CARM and MRELA Officer – Border Security Programme

About the role

The CARM and MRELA Officer will lead the design, rollout and continuous improvement of Mercy Corps’ Community Accountability Reporting Mechanism (CARM) for the Border Security Programme (BSP). Reporting to the MRELA Manager, the officer will embed feedback loops into programme management and support broader monitoring, evaluation and learning activities.

Key responsibilities

• Design, test and launch the CARM system, including multiple feedback intake channels (phone, email, community‑based and in‑person).
• Develop standard operating procedures, data‑management protocols and complaint‑handling workflows.
• Manage day‑to‑day intake, processing and follow‑up of beneficiary feedback and complaints.
• Coordinate internal and external referrals and ensure timely resolution of issues.
• Prepare analytical reports with actionable recommendations for programme improvement.
• Support the MRELA team with monitoring, data collection, reporting and learning activities once the CARM system is operational.

Required profile

• Experience in community accountability, monitoring, evaluation or related humanitarian functions.
• Strong understanding of feedback mechanisms and complaint‑handling processes.
• Excellent written and verbal communication skills.
• Ability to work with confidential information and maintain impartiality.
• Familiarity with humanitarian contexts, especially in border security or displacement settings.

Required skills