Country: Uganda
Closing date: 08 Jun 2018
PROGRAM/DEPARTMENT SUMMARY:
In July 2016, a new wave of violence erupted in South Sudan and led to more than one million South Sudanese refugees taking refuge in West Nile districts of Uganda. Mercy Corps began responding to this crisis in December 2016, and remains on the ground to support people in meeting both basic needs and catalyzing opportunities for self-reliance over the long-term. 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.
GENERAL POSITION SUMMARY:
Under the supervision of the MEL Specialist, the 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.
ESSENTIAL JOB FUNCTIONS:
1.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.
2.Reporting
● 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.
3.Staff training and capacity building
● Train staff on CARM/Feedback SOPs, compliance and accountability tools, and other processes as required.
4.Internal and External Coordination
● Maintain 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.
KNOWLEDGE AND EXPERIENCE:
● A University Degree in community psychology, social sciences, economics, statistics, demography, and/or relevant field in art and humanities.
● At least 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).
● Proven interest & 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
● Proven 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:
Applications: Submit your online application to the Senior HR and Legal Manager by clicking on the following link https://www.fuzu.com/campaigns/community-accountability-reporting-mechanism-carm-officer-mercycorps. Clearly state your salary requirements on the cover letter, attach your CV (with 3 referees 1 of whom should have been your direct supervisor), and copies of academic qualifications/certificates. Deadline for Submission: Close of business on Friday, 08th June, 2018. Only shortlisted candidates will be contacted by Mercy Corps. Mercy Corps is an equal opportunity employer; qualified female candidates are strongly encouraged to apply.