Country: Uganda
Closing date: 13 Sep 2018
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
Mercy Corps is an international non-profit organization which implements high-quality, analytical development programs in very difficult places. Mercy Corps has been operating in Uganda since 2006. It has and continues to implement programs in Acholi and Karamoja sub regions. Mercy Corps is taking a community-led, market driven approach to address poverty and food insecurity needs through interventions that get to the root causes and contributing factors of economic vulnerability. Donors include the United States Agency for International Development (USAID), DFID, MasterCard Foundation, WALMART Foundation, Coca Cola Africa Foundation, US Depart of State (DOS)/PEPFAR, ECHO, NetHope and Nike Foundation.
General Position Summary
Under the supervision of the MEL Specialist, the CFRO Officer will work on establishing/maintaining and continuously strengthening the community accountability system of the Mercy Corps West Nile team. S/he will be managing the day-to-day accountability processes of the organization, including handling of program participant and stakeholder complaints and feedback. The CFRO Officer will lead in the design, improvement and implementation of CFROs. S/he will be responsible for internal and/or external referrals, compilation of reports on feedback and regular provision of recommendations to the programs for improving the response with evidence based learning.
Essential Job Responsibilities
1.Design and implement Community Feedback & Response system and tools
● Develop/maintain community accountability reporting mechanisms and follow up system.
● Communicate and disseminate feedback/complaints handling procedures, policies and tools as appropriate to program participants/clients, program staff and other stakeholders.
● Manage handling of a centralized telephone complaints line and internet feedback mechanism (On rotation basis with the MEL team)
● Maintenance of an effective record and filing system for all complaints solved and pending issues, including correspondence and other related documents for quick and easy reference.
● Ensure that all feedback is kept confidential and access to that information is in line with Mercy Corps guidelines and SOPs, including appropriate referrals to Senior Leadership Team for allegations involving staff misconduct.
● Follow-up with relevant stakeholders on agreed upon system corrections, adjustments to guidelines and SOPs and actions, informing and strategizing with the MEL Specialist & West Nile Team Leader.
● Train staff on CARMs SOPs, compliance and accountability tools, and other processes as required.
2.Reporting
● Provide timely feedback to MEL Specialist and program teams on feedback and concerns raised by communities, partners, & stakeholders on project activities, and elevate significant complaints involving staff misconduct to Senior Leadership Team.
● Prepare monthly reports on feedback and complaints, provide recommendations and share them interactively with program teams to ensure uptake and implementation.
● In coordination with the Program teams, track all the actions taken in response to feedback and complaints and include them as appropriate in the CFRO monthly report, and program donor reports.
● Provide feedback to the program participants/clients, and stakeholders accordingly, whenever required.
3.Internal and External Coordination
● Maintain regular coordination/management and working relationships with other relevant counterparts in National/International NGOs, UNHCR/OPM, Private Sector Actors, and Associations in West Nile region whenever necessary.
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.
Accountability to Beneficiaries
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants and to international standards guiding international relief and development work.
Accountability
Reports Directly to: Monitoring Evaluation & Learning Specialist
Works Directly with: Logistics, Procurement, Human Resources, Finance and Program staff of all MC Uganda offices.
Ethics and Integrity
All Mercy Corps staff members are expected to behave ethically and demonstrate highest integrity in their professional and personal life. Mercy Corps has zero tolerance to any form of fraud, corruption, abuse, harassment or exploitation. Any breach of our policies or misconduct will lead to disciplinary action or may lead to termination.
Knowledge and Experience
● A bachelor’s degree in Social Sciences, Community Development or a closely related field.
● At least three years of relevant work experience and technical skills of managing a remote data collection and data management, principles of data protection, experience in quantitative and quantitative data analysis preferably with an international or national Non-Governmental Organization (NGO).
● Proven interest & commitment to humanitarian and development principles, codes of conduct (including on the Prevention of Sexual Exploitation and Abuse) and a demonstrable understanding of conflict contexts and remote work.
● Demonstrated integrity and discretion in handling of sensitive information, and familiarity with referrals procedures
● Proven ability in report writing.
● Fluency in both verbal and written English.
● Excellent computer skills: proficiency in MS Office package, and at least basic knowledge of database management
Success Factors
The position holder will have to be observant, and assertive with excellent communication and interpersonal skills, demonstrated attention to detail, commitment to working long hours, and willingness to work with Mercy Corps’ stakeholders regardless of race, religion, ethnicity, abilities or gender. S/he will be highly motivated, and capable to work without direct supervision. Other factors include:
● Strong team player with initiative and a positive attitude towards problem solving
● Highly developed integrity, discretion and sense of fairness
● 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 and innovator
How to apply:
Applications: Submit your online application addressed to the Human Resource Director, Mercy Corps Uganda; by clicking on the following link https://www.fuzu.com/campaigns/community-s-feedback-response-officer-cfro-mercycorps ,clearly stating your salary requirements, CV (with 3 referees), and copies of academic qualifications/certificates. Deadline for Submission: Close of business on Thursday, 13th September, 2018. Subject of email should include the position you are applying for**.** Only short-listed candidates will be contacted by Mercy Corps. Mercy Corps is an equal opportunity employer; qualified female candidates are strongly encouraged to apply.