CARM and MRELA Officer – Border Security Programme

About the role

The CARM and MRELA Officer will lead the design, implementation and continuous improvement of the Community Accountability Reporting Mechanism (CARM) for Mercy Corps' Border Security Programme (BSP). This role ensures that beneficiary feedback and complaints are captured, processed and used to adapt programme activities across Kenya and, later, Uganda, Ethiopia and Somalia.

Key responsibilities

• Lead design, testing and roll‑out of the CARM system for BSP, including establishing feedback channels (telephone, email, community‑based and in‑person).
• Develop and maintain standard operating procedures, data management protocols and reporting templates for CARM.
• Manage day‑to‑day intake, processing and follow‑up of beneficiary feedback and complaints, ensuring timely referrals to internal and external partners.
• Prepare analytical reports with actionable recommendations for programme improvement and feed findings into adaptive management.
• Support the Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) team by contributing to data collection, monitoring dashboards and learning activities once the CARM system is operational.

Required profile

• Experience in designing and implementing community accountability or feedback mechanisms in humanitarian or development programmes.
• Strong understanding of monitoring, evaluation and learning processes.
• Ability to work in a multi‑country, multi‑stakeholder environment, particularly in East Africa.
• Excellent analytical and report‑writing skills.
• Commitment to safeguarding and preventing exploitation and abuse.

Required skills

• Design and implementation of feedback systems
• Standard operating procedures development
• Data management and analysis
• Report writing and presentation