General Position Summary  

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 the project location. The CARM Assistant will help the CARM Officer/PAQ team 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 the CARM Officer in managing in-person, field, and community-based feedback channels, such as face-to-face, suggestion boxes, and hotline, ensuring all proper procedures of managing and responding to all feedback are followed by all Mercy Corps team members. Additionally, the CARM Assistant will help the CARM Officer 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  

1. Handling receiving the Hotline channel , whatsApp , SMS and Toll-free Channels at Country office. 

In particular classifying, translating, and reporting the suggestions and complaints received via CARM from MC beneficiaries. 

1. Following up and calling complainants, when necessary, such as in cases where the complaint that was filed was unclear, in order to gain further details like (place, name, what he or she complained about or requested information about. 
2. Ensuring that all suggestions and complaints received via hotline whatsApp , SMS, Toll-free and suggestion boxes are categorized, filed in the CARM database, and go through the appropriate channels until each one is resolved. 
3. Categorizing and logging all suggestion and complaints in a secure database 
4. Ensuring the confidentiality and security of all feedback received 
5. Assisting the PAQ/Accountability Officer r in analyzing the CARM suggestions and complaints received and in preparing a monthly reports 
6. Translating the text of written complaints into English, inputting the original Arabic complaint and the English translation into the secure CARM database. 
7. Follow up on the cases to be closed.  
8. Contacting the complainants whose cases have been resolved and survey their satisfaction with CARM and with how their complaint was handled overall 
9. Support the CARM officers if needed on the field. 
10. Other duties as assigned.  

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. 

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 

Accountability  

Reports Directly To: CARM Officer   

Works Directly With:  All Program, MEL Manager and MEL Team 

Knowledge and Experience  

• Bachelor’s degree in social work, IT, or other relevant field is preferred. 
• Previous work experience in an international or local Non-Governmental Organization (NGO) is preferred.  
• 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. 
• Fluency in Arabic is required. Proficiency in the English is preferred. 

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.  

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. 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 Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct e-learning 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). 

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 (integrityhotline@mercycorps.org). 

Living Conditions 

The position is based in Al Mukalla, Hadramout, and it requires travel to Aden to support the project's activities.  

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.  

Accountability To Participants 

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our participants and to international standards guiding international relief and development work, while actively engaging participant communities as equal partners in the design, monitoring and evaluation of our field projects. 

Qualifications

Behaviors

Required

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Required

Goal Completion: Inspired to perform well by the completion of tasks