(This opportunity is open only to individuals who are currently employed with Mercy Corps or have previously been part of the organization).

 

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.

 

The Department (Department Summary)

As an organization, Mercy Corps is committed to accountability to all of our stakeholders, including the people we serve, and to the resources that are entrusted to us. Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation. A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to excellence and integrity, by providing individuals, organizations and local groups a means of raising concerns about potential staff misconduct or sharing feedback on programmatic activities (positive and negative) with Mercy Corps, independently from program operations. In the context of Jordan, implementation and engagement of a CARM will ensure that the country team’s programs will continue to uphold Mercy Corps’ high standards of accountability.

 

The Position (General Position Summary)

The CARM Officer would support the CARM Coordinator in rolling out CARM in Jordan. He/She would be specifically responsible for the day-to-day implementation tasks such as the monitoring, prioritizing and categorizing of CARM data from predefined feedback streams. The CARM Officer assists the CARM coordinator in strategic tasks such as community-based trainings, CARM field implementation processes and building capacities of the MC Jordan partners to sustainably implement CARM.

 

The CARM Officer is responsible for the collection and monitoring of CARM data; receiving, collating and categorizing feedback from the three key channels: phone hotline, feedback boxes, online form CARM email address and any other channel selected by community. The CARM Officer is the phone hotline focal point in the MC Jordan Office, responsible for answering the phone within defined hours of service and handling live community feedback in a responsible, courteous and respectful manner. The position works closely with the CARM coordinator, program staff and MEL teams to ensure that CARM feedback channels are safe, confidential and accessible for the beneficiary and greater community. The position also ensures feedback on behalf of Mercy Corps provided in timely and appropriate manner to the beneficiary and/or community.

 

Essential Responsibilities

PROGRAM QUALITY – CARM

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

● Assisting the CARM Coordinator and MEL personnel, produce monthly and Quarterly reports depicting trends in feedback received

● Assessing the CARM Coordinator in collecting and documenting lessons learned from community feedback to ensure relevant information is shared with program teams and integrated into program implementation.

●Managing CARM database: data entry, monitoring, analysis, reporting.

● Ensure all feedback is logged and graded based on Mercy Corps’ 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.

● Manage all feedback received in a secure and confidential country-level CARM database and limit access to only designated Mercy Corps team members.

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

● Ensure elevation of serious complaints and transparency and integrity in the processes for

addressing serious issues.

● Ensure that Mercy Corps participants, partners and community members are aware of the processes and procedures underlying CARM overall, particularly the channels which their feedback will be routed through

● Monitor and input feedback from all feedback channels – boxes, emails, Online form and hotline – into the CARM database

● Provide timely responses via the feedback channels, leveraging CARM for two-way feedback

● Translate feedback from Arabic to English, for example prior to inputting it into the CARM database

● Liaise and follow-up with programmatic teams, ensuring that appropriate CARM feedback is efficiently directed through to the correct channels

● Conduct field visits, engaging CARM spot checks, training, and providing follow-up on specific feedback cases.

● Comply with and ensure compliance of global data protection and privacy standards such as while confidentially receiving, following up on, and reporting on CARM feedback received.

 

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.

 

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.

 

STRATEGY AND PLANNING

● Assist in Working with the country senior leadership team to develop and support the country and regional strategy.

● Assist in Mobilizing support services and risk management resources to enable country and regional leadership teams to execute their respective strategic priorities.

 

 

REGIONAL SYSTEMS AND SUPPORT FUNCTIONS

● Assist in supporting country team adherence to Mercy Corps and donor policies and procedures.

● Assist in capturing and disseminating best practices on CARM across country teams to ensure highest quality and standards.

● Assist in providing dedicated support to country teams in the event of an emergency or startup of a complex program that requires additional resources.

 

HUMAN RESOURCES

● Support Mercy Corps global and regional initiatives for human resources, including safeguarding and talent development.

● Collaborate with the people team to promote staff access to high quality learning opportunities, with a special emphasis on national team member development.

● Assist with the on-boarding of senior team members, ensuring they are set up for success and familiar with agency systems, procedures, and protocols.

 

RISK MANAGEMENT

● Engage and support countries across the region to ensure that adequate risk management systems are in place.

● Collaborate with country leadership to support preparedness and response to major disruptive events.

● Engage with country teams on the internal audit process to track findings and ensure country team compliance with IA findings and recommendations.

● Engage with country level Ethics and Assurance managers as well as the global Ethics and Assurance department to track and analyze trends and needs across countries.

 

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.

 

Supervisory Responsibility: None

Accountability

Reports Directly To: CARM Coordinator

Works Directly With: CARM program focal points, Project and program teams as well as other NGOs/ CBOs.

 

Accountability to Participants and Stakeholders

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

 

Minimum Qualification & Transferable Skills

● Bachelor’s degree or equivalent in relevant field (social sciences, development studies, humanitarian affairs, or related discipline)

● 3 years’ work experience in the humanitarian sector or relevant sphere

● at least 1 year directly handling feedback mechanisms, hotlines, or case management systems.

● Strong data management skills include data entry, database maintenance, and basic data analysis (Excel or similar).

● Proficiency in Arabic (spoken and written) and good command of English, with the ability to accurately translate key information from Arabic to English.

● Experience in applying for and supporting Community Accountability Reporting Mechanisms (CARM) with partners (e.g., sub-grantee partners, contractors, consultants, or other implementing actors).

● Experience and/or training in handling sensitive information, particularly with respect to Sexual and Gender-Based Violence (SGBV) as well as Protection from Sexual Exploitation and Abuse (PSEA) specifically and finally Child Protection

● The ability to work closely in a team environment, ability to be patient, adaptable, flexible, able to improvise and work in an environment that is often stressful and potentially volatile.

● Effective interpersonal and communication skills with proven ability to clearly communicate ideas and negotiate effectively at all levels and across cultures. Tact and diplomacy are essential.

● Understanding of preventing sexual exploitation and abuse, child safeguarding and how other types of code-of-conduct issues may arise in CARM mechanisms and best practices for raising awareness of and responding to those concerns.

 

 

Success Factors

● Strong problem-solving skills with the ability to identify practical solutions and adapt methods of delivery across diverse operating contexts.

● Capacity to work effectively within a multicultural and diverse team, maintaining professionalism and collaboration in high-pressure or fluid environments.

● Demonstrated flexibility and adaptability, with patience and resilience to navigate complex situations.

● Willingness and ability to travel regularly to Mercy Corps field offices and project sites as required.

● Commitment to accountability, safeguarding, and humanitarian principles, ensuring CARM processes remain impartial, confidential, and community centered.

 

Living Conditions / Environmental Conditions

The position is based in JORDAN 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 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 (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).

 

 

RECRUITMENT SCAMS & FRAUD WARNING

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

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 ((integrityhotline@mercycorps.org))