Program / Department Summary
Mercy Corps began working in Kenya in 2008 and has to date built a robust and diverse portfolio in working to enable Kenyans affected by poverty, resource scarcity and conflict – in particular youth, women, adolescents and marginalized communities – to be healthy, productive and to drive peace and development of their communities. To do this, we deliver integrated programming to strengthen resilience, market and governance systems, address the root causes of conflict, and equip vulnerable populations- in particular youth, women, adolescents and marginalized social groups- with the skills, opportunities and resources they need to be healthy, productive and to drive the development of their communities. Mercy Corps Kenya also collaborates with neighboring countries to implement a number of multi-country and cross-border programs.
General Position Summary
Mercy Corps is committed to preventing all forms of exploitation and abuse that may emanate in relation to its programs. A Community Accountability Reporting Mechanism (CARM) 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. Under the supervision of the Program Performance and Quality Manager (PaQ) Manager, the Community Accountability and Safeguarding Officer will lead the CARM design, set up, implementation, and adaptation in all projects and programs – including directly implemented activities and in activities implemented with or in collaboration with partners. The Community Accountability and Safeguarding Officer 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. They will be responsible for internal and/or external referrals, compiling reports on processed feedback and providing recommendations to the programs for improving the response. From a safeguarding standpoint, the position holder will support the Country Office with capacity building, safeguarding mainstreaming efforts and overall sensitization of the Safeguarding Core Standards. They will act as a focal point for reporting and support efforts towards Mercy Corps’ Safe, Diverse and Inclusive Commitment.
Essential Job Responsibilities
DESIGN AND IMPLEMENT CARM SYSTEM AND TOOLS
Lead existing community accountability reporting mechanisms, in line with Mercy Corps templates and standards, to capture feedback from program participants, community, and stakeholders, including complaint handling mechanisms and data management systems.
Lead data entry and management in the CARM database, as required.
Communicate and disseminate feedback/complaints standard operating procedures, policies, and tools as appropriate to program participants, program staff and other stakeholders
Handling of centralized telephone based and email feedback
Maintain accurate records of feedback received and actions taken in response to feedback.
Support MEL and program teams in utilizing the community accountability and reporting mechanisms to advance learning and adaptation.
Conduct regular analysis of feedback received from program participants, community, and stakeholders to identify trends, issues and areas of improvement.
Develop and maintain relationships with stakeholders such as community representatives, local authorities, and other partners to promote the use of the community accountability mechanism.
Ensure feedback channels guarantee total confidentiality of the information shared, to protect the privacy and safety of the complainant/informant, the subject of the feedback and other witnesses.
Ensure that feedback is responded to in a timely and effective manner and that appropriate actions are taken to address issues raised.
Regularly assess the effectiveness of all the feedback channels (both for MCK and partners) by evaluating the community level of awareness on CARM at relevant frequency and incorporate findings into revised approaches.
Follow-up with relevant stakeholders on agreed upon system corrections, adjustments, and actions, informing, and strategizing with the PaQ
Contextualize the CARM policy to support implementation of accountability actions in country.
In collaboration with program teams develop program specific strategies to provide beneficiaries, communities, partners and stakeholders with available information on CARM and feedback channels throughout the program cycle with clear repartition of tasks.
Organize CARM technical meetings to discuss emerging issues and adjust the system based on evidence from the
Ensure visibility of CARM system within the organization, community, partners and
Develop training materials and conduct accountability related training.
Work closely with regional and global community accountability teams to ensure minimum standards and utilize tools and materials.
SAFEGUARDING TRAINING AND AWARENESS RAISING
Use existing resources and tools (both internal and external) to train members on safeguarding when necessary and requested to by a department.
Set up a training plan in coordination with departments to fulfill Safeguarding Core Standards and ensure team member awareness on safeguarding standards.
