Job Title: Community Accountability and Reporting Mechanisms (CARM) Assistant
Organization: Mercy Corps
Duty Station: Kampala, Uganda
Job Summary:
The Community Accountability and Reporting Mechanisms (CARM) Assistant will support the CARM (Senior) Officer to support the roll-out and implementation of CARM within programs in line with Mercy Corps’ global CARM Policy and Mercy Corps Uganda’s CARM Standard Operating Procedure (SOP). Working with program and MEL teams, and in coordination with different supporting departments as needed, s/he will support the implementation of the project-level CARM Plans, focusing on CARM rollout and maintenance in the different implementation areas across Karamoja.
Roles and Responsibilities:
• Directly operate/manage the toll-free hotline (answer, log, respond to, escalate, and manage incoming calls), maintaining confidentiality at all times
• Analyze, grade, and consolidate information about feedback received and issues raised and share with the program team and CARM (Senior) Officer to follow up on complaints and any feedback as the need may be
• Contact complainants to close/resolve cases and update the tracker or database as required.
• Maintain 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 feedback loops are closed within the designated turn-around time
• Regularly take part in field visits with other key program team members to assess the progress of CARM at the community level.
• Assist in the implementation of the consolidated CARM work plan, review achievements and constraints and provide feedback accordingly.
• Communicate and disseminate feedback/complaints handling procedures, policies, and tools as appropriate to community members, program staff and other stakeholders.
• Support in raising awareness of the CARM system and identifying the need for visibility materials, such as information, education and communication (IEC) materials, and suggestion/feedback boxes.
Minimum Qualifications for this job:
• Diploma/ Bachelor’s degree or equivalent in a relevant field, such as social sciences, economics, research methods, etc
• At least 2 years of related work experience, preferably with an international or local Non- Governmental Organization (NGO)
• Experience in (remote) data collection and data management preferred.
• 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.
• A multilingual applicant with experience in customer service or community engagements. Proficiency in at least 2 or more of these languages is a requirement: Kiswahili, Nga’karimajong, and Pokot
Application Instructions
Applications from interested applicants must submit by sending the following documents:
• CV in PDF of no more than 4 pages
• Cover letter. At a minimum, the cover letter must show that the applicant possesses the required qualifications for the position, and include a response to the following: Tell us about a recent mistake you made. What did you learn from the experience? How have you applied what you learned since then?
Please note that any application submitted that does not follow the above instructions will be automatically discarded.
Closing Date: 5 pm EAT on 11th September 2022
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