Координатор/ка з підзвітності перед громадами (CARM) / Community Accountability Coordinator

Будь ласка, надсилайте свої резюме: Community Accountability Coordinator | Mercy Corps Ukraine

About Mercy Corps:

Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.  

Now, and for the future. 

The Program Summary

Since the escalation of the war in Ukraine in 2022, Mercy Corps has supported more than 1.2 million conflict-affected people in Ukraine and neighboring countries. We have provided humanitarian assistance for people in emergency situations and supported war-affected micro, small, and medium businesses, including farmers and agribusinesses, to recover their business activities. Mercy Corps further supports energy access for communities and businesses while accelerating green recovery, energy resilience, and Ukraine’s transition toward low-carbon, climate-aligned systems through innovation, market-based approaches, and blended financing.

The Position

The Community Accountability (CARM) Coordinator supports the management and implementation of CARM functions at the country mission level and ensures compliance with relevant policies and procedures in the field, under the supervision of the TEQ Director and with support from the Community Accountability Advisor.

Essential Responsibilities

Planning & Implementation

• Ensure that all Mercy Corps projects and programs maintain accessible, operational, and inclusive feedback and complaint channels that are selected based on the preferences, needs, and capacities of community members and program participants.
• Develop, update, and disseminate Information, Education and Communication (IEC) materials that inform communities about Mercy Corps commitments, expected staff conduct, participant rights, and available mechanisms for providing feedback, complaints, suggestions, and reports through CARM.
• In coordination with regional and global accountability colleagues, support the development, adaptation, and periodic revision of Ukraine CARM Standard Operating Procedures (SOPs), including procedures for feedback management, referrals, escalation pathways, and handling complaints unrelated to Mercy Corps or its implementing partners.
• In collaboration with Senior CARM Officers, lead the implementation and monitoring of Ukraine CARM SOPs to ensure that all feedback and complaints are appropriately recorded, categorized, managed, and responded to, including:
  • Timely recording and grading of feedback and updating of CARM database
  • accurate classification and grading of feedback through regular verification and quality assurance processes
  • ensuring appropriate action is taken through internal referral pathways, FAQ guidance, and Case Management Committee decision-making processes, including coordination with implementing partners where required
  • ensuring that all ethics-related reports are immediately and directly escalated in accordance with Mercy Corps policies and procedures;
  • ensuring compliance with global data protection and privacy standards, including GDPR requirements, while confidentially receiving, processing, tracking, storing, and reporting feedback and complaints received through CARM
• Ensure the integration of Community Accountability standards and CARM requirements into program design, implementation, and partner engagement processes.
• Monitor adherence to established response timelines, escalation protocols, and complaint closure standards in accordance with SOPs and internal service standards.

Team Management & Coordination

• Line manage and provide technical supervision to CARM team members, ensuring effective work planning, performance management, regular feedback, and professional development.
• Coordinate the implementation of CARM activities across Mercy Corps Ukraine’s portfolio, ensuring consistency in accountability approaches, reporting standards, and operational processes.
• Facilitate collaboration between the CARM Unit, Program Teams, MEL Unit, Safeguarding personnel, Compliance, Ethics, Operations, and implementing partners to ensure timely and effective management of feedback and complaints.
• Promote a culture of accountability, transparency, learning, and community engagement across the organization.
• Provide oversight and technical support to partner organizations implementing feedback and accountability mechanisms.

Monitoring, Reporting, Learning & Adaptation

• Continuously monitor the effectiveness of the CARM system using agreed indicators and performance metrics, identifying opportunities to improve accessibility, inclusiveness, and responsiveness for conflict-affected and displaced populations.
• Analyze trends, patterns, and root causes in feedback and complaint data to identify programmatic risks, operational challenges, and opportunities for improvement.
• Prepare regular analytical reports, dashboards, and summaries for Senior Management Team (SMT), program teams, regional teams, and global stakeholders.
• Monitor key performance indicators including response timeliness, resolution rates, referral effectiveness, accessibility of channels, and satisfaction with complaint handling processes.
• Work closely with MEL colleagues to integrate community accountability indicators and mechanisms into MEL frameworks, data collection tools, learning agendas, and reporting systems across all programs.
• Facilitate regular reflection, learning, and adaptation sessions with program teams to ensure community feedback informs decision-making and program improvements.
• Conduct periodic reviews of the accessibility, effectiveness, safety, and inclusiveness of feedback channels and recommend adjustments where needed.
• Ensure data quality through regular audits, database reviews, and verification exercises.

Strategy & Planning

• Contribute to Mercy Corps Ukraine’s country strategy by ensuring accountability to affected populations is systematically embedded across the overall portfolio.
• Support proposal development and program design processes by integrating accountability commitments, feedback mechanisms, and community engagement approaches.
• Coordinate with regional and global Community Accountability Advisors to contextualize and apply global Mercy Corps accountability standards and tools within Ukraine.
• Maintain and regularly update accountability resources, SOPs, referral pathways, reporting templates, and operational guidance.

