Location: Kathmandu

Position Status: Regular, Full time

Salary Level: M1

Program / Department Summary

As an organization, Mercy Corps is committed to preventing all forms of exploitation and abuse. A Community Accountability Reporting Mechanism is an essential part of Mercy Corps’ commitment to excellence and integrity. It gives individuals, organizations and local groups a means of raising concerns or sharing feedback (positive and negative) with Mercy Corps, independently from program operations. In the context of Kathmandu, rolling out CARM across the country, will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.

General Position Summary

The Country CARM Advisor will work under the supervision of Country Director and work closely with the program and MEL teams, they would review and develop the country level CARM processes and tools and develop the CARM strategy. In addition to developing and managing the work plan for the rollout, build CARM team capacity and train program and MEL teams on the newly established CARM system. The strategy will include standard operating procedures to ensure that the methods of providing feedback are safe, confidential and accessible and that the feedback provided is timely.

Essential Job Responsibilities

Community Accountability and Reporting Mechanism

• Update current CARM operational manual through consultations with the program team and in the communities where Mercy Corps works.
• Understand and identify and update locally appropriate, user-friendly and culturally sensitive communication channels for feedback and incorporate these into the Manual
• Develop necessary IEC material for internal and external use
• Establish work plans for the rollout of CARM including processes procedures and forms by project or location
• Develop robust automated CARM database system that is linked with both feedback intake and closure form together with data visualization
• Ensure feedback are timely followed up and closed
• Together with MEL colleagues, develop a system for analyzing trends in feedback received;
• Together with program teams, develop a process to ensure integration of learning into program implementation which must include regular written reports.
• Monthly CARM update to the Senior Management Team with analysis on feedback patterns and provide advice and suggestions.

Capacity Building

• Conduct orientation sessions for all departments and new hires on CARM and their roles and responsibilities toward a successful implementation of accountability and reporting mechanism.
• Together with HR, support integration of CARM training into new employee onboarding
• Training of program staff on receiving complaints and feedback and on community sensitization
• Provide training and on the job support to CARM Officers in terms of handling calls/complaints, registration, and follow up.

Team Management

• Develop the capacity of the team, deepen understanding of their roles and the CARM system functionality.
• Assist team members with information, tools and resources to improve performance & reach objectives.
• Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on ones and performance reviews.
• Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
• Play an active role in hiring, orienting and leading team members as necessary. 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.

Supervisory Responsibility N/A

Knowledge and Experience

• English written and spoken fluency required.
• Master degree or equivalent in a relevant field.
• At least 4 years work experience with accountability and CARM specifically.
• Experience in working in insecure and challenging operational environment.
• Experience in remote management is a plus.
• The ability to work closely in a team, be patient, adaptable, flexible, able to improvise and work in an environment that is often stressful and potentially volatile.
• 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.

Success Factors

Critical problem solving skills and the ability to work out methods of delivery in very different operating contexts. They will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities they 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

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 team members are expected to support all efforts toward accountability, specifically to our stakeholders and to international standards guiding relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues. As part of our commitment to a safe and inclusive work environment, team members are expected to adhere to Mercy Corps Code of Conduct policies and are required to complete mandatory corresponding learning courses upon hire and on an annual basis.

Accountability to Participants

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners and to international standards guiding international relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Shortlisting will be done on the basis of your answers while applying, please answer the questions carefully. Only shortlisted candidates will be contacted. Telephone enquiries will not be entertained.