Description :BackgroundMercy Corps is committed to ensuring accountability to affected populations through effective, accessible, and culturally appropriate Complaint, Feedback, and Response Mechanisms, known internally as the Community Accountability Reporting Mechanism (CARM). Under the ongoing emergency response project in Herat province, Mercy Corps is establishing a temporary CARM Helpdesk in the Herat Returnees Camp to receive and respond to community feedback and complaints, and to share essential information about the Mercy Corps services. To facilitate access for both men and women in this culturally sensitive context, Mercy Corps seeks to recruit a CARM Helpdesk Couple (one male, one female) to ensure inclusive coverage and to strengthen community trust and participation in our programming.The CARM Helpdesk Couple will support the establishment and daily operation of the CARM helpdesk in the returnees’ camp. They will provide information to the community about Mercy Corps services, and receive, document, and refer feedback and complaints in a respectful and confidential manner, in line with Mercy Corps’ CARM Standard Operating Procedures (SOPs).Essential Responsibilities: * Community Engagement and Feedback Collection
Operate the CARM Helpdesk during working hours in the returnees’ camp.
Act as the first point of contact for individuals wishing to share feedback, complaints, or suggestions.
Provide clear, accurate, and consistent information about Mercy Corps’ services, activities, and targeting criteria.
Ensure respectful and culturally appropriate interaction with all community members, including women, children, older persons, and marginalized groups.
Documentation and Referral
Log all feedback, complaints, and requests for information using CARM-approved tools/forms.
Categorize feedback appropriately (e.g., information request, complaint, suggestion, safeguarding concern).
Refer feedback to relevant program or technical teams for action, and support timely follow-up.
Information Sharing and Awareness
Share information with new arrivals and existing camp residents about available Mercy Corps services and how to access them.
Use IEC materials and verbal messaging to increase community awareness about CARM and available channels.
Respond to questions from the community based on approved talking points and information sheets.
Record frequently asked questions and share trends with the CARM Coordinator.
Safeguarding and Confidentiality
Maintain the confidentiality of complainants, especially in cases involving safeguarding or sensitive concerns.
Provide private spaces or safe arrangements to allow community members to report concerns discreetly.
Coordination and Reporting
Submit daily or weekly reports to the CARM Coordinator, including summaries of community feedback and information shared.
Participate in coordination meetings with the CARM and MEL teams.
Highlight any urgent or sensitive feedback immediately for appropriate escalation.
