Job Purpose

Under the supervision of the Community Engagement and Accountability (CEA) Team Leader, the CEA
Officer will support the Turkish Red Crescent Society (TRCS) and IFRC ESSN team to enhance the
impact, reach and efficiency of ESSN activities through the integration of CEA activities and approaches
into the ESSN programme. This includes communication with communities, participation and feedback
systems, behaviour and social change communication, and evidence-based advocacy. The CEA Officer
works under the direction and guidance of the IFRC CEA Team Leader. As a member of the CEA team,
he/she will work closely together with the TRCS AAP and other teams such as M&E, Outreach and
Referral, Field, etc.
 
Job Duties and Responsibilities
Technical support to the operation
• Support assessments to be transparent, participatory and accountable, capturing people’s information
needs and trusted and preferred communication channels
• Support TRC ESSN team to integrate community participation in operational planning, design and
implementation
• Provide input to existing feedback mechanisms and advice on improving efficiencies, including
processes to make sure feedback is analysed and acted upon by operational teams
• Provide input on enhancing the communications systems for sharing information with affected people
about Red Cross and Red Crescent services, including selection criteria. • Support the ESSN team to
increase reach and impact by advising TRC on methods to gain a deeper understanding of community
perceptions, beliefs, culture and values and to implement innovative behaviour and social change
communication activities.
• Support TRC to explore ways to involve affected people in assessing the impact of the ESSN response.
• Provide input the processes for TRC that ensure women, children, older people, people with disabilities
and other vulnerable groups have equal access to information channels and feedback mechanisms
particular to their needs, and taking into account any specific protection issues.
• Prepare and update the CEA products on a timely manner (dashboards, rumour tracking bulletins,etc.)
• Other relevant tasks that can be assigned by the Supervisor.
 
Capacity building
• Support the IFRC CEA team leader in providing training and mentoring support to ESSN staff, working
closely at all times with TRCS counterparts.
• Support the review of existing ESSN processes and develop plans to encourage the adoption and
adaptation of Red Cross and Red Crescent Movement tools, methodologies and activities, as defined in
the CEA guide and toolkit.
Coordination, representation and reporting
• Work closely with the IFRC country office to ensure there is consistency and sustainability between CEA
in the ESSN activities and other Turkey programmes.
• Contribute to the coordination of CEA activities and reporting with TRCS and IFRC counterparts.
• Provide input to feedback mechanisms and two-way communication processes and work with TRC
counterparts to ensure they are continued across ESSN activities, with adequate capacity to given for
data analysis.
 • Support ESSN team to include CEA data in existing Information Management systems and platforms so
it can be used to inform decision-making processes at strategic and operational levels.
• Support evidence-based learning by assessing and monitoring levels of community engagement
through research, impact surveys, perception studies and case studies.

 Support the positioning and visibility of Red Cross and Red Crescent CEA achievements and share data
with the wider humanitarian network to inform and influence the overall response.

 
Education

 University degree Social Sciences such as Sociology, Political Science, International Relations, Public
Administration, Communication Sciences,etc.

 
Experience
Required

 At least three years of experience working in community engagement and accountability initiatives,
community-based protection, communication for development or social mobilisation in Turkey for a
humanitarian or development organisation, especially within refuge, asylum and migration contexts,
besides good understanding of refugee protection and knowledge about the stakeholders actively working
in the humanitarian sector in Turkey
 Experience of working as part of a team responding to complex humanitarian emergencies
 Experience in setting up and managing tools for communicating with communities such as radio
programmes, TV shows, SMS systems, community committees, social media accounts, call center
besides preparing surveys and organizing focus group discussions

Desired

 Experience in planning targeted and appropriate behaviour change communication strategies.

 Experience setting up and managing accountability to community systems. For example, feedback and
complaints mechanisms, rumour tracking systems, or participatory planning processes.
 Experience of coaching, training and developing National Society staff and volunteers in order to build
long-term capacity and create ownership.
 Experience working with Red Cross/Red Crescent National Societies.

