* Develop workplans for the implementation of CARM establishing systems, procedures, and forms adequate to each project/location/participant.* Verify received feedback and ensure complaints are well documented.* Modify the current CARM database as needed and ensure the data quality of the database(s).* Together with MEL colleagues, develop a system for analyzing trends on received feedback.* Together with program teams, develop a system and process to ensure integration of learning and adaptations is document and incorporated through workplans and implementation.* Write the CARM section of all programmatic progress reports.* Consolidate and prepare a written report of all received CARM cases every two months, including substantial findings, successes, trends and adaptations.* Ensure compliance with the global data protection policy and privacy standards, such as the GDPR, while confidentially receiving, following up on, and reporting on received feedback.* Ensure CARM staffing, and operational costs are included in budgets and proposals under development.* Ensure CARM policy is followed by Mercy Corps partners.CAPACITY BUILDING* Conduct orientation sessions for all departments and positions on CARM and their roles and responsibilities toward a successful implementation of an accountability and reporting mechanism. * Together with HR, support the integration of CARM training sessions to new employees.* Training program staff on receiving complaints and feedback and on community sensitization.* Provide training and on the job support to CARM team in terms on handling calls/complaints, registration, and follow up.TEAM MANAGEMENT* Develop the capacity of the team, deepen understanding of their roles and the CARM system functionality. * Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one to one meetings and performance reviews. * Create and sustain a work environment of mutual respect where team members strive to achieve excellence. * Play an active role in hiring, orienting and leading team members as necessary.COORDINATION* Represent MC at relevant internal and external coordination meetings.* Collaborate with other actors to develop mechanisms for communities where MC implements programs and/or activities.SECURITYEnsure compliance with security procedures and policies as determined by the country leadership. Proactively ensure that team members operate in a secure environment and are aware of policies.ACCOUNTABILITY TO PARTICIPANTSMercy 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.Supervisory Responsibility1 CARM officer (Jordan - national staff).AccountabilityReports Directly To:Director of Program Performance and QualityWorks Directly With:, Jordan Case Management Committee (JO CMC), Regional CARM Advisor, HQ Ethics Team, Jordan CD/DoP, Jordan Programmatic Pillar Directors, PaQ Unit, CARM team and CARM program focal points, and all project/program teams, including Mercy Corps participants.Knowledge and Experience* Written and spoken fluency Arabic and English required, including demonstrable translation skills.* Degree in social sciences. A Masters degree in humanitarian work is considered a plus.* A minimum of four years of related work experience, preferably with an international or local Non-Governmental Organization (NGO) with accountability and community feedback and complaints mechanism specifically. * A minimum of two years of experience in supervisory roles and ideally of coordination with senior team members.* Proven experience in data collection, data/information management and analysis.* 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.* 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.Success Factors* Critical problem-solving skills* Ability to deliver results

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