Senior CARM Officer at Mercy Corps Uganda

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The Senior CARM Officer will lead CARM implementation within the Uganda portfolio, dividing his/her time between the continued establishment, maintenance, management, and adaptation of CARM implementation in existing programs and the rollout of CARM into additional programs. Working with the program and MEL teams, in coordination as needed with different supporting departments, s/he would manage and support the adaptation of CARM strategy and work plans, focusing on CARM rollout and maintenance. This includes the creation and regular updating of program-specific CARM plans and country-level standard operating procedures (SOPs), the management of the central CARM database and follow up to ensure appropriate response and close out of all cases, production of country-level monthly analysis reports and program-level donor reports on CARM, and the production and development of training plans and awareness materials for staff from both programs and supporting departments on administering Mercy Corps’ accountability framework in communities.

The position is based in Kampala but will require regular field visits to conduct training sessions and CARM check-ups.


Overseeing feedback received and feedback channels

  • Weekly reviews of program databases
    • Reviewing and correcting grading of cases
    • Following up on delays in resolution of cases
    • Ensuring proper documentation of cases
  • Receive feedback of grade 4-6
    • Entry into confidential cases
    • Referral of feedback to appropriate escalation point
    • Follow up on resolution of cases
  • Monitor toll-free line and WhatsApp line
    • Receiving toll-free line reports and attending regular check-ins with toll-free line provider
    • Daily checking of WhatsApp line
    • Logging any feedback received and passing on to relevant focal points
  • Oversee toll-free line contract
    • Review usefulness of toll-free line as the contract nears its end
    • Assess whether it has been worthwhile and whether it is necessary to continue
  • Maintain confidentiality at all times

CARM capacity building

  • Support program CARM focal points
    • Address any questions they may have
    • Ensure databases are functioning correctly (including supporting a switch to Microsoft 365 from Google Sheets)
    • Review IEC materials and other CARM communication documents
    • Design additional CARM resources as needed
    • Conduct field visits and CARM assessments of program offices
  • Conduct CARM training
    • Ensure new staff members are made aware of CARM
    • Attend program start-up workshops to give an introduction to CARM
    • Train new focal points
    • Conduct regular training for program and partner staff
    • Raise awareness of CARM throughout the Uganda team
  • Ensure CARM is included in program planning
    • Work with Finance to ensure every program has a CARM budget
    • Remain involved in program design to ensure that the global minimum standards of CARM are met in the program
    • Support focal points in assessing partners and writing CARM plans
    • Create CARM databases for new programs
    • Attend grant management meetings to give an update of CARM throughout the program
    • Review CARM elements of new SOPs

Communication of CARM to other team members

  • CARM reporting
    • Complete PAQ questionnaires sent by HQ
    • Download monthly dashboards on Power BI for country CARM info (to send to SLT) and program CARM info (to send to PM and focal point)
  • Remain active in the COPs
    • Attend regular check-ins with Africa Anglophone Regional CARM advisor
    • Attend Africa Anglophone Regional COP meetings
    • Attend global CARM office hours where possible

Support of Internal Risks Department

  • Support the training of internal risk and safeguarding
    • Ensure new staff are orientated on MC policies on fraud, corruption, and safeguarding
    • Conduct safeguarding training with the support of program teams as required (new programs/ regular review/ when there’s been a lot of new staff)

Representation and Coordination

Represent Mercy Corps at any health and safety related coordination meetings and stay abreast of government and international strategies and initiatives.


REPORTS DIRECTLY TO: Director of Programs

WORKS DIRECTLY WITH: Program Managers, Program CARM focal points, Program MEL leads, Program teams, Regional CARM Advisor, Global CARM team.


  • BS/BA degree or similar in relevant field
  • 3 years related work experience, preferably in the NGO field
  • Strong communication skills
  • Proven experience in safeguarding or similar investigations including a strong understanding of the need for confidentiality
  • Proven experience in data collection and analysis
  • Proven experience drafting SOPs or other accountability structures
  • Strong organisational and capacity building skills
  • Proven experience conducing presentations and/ or training
  • Good interpersonal skills

Application closes on 18th October.

Click Here to Apply

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