Sensitize program, HR, procurement and subaward teams on their responsibilities in Safeguarding Core Standard and provide training as required, including how to flow down requirements to contractors, suppliers, consultants and new hires.
Collaborate with program teams to provide support when collaborating with partners e.g. completing the Joint Assessment and Monitoring tool.
Ensure program teams understand their responsibility in supporting partners.
Train key subaward partners when necessary, however ensure program functions take responsibility e.g. training program team members on how to deliver safeguarding awareness raising information.
Coordinate awareness raising and trust-building sessions for program participants and community members on MC’s Safeguarding commitment and Safeguarding Core Standards.
Conduct field visits to assess safeguarding prevention measures are implemented by teams e.g., complete observational checklists that assesses safeguarding prevention measures such as adequate supervision, team member training and other measures.
SYSTEMS AND PROCESSES
Work with individuals and teams throughout the country office to ensure programs and operations integrate community accountability and safeguarding prevention measures.
Support safeguarding risk assessments and ensure activities assessed as having high safeguarding risks are actively implementing prevention measures
Support staff to take proactive steps in ensuring all program activities identify and mitigate risks
Work with program teams to ensure safeguarding is integrated in CARM communications
Act as a resource to senior management around community accountability and safeguarding best practice and responsibilities
Follow up with teams to ensure progress towards meeting Community Accountability Minimum Standards and the Safeguarding Core Standards; informing senior management when there are gaps or challenges in progress
INTERNAL AND EXTERNAL COORDINATION
Share community feedback findings with relevant staff and management to ensure that issues are addressed in a timely and effective manner.
Coordinating with program managers and other relevant staff to ensure that CARM feedback is integrated into program design, monitoring and evaluation.
Coordinate with ethics and safeguarding team to ensure that CARM is aligned with organization mission and vision.
Collaborate with Programs and finance departments in proposal and budget development to ensure community accountability and safeguarding is planned for and budgeted for in the program designs and budgets.
Liaise with the grants department to assess partner feedback mechanism identify strengths, gaps, and capacity of partner feedback mechanism at due diligence stage.
Participate in relevant Mercy Corps CARM and Safeguarding meetings at Country, Programs and Regional level e.g QRMs, CARM COP meetings, Safeguarding COP meetings.
Closely work with partners, government agencies, private sector, and other stakeholders to ensure they are aligned with requirements and expectations cited in the CARM policy.
Participate in and represent Mercy Corps at relevant sector groups and coordination mechanisms such as PSEA Network meetings
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
CODE OF CONDUCT
Ensure all field and office-based activities are conducted in full respect to the humanitarian principles and in organized and dignified
Conduct themselves both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian
Other duties as assigned by the supervisor
ORGANIZATIONAL 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, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as
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
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
Supervisory Responsibility: None
Accountability
Reports Directly To: PaQ Manager
Works Directly With: Ethics and Assurance Manager, Safeguarding Champions, CARM Focal Points, MEL team, Director of Programs and Program teams.
Knowledge and Experience
Bachelor’s degree in a relevant field such as social sciences, international development, humanitarian aid or a related field.
Field-based experience with community feedback and accountability reporting mechanisms preferred; Technical skills, experience, and knowledge in PSEAH, safeguarding, protection, GBV or gender highly desirable
At least four years of related work experience, preferably with an international or local Non- Governmental Organization (NGO).
Proven interest and commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote
Knowledge in project management, monitoring and evaluation including experience with remote data collection, analysis, reporting and visualization concepts.
Strong analytical and problem-solving skills with the ability to engage with program participants, stakeholders, and colleagues at all levels.
Experience in working in multi-cultural and diverse environments with sensitivity to different cultures and customs.
Experience in creating and designing Power BI reports and dashboards beneficial.
Proven track record of implementing feedback and complaints mechanisms in complex programs and projects.
Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an
Experience in leading and managing teams.
Report writing skills are
Fluency in spoken and written English and Kiswahili languages is
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