CARM and MRELA Officer - Border Security Programme (BSP)
AI summary
Mercy Corps is hiring a CARM and MRELA Officer for its FCDO-funded Border Security Programme in Nairobi, Kenya. The role focuses on designing and implementing a Community Accountability Reporting Mechanism, managing beneficiary feedback and complaints, and supporting monitoring, reporting, evaluation, learning and adaptation activities. The position offers a phased workload, starting with CARM system roll-out before expanding to broader MRELA support.
- Lead design and roll-out of the CARM system for the Border Security Programme
- Manage day-to-day beneficiary feedback intake, processing and follow-up
- Prepare analytical reports with actionable programme improvement recommendations
- Phased workload: initial CARM setup then broader MRELA team support
- Reports to the MRELA Manager within a global humanitarian organization
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- PreferredPractical evidence in security, internship, segurancaThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- PreferredCV evidence that matches CARM and MRELA Officer - Border Security Programme (BSP)Use the summary and description to highlight related achievements.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest CARM and MRELA Officer - Border Security Programme (BSP) evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Mercy Corps and the role in Nairobi.
- Add concrete examples related to security, internship, seguranca, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Impactpool Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Impactpool Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this CARM and MRELA Officer - Border Security Programme (BSP) role in security, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Mercy Corps before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
Description
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 seeking a CARM and MRELA Officer for the FCDO-funded Border Security Programme (BSP). Irregular migration and associated criminal activity in East Africa remain a complex and escalating challenge which leads to significant exploitation of vulnerable people on the move. The planned Border Security Programme will take a multifaceted approach – integrating ‘prevention’, ‘prepare/protect’ and ‘pursue’. An important purpose of this programme is to support the pursuit of human traffickers and smugglers who are exploiting vulnerable populations on the move. Initial interventions will take place in the Kenya border regions, with planned and phased expansion to Uganda, Ethiopia and possibly Somalia border areas.
General Position Summary
Mercy Corps is committed to preventing all forms of exploitation and abuse that may arise in connection with its programmes. A Community Accountability Reporting Mechanism (CARM) is a central expression of this commitment and provides individuals, organisations, and community groups with a safe, confidential, and accessible means of raising concerns or sharing feedback with Mercy Corps, independently of programme operations.
Reporting to the programme’s Monitoring, Reporting, Evaluation, Learning and Adaptation (MRELA) Manager, the CARM and MRELA Officer is responsible for establishing, maintaining, and continuously strengthening the programme's community accountability system. The post-holder manages day-to-day feedback mechanisms including the intake, processing, and follow-up of beneficiary feedback and complaints, and builds a structured feedback loop into adaptive programme management. The CARM and MRELA Officer leads the design and implementation of CARM for the BSP, coordinates internal and external referrals, and prepares analytical reports with actionable recommendations for programme improvement.
This role has a phased workload profile. In the programme's initial period, the CARM and MRELA Officer effort will be concentrated on the establishment, roll-out, and embedding of the CARM system. Once the CARM system is fully operational and processes are institutionalised, the CARM and MRELA Officer will have capacity to provide broader support to the MRELA team, contributing to monitoring, data collection, reporting, and learning activities as directed by the MRELA Manager.
Essential Job
Responsibilities
- CARM SYSTEM DESIGN AND IMPLEMENTATION
- Lead the design, testing, and roll-out of the CARM system for BSP, including feedback intake channels (telephone, email, community-based and in-person mechanisms), standard operating procedures (SOPs), data management systems, and complaint-handling workflows.
- Communicate and disseminate CARM policies, SOPs, and feedback channel information to programme participants, programme staff, partners, and other stakeholders in accessible and culturally appropriate formats.
- Ensure all feedback channels guarantee strict confidentiality to protect the privacy and safety of complainants, informants, subjects of feedback, and any witnesses, in line with Mercy Corps' CARM policy and data protection standards.
- Regularly assess the effectiveness and accessibility of all feedback channels, including those operated by partners, by evaluating community-level awareness and uptake at appropriate intervals; incorporate findings into revised approaches.
- Develop programme-specific strategies to ensure beneficiaries, communities, partners, and stakeholders are informed about available CARM channels throughout the programme cycle, with a clear division of
- across teams.
- Organise periodic CARM technical review meetings to discuss emerging issues, review system performance, and adapt the mechanism based on field evidence and stakeholder input.
- Ensure the visibility and accessibility of the CARM system across the organisation, partner network, and target communities.
- Follow up with relevant stakeholders on agreed system corrections, adjustments, and action points, in coordination with programme management.
- DATA MANAGEMENT, ANALYSIS, AND REPORTING
- Lead data entry and management in the CARM database, ensuring data accuracy, completeness, and timeliness; maintain up-to-date records of all feedback received and actions taken in response.
- Manage centralised telephone-based and email feedback mechanisms, ensuring timely intake, categorisation, and routing of all feedback received.
- Conduct regular analysis of feedback data to identify trends, systemic issues, and areas for programme improvement; develop appropriate response and action plans in coordination with relevant staff.
- Manage internal and external referrals arising from feedback and complaints, ensuring appropriate follow-up, closure, and documentation in accordance with Mercy Corps' CARM and safeguarding policies.
- Prepare monthly CARM dashboards and quarterly reports summarising key themes, trends, volumes, response timelines, and actions taken
- Ensure reports are shared with programme leadership, the MRELA Manager, Programme CARM Focal Points, the CARM Community of Practice, programme managers and teams, and the donor as required.
- Ensure feedback is responded to in a timely and effective manner, and that appropriate actions are taken and documented to address issues raised by participants, communities, partners, and stakeholders.
- Provide feedback to the beneficiaries and stakeholders accordingly, whenever
- Support the MRELA and programme teams in utilising CARM data and analysis to inform learning, adaptive management decisions, and programme design.
- CAPACITY BUILDING & TRAINING
- Develop CARM training modules and materials that build the understanding and skills of programme staff and partners on the purpose, procedures, and importance of community accountability and feedback mechanisms.
- Conduct training and awareness sessions for staff and partners to ensure effective CARM implementation, consistent data collection, and appropriate response to feedback.
- Work with programme staff and implementing partners to ensure CARM is embedded in programme activities and that feedback is collected, recorded, and acted upon
- Promote compliance with Core Humanitarian Standard (CHS) commitments and quality criteria across programme activities; support staff and partners in understanding and applying CHS principles.
- INTERNAL AND EXTERNAL COORDINATION