Керівник/Керівниця по роботі з громадами (Київ)/Community Accountability Manager (Kyiv) at Mercy Corps

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

We aim to reach 500,000 vulnerable people with multi-purpose cash assistance, in-kind humanitarian support, and protection services across four countries. Almost all of our impact will be delivered in partnership: with Ukrainian, Polish, Romanian and Moldovan civil society organizations through a granting program that matches humanitarian action with capacity strengthening, and with peer international NGOs through a consortium in Ukraine.  Mercy Corps is responding  with large-scale consortium programming with a focus on Multi-Purpose Cash Assistance (MPCA). The Consortium is a partnership between four international humanitarian aid agencies to model and deliver innovative, effective cash and other humanitarian assistance programs to support people affected  within Ukraine.

General Position Summary

Under the umbrella of the Ukraine Performance and Quality (PaQ) Unit, the Community Accountability Manager will lead CARM set up, implementation, monitoring, and adaptation in all projects and programs which are delivered by Mercy Corps within Ukraine, in collaboration with our partners.

This will involve a two-part approach: (1) Handling of CARM on behalf of partners, and (2) capacity sharing with selected partners to take on the management of CARM independently of Mercy Corps.

The Community Accountability Manager will lead a team of Senior Officers and Officers across three or more sub-offices in Ukraine to collaborate with partners on the selection of feedback methods and to conduct community sensitization. This position will directly oversee the implementation of standard operating procedures for recording, grading, and responding to feedback to ensure appropriate management and response to all feedback, including referral to other partners as needed.

The Community Accountability Manager will continuously monitor the use of CARM across the country to identify and make improvements related to access and inclusion of all crisis-affected people and displaced populations – and will develop reports to promote the use of trends in community feedback to inform continuous adaptations of Mercy Corps’ programs.

Essential Job Responsibilities

Planning & Implementation

• Ensure all projects/programs have operational feedback channels that are selected based on community preference and need
• Develop Information, Education and Communication (IEC) materials for community members that includes commitments on staff conduct and program operations, and how to provide feedback and/or report concerns via CARM
• Develop Country CARM Standard Operating Procedures (SOPs) for handling feedback internally, and for responding to feedback that is not about Mercy Corps or our partners
• Help develop Country CARM Standard Operating Procedures for data protection and privacy, in line with internal policy commitments and GDPR
• In collaboration with Senior CARM Officers, lead the implementation and monitoring of Country CARM Standard Operating Procedures (SOPs) for how all feedback and complaints are recorded, graded and responded to
• Ensure timely recording and grading of feedback and daily updating of CARM database
• Ensure correct grading of feedback, through verification of feedback grades
• Ensure that appropriate action is taken, using internal referral pathways, FAQs, and decision making by case management committees (CMC/s), which will involve collaboration with our partners
• Ensure all Ethics-related reports are immediately and directly escalated to the HQ Ethics team
• Help ensure compliance of global data protection and privacy standards, such as the GDPR, while confidentially receiving, following up on, and reporting on CARM feedback received

Monitoring & Adaption

• Continuously monitor CARM, using agreed indicators, and present and use data to drive decision making on how CARM can be made more accessible and inclusive to all conflict affected and displaced community members
• Work closely with MEL colleagues to integrate CARM related questions within all MEL tools and ensure CARM indicators are incorporated within each MEL Plan for all programs
• Present trends in feedback/complaints and develop ways of working with the program teams that promotes the use of feedback to inform continuous adjustments and adaptations to our programming

Capacity Development & Sharing

• Onboard and train Senior CARM Officers and Officers, in line with the capacity development strategy that is established
• Together with HR, support integration of CARM / community accountability training into new employee onboarding
• Implement capacity sharing strategy/plans with all partner organizations who are transitioning, with Mercy Corps’ support, to managing their own CARM systems

Coordination

• Represent Mercy Corps at relevant internal and external coordination meetings.
• Collaborate with other actors to develop referral maps and mechanisms for communities where Mercy Corps implements programs.

Security

• Ensure compliance with Mercy Corps global, regional and Ukraine specific 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.

Code of Conduct

• Ensure all field and office-based activities are conducted in full respect to humanitarian principles and in organized and dignified way
• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.

Knowledge and Experience

• Bachelor’s degree required in a field related to Social Sciences, Humanitarian, or International Development – or relevant fields is preferred
• At least 3 to 5 years of related work experience, preferably with an international or local Non-Governmental Organization (NGO)
• Previous experience leading or managing a team, including remote work management
• Proven commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts
• Proven ability to work cooperatively with internal and external stakeholders, and to play a leadership role in convening groups
• Skills in partnership development and coordination
• Minimum Intermediate-level report writing skills are required
• Ability to work in a fast-paced emergency response environment and adapt to the rapidly evolving context as necessary
• Excellent listening, interpersonal, communication and networking skills; and the ability to work with diversified populations
• High level of self-awareness and self-development with the maturity to deal with constructive feedback
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.
• Fluency in Ukrainian and English is required. Proficiency in Russian is desirable.

Diversity, Equity & Inclusion: Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives. We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

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. 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.

Equal Employment Opportunity: Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse 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.