Specialist (s) of the community accountability department in Mercy Corps

Будь ласка, надсилайте свої резюме:  Community Accountability Officer in Dnipro | Mercy Corps Ukraine

About Mercy Corps:

Mercy Corps is a leading global organization 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 long term impact.

The Program/Department Summary:
Mercy Corps' Ukraine response meets the humanitarian needs of people affected by the war in Ukraine. Since the escalation of the war in 2022, Mercy Corps has supported more than 750,000 conflict-affected people in Ukraine and neighboring countries. We have provided cash assistance, in-kind humanitarian assistance, and psychosocial support for people in emergency situations; grants for micro, small and medium businesses, as well as small to medium farming enterprises; and conducted large-scale information campaigns. Notably, nearly all our programming is delivered in partnership with local and national civil society organizations matching humanitarian action and resilience programing with capacity strengthening and a real commitment to localization.
Community Accountability Reporting Mechanism (CARM):
As an organization, Mercy Corps is committed to accountability to all our stakeholders, to the resources that are entrusted to us, and especially to the people we serve. Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and
implementation processes.
Mercy Corps takes a participatory approach in engaging with local partners and communities throughout the program design and implementation processes. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to be accountable to affected populations, to program quality, to integrity, and to enable communities to provide feedback and continuously influence and shape programs. Further, it is a mechanism for the prevention of corruption, fraud, sexual exploitation, and abuse. Mercy Corps’ CARM in Ukraine consists of multiple two-way channels and a database system to manage feedback. CARM provides individuals, partner organizations, local groups, and other stakeholders with a way of raising questions, ideas, suggestions, and complaints with Mercy Corps – while also remaining safe and secure and receiving a timely response from our organization.

General Position Summary:

The Community Accountability Officer is an important team member who handles suggestions, questions, feedback, and complaints from community members and program participants. This helps to make sure that our commitments to responding to feedback are met. In situations where our partners do not have their own community accountability reporting mechanism, the Community Accountability Officer will support partner staff to advertise Mercy Corps CARM channels. The officer will also handle feedback received, according to agreed procedures. In situations where the partner is developing their own community accountability reporting mechanism, the Community Accountability Officer will support capacity strengthening activities, in collaboration with the Community Accountability Manager, Senior Community Accountability Officer and Program Officers.

Essential Responsibilities

Safeguarding Responsibilities

• Actively learns about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms e.g., Integrity Hotline and other options.

Main Responsibilities

Planning & Implementation

• Implement the Country CARM Standard Operating Procedures (SOPs) for how all feedback and complaints are recorded, graded, and responded to, by:
  - Monitoring feedback channels,
  - Recording feedback daily into the CARM database,
  - Assigning a feedback grade, depending on the seriousness of the report,
  - Ensuring that appropriate action is taken,
  - Follow policies related to data protection and privacy.
• In locations and communities where programming is new, coordinate community discussions (or support partners in it) to determine which feedback channels are appropriate to ensure that CARM is accessible, known, and trusted by the community.
• Test information and educational materials and important messages with communities, while working with our partners to identify adjustments that are required to ensure meaning is communicated clearly.
• Ensure the distribution of informational and educational materials and delivery of key messages that inform community members on how to use CARM across all program locations.
• Continuously monitor, review and update program CARM Frequently Asked Questions (FAQs) for the program area with the program team.

Monitoring & Adaption

• Review dashboard reports with the Community Accountability Manager, on Monitoring, Evaluation, and Learning (MEL) data related to CARM.
• Participate in the implementation of action plans to address weaknesses in CARM.
• Participate in lessons, learning sessions, and reviews of Standard Operating Procedures (SOPs).

Capacity Development / Sharing

• Actively participate in individual and team learning sessions.
• Support the implementation of capacity sharing strategy/plans with partner organizations who are starting, with Mercy Corps’ support, to manage their own CARM system.

Security

• Ensure compliance with Mercy Corps global, regional, and Ukraine specific security procedures and policies, as determined by country leadership. 

Organizational Learning

• As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective and efficient in helping the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

Code of Conduct

• Ensure all field and office-based activities are conducted with full respect to humanitarian principles and in an organized and dignified way.
• Conduct himself/herself both professionally and personally in a way that brings credit to Mercy Corps and to not jeopardize its humanitarian mission.

Accountability: Reports Directly To: Community Accountability Manager.  Works Directly With: Community Accountability Officer/s, Program CARM Focal Points, Partnership Officers, Program Managers and Officers, MEL Team, Operations Teams and Ethics/Assurance/Safeguarding/Protection.

Knowledge & Experience:

• Bachelor’s degree in an area related to social science (sociology, anthropology, psychology, etc.), social work, IT, education, or other related fields is preferred.
• Candidates with previous professional experience in customer service, market research, project management, IT, or other related areas are encouraged to apply.
• Previous work experience in an international or local Non-Governmental Organization (NGO) is an asset.
• Experience working in high-risk contexts is useful.
• Experience in remote data collection and data management.
• Excellent computer skills: proficiency in MS Office package, and strong knowledge of database management is required.
• Ability to work in a fast-paced emergency response environment and adapt to the rapidly evolving context as necessary.
• Excellent interpersonal, listening, communication and networking skills; the ability to work with diversified populations.
• High level of self-awareness and self-development with the maturity to deal with constructive feedback.
• Fluency in Ukrainian is required. Proficiency in English is preferred.

Success Factors:
Any skills gained through education, volunteering, work, or life experience that are relevant for the position will be considered. Be sure to fully explain transferable skills and success factors and how they apply to this position in your cover letter.
The successful Community Accountability Officer will have good communication and interpersonal skills, good attention to detail, a high level of commitment and self-motivation, and a proactive position. Community Accountability Officer will effectively collaborate with Mercy Corps stakeholders, respecting and valuing diversity regardless of race, religion, ethnicity, abilities, or gender. Community Accountability Officer will be highly motivated, and capable to work with or without direct supervision.

Other factors include:

• The ability to work under pressure.
• Willingness and ability to quickly learn new information/concepts and implement them.
• Strong team player with initiative and positive attitude towards problem solving.
• A learning approach to work with excellent capacity building skills.
• Attention to detail and patience to double check data results.
• Self-starter, multi-tasker, solution-seeker, and innovator.

Living Conditions / Environmental Conditions

During the field trips living conditions will be adjusted to the field conditions.

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 based on 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. By applying for this role an applicant confirms that they have not previously violated an employer’s sexual misconduct, sexual exploitation and abuse, child safeguarding or trafficking policy. 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 Ethics Policies and Values ​​at all Times. Mandatory Code of Conduct Elearning Courses Upon Hire and on and Annual Basis.

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