Complaints and Response Mechanism ( CARM) and Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) Officer

Join Mercy Corps as a CARM and MRELA Officer, focusing on community accountability systems within their Border Security Programme in Kenya.

• Lead the design, testing, and roll-out of the CARM system for BSP, including feedback intake channels (telephone, email, community-based and in-person mechanisms), standard operating procedures (SOPs), data management systems, and complaint-handling workflows.
• Communicate and disseminate CARM policies, SOPs, and feedback channel information to programme participants, programme staff, partners, and other stakeholders in accessible and culturally appropriate formats.
• Ensure all feedback channels guarantee strict confidentiality to protect the privacy and safety of complainants, informants, subjects of feedback, and any witnesses, in line with Mercy Corps' CARM policy and data protection standards.
• Regularly assess the effectiveness and accessibility of all feedback channels, including those operated by partners, by evaluating community-level awareness and uptake at appropriate intervals; incorporate findings into revised approaches.
• Develop programme-specific strategies to ensure beneficiaries, communities, partners, and stakeholders are informed about available CARM channels throughout the programme cycle, with a clear division of responsibilities across teams.
• Organise periodic CARM technical review meetings to discuss emerging issues, review system performance, and adapt the mechanism based on field evidence and stakeholder input.
• Ensure the visibility and accessibility of the CARM system across the organisation, partner network, and target communities.
• Follow up with relevant stakeholders on agreed system corrections, adjustments, and action points, in coordination with programme management.
• Lead data entry and management in the CARM database, ensuring data accuracy, completeness, and timeliness; maintain up-to-date records of all feedback received and actions taken in response.
• Manage centralised telephone-based and email feedback mechanisms, ensuring timely intake, categorisation, and routing of all feedback received.
• Conduct regular analysis of feedback data to identify trends, systemic issues, and areas for programme improvement; develop appropriate response and action plans in coordination with relevant staff.
• Manage internal and external referrals arising from feedback and complaints, ensuring appropriate follow-up, closure, and documentation in accordance with Mercy Corps' CARM and safeguarding policies.
• Prepare monthly CARM dashboards and quarterly reports summarising key themes, trends, volumes, response timelines, and actions taken
• Ensure reports are shared with programme leadership, the MRELA Manager, Programme CARM Focal Points, the CARM Community of Practice, programme managers and teams, and the donor as required.
• Ensure feedback is responded to in a timely and effective manner, and that appropriate actions are taken and documented to address issues raised by participants, communities, partners, and stakeholders.
• Provide feedback to the beneficiaries and stakeholders accordingly, whenever
• Support the MRELA and programme teams in utilising CARM data and analysis to inform learning, adaptive management decisions, and programme design.
• Develop CARM training modules and materials that build the understanding and skills of programme staff and partners on the purpose, procedures, and importance of community accountability and feedback mechanisms.
• Conduct training and awareness sessions for staff and partners to ensure effective CARM implementation, consistent data collection, and appropriate response to feedback.
• Work with programme staff and implementing partners to ensure CARM is embedded in programme activities and that feedback is collected, recorded, and acted upon
• Promote compliance with Core Humanitarian Standard (CHS) commitments and quality criteria across programme activities; support staff and partners in understanding and applying CHS principles.
• Share CARM findings and recommendations with relevant staff and management in a timely and constructive manner to ensure issues are addressed and improvements are made.
• Coordinate with programme managers and MRELA staff to ensure CARM feedback is systematically integrated into programme monitoring, evaluation, and design processes.
• Coordinate with the Ethics and Safeguarding team to ensure CARM is aligned with Mercy Corps' organisational policies, values, and safeguarding commitments.
• Liaise with the grants department at the partner due diligence stage to assess partner feedback mechanisms, identifying strengths, gaps, and capacity-building needs.
• Work with implementing partners and other stakeholders to ensure alignment with CARM policy requirements and expectations; establish strong relationships that support CARM uptake.
• Supporting field-level data collection activities, including contributing to surveys, key informant interviews, focus group discussions, and monitoring site visits.
• Assisting with data entry, database management, and routine data quality checks for programme monitoring data in the MRELA system.
• Contributing to the preparation of programme monitoring reports by compiling and verifying results data from field activities and partner submissions.
• Supporting capacity building sessions for partners and programme staff on MRELA tools, data collection methodologies, and reporting requirements.
• Contributing to the documentation of programme lessons, case studies, and learning products as part of the programme's knowledge management and learning agenda.
• Supporting coordination with consortium partners on monitoring schedules, data submissions, and MRELA compliance.
• Any other duties as assigned by the MRELA Manager.
• Conduct all field and office-based activities in full respect of humanitarian principles, ensuring dignity and respect for all participants and staff at all times.
• Uphold Mercy Corps' values and code of conduct in all professional and personal conduct, in a manner that protects and enhances the organisation's mission and reputation.
• Perform other relevant duties as assigned by the MRELA Manager.
• Actively learns safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practices the values of Mercy Corps, including respecting the dignity and well-being of participants and fellow team members.
• Encourages openness and communication in their team; encourages team members to submit reports if they have any concerns using reporting mechanisms, e.g., Integrity Hotline and other options.
• *Supervisory Responsibility: None