COMMUNITY ACCOUNTABILITY OFFICER at Mercy Corps (Lviv, Ukraine)

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 Summary

Mercy Corps’ Ukraine crisis response seeks to meet the humanitarian needs of vulnerable Ukrainians and other conflict-affected people where they are: displaced inside Ukraine, refugees in Poland, Romania and Moldova – or trapped behind the frontlines of the conflict. We aim to reach 500,000 vulnerable people with multi-purpose cash assistance, other humanitarian support, and protection services across four countries.

Almost all our impact will be delivered through project partners: with Ukrainian, Polish, Romanian and Moldovan civil society organizations. through a program that matches humanitarian action with capacity strengthening, and with peer international NGOs through a consortium in Ukraine. The Consortium is a partnership of four international humanitarian aid agencies to deliver innovative, effective cash and other humanitarian assistance programs to support people affected by the Ukraine crisis within Ukraine.

General Position Summary

A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to program quality, integrity, and efforts to prevent sexual exploitation and abuse. CARM provides individuals, organizations, local groups, and other stakeholders a way of bringing questions, ideas, suggestions, and complaints to directly Mercy Corps, through safe and confidential channels – and then, to receive a response from our organization.

In the context of the Ukraine emergency response, designing and implementing an effective CARM will play a key role in ensuring that emergency assistance is responsive to the changing needs of displaced people, and can adapt over time.

The Community Accountability Officer is an important team member who handles suggestions, questions, feedback, and complaints from community members and program participants. This helps to make sure that our commitments to responding to feedback are met. In situations where our partners do not have their own community accountability reporting mechanism, the Community Accountability Officer will support partner staff to advertise Mercy Corps CARM channels. The officer will also handle feedback received, according to agreed procedures. In situations where the partner is developing their own community accountability reporting mechanism, the Community Accountability Officer will support capacity strengthening activities, in collaboration with the Community Accountability Manager, Senior Community Accountability Officer and Partnerships Officers.

Essential Job Responsibilities

Planning & Implementation

• Implement the Country CARM Standard Operating Procedures (SOPs) for how all feedback and complaints are recorded, graded, and responded to, by
  • Monitoring feedback channels
  • Recording feedback daily into the CARM database.
  • Assigning a feedback grade, depending on the seriousness of the report
  • Ensuring that appropriate action is taken
  • Ensuring all Ethics-related reports are immediately and directly escalated to the Headquarters Ethics team.
  • Follow policies related to data protection and privacy

Monitoring & Adaption

• Review reports with the Community Accountability Manager and Senior Community Accountability Officer, on Monitoring, Evaluation, and Learning data related to CARM
• Assist the Senior Community Accountability Officer in analyzing problems and areas of improvement in the handling of community feedback
• Participate in the implementation of action plans to address weaknesses in CARM
• Participate in lessons, learning sessions, and reviews of Standard Operating Procedures (SOPs)

Capacity Development / Sharing

• Actively participate in individual and team learning sessions
• Support the implementation of capacity sharing strategy/plans with partner organizations who are starting, with Mercy Corps’ support, to manage their own CARM system

    Security

• Ensure compliance with Mercy Corps global, regional and Ukraine specific security procedures and policies, as determined by country leadership

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 an 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.

Accountability

Reports Directly To: Senior Community Accountability Officer

Works Directly With: Program CARM Focal Points, Program Team Members, MEL Team, Operations Teams, and Ethics/Assurance/Safeguarding.

Knowledge & Experience

• Degree in any area of social science (sociology, anthropology, psychology, etc.), social work, IT, education, or other relevant fields are preferred – but not required
•  Candidates with previous professional experience in market research, project management, IT, customer service, or other related areas are encouraged to apply
•  Previous work experience in an international or local Ukrainian Non-Governmental Organization (NGO) is an asset – but not required
• Proven experience in data collection and data management
• Excellent Computer skills: proficiency in MS Office package, and strong knowledge of database management is required
• Ability to work in a fast-paced emergency response environment and adapt to rapid changes
• Excellent listening, interpersonal, communication and networking skills; and the ability to work with diverse populations
• High level of self-awareness and self-development with the maturity to deal with constructive feedback
• Fluency in Ukrainian and Russian required. Proficiency in English preferred but not required.

Success Factors

Any skills gained through education, volunteering, work, or life experience that are relevant for the position will be considered. Be sure to fully explain transferable skills and success factors and how they apply to this position in your cover letter.

The successful Community Accountability Officer will have excellent communication and interpersonal skills, will demonstrate attention to detail, will be committed to working long hours when necessary, and with Mercy Corps stakeholders regardless of race, religion, ethnicity, abilities, gender. S/he will be highly motivated, and capable of working without direct supervision. Other factors include:

• 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, innovator

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.  

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.  

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.  

2023-03-03T13:07:52.000 2023-04-03T23:59:59.000 TELECOMMUTE Україна Mercy Corps