Job Title: CARM Assistant – Mercy Corps Uganda Jobs 2022
Organization: Mercy Corps Uganda
Duty Station: Moroto, Uganda
Reports to: Senior CARM Officer
Mercy Corps Uganda Profile
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
Mercy Corps implements high quality- analytical work in tough environments. We’ve been operating in Uganda since 2006 and currently manage a range of programs in Acholi, West Nile and Karamoja sub-regions with funding from a host of donors. In October 2017, Mercy Corps was awarded a 6-year USAID/ Food for Peace- funded program working in 5 districts in Karamoja (Amudat, Moroto, Karenga, Kotido and Kaabong), the Apolou Activity. The Activity goal “improved food and nutrition security” has four purposes with cross cutting themes of gender and youth and resilience:
- Inclusive and effective governance contributes to food and nutrition security
- Improved health and nutritional status of pregnant and lactating women, children under five, and adolescent girls
- Improved WASH conditions
- Adolescent girls, adolescent boys, women and men access diverse and secure livelihoods through improved capacities and strengthened market systems
Apolou is implemented by a consortium of actors led by Mercy Corps, including Save the Children, Whave Solutions, four local partners (KAPDA, NARWOA and Riam Riam) and Tufts University’s Feinstein International Centre (FIC).
Job Summary
The Community Accountability and Reporting Mechanisms (CARM) Assistant will support the Senior CARM 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. The CARM Assistant will support the receiving, translating, and grading of feedback received via the helpline.
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
- Perform other related duties as required.
Minimum Qualifications:
- Diploma/ Bachelor’s degree in Social Sciences, Economics, Research or any related discipline
- 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, considering 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
How To Apply for Mercy Corps Uganda Jobs 2022
All interested and suitably qualified candidates should submit their applications through the link below.
Deadline: July 27th 2022
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