Community Accountability Coordinator

Будь ласка, надсилайте свої резюме: Community Accountability Coordinator | Mercy Corps Ukraine

The Position

The Community Accountability (CARM) Coordinator supports the management and implementation of CARM functions at the country mission level and ensures compliance with relevant policies and procedures in the field, under the supervision of the TEQ Director and with support from the Community Accountability Advisor.

Essential Responsibilities

Planning & Implementation

• Ensure that all Mercy Corps projects and programs maintain accessible, operational, and inclusive feedback and complaint channels that are selected based on the preferences, needs, and capacities of community members and program participants.
• Develop, update, and disseminate Information, Education and Communication (IEC) materials that inform communities about Mercy Corps commitments, expected staff conduct, participant rights, and available mechanisms for providing feedback, complaints, suggestions, and reports through CARM.
• In coordination with regional and global accountability colleagues, support the development, adaptation, and periodic revision of Ukraine CARM Standard Operating Procedures (SOPs), including procedures for feedback management, referrals, escalation pathways, and handling complaints unrelated to Mercy Corps or its implementing partners.
• In collaboration with Senior CARM Officers, lead the implementation and monitoring of Ukraine CARM SOPs to ensure that all feedback and complaints are appropriately recorded, categorized, managed, and responded to, including:
  • Timely recording and grading of feedback and updating of CARM database
  • accurate classification and grading of feedback through regular verification and quality assurance processes
  • ensuring appropriate action is taken through internal referral pathways, FAQ guidance, and Case Management Committee decision-making processes, including coordination with implementing partners where required
  • ensuring that all ethics-related reports are immediately and directly escalated in accordance with Mercy Corps policies and procedures;
  • ensuring compliance with global data protection and privacy standards, including GDPR requirements, while confidentially receiving, processing, tracking, storing, and reporting feedback and complaints received through CARM
• Ensure the integration of Community Accountability standards and CARM requirements into program design, implementation, and partner engagement processes.
• Monitor adherence to established response timelines, escalation protocols, and complaint closure standards in accordance with SOPs and internal service standards.

Team Management & Coordination

• Line manage and provide technical supervision to CARM team members, ensuring effective work planning, performance management, regular feedback, and professional development.
• Coordinate the implementation of CARM activities across Mercy Corps Ukraine’s portfolio, ensuring consistency in accountability approaches, reporting standards, and operational processes.
• Facilitate collaboration between the CARM Unit, Program Teams, MEL Unit, Safeguarding personnel, Compliance, Ethics, Operations, and implementing partners to ensure timely and effective management of feedback and complaints.
• Promote a culture of accountability, transparency, learning, and community engagement across the organization.
• Provide oversight and technical support to partner organizations implementing feedback and accountability mechanisms.

Monitoring, Reporting, Learning & Adaptation

• Continuously monitor the effectiveness of the CARM system using agreed indicators and performance metrics, identifying opportunities to improve accessibility, inclusiveness, and responsiveness for conflict-affected and displaced populations.
• Analyze trends, patterns, and root causes in feedback and complaint data to identify programmatic risks, operational challenges, and opportunities for improvement.
• Prepare regular analytical reports, dashboards, and summaries for Senior Management Team (SMT), program teams, regional teams, and global stakeholders.
• Monitor key performance indicators including response timeliness, resolution rates, referral effectiveness, accessibility of channels, and satisfaction with complaint handling processes.
• Work closely with MEL colleagues to integrate community accountability indicators and mechanisms into MEL frameworks, data collection tools, learning agendas, and reporting systems across all programs.
• Facilitate regular reflection, learning, and adaptation sessions with program teams to ensure community feedback informs decision-making and program improvements.
• Conduct periodic reviews of the accessibility, effectiveness, safety, and inclusiveness of feedback channels and recommend adjustments where needed.
• Ensure data quality through regular audits, database reviews, and verification exercises.

Strategy & Planning

• Contribute to Mercy Corps Ukraine’s country strategy by ensuring accountability to affected populations is systematically embedded across the overall portfolio.
• Support proposal development and program design processes by integrating accountability commitments, feedback mechanisms, and community engagement approaches.
• Coordinate with regional and global Community Accountability Advisors to contextualize and apply global Mercy Corps accountability standards and tools within Ukraine.
• Maintain and regularly update accountability resources, SOPs, referral pathways, reporting templates, and operational guidance.

Capacity Strengthening & Technical Support

• Recruit, onboard, coach, and build the capacity of CARM personnel in accordance with established capacity-strengthening plans.
• In coordination with the Human Resources Department, support the integration of Community Accountability and CARM training into the onboarding process for new staff.
• Design and implement capacity-strengthening initiatives for Mercy Corps staff and implementing partners on accountability principles, complaint management, confidentiality requirements, referral pathways, and ethical reporting procedures.
• Develop and adapt training materials, tools, and guidance to strengthen accountability practices across programs and partner organizations.
• Provide ongoing coaching, mentoring, and technical assistance to program teams and partners to strengthen accountability systems and community engagement practices.
• Implement partner capacity-strengthening plans to support organizations transitioning toward the management of their own accountability and feedback systems.
• Promote learning, documentation, and the sharing of best practices and lessons learned related to accountability and feedback management.

Coordination, representation & external engagement

• Represent Mercy Corps in relevant Accountability to Affected Populations (AAP), Community Engagement, Accountability, and Complaint Response coordination forums at national and regional levels.
• Maintain effective relationships with implementing partners, service providers, peer agencies, clusters, and coordination bodies to strengthen accountability and referral mechanisms.
• Support the development and maintenance of external referral pathways and coordination arrangements with relevant stakeholders.
• Contribute to inter-agency learning initiatives, accountability assessments, and coordination efforts as required.
• Promote Mercy Corps accountability approaches and share lessons learned and best practices with internal and external stakeholders.

Minimum Qualification & Transferable Skills

• Bachelor’s degree in Social Sciences, Social Work, Sociology, Psychology, Anthropology, International Development, Public Administration, or a related field.
• At least 5 years of relevant professional experience.
• Previous experience managing staff and/or teams.
• Demonstrated experience in Community Accountability (CARM/AAP), complaint and feedback mechanisms, community engagement, MEL, or related fields.
• Experience designing, implementing, and strengthening accountability and feedback systems in humanitarian and/or development settings.
• Knowledge of Core Humanitarian Standard (CHS), Accountability to Affected Populations (AAP), and data protection principles, including GDPR.
• Strong analytical skills with the ability to interpret feedback and complaints data and translate findings into actionable recommendations.
• Experience managing databases, reporting systems, and data visualization tools.
• Strong organizational, facilitation, and stakeholder coordination skills.
• Experience working with local partners and supporting capacity-strengthening initiatives.
• Advanced proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and reporting tools.
• Strong report-writing, presentation, and communication skills.
• Professional working proficiency in English and fluency in Ukrainian.

Preferred:

• Experience working with complaint and feedback management systems, customer relationship management (CRM) platforms, or data management systems.
• Experience using data analysis and visualization tools such as Power BI, Tableau, Kobo, CommCare, or similar platforms.
• Experience designing and delivering training sessions, facilitating workshops and learning events, and providing coaching and mentoring to staff.

Deadline for submission of applications: 28 July 2026

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.

Mercy Corps is becoming Prosper Global later in 2026! Learn more here.