Mercy Corps Community Accountability Reporting Mechanism (CARM) Officer Job in Nairobi, Kenya

Mercy Corps

Vacancy Announcement: Community Accountability Reporting Mechanism (CARM) Officer

Location: Nairobi

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: 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.

General Position Summary: Under the supervision of the PaQ Manager, the CARM Officer will work on establishing/maintaining and continuously strengthening the accountability system in the organization.

S/he will be managing day-to-day accountability feedback mechanisms that includes handling of beneficiary feedback and building a feedback loop into adaptive program management. The CARM Officer will lead the roll-out and implementation of CARM in Kenya.

S/he will be responsible for internal and/or external referrals, to compile reports on processed feedback and provide recommendations to the programs for improving the response.

Essential Job Functions:

Design and Implement CARM System and Tools

  • Develop/maintain community accountability reporting mechanism and system.
  • Lead data entry and management of the CARM database.
  • Communicate and disseminate feedback/complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
  • Handling of a centralized telephone based and internet feedback mechanisms.
  • Maintenance of an effective record and filing system for all complaints solved and pending issues including correspondences and other related documents for quick and easy reference.
  • Ensure that feedback is kept confidential and access to that information is in line with the guidelines.
  • Support MEL and Program Teams on beneficiary accountability and learning systems.
  • Follow-up with relevant stakeholders on agreed upon system corrections, adjustments and actions, informing and strategizing with the PaQ Manager.
  • Ensure visibility of the CARM system within the organization, community and stakeholders.
  • Organize CARM technical meetings to discuss emerging issues and adjust the system based on evidence from the ground.


  • Timely feedback to PaQ Manager and program teams on feedback and concerns raised by communities on project activities.
  • Prepare monthly reports on feedback, provide recommendations and share it with programs.
  • In coordination with program teams, track all the actions taken for those feedback messages, and include them as appropriate in the CARM monthly report, and program donor reports.
  • Provide feedback to the beneficiaries and stakeholders accordingly, whenever required.

Staff Training and Capacity Building

  • Train staff and partners on compliance and accountability tools, and other processes as required.
  • Mentor and supervise county office CARM focal point officer on ethics and proper management of accountability feedback mechanism.

Internal and External Coordination

  • Ensuring coordination and working relationships with CARM counterparts in other relevant international NGOs, and local NGOs and associations in NES whenever necessary.

Code of Conduct

  • Ensure all field and office based activities are conducted in full respect to the humanitarian principles and in organized and dignified way
  • Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.
  • Other duties as assigned by the supervisor.

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.

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 themselves.

Supervisory Responsibility: None


Reports Directly To: PaQ Manager

Works Directly With: Country CARM Focal, Ethics and Assurance Manager, Safeguarding Focal, MEL team, Director of Programs and Program team,

Knowledge and Experience

  • BA/S degree in research methods, social sciences, economics, epidemiology, related public health field or other relevant field required.
  • At least four years of related work experience, preferably with an international or local Non-Governmental Organization (NGO).
  • Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote work.
  • Proven experience in remote data collection, and data management.
  • Report writing skills are required.
  • Fluency in spoken and written English and Kiswahili languages is required.
  • Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.

Application Procedures:

For the detailed position description and application procedure please visit the following link:

Applications should be submitted on or before 8th September, 2020 and will be reviewed on a rolling basis.

Only shortlisted candidates will be contacted.

Mercy Corps does not charge any fees at any stage of the recruitment process

Economics and Statistics, Health and Medical, Monitoring and Evaluation, NGO and UN
Updated: August 26, 2020 — 4:46 pm