Position Title: CARM HOTLINE ASSISTANT (FEMALE- MATERNITY COVER)  
Number of Vacancy: 1
Duty Station: Taiz city
Position Category:  Full-time 1    AND   Regular 1    
Duration of Assignment: Limited to a maximum of three months – non-extendable.
Deadline: 09 Nov 2025

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.  

Program / Department Summary  

As an organization, Mercy Corps is committed to preventing all forms of exploitation and abuse, A excellence, and integrity. It gives individuals, organizations, and local groups a means of raising concerns or sharing feedback (positive and negative) with Mercy Corps, independently from program operations. In the context of Yemen, rolling out CARM across the country will ensure that the country.  

General Position Summary: 

The Community Accountability and Reporting Mechanisms (CARM) hotline Assistant is a key position that will assist Mercy Corps’ multi-sector-funded programs in Taiz, Hadhramout, Aden Governorates in Yemen. The CARM hotline assistant will contribute towards the purpose of Mercy Corp’s CARM system to make programs more accountable, transparent, and responsive to community member’s views and needs. The CARM Hotline Assistant manages the Community Accountability Reporting Mechanism (CARM) hotline and toll-free channels, ensuring that feedback, complaints, and reports from community members are received, documented, and escalated appropriately. This role is critical in maintaining trust and accountability between the organization and the communities it serves by providing a safe, confidential, and accessible channel for community feedback. 

Essential Responsibilities: 

Program Implementation:

• Operate the CARM hotline and toll-free channels during designated hours.
• Receive and document feedback, complaints, and reports from community members in a professional, empathetic, and non-judgmental manner.
• Ensure all calls are handled with confidentiality, sensitivity, and respect.
• Accurately logs all feedback and complaints in the CARM database or designated system.
• Categorize and prioritize issues based on predefined Mercy Corps grading criteria and escalate urgent or sensitive cases to the supervisor.
• Provide clear and accurate information to community members about the CARM process, including how their feedback will be used and what follow-up actions they can expect.
• Build trust and rapport with callers by demonstrating active listening and empathy.
• Maintain detailed and organized records of all interactions for reporting and follow-up purposes.
• Validates the received feedback has full details and follow-up with the feedback informant, when necessary, in case there is not enough details or missing information such as (location, names, age, phone number).
• Follow-up complainants for clarifications, collecting further details on complaints, actions taken and verification of actions on resolutions and closure of cases. 
• Participate in regular CARM satisfaction surveys

Coordination and Reporting:

• Collaborate with relevant teams to ensure timely follow-up on complaints and feedback.
• Track the resolution of cases and provide updates to community members as appropriate.
• Assist in compiling regular reports on hotline activity, including trends, common issues, and feedback received.
• Support the analysis of data to identify areas for improvement in programs or services.
• Support the CARM officer in analyzing the CARM suggestions and complaints received and preparing monthly reports
• Contribute to the documentation of CARM lessons learned and success stories.

Team performance

• Actively participate in team tasks to ensure effective performance
• Regularly provide feedback to the team to ensure responsiveness of CARM to changing context and concerns from communities

Logistics:

• Initiate the processing of requisite procurement needs for CARM activities following Mercy Corps’ procurement policies and procedures. 
• Coordinate with program and MEL teams for required logistics to enable joint field activities
• Contribute to CARM requirements in monthly and/or quarterly procurement plans

Security

• Ensure compliance with security procedures and policies as determined by country leadership.
• Keep his/her supervisor, Security Focal Point and Program Manager updated with regard to the security situation, and any security incidents, in the project implementation area.
• Maintain the highest standards of behavior when working with the project beneficiaries. 

SAFEGUARDING RESPONSIBILITIES 

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

Supervisory Responsibility: None.

Accountability 

• Reports directly to: CARM officer
• Works Directly with: Other Program Teams, MEL, Teams. 

Skills and Experience 

• A College qualification in communications, customer care, community development or other related fields
• At least 2 year’s work experience working with communities in roles that include mobilization, monitoring and evaluation, call-center management, and customer care 
• Excellent communication and active listening skills.
• Strong interpersonal skills with the ability to remain calm and professional under pressure.
• Effective multi-tasking and prioritization skills are necessary.
• Good communication skills including knowledge of spoken and written English.
• Good data management skills (collection & analysis)
• Report writing skills. 
• Intermediate computer literacy.
• Good judgment and commitment to adhere to MC policies
• Strong ability to work with and deal with diverse individuals

Success Factors 

Strong ability for maintaining strict confidentiality and security of all feedback received. Ability to build relations and networks with local and international organizations implementing similar sector activities. Ability to take initiative, multi-task and meet deadlines. Demonstrating a high professional standard of work ethics as well as the willingness and ