Будь ласка, надсилайте свої резюме: Community Accountability Officer (BLOOM) (Kyiv, Odesa, Mykolaiv, Dnipro) | Mercy Corps Ukraine
The Department Summary:
Notably, nearly all our programming is delivered in partnership with local and national civil society organizations matching humanitarian action and resilience programing with capacity strengthening and a real commitment to localization.
Community Accountability Reporting Mechanism (CARM):
As an organization, Mercy Corps is committed to accountability to all our stakeholders, to the resources that are entrusted to us, and especially to the people we serve. Mercy Corps takes a participatory approach in engaging with local communities throughout the program design and implementation processes.
Mercy Corps takes a participatory approach in engaging with local partners and communities throughout the program design and implementation processes. The Community Accountability Reporting Mechanism (CARM) is an essential part of Mercy Corps' commitment to be accountable to affected populations, to program quality, to integrity, and to enable communities to provide feedback and continuously influence and shape programs. Further, it is a mechanism for the prevention of corruption, fraud, sexual exploitation, and abuse. Mercy Corps' CARM in Ukraine consists of multiple two-way channels and a database system to manage feedback. CARM provides individuals, partner organizations, local groups, and other stakeholders with a way of raising questions, ideas, suggestions, and complaints with Mercy Corps — while also remaining safe and secure and receiving a timely response from our organization.
General Position Summary:
The Community Accountability Officer is an important team member who is responsible for ensuring adherence to Mercy Corps CARM minimum standards for the BLOOM program (Resilience portfolio), including both Mercy Corps and Partners, support implementing partners in addressing complex feedback cases, coordinating with the program team and Partners (including both Consortium organizations and local partners), and preparing relevant monthly reports. Additionally, the Community Accountability Officer represents CARM during program progress reviews and other meetings.
To ensure Mercy Corps CARM (Community Accountability Reporting Mechanism) standards are met, the Community Accountability Officer will support partners in implementing and enhancing their community feedback systems. If partners lack their own systems, they will use Mercy Corps' CARM system, with the Officer ensuring that partners promote and advertise Mercy Corps CARM channels. All incoming feedback will be managed by Mercy Corps Community Accountability Officers according to the established standard operating procedures. In situations where the partner is developing their own community accountability reporting mechanism, the Community Accountability Officer will assist in capacity strengthening activities with those partners, including training and mentoring, while coordinating with Mercy Corps' Community Accountability Manager and Program Officers in these duties.
Essential Responsibilities
Safeguarding Responsibilities
- Actively learns about 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.

Planning & Implementation
- Manage the efficiency of the CARM mechanism: ensure that context appropriate feedback channels are selected and incorporated into the BLOOM program activities.
- Coordinate community discussions to determine which feedback channels are appropriate and to ensure that feedback channels are accessible, known, and trusted by the community.
- Coordinate the implementation of CARM setup in all program activities: ensure CARM is included in program planning; draft and maintain CARM workplan for the program.
- Work with partners to enhance and/or establish their own CARM mechanisms.
- Develop and ensure the distribution of awareness raising materials and delivery of key messages that inform community members on how to use CARM across all field locations.
- Continuously monitor, review and update program CARM Frequently Asked Questions (FAQs) with the program team.
- Prepare CARM reporting to identify trends in feedback/complaints and develop ways of working with the program teams that promote the use of feedback to inform continuous adjustments and adaptations to programming.

Monitoring & Adaption
- Monitor intervention sites, with help from program staff, to ensure that feedback channels are functioning, and learning and improvement opportunities are identified and implemented.
- Review dashboard reports with the Community Accountability Manager, on Monitoring, Evaluation, and Learning (MEL) data related to CARM to identify trends in feedback and complaints, which can then be presented to the program team to facilitate adjustments and adaptations to programming.
- Develop, implement, and monitor action plans to improve CARM utilization and effectiveness — such as plans to remove barriers preventing participation by marginalized groups and ways to reduce average case closure times.

Team Management
- Promote accountability, communicate expectations and provide constructive feedback informally and formally via regular one-on-ones and performance reviews.
- Assist CARM team members with information, tools, and resources to improve performance and reach objectives.

Capacity Development/Sharing
- Train and mentor CARM focal points from partners' side.
- Help to implement capacity sharing plans with all partner organizations who are transitioning, with Mercy Corps' support, to managing their own CARM systems.

Minimum Qualifications & Transferable Skills
- Bachelor’s degree in an area related to social science (sociology, anthropology, psychology, etc.), social work, IT, education, or other related fields is preferred.
- Candidates with previous professional experience in customer service, market research, project management, IT, or other related areas are encouraged to apply.
- Previous work experience in an international or local Non-Governmental Organization (NGO) is an asset.
- A sincere interest in the business sphere is an asset.
- Experience working in high-risk contexts is useful.
- Experience in remote data collection and data management.
- Excellent computer skills: proficiency in MS Office package, and strong knowledge of database management are required.
- Ability to adapt to the rapidly evolving context is necessary.
- Excellent interpersonal, communication and networking skills; the ability to work with diversified populations.
- High level of self-awareness and self-development with the maturity to deal with constructive feedback.
- Fluency in Ukrainian is required. Proficiency in English is a strong asset.

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 good communication and interpersonal skills, good attention to detail, a high level of commitment and self-motivation, and a proactive position. The Community Accountability Officer will effectively collaborate with Mercy Corps stakeholders, respecting and valuing diversity regardless of race, religion, ethnicity, abilities, or gender. The Community Accountability Officer will be highly motivated, and capable to work with or 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, and innovator.

Deadline for submission of applications: 21 August 2025
Тільки попередньо відібрані кандидати будуть запрошені на співбесіду.
Ласкаво запрошуємо осіб з інвалідністю та ветеранів відгукнутись на цю посаду.
Mercy Corps створило робоче місце для працевлаштування осіб з інвалідністю та ветеранів, та належні умови праці для цієї вакансії, але це не обмежує коло осіб, які можуть подаватись на цю вакансію.

Контактна інформація →