CARM and MRELA Officer -Border Security Programme (BSP)

Mercy Corps is committed to preventing all forms of exploitation and abuse that may arise in connection with its programmes. A Community Accountability Reporting Mechanism (CARM) is a central expression of this commitment and provides individuals, organisations, and community groups with a safe, confidential, and accessible means of raising concerns or sharing feedback with Mercy Corps, independently of programme operations. Reporting to the programme's Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) Manager, the CARM and MRELA Officer is responsible for establishing, maintaining, and continuously strengthening the programme's community accountability system. The post-holder manages day-to-day feedback mechanisms including the intake, processing, and follow-up of beneficiary feedback and complaints, and builds a structured feedback loop into adaptive programme management.

• Lead the design, testing, and roll-out of the CARM system for BSP, including feedback intake channels (telephone, email, community-based and in-person mechanisms), standard operating procedures (SOPs), data management systems, and complaint-handling workflows.
• Communicate and disseminate CARM policies, SOPs, and feedback channel information to programme participants, programme staff, partners, and other stakeholders in accessible and culturally appropriate formats.
• Ensure all feedback channels guarantee strict confidentiality to protect the privacy and safety of complainants, informants, subjects of feedback, and any witnesses, in line with Mercy Corps' CARM policy and data protection standards.
• Regularly assess the effectiveness and accessibility of all feedback channels, including those operated by partners, by evaluating community-level awareness and uptake at appropriate intervals; incorporate findings into revised approaches.
• Develop programme-specific strategies to ensure beneficiaries, communities, partners, and stakeholders are informed about available CARM channels throughout the programme cycle, with a clear division of responsibilities across teams.
• Organise periodic CARM technical review meetings to discuss emerging issues, review system performance, and adapt the mechanism based on field evidence and stakeholder input.
• Ensure the visibility and accessibility of the CARM system across the organisation, partner network, and target communities.
• Follow up with relevant stakeholders on agreed system corrections, adjustments, and action points, in coordination with programme management.
• Lead data entry and management in the CARM database, ensuring data accuracy, completeness, and timeliness; maintain up-to-date records of all feedback received and actions taken in response.
• Manage centralised telephone-based and email feedback mechanisms, ensuring timely intake, categorisation, and routing of all feedback received.
• Conduct regular analysis of feedback data to identify trends, systemic issues, and areas for programme improvement; develop appropriate response and action plans in coordination with relevant staff.
• Manage internal and external referrals arising from feedback and complaints, ensuring appropriate follow-up, closure, and documentation in accordance with Mercy Corps' CARM and safeguarding policies.
• Prepare monthly CARM dashboards and quarterly reports summarising key themes, trends, volumes, response timelines, and actions taken.
• Ensure reports are shared with programme leadership, the MRELA Manager, Programme CARM Focal Points, the CARM Community of Practice, programme managers and teams, and the donor as required.
• Ensure feedback is responded to in a timely and effective manner, and that appropriate actions are taken and documented to address issues raised by participants, communities, partners, and stakeholders.
• Provide feedback to the beneficiaries and stakeholders as appropriate.

• Bachelor's degree in a relevant field such as social sciences, international development, humanitarian aid or a related field.
• At least 3-5 years of related work experience, preferably with an international or local Non-Governmental Organization (NGO).
• Proven interest and commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote.
• Knowledge in project management, monitoring and evaluation including experience with remote data collection, analysis, reporting and visualization concepts.
• Strong analytical and problem-solving skills with the ability to engage with program participants, stakeholders, and colleagues at all levels.
• Experience in working in multi-cultural and diverse environments with sensitivity to different cultures and customs.
• Experience in creating and designing Power BI reports and dashboards.
• Proven track record of implementing feedback and complaints mechanisms in complex programs and projects.
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an advantage.
• Experience in leading and managing teams.
• Report writing skills are essential.
• Fluency in spoken and written English and Kiswahili languages is required.
• The successful CARM and MRELA Officer will have excellent communication and interpersonal skills, demonstrated attention to details, will be committed to working long hours, and with Mercy Corps stakeholders regardless of race, religion, ethnicity, abilities or gender.
• S/he will be highly motivated, and capable to work without direct supervision.
• 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 interest in continuous improvement.