Community Accountability Reporting Mechanism Officer

Job Description

- Community Accountability Reporting Mechanism OfficerCompany: Industry: Non-Profit and Social Services Job Location: Amman, Jordan Career Level: Intermediate (Experienced non manager) Date Posted: 02-06-2022 Ref. Number: 151566 Citizenships Jordan Residence Country Jordan Years of Experience 3 - 6Community Accountability Reporting Mechanism Officer and Requirements*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.*Program / Department Summary* As an organization, Mercy Corps is committed to accountability to all of our stakeholders, including the people we serve. Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation. A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps? commitment to excellence and integrity, by providing individuals, organizations and local groups a means of raising concerns about potential staff misconduct or sharing feedback on programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Jordan, implementation and engagement of a CARM will ensure that the country team?s programs will continue to uphold Mercy Corps? high standards of accountability. The Informal Livelihoods Advancement Activity (Iqlaa) is a five- year activity that aims to put Jordanian Micro and Small Enterprises (MSEs) on a path to recovery after the extraordinary crisis that the businesses have faced, help them access the safety net measures in Jordan, and, most importantly, regain productivity and growth. Mercy Corps approach to IQLAA integrates direct assistance with market systems development (MSD) interventions to support MSEs along the full journey from recovery to growth and resilience. Grounded in evidence-based, adaptive, and inclusive support, Jordan?s MSEs can emerge from the COVID-19 crisis stronger and more resilient, transformed through new ways of doing business and improved access to finance, markets, and services. Understanding that women, youth, and people living with disabilities (PLWD) face unique constraints to starting up and leading resilient MSEs, Mercy Corps design will infuse a Gender, Youth and Social Inclusion (GYSI) lens throughout all interventions. Mercy Corps approach is committed to supporting MSEs build back, formalize, and grow, emphasizing systems-level change, equitable opportunities, and a dignified work environment for all women, men, and youth, and PLWD in Jordan.*General Position Summary* The IQLAA CARM officer will work under the supervision of the CARM Coordinator. S/he will support the CARM Coordinator in rolling out CARM across IQLAA program activities, partners and participants in Jordan. The IQLAA CARM assistant would be specifically responsible for day-to-day implementation of tasks such as monitoring, prioritizing, and categorizing CARM data from predefined feedback streams which will be developed with the support of team leads, partners, the DCOPs and the COP. The IQLAA CARM Officer will assist the CARM Coordinator in strategic tasks such as ensuring CARM is context-specific and CARM is sustainably implemented. The IQLAA CARM Officer is responsible for the collection and monitoring of CARM data for the IQLAA program, collating, logging, and categorizing unsolicited feedback from the CARM channels such as: phone hotline, feedback boxes, face to face feedback, social media channels, and a CARM email address and solicited feedback. The IQLAA CARM Officer works in close coordination with the CARM assistant in answering the phone within defined hours of service and handling live community feedback in a responsible, courteous and respectful manner. The position works closely with the CARM Coordinator, CARM assistant, and program staff to ensure that CARM feedback channels are safe, confidential, and accessible for the participants and the greater community. The position also ensures feedback on behalf of Mercy Corps is provided in a timely and appropriate manner to the participants and/or community.Essential Job Responsibilities:General* Together with the CARM Coordinator and IQLAA program staff, support the development and implementation of a Community Accountability Reporting Mechanism tailored to the needs of the program participants and stakeholders.?Collect unsolicited and solicited feedback from different channels; feedback boxes, WhatsApp, calls, text, voice messages, online form, email, and assessments.?Ensure the CARM database is accurate and up to date on a daily basis according to CARM database guidelines.?Conduct phone call surveys or focus group discussion (FGD) with stakeholders to select appropriate channels to collect feedback.?Conduct CARM Baseline and/or Endline assessment with stakeholders.?Share CARM message, CARM video, or CARM digital brochure with program participants/stakeholders.?Ensure elevation of serious complaints and maintain an integrity attitude when addressing serious issues?Translate feedback from Arabic to English, for example prior to inputting it into the CARM database and provide a summary.?Categorizing the feedback according to the Mercy Corps Grading system.* Escalating the feedback as per the country SOP or providing the appropriate response as per the frequently asked questions.* Closing the feedback loop with the informant to ensure that Mercy Corps builds trust and encourages acceptance within stakeholders or program participants.Reporting?Ensure learning opportunities, including recommendations or program adaptation evidence for informed decision making is documented.?Update CARM frequently Asked Question form for IQLAA and other projects on a bi-monthly basis to address common concerns, as well as questions that partners and participants.?Ensure to document progress on CARM implementation for IQLAA and other projects.?Tracking data in detail and via written report field visits, spot checks, FGD, and other avenuesProject Coordination Activities?In collaboration with CARM focal points and program team members, keep track of CARM assets and fill out CARM incident reports.* Together with program teams, implement processes and procedures ensuring the integration of lessons learned into program implementation.* Collaborate with other actors to develop referral maps and mechanisms for communities where MC implements program activities including frequently updated service mapping.* Participate in relevant internal and external coordination meetings.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.Oganizational 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 participants communities as equal partners in the design, monitoring, and evaluation of our field projects.* Other duties related to CARM implementation, partners and co

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