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.

Program / Department Summary

As an organization, Mercy Corps is committed to preventing all forms of exploitation and abuse. 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 Jordan, rolling out CARM across the country will ensure that the country will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.

General Position Summary

Under the umbrella of Technical Support, Evidence, and Program Quality (TEQ) Unit, supervised by the Multi-Country CARM & Program Standards Coordinator, the Community Accountability Reporting Mechanism (CARM) Assistant is a key position in handling day-to-day collection, management, and response to all feedback cases within certain program location – including both for directly implemented activities and for activities implemented with or via partners. The CARM Assistant will help the CARM & Program Standards Coordinator to ensure responding directly to all feedback concerns and complaints raised by program participants and community members through a safe, accessible, transparent, and confidential CARM system. The CARM Assistant will help in managing in-person, field, and community-based feedback channels, such as face-to-face, feedback boxes, and community ambassadors, ensuring all proper procedures of managing and responding to all feedback are followed by all Mercy Corps team members and partners. Additionally, the CARM Assistant will to conduct community engagement and sensitization by providing guidance on key community accountability and safeguarding messages – including reference to existing Mercy Corps policies, and expected ethical behavior from all Mercy Corps, enumerators, consultants and partners.

Essential Job Responsibilities

Implementation and Program Quality

Working under the direction of the CARM & Program Standards Coordinator, they will handle the following responsibilities:

• Assist the CARM & Program Standards Coordinator to ensure each program has at least three active, context-appropriate feedback channels informed by community preferences and by following proper procedures.

• Collect all feedback received via community-based feedback channels, like feedback boxes, face-face, and community ambassadors in all intervention sites and ensure documentation of all feedback in the CARM database.

• Translate feedback from Arabic to English, for example prior to inputting it into the CARM database and provide a summary.

• Ensure the CARM database is accurate and up to date on a daily basis according to CARM database guidelines.

• Ensure feedback received through each feedback channel is following proper protocol procedures and ensure all community members are aware of their rights and entitlements.

• Assist in training partner team members of proper procedures for collecting, logging, and grading based on Mercy Corps’ or partner’s standard grading system, and that appropriate action is taken based on feedback grade.

• Contact informants who provided non-anonymous feedback seeking additional information – only when necessary – (place, name, details of the case...) to resolve their feedback more appropriately.

• Ensure closure of all feedback cases by following up closely with relevant team member(s).

• Help the Coordinator contact informants who provided non-anonymous feedback to inform them about case resolution and collect data on overall satisfaction; ensure this is documented in the Country-level CARM database.

• Support the Coordinator in tasks related to community engagement, sensitization and distributing Information, Education, and Communication (IEC) materials across all intervention sites.

• Together with the CARM team, support the development and implementation of a CARM for direct implementation tracking trends in feedback received.

• Assist in compiling regular reports on channel activity, including trends, common issues, and feedback received.

• Support the analysis of data to identify areas for improvement in programs or services.

• Contribute to the documentation of CARM lessons learned and success stories.

Team performance

• Actively participate in team tasks to ensure effective performance

• Regularly provide feedback to the team to ensure responsiveness of CARM to changing context and concerns from communities

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.

SECURITY

• Ensure compliance with security procedures and policies as determined by the country leadership. Proactively ensure that team members operate in a secure environment and are aware of policies.

Supervisory Responsibility

• None.

Accountability

• Reports directly to: the Multi-Country CARM & Program Standards Coordinator,
• Works Directly with: Other Program Teams, MEL, Ethics/Assurance/ Safeguarding

Skills and Experience

• Bachelor’s degree in social work, communications, social sciences, International Development, Human Rights, or other relevant field.
• Previous work experience in an international or local Non-Governmental Organization (NGO) is preferred.
• At least 1 year’s work experience working with communities in roles that include feedback and complaints management, call-center management, and customer care
• Proven experience in remote data collection, and data management.
• Excellent Computer skills: proficiency in MS Office package, and strong knowledge of database management is required.
• Excellent listening, interpersonal, communication and networking skills; ability to work with diversified populations..
• High level of self-awareness and self-development with the maturity to deal with constructive feedback.
• Ability to interact effectively with other team members, partners and community members.
• Experience in conducting trainings
• Fluency in Arabic and English is required.

Success Factors

A successful incumbent will have good communication and interpersonal skills, demonstrated attention to details, and will be committed working ethically with Mercy Corps stakeholders regardless of race, religion, ethnicity, abilities, or gender. S/he will be highly motivated, and capable of working 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

The position is based in Amman and it requires up to 30% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited. The staff will have access to good medical services.

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

Team Engagement and Effectiveness

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

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. 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 Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([Click to show email]).

الصون و الأخلاق

ميرسي كور تلتزم بضمان المعاملة اللائقة واحترام جميع الأفراد اللذين نتواصل معهم من خلال عملنا, سواء كانوا أعضاء الفريق أو أعضاء المجتمع أو المشاركين في البرامج أو غيرهم. نحن ملتزمون بالمبادئ الرئيسية المتعلقة بمنع الاستغلال والإساءة الجنسية التي وضعها الأمين العام للأمم المتحدة واللجنة الدائمة للتنسيق بين الوكالات الإنسانية (IASC)، وقد وقعنا على نظام الإفصاح المتبادل بين الجهات الفاعلة في حالة السلوك الغير اللائق. عند التقديم لهذا الدور، يؤكد المتقدم أنه لم ينتهك في السابق سياسة السلوك الجنسي، والاستغلال والإساءة جنسية، صون الأطفال، أو الاتجار بالبشر لأي جهة عمل. ميرسي كور لن تتسامح مع إساءة معاملة الأطفال أو الاستغلال الجنسي أو الإساءة أو التحرش من قبل أو بسبب أعضاء فريقنا. كجزء من التزامنا تجاه توفير بيئة عمل آمنة وشاملة, من المتوقع أن يتصرف أعضاء الفريق بطريقة مهنية, تحترم القوانين والعادات المحلية. والالتزام بسياسات وقيم مدونة قواعد السلوك الخاصة بمنظمة ميرسي كور في جميع الأوقات. كما يتطلب من جميع أعضاء الفريق إكمال دورات التعليم الإلكتروني الإلزامية لقواعد السلوك عند التوظيف وذلك بشكل سنوي.

كمتقدم للوظيفة، إذا كنت قد شهدت أو تعرضت لأي نوع من أنواع السلوك الجنسي الغير لائق خلال عملية التوظيف، يرجى الإبلاغ عن ذلك إلى خط النزاهة في منظمة ميرسي كور ([Click to show email]).

RECRUITMENT SCAMS & FRAUD WARNING

Mercy Corps has become aware of scams involving false job offers. Please be advise:

• Recruiters will never ask for a fee during any stage of the recruitment process.
• All active jobs are advertised directly on Akhtaboot.
• Official Mercy Corps emails will always arrive from a @mercycorps.org email address.
• Please report any suspicious communications to (([Click to show email]))