CARM & MRELA Officer – Community Accountability & Monitoring

About the role

Mercy Corps is seeking a dedicated officer to lead the design, implementation and management of a Community Accountability Reporting Mechanism (CARM) and support Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) activities for the UK‑funded Border Security Programme in Kenya.

Key responsibilities

• Design, test and roll‑out the CARM system across programme sites, ensuring confidentiality and accessibility for beneficiaries.
• Manage day‑to‑day feedback processes, including intake, triage, referral and follow‑up of complaints and suggestions.
• Integrate feedback loops into programme decision‑making and adaptive management.
• Coordinate internal and external referrals, maintaining clear documentation and reporting.
• Prepare analytical reports with actionable recommendations for programme improvement.
• Support the MRELA team with data collection, monitoring, reporting and learning activities once the CARM system is operational.

Required profile

• Proven experience in establishing community feedback or accountability mechanisms in humanitarian or development contexts.
• Strong understanding of monitoring, evaluation, learning and adaptation processes.
• Excellent analytical and report‑writing skills, with the ability to translate feedback into programmatic recommendations.
• Ability to work collaboratively with diverse stakeholders, including beneficiaries, partners and programme staff.

Required skills