CARM HELPDESK ASSISTANT (Mahram Sharihya couples). Husband and wife, Father & Daughter, Brother & sister) (Service Contractor)

Kandahar
Contract
Full-time

1 month ago

Description :Essential Responsibilities:

Operate the CARM Helpdesk during working hours in the returnees’ camps, distribution sites, and project intervention sites
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.
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.
Facilitate safe and ethical referrals of safeguarding and protection cases by obtaining informed consent and ensuring confidentiality and dignity.
Monitor project activities in the field using safeguarding and protection checklists to ensure safe and inclusive implementation.

Document findings and submit monitoring reports to the Safeguarding team for action and improvement. * 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 / GESI Coordinator.
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.
Submit daily or weekly reports to the CARM / GESI Coordinator, including summaries of community feedback and information shared.
Participate in coordination meetings with the CARM, MEL and Safeguarding teams.
Highlight any urgent or sensitive feedback immediately for appropriate escalation.

Accountability to Participants and StakeholdersMercy 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

Must be a male-female couple, preferably married or close relatives ( Mahram-ul-Shariyah), able to work together at the same station.
Baccalaureate (12 grade ) Bachelor is preferred
1 to 2 years’ experience of working for development organizations, preferably humanitarian with refugees.
Experience of working with groups most affected by discrimination and inequality.
Experience of establishing and/or managing Feedback and Reporting Mechanisms would be an asset.
Fluency in Dari and Pashto; basic English is an asset.
Good interpersonal and communication skills.
Experience working with communities or NGOs preferred.
Basic literacy skills and ability to complete reporting forms accurately.
Commitment to accountability, humanitarian principles, and ethical behavior.

Success FactorsDefine the specific behavior and attitudes critical to success in the position at time of hire and as it develops over time in paragraph form (soft skills).Ongoing LearningIn 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.Diversity, Equity & InclusionAchieving 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 OpportunityMercy 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 & EthicsMercy 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 Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct e-learning 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 (integrityhotline@mercycorps.org).ساتنه او اخلاقمرسي کورپس ژمن دی چې ډاډ ترلاسه کړي چې ټول هغه کسان چې موږ د خپل کار له لارې اړیکه ونیسو، که د ټیم غړي، د ټولنې غړي، د پروګرام ګډون کوونکي یا نور، د درناوي او وقار سره چلند کیږي. موږ د جنسي استحصال او ناوړه ګټه اخیستنې د مخنیوي اصلي اصولو ته ژمن یو چې د ملګرو ملتونو د عمومي منشي او IASC لخوا ترتیب شوي او د اداري فساد افشا کولو سکیم ته یې لاسلیک کړی. د دې رول لپاره غوښتنلیک ورکولو سره یو غوښتونکی تاییدوي چې دوی دمخه د ګمارونکي جنسي ناوړه چلند، جنسي استحصال او ناوړه ګټه اخیستنې، د ماشومانو د ساتنې یا قاچاق کولو پالیسي څخه سرغړونه نه ده کړې. موږ به د خپل ټیم غړو یا د ماشومانو ناوړه ګټه اخیستنه، جنسي استحصال، ناوړه ګټه اخیستنه، یا ځورونې ونه زغمو. د خوندي او ټول شموله کاري چاپیریال لپاره زموږ د ژمنې د یوې برخې په توګه، د ټیم غړو څخه تمه کیږي چې خپل ځان په مسلکي ډول ترسره کړي، د سیمه ایزو قوانینو او دودونو درناوی وکړي، او هر وخت د مرسي کورپس د چلند پالیسیو او ارزښتونو پیروي وکړي. د ټیم غړي اړ دي چې د اجباري چلند کوډ د بریښنایی زده کړې کورسونه په کرایه او کلني اساس بشپړ کړي. د یو غوښتونکي په توګه، که تاسو د استخدام پروسې په جریان کې د کوم ډول جنسي ناوړه چلند شاهد یاست یا تجربه کوئ، مهرباني وکړئ دا د (integrityhotline@mercycorps.org) ته راپور کړئ.

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