Job Summary
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.

We are currently seeking qualified candidates for the following position within Mercy Corps

Primary Location: Harare
Position Status: Full time
Duration: 6 months

Mercy Corps exists to alleviate suffering, poverty, oppression by building secure, productive, and just communities. Mercy Corps has been present in Zimbabwe since 2002 focusing its interventions on a multi sectoral market systems development portfolio mobilizing communities to promote small-scale agriculture and revive local economies. Its current operations focus on helping smallholder farmers increase their incomes and harvests through the power of technology and increasing urban household access to quality, reliable water, sanitation and hygiene services. Market driven approaches are at the heart of Mercy Corps’ programming globally. Mercy Corps facilitates the development of systems that increase incomes and improve access to goods and services, while reducing the risks and effects of shocks and stresses.

Program/Department Summary
Mercy Corps is committed to preventing all forms of exploitation and abuse that may emanate in relation to its programs. A Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps’ commitment to excellence and integrity. It gives individuals, organizations and local groups a means of raising concerns or sharing feedback (positive and negative) with Mercy Corps, independently from program operations.

General Positon Description
The CARM Officer will work on establishing/maintaining and continuously strengthening the accountability system in the organization. S/he will be managing day-to-day accountability feedback mechanisms that includes handling of beneficiary feedback and building a feedback loop into adaptive program management. The CARM Officer will lead the roll-out and implementation of CARM in Zimbabwe. S/he will be responsible for internal and/or external referrals, to compile reports on processed feedback and provide recommendations to the programs for improving the response.

Position Description;

● Develop/maintain community accountability reporting mechanism and system.
● Lead data entry and management of the CARM database.
● Communicate and disseminate feedback/complaints handling procedures, policies and tools as appropriate to beneficiaries, project staff and other stakeholders.
● Handling of a centralized telephone based and internet feedback mechanisms.
● Maintenance of 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 that feedback is kept confidential and access to that information is in line with the guidelines.
● Support program teams on beneficiary accountability and learning systems.
● Follow-up with relevant stakeholders on agreed upon system corrections, adjustments and actions, informing and strategizing with Program Managers.
● Ensure visibility of the CARM system within the organization, community and stakeholders.
● Organize CARM technical meetings to discuss emerging issues and adjust the system based on evidence from the ground.
● 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.
• Timely feedback to Program Managers and program teams on feedback and concerns raised by communities on project activities.
• Prepare monthly reports on feedback, provide recommendations and share it with programs.
• In coordination with program teams, track all the actions taken for those feedback messages, and include them as appropriate in the CARM monthly report, and program donor reports.
• Provide feedback to the beneficiaries and stakeholders accordingly, whenever required.
Staff Training and Capacity Building
• Train staff and partners on compliance and accountability tools, and other processes as required.
• Mentor and supervise county office CARM focal point officer on ethics and proper management of accountability feedback mechanism.
Code of Conduct
• Ensure all field and office based activities are conducted in full respect to the 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.
• Other duties as assigned by the supervisor.
Accountability to Program Partners
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

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.

Reports Directly to: Program Managers
Works Directly with: Program teams and Safeguarding Focal Person

Qualifications And Experience

The position demands a dynamic individual with a demonstrated ability to achieve results in a demanding environment.
• An undergraduate degree in BA/S degree in Social Sciences or other relevant field required.
• At least four years of related work experience, preferably with an international or local Non-Governmental Organization (NGO).
• Proven interest & commitment to humanitarian and development principles and a demonstrable understanding of conflict contexts and remote work.
• Proven experience in remote data collection, and data management
• Good report writing skills are required
• Excellent Computer skills: proficiency in MS Office package, and some knowledge of database management would be an asset.

How To Apply
To apply, please send one document that includes your covering letter describing your interest, qualifications, contactable references and your CV to Mercy Corps Human Resources at [email protected]


Applications should be clearly marked with the position applied for in the email subject line.

Mercy Corps is an equal opportunity organization and encourages both female and male candidates to apply.

Only short listed candidates will be contacted. Shortlisting will proceed as applications are received