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.
Mercy Corps has been present in Ethiopia since 2004 working to drive bold and transformative ideas, working closely with government, the private sector and civil society actors to build a more resilient country, ensuring that programs are responsive to and influenced by participants and stakeholders. With the launch of Mercy Corps Global Strategy, Pathway to Possibility, the country office is poised to operationalize its three-year strategy with a vision to enhance the resilience of climate- and conflict-affected communities through market systems development for improved livelihoods, access to food, and safe and clean water to thrive in the face of crises. In Ethiopia, our strategy focuses in the four outcome areas: 1) Economically marginalized populations have improved and diversified livelihoods, income, and assets; 2) Pastoralists, farmers, and households have access to sustainably produced, safe, nutritious food; 3) Social cohesion and inclusive governance processes are built in crisis-affected communities; and 4) People have equitable, sustained access to clean water and sanitation for domestic and productive use. Currently, we operate in six regional states – Afar, Gambella, Oromia, Somali, Amhara and South Ethiopia. Working with a diverse base of donors that includes United States Agency for International Development (USAID), European Union, GAC, Hilton Foundation, United Nations (UN), JOA, Sweden, EKN, and other foundations, Mercy Corps Ethiopia empowers people to recover from crisis, build better lives and transform their communities for good.
Position Title: Community Accountability Reporting Mechanism Officer (Hotline-operator)
Duty Station: Addis Ababa
Open Position: 1
Safeguarding Risk Level: High
Program / Department Summary
The Community Accountability Reporting Mechanism (CARM) reflects Mercy Corps’ commitment to the affected population by ensuring feedback from the community and other stakeholders, thereby enhancing our program quality.
General Position Summary
The Community Accountability Reporting Mechanism Officer (Hotline Operator) will be an integral part of the CARM team, managing Mercy Corps’ call centre operations. This role primarily involves receiving cases via the hotline (both voice calls and texts), recording them in the CARM database system, and escalating them for resolution
Essential Job Responsibilities
Technical:
Managing the phone calls through toll free hotline
Contributing to developing Mercy Corps program qualities
Organizational Learning
Accountability
Reports Directly To: The Country Accountability and Safeguarding Advisor
Technical Line Report To: The Country Accountability and Safeguarding Advisor
Works Directly With: Works directly HRA Accountability and Safeguarding Advisor and Accountability and Safeguarding team, PaQ team, CARM team, safeguarding champions, program teams and other departments both at the country and field offices
About You
Knowledge and Experience
Success Factors
Being emphatic, maintaining confidentiality, patience to the callers and survivors are very important. In addition, acting according to the organization mission, vision and policy is vital for this position.
Accountability to Participants and Stakeholders
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Ongoing Learning
In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development
Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.
We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.
Equal Employment Opportunity
Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.
Safeguarding & Ethics
Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct e-learning courses upon hire and on an annual basis.
Required Skills
All qualified individuals are invited to apply for the advertised position. All applications, including a CV, three references, and all applicable official papers, must be sent electronically.
Only candidates that are short-listed will be acknowledged and called for interviews.
“Mercy Corps is an equal opportunity employer promoting gender, equity and diversity. Qualified female and young candidates are strongly encouraged to apply. We are committed to empower women and youth.”
DEADLINE FOR ALL APPLICATIONS: 13 November 2024/ 4:00 PM
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