CARM & MRELA Officer

About the role

The CARM & MRELA Officer will lead the Complaints and Response Mechanism (CARM) and the Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) functions for Mercy Corps' FCDO‑funded Border Security Programme in Kenya. This role ensures that complaints are handled transparently, program performance is rigorously tracked, and lessons are integrated to improve interventions against irregular migration and human trafficking.

Key responsibilities

• Design, implement and maintain the CARM framework, ensuring timely, confidential, and effective response to all complaints.
• Coordinate with field teams to collect, analyse and verify data for monitoring and evaluation activities.
• Develop MRELA tools, indicators and reporting templates aligned with FCDO requirements.
• Produce regular monitoring reports, evaluation briefs and learning notes for internal and donor audiences.
• Facilitate learning workshops and adapt programme strategies based on evidence and feedback.
• Support investigations and referrals related to human trafficking and smuggling cases.

Required profile

• University degree in International Development, Social Sciences, Public Health, Human Rights or a related field.
• Proven experience in managing complaints mechanisms and M&E processes within humanitarian or development programmes.
• Familiarity with migration, border security and human trafficking contexts in East Africa.
• Strong analytical mindset and ability to produce clear, evidence‑based reports.
• Excellent communication skills in English; knowledge of local languages is an asset.

Required skills