Country Community Accountability Reporting Mechanism (CARM) and Safeguarding (SG) Advisor Full Time

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. Mercy Corps has been operating in Ethiopia since 2004 and acts on behalf of people who have become marginalized and poor. We stand with Ethiopia to find and access opportunities, and to be part of lasting and meaningful transformation in the country. Mercy Corps seeks to be influential with government and development actors toward a more resilient country where poverty is tackled through the eyes of those who understand it best. This translates into ensuring that the population is financially stable, healthy & nourished, educated & unformed and that natural resources are accessible, shared, and utilized sustainably.

Programs/ Unit Summary

Mercy Corps Ethiopia is currently implementing programs focused on economic opportunities, food security, peace and governance, and water security. The pathways for realization of its objectives and program delivery are anchored in programming excellence, partnerships, and influence. Mercy Corps Ethiopia is looking for an experienced, passionate, and skilled individual who will lead the development and implementation of the country’s communication strategy aimed at impact communications, influence as well as learning and knowledge management functions of the country portfolio.

General Position Summary

Under the umbrella of the Program Performance and Quality (PaQ) Unit, supervised by the PaQ Director, the Country Community Accountability Reporting Mechanism (CARM) and Safeguarding (SG) Advisor will lead the Community Accountability Reporting Mechanism (CARM) and safeguarding design, setup, implementation, and adaptation in all projects and programs, including directly implemented activities and activities implemented in collaboration with partners. The CARM/SG Advisor will lead development of standard operating procedures (SOPs) for feedback mechanisms for direct implementation; assess, support, and build capacity of implementing partners in doing the same for their areas of intervention; and lead on the training of Mercy Corps staff.

The CARM/SG Advisor will ensure the handling of feedback and complaints is accessible, safe, transparent and confidential. The Advisor will ensure the appropriate management and response to all feedback – including referral to other partners as needed – and will review feedback reports from partners to provide recommendations to programs for implementation improvements and overall learning. The CARM/SG Advisor will support country level initiatives as requested, including supporting the development and strengthening of broader commitments to accountability to affected people. Integrating CARM into MEL data flow: collaboratively working with MEL Manager and Data Analytics to co-create with MEL (including roles & responsibilities, tool designs, portfolio level analytics).

Position Description

• Location: Addis Ababa, Ethiopia
• Position Status: Full Time
• Salary Level – TBD
• Current Team Member: Replacement
• Safeguarding Risk level – High

Essential Job Responsibilities

STRATEGIC IMPLEMENTATION AND PROGRAM QUALITY (30%)

• Conduct an accountability assessment when working with and through partners and develop a joint capacity-building plan based on findings in an effort to drive our local partnership-strengthening agenda.
• Work closely with PaQ Director, new initiative and, and Finance Lead to ensure CARM staffing and operational costs are budgeted for in proposals.
• Ensure all areas of operation have active, context-appropriate feedback channels that are selected based on community preferences and that proper procedures are followed.
• Maintain and update the Country CARM Standard Operating Procedures (SOPs) in close collaboration with PaQ Director, Regional CARM advisor, DoP, SMT, Country MEL Manager and other relevant team members; and ensure that partners either adopt Mercy Corps’ template or develop their own CARM SOP that adheres to Mercy Corps’ CARM Policy.
• Develop Information, Education, and Communication (IEC) materials and in collaboration with communication team for community members that include Mercy Corps’ commitments on staff conduct, program operations, and how to provide feedback and/or report concerns.
• Ensure thorough verification of all feedback, taking appropriate action and closing the feedback loop with all community members and partners in accordance with Mercy Corps’ standardized grading system and country-level SOPs. Work with safeguarding team on establishing internal and external referral mechanisms, including frequently updated service mapping.
• Ensure all Ethics and safeguarding -related reports are immediately and directly escalated to the HQ Ethics team.
• Ensure and maintain data quality and protection of CARM data and PII through the CARM workflow including database(s) management.
• Comply with and ensure compliance of global data protection and privacy standards while confidentially receiving, following up on, and reporting on CARM feedback received.
• Create and circulate a monthly feedback report for relevant program staff and review partner accountability reports.
• Drive adherence to CARM standards, ensuring that these are applied consistently across all programs.

LEARNING AND DEVELOPMENT (35%)

• Create and maintain a country CARM learning and development strategy utilizing the global CARM Learning Pathway.
• Integrating CARM analytics into internal program learning, including CARM (in pause & reflection sessions, webinars, brown bags sessions, community of practices etc)
• Lead strategic and adaptive learning processes through CARM by translating CARM data to efficient use for program decision beyond feedback (engagement, learning, and adaptive management).
• Translate the data from the Program Management Dashboard (PMD) App and other sources to make relevant Accountability decisions, other use-case and to run quality control processes in-country.
• Continuously monitor the CARM mechanism, using agreed indicators, and present data to program colleagues, to drive decision-making on how CARM can be improved to ensure the system is accessible and inclusive.
• Develop trend reports utilizing CARM data to inform continuous program adaptation.
• Together with HR, support integration of CARM training into new employee onboarding.
• Train staff and partners in community accountability, including receiving complaints and feedback and on community sensitization particularly on informing communities and handling feedback on sensitive subjects of potential staff misconduct and accountability to affected populations

SAFEGUARDING (25%)

• Driving safeguarding mainstreaming across all locations and ensuring consistency in Mercy Corps’ approach.
• Collaborate with safeguarding, protection, human resources, and program teams to integrate safeguarding principles into operational procedures and programmatic design. Support program teams and staff in conducting safeguarding risk assessments, proactively identifying program risks, and implementing realistic and practical mitigation measures. Conduct essential safeguarding briefings, workshops, and inductions to educate all team members on their roles and responsibilities under the policy.
• Increase team member awareness and capacity surrounding safeguarding standards and expectations.
• In coordination with CARM and program teams work to ensure communities and program participants understand their rights and reporting options and build trust around response systems and survivor support.
• Develop guidance and tools to support partners in the development of safeguarding systems and compliance with safeguarding standards.
• Act as a reporting avenue for Safeguarding related issues, concerns or experiences and ensure next steps occur in accordance with organizational policies and procedure.

INTERNAL COLLABORATION AND COORDINATION (10%)

• Represent Mercy Corps at relevant internal and external coordination meetings.
• Coordinate closely other departments to ensure the necessary inputs are incorporated into the CARM design process.
• Collaborate with Ethics team to ensure maintaining safe and confidential reporting channels for the community to raise complaints related to sexual exploitation and abuse, fraud, corruption, child safeguarding, and other highly sensitive cases.
• Work closely with MEL and analytics colleagues, to integrate CARM related questions within all MEL tools and ensure CARM indicators are incorporated within each MEL Plan for all programs.
• Attend and provide input based on feedback into Quarterly Program pause and reflect/reviews and After-Action Reviews.
• Engage with Regional CARM/SG Advisors to ensure appropriate guidance and best practices are incorporated into the CARM/SG design and roll out process.

ORGANIZATION 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 – Mercy Corps expects all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Accountability To Beneficiaries

Mercy 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 Responsibility: None

Accountability

Reports Directly To: Program Performance and Quality Director

Work closely with: Country Director, Director of Programs, PAQ Unit, Programs Directors/Managers, MEL Director/Managers, Operations and Finance Teams, Ethics/ Assurance/Safeguarding, Program level CARM leads/focal point, Regional and Global CARM/SG team