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  • Organization: Mercy Corps
  • Location: Sanaa | Yemen
  • Grade: Mid level - Internationally recruited position
  • Occupational Groups:
    • Monitoring and Evaluation
    • Communication and Public Information
    • Social Affairs
    • Civil Society and Local governance
    • Documentation and Information Management
    • Managerial positions
  • Closing Date: 2019-03-26

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Temporary - Community Accountability Reporting Mechanism (CARM) Manager - Sana'a, Yemen

Sanaa (Yemen) | Yemen

This is a temporary role for 3 months. Candidates with immediate availability and prior Mercy Corps experience are encouraged to apply.

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

As an organization, Mercy Corps is committed to preventing all forms of exploitation and abuse. A Community Accountability Reporting Mechanism 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. In the context of Yemen, rolling out CARM across the country, will ensure that the country team's programs will continue to uphold Mercy Corps' high standards of accountability.

General Position Summary

The CARM Manager will work under the supervision of the Program Performance and Quality Director and work closely with the program and MEL teams, s/he would review and develop the country level CARM processes and tools and develop the CARM strategy for each of the hubs. In addition to developing and managing the work plan for the rollout, build CARM team capacity and train program and MEL teams on the newly established CARM system. The strategy will include standard operating procedures to ensure that the methods of providing feedback are safe, confidential and accessible and that the feedback provided is timely.

Essential Job Responsibilities

Community Accountability and Reporting Mechanism:

  • Update current CARM operational manual through consultations with the program team and in the communities where Mercy Corps works.
  • Understand and identify locally appropriate, user-friendly and culturally sensitive communication channels for feedback and incorporate these into the Manual
  • Develop necessary IEC material for internal and external use
  • Establish workplans for the rollout of CARM including processes procedures and forms by project or location
  • Establish/Modify current CARM database to be relevant
  • Together with MEL colleagues, develop a system for analyzing trends in feedback received;
  • Together with program teams, develop a process to ensure integration of learning into program implementation which must include regular written reports.

Capacity Building

  • Conduct orientation sessions for all departments on CARM and their roles and responsibilities toward a successful implementation of accountability and reporting mechanism.
  • Together with HR, support integration of CARM training into new employee onboarding
  • Training of program staff on receiving complaints and feedback and on community sensitization
  • Provide training and on the job support to CARM Officer in terms on handling calls/complaints, registration, and follow up.

Team Management

  • Develop the capacity of the team, deepen understanding of their roles and the CARM system functionality.
  • Assist team members with information, tools and resources to improve performance & reach objectives.
  • Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one on ones and performance reviews.
  • Create and sustain a work environment of mutual respect where team members strive to achieve excellence.
  • Play an active role in hiring, orienting and leading team members as necessary.


  • 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.

Supervisory Responsibility

3 Accountability Officers and 2-3 Accountability Assistants in Field Office


Reports Directly To: PaQ Director

Works Directly With: MEL Team, DCD/CD, Program Directors and Program Managers.

Knowledge and Experience

  • English written and spoken fluency required, Arabic fluency is preferred.
  • Master degree or equivalent in a relevant field.
  • At least 4 years work experience with accountability and CARM specifically.
  • Experience in working in insecure and challenging operational environment.
  • Experience in remote management is a plus.
  • 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, taking into account cultural and language difficulties. Tact and diplomacy are essential.

Success Factors

Critical problem solving skills and the ability to work out methods of delivery in very different operating contexts. S/he will be able to live and work closely with a diverse team of individuals in a highly intense and fluid work and security environment and be willing to travel regularly to Mercy Corps field offices and project sites.

Living Conditions / Environmental Conditions

The position is 50% based in Aden, and 50% based in Sana'a, Yemen. This position requires up to 25% travel to other locations in Yemen. The role is unaccompanied, and housing is in group housing in an austere environment. The team member must follow all security protocols at all times. This position is eligible for R&R breaks and hardship allowance.

Mercy Corps team members represent the agency both during and outside work hours when deployed in a field posting or on a visit/TDY to a field posting. 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 and in all in-country venues.

Fostering a diverse and open workplace is an important part of Mercy Corps' vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment

Apply Here

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.

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