Capacity Strengthening & Technical Support

• Recruit, onboard, coach, and build the capacity of CARM personnel in accordance with established capacity-strengthening plans.
• In coordination with the Human Resources Department, support the integration of Community Accountability and CARM training into the onboarding process for new staff.
• Design and implement capacity-strengthening initiatives for Mercy Corps staff and implementing partners on accountability principles, complaint management, confidentiality requirements, referral pathways, and ethical reporting procedures.
• Develop and adapt training materials, tools, and guidance to strengthen accountability practices across programs and partner organizations.
• Provide ongoing coaching, mentoring, and technical assistance to program teams and partners to strengthen accountability systems and community engagement practices.
• Implement partner capacity-strengthening plans to support organizations transitioning toward the management of their own accountability and feedback systems.
• Promote learning, documentation, and the sharing of best practices and lessons learned related to accountability and feedback management.

Coordination, representation & external engagement

• Represent Mercy Corps in relevant Accountability to Affected Populations (AAP), Community Engagement, Accountability, and Complaint Response coordination forums at national and regional levels.
• Maintain effective relationships with implementing partners, service providers, peer agencies, clusters, and coordination bodies to strengthen accountability and referral mechanisms.
• Support the development and maintenance of external referral pathways and coordination arrangements with relevant stakeholders.
• Contribute to inter-agency learning initiatives, accountability assessments, and coordination efforts as required.
• Promote Mercy Corps accountability approaches and share lessons learned and best practices with internal and external stakeholders.

 Safeguarding responsibilities 

• Actively learn about safeguarding and integrates it into their work, including safeguarding risks and mitigations related to their area of work.
• Practice the values of Mercy Corps including respecting the dignity and well-being of participants and fellow team members.
• Encourage openness and communication in their team; encourage team members to submit reports if they have any concerns using reporting mechanisms, e.g., Integrity Hotline and other options.

Supervisory Responsibility: Senior CARM Officers, CARM Officers

Reports Directly To: TEQ Director

Works Directly With: Programs Directors/Managers, Operations Teams, Ethics/Assurance/Safeguarding, CARM Senior Officers and CARM Officers, Regional and Global CARM team.

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills  

• Bachelor’s degree in Social Sciences, Social Work, Sociology, Psychology, Anthropology, International Development, Public Administration, or a related field.
• At least 5 years of relevant professional experience.
• Previous experience managing staff and/or teams.
• Demonstrated experience in Community Accountability (CARM/AAP), complaint and feedback mechanisms, community engagement, MEL, or related fields.
• Experience designing, implementing, and strengthening accountability and feedback systems in humanitarian and/or development settings.
• Knowledge of Core Humanitarian Standard (CHS), Accountability to Affected Populations (AAP), and data protection principles, including GDPR.
• Strong analytical skills with the ability to interpret feedback and complaints data and translate findings into actionable recommendations.
• Experience managing databases, reporting systems, and data visualization tools.
• Strong organizational, facilitation, and stakeholder coordination skills.
• Experience working with local partners and supporting capacity-strengthening initiatives.
• Advanced proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, and reporting tools.
• Strong report-writing, presentation, and communication skills.
•  Professional working proficiency in English and fluency in Ukrainian.

Preferred:

• Experience working with complaint and feedback management systems, customer relationship management (CRM) platforms, or data management systems.
• Experience using data analysis and visualization tools such as Power BI, Tableau, Kobo, CommCare, or similar platforms.
• Experience designing and delivering training sessions, facilitating workshops and learning events, and providing coaching and mentoring to staff.

Success Factors

The successful Community Accountability (CARM) Coordinator will have excellent communication and interpersonal skills, demonstrated attention to detail, will be committed to working with Mercy Corps stakeholders regardless of race, religion, ethnicity, abilities or gender. S/he will be highly motivated, and capable of working without direct supervision.

Other factors include:

• The ability to work under pressure
• Willingness and ability to quickly learn new information/concepts and implement them
• Strong team player with initiative and positive attitude towards problem solving
• A learning approach to work with excellent capacity building skills
• Attention to detail and patience to double check data results
• Commitment to effective collaboration with partners
• Self-starter, multi-tasker, solution-seeker and innovator

Living Conditions / Environmental Conditions

The position is based in Kyiv, Lviv or Dnipro. During the field trips living conditions will be adjusted to the field conditions. 

Ongoing Learning 

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development. 

Team Engagement and Effectiveness 

Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work.

We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. By applying for this role an applicant confirms that they have not previously violated an employer’s sexual misconduct, sexual exploitation and abuse, child safeguarding or trafficking policy. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Ethics Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]). 

Deadline for submission of applications: 28 July 2026

Тільки попередньо відібрані кандидати будуть запрошені на співбесіду.

Ласкаво запрошуємо осіб з інвалідністю та ветеранів відгукнутись на цю посаду.

Mercy Corps створило робоче місце для працевлаштування осіб з інвалідністю та ветеранів, та належні умови праці для цієї вакансії, але це не обмежує коло осіб, які можуть подаватись на цю вакансію.

Mercy Corps is becoming Prosper Global later in 2026! Learn more here.