 
Knowledge, skills and languages
Required

 Good planning skills, with the ability to identify areas for improvements in operations through the
integration of CEA approaches and activities.
 Good understanding of – or training in – current developments in the field of communication with
communities, behavioural and social sciences, or community engagement and accountability, community
media
 Good knowledge of gender and diversity issues
 Team player, with the ability to coordinate and engage others and build good working relationships with
internal and external partners.
 Highly motivated proactive self-starter, able to set and achieve goals using own initiative
 Strong written, presentation, facilitation and training skills.
 Good knowledge of the socio-cultural background of affected populations and capacity to practice political
and cultural sensitivity
 Willing to travel extensively to support field operations.
 Excellent interpersonal, communication and networking skills. 

Desired

 Understanding of and/or experience with Red Cross and Red Crescent National Societies

 
Competencies and values
Languages

 Fluently spoken and written English and Turkish 

Competencies

 Professionalism
 Communications
 Diplomacy and negotiation
 Collaboration and teamwork
 Building alliances
 Accountability Creativity and innovation

The Federation is an equal opportunity employer

Position Description

Location: Poland

Position Status Full time

This position is for 3 months, with the possibility of extension

depending on funding.

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.
PROGRAM/ DEPARTMENT SUMMARY:
Mercy Corps is responding to the Ukraine emergency since military operations
were launched across the country in February 2022. The attacks set off a
wave of displacement internally and into the countries along Ukraine’s
borders. As an organization, Mercy Corps is committed to accountability to all
of our stakeholders, including the people we serve, and to the resources that
are entrusted to us. Mercy Corps takes a participatory approach in engaging
with local communities throughout the program design and implementation. A
Community Accountability Reporting Mechanism (CARM) is an essential part
of Mercy Corps’ commitment to program quality, integrity, and the prevention
of any type of sexual exploitation and abuse, by providing individuals,
organizations, local groups, and other stakeholders a means of raising
questions, ideas, suggestions and complaints with Mercy Corps, through safe
and confidential channels, and to receive a response. In the context of the
Ukraine emergency response, designing and implementing an effective
CARM will play a key role in ensuring that emergency assistance is
responsive to the needs of displaced people, and continuously adapts over
time.

General Position Summary

The Senior Community Accountability Officer is a key team member who will
supervise a team of Community Accountability Officer(s) in a Mercy Corps sub
office/s. In situations where our partners do not have their own community
accountability reporting mechanism, the Senior Officer is responsible for
ensuring that the partner’s staff advertises Mercy Corps CARM channels, and
that all feedback is handled by Mercy Corps Community Accountability
Officers according to agreed internal Standard Operational Procedure (SOPs).
In situations where the partner is working towards establishing their own
community accountability reporting mechanism, the Senior Community
Accountability Officer will be engaged in capacity strengthening activities,
including training and mentoring, in consultation with the Community
Accountability Manager and Partnerships and Cash Officers.

Essential Job Responsibilities

PLANNING AND IMPLEMENTATION
 In new programming locations/communities, with partners, coordinate
community consultations to determine context appropriate feedback channels
and other adaptations to ensure that CARM is accessible, known and trusted
by community members
 In collaboration with Mercy Corps partners pilot IEC materials and key
messages with communities, , to determine adjustments that are required to
ensure intended meaning is communicated
 Ensure the distribution of IEC materials and delivery of key messages that
inform community members on how to use CARM across all programming
locations
 Continuously monitor, review and update program CARM FAQs for the
program area/location in collaboration with the program team
 Supervise the implementation and monitoring of Country CARM Standard
Operating Procedures (SOPs) for how all feedback and complaints are
logged, graded and responded to;
o Ensure timely logging of feedback and daily updating of country CARM
database;
o Ensure correct grading of feedback, through verification of feedback grades;
o Allocate a nominated Community Accountability Officer to handle each piece
of feedback or ‘case’;
o Ensure that appropriate action is taken, through the use of internal referral
pathways, FAQs and decision making by case management committees
(CMC/s), which will involve collaboration with our partners;
o Ensure all Ethics-related reports are immediately and directly escalated to the
HQ Ethics team;
o Ensure that the feedback loop is closed for all feedback/complaints received;
o Ensure compliance of global data protection and privacy standards such as
the General Data Protection Regulation (GDPR/RODO) while confidentially
receiving, following up on, and reporting on CARM feedback received.

MONITORING AND ADAPTATION

 Monitor intervention sites, along with program staff, to ensure that feedback
channels are operational
 Review dashboards reports with the Community Accountability Manager, on
MEL data related to CARM
 Develop, implement and monitor action plans to address weaknesses in
CARM, such as barriers to participation by marginalized groups and average
case closure times

CAPACITY DEVELOPMENT / SHARING

 Onboard, train and mentor Community Accountability Officers, in line with the
capacity development strategy that is established and monitored by the
Community Accountability Advisor and Community Accountability Manager
 Co-implement capacity sharing strategy/plans with all partner organizations
who are transitioning, with Mercy Corps’ support, to managing their own
CARM

SECURITY

 Ensure compliance with Mercy Corps global, regional and Ukraine-response

specific security procedures and policies, as determined by country
leadership;

ORGANIZATIONAL LEARNING

As part of our commitment to organizational learning and in support of our

understanding that learning organizations are more effective, efficient and
relevant to the communities they serve, we expect all team members to
commit 5% of their time to learning activities that benefit Mercy Corps as well
as themselves.

Code of Conduct

 Ensure all field and office-based activities are conducted in full respect to the
humanitarian principles and in an organized and dignified way
 Conduct himself/herself both professionally and personally in such a manner
as to bring credit to Mercy Corps and to not jeopardize its humanitarian
mission.

Accountability
Reports Directly To: Community Accountability Manager.

Line management: Community Accountability Officer/s

 Works Directly With: Program CARM Focal Points, Partnership Officers,
Cash Officers; program Managers and Officers; MEL Team, Operations
Teams and Ethics/ Assurance/ Safeguarding.

Knowledge and Experience

 Required
o Bachelor’s degree in social work, IT, or other relevant fields is preferred.
o At least 3 year of related work experience,
o Experience working with highly vulnerable people is preferred.
o Proven experience in remote data collection, and data management.
o Excellent Computer skills: proficiency in MS Office package, and strong
knowledge of database management is required.
o Fluency in Polish or Ukrainian is required.
 Preferred
o Previous work experience in an international or local Non-Governmental
Organization (NGO) is preferred.
o Proficiency in Ukrainian, or Russian is preferred.

Success Factorsand Transferable Skills

Any skills you have gained through education, volunteer, work, or life
experience that are relevant for the position will be considered. Be sure to fully
explain transferable skills and success factors and how they apply to this
position in your cover letter.

The successful Senior Community Accountability Officer will have good

communication and interpersonal skills, demonstrated attention to details, will
be committed to working long hours, and with Mercy Corps stakeholders
regardless of race, religion, ethnicity, abilities or gender. S/he will be highly
motivated, and capable to work with or without direct supervision. Other
factors include:

 The ability to work under pressure

 Ability to work in a fast-paced emergency response environment and adapt to
the rapidly evolving context as necessary.
 Excellent listening, interpersonal, communication and networking skills; and
the ability to work with diversified populations.
 High level of self-awareness and self-development with the maturity to deal
with constructive feedback.
 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
 Self-starter, multi-tasker, solution-seeker and innovator.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together.
Through our commitment to enriching our organization with people of different
origins, beliefs, backgrounds, and ways of thinking, we are better able to
leverage the collective power of our teams and solve the world’s most
complex challenges. We strive for a culture of trust and respect, where
everyone contributes their perspectives and authentic selves, reaches their
potential as individuals and teams, and collaborates to do the best work of
their lives.

We recognize that diversity and inclusion is a journey, and we are committed

to learning, listening and evolving to become more diverse, equitable and
inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate
discrimination on any basis. We actively seek out diverse backgrounds,
perspectives, and skills so that we can be collectively stronger and have
sustained global impact.

We are committed to providing an environment of respect and psychological

safety where equal employment opportunities are available to all. We do not
engage in or tolerate discrimination on the basis of race, color, gender
identity, gender expression, religion, age, sexual orientation, national or ethnic
origin, disability (including HIV/AIDS status), marital status, military veteran
status or any other protected group in the locations where we work.

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 theInteragency Misconduct Disclosure Scheme. 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 Conduct 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.

How to apply
If you are suitable and interested, please apply at

https://recruiting2.ultipro.com/MER1024MERCY/JobBoard/73f61c45-bf2d-40a0-a97d-
ec87d0f2b3b4/OpportunityDetail?opportunityId=4deca5f9-ac00-4acc-8171-08a92c4ddf3d

Please be aware that only shortlisted candidates will be contacted.

Disclaimer: Mercy Corps is in the process of obtaining its legal registration in Poland and the
offer will be finalized upon registration of the organization.