Summary
Date Posted: Monday, May 22, 2023 , Base Salary: Not Disclosed

JOB DETAILS:
About Mercy Corps
Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have a long-term impact.

The Position
The Community Accountability and Reporting Mechanisms (CARM) Assistant will support the CARM (Senior) Officer to support the roll-out and implementation of CARM within programs in line with Mercy Corps’ global CARM Policy and Mercy Corps Uganda’s CARM Standard Operating Procedure (SOP). Working with program and MEL teams, and in coordination with different supporting departments as needed, s/he will support the implementation of the project-level CARM Plans, focusing on CARM rollout and maintenance in the different implementation areas across West Nile. The CARM Assistant will support the receiving, translating, and grading of feedback received via the helpline.

Essential Responsibilities
• Directly operate/manage the toll-free hotline (answer, log, respond to, escalate, and manage incoming calls), maintaining confidentiality at all times.
• Analyze, grade, and consolidate information about feedback received and issues raised and share with the program team and CARM (Senior) Officer to follow up on complaints and any feedback as the need may be.
• Contact complainants to close/resolve cases and update the tracker or database as required.
• Maintain an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
• Ensure feedback loops are closed within the designated turn-around time.
• Regularly take part in field visits with other key program team members to assess the progress of CARM at the community level.
• Assist in the implementation of the consolidated CARM work plan, review achievements and constraints, and provide feedback accordingly.
• Communicate and disseminate feedback/complaints handling procedures, policies, and tools as appropriate to community members, program staff, and other stakeholders.
• Support in raising awareness of the CARM system and identifying the need for visibility materials, such as information, education, and communication (IEC) materials and suggestion/feedback boxes
• Perform other related duties as required.

Works Directly with West Nile programs, MEL team, and partners
• 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.

Minimum Qualification & Transferable Skills
• Diploma/ bachelor’s degree or equivalent in a relevant field, such as social sciences, economics, research methods, etc.
• At least 2 years of related work experience, preferably with an international or local Non- Governmental Organization (NGO)
• Experience in (remote) data collection and data management preferred.
• Good interpersonal skills with the ability to communicate and negotiate clearly and effectively at all levels, taking into account cultural and language difficulties. Tact and diplomacy are essential.
• A multilingual applicant with experience in customer service or community engagements. Proficiency in at least 2 or more of these languages is a requirement: Bari, Juba Arabic, Lugbara, and English.


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure

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