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

The Community Accountability and Reporting Mechanism (CARM) unit exists to strengthen program efforts and ensure accountability to community and participants. The CARM Unit creates awareness across communities, collect, collate feedback and facilitate provision of timely feedback using appropriate feedback channel as documented in CARM SoP.

General Position Summary

A Community Accountability and Reporting Mechanism (CARM) is an essential part of Mercy Corps' commitment to excellence and integrity, by providing individuals, organizations, local groups, and other stakeholders a means of raising concerns about potential staff misconduct or sharing feedback or programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Sudan, rolling out and implementing CARM will ensure that the Sudan team will continue to uphold Mercy Corps' high standards of accountability, The CARM Officer will support CARM implementation. The successful candidate will divide his/her time between the continued establishment, maintenance, management, and adaptation of CARM implementation and rollout of CARM across the program.

Essential Job Responsibilities

Implementation and Program Quality:

•Support the implementation and adaptation of the Sudan CARM strategy/operational manual.
•Establish and manage program level feedback channels (helpdesk, intake forms, suggestionboxes, community accountability community, community ambassadors, face-to-face).
•Log all feedback and responses in the CARM database.•
Refer sector specific feedback to appropriate channels for resolutions. Ensure all documentsand actions taken are documented and feedback is given to the informants.
•Ensure feedback is closed within the appropriate timeframe.
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•Support the creation and circulation of monthly CARM report for relevant stakeholders, that presents CARM findings, successes, trends and tweaks to implementation processes, and adaptation as a result of feedback received.
•Support in the preparation of a weekly and/or as necessary status update on CARM for field teams.
•Support in the development of work plans at the field level for the implementation of CARM.
•Conduct sensitization on CARM to community members. Ensure inclusive sensitization in all communities.
•Support the communications team and/or local partners in designing and disseminating appropriate communication materials that promote the use of feedback mechanisms or transparency (hotline, business cards, distribution signs, community signs and banners, etc.).
•Conduct field visits, engage in CARM spot checks.
•Liaise with necessary units to support programs in encouraging community participation in needs assessments and project design.
•Support in the maintenance and organization of program CARM database, in coordination with the Country CARM Coordinator.
•Perform other duties and responsibilities as required that may be assigned from time by supervisor.
Coordination:
•Collaborate with other actors to develop referral maps and mechanisms for communities where Mercy Corps implements programs.
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 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.
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
None
Accountability
Reports Directly To: Country CARM Coordinator
Works Directly With: Program Team, PaQ team members including MEL Teams, including Mercy Corps participants.

Knowledge and Experience

•A minimum of NCE/OND or equivalent in relevant field.

•1-3 years of related work experience, preferably with an international or local Non- Governmental Organization (NGO).
•Excellent writing skills in English and Sudani Arabic.

•Proven experience in data collection, data-entry, data/information management and analysis.•

Proven experience in developing or contributing to accountability frameworks, Standard Operating Procedures (SoPs) for feedback mechanisms.

•Experience and/or training in handling sensitive information - Core Humanitarian Standards (CHS) training is an advantage.

•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, considering challenges.

Success Factors

The ideal candidate will have a strong curiosity for understanding and working effectively within the complex cultural, political, security and social environment of Sudan. S/he will be an excellent communicator, multi-tasker, and able to work in ambiguous situations as well as possess a meticulous eye for detail to ensure data accuracy and consistency within the database.

Living Conditions / Environmental Conditions

The position is based in Atbara, and it requires up to 40% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited. Housing for this role is in individual housing and staff will have access to good medical services and the living situation is of a high standard.

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 Efficiency 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 that does not tolerate discrimination on any basis. We actively seek out different 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 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 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 (integrityhotline@mercycorps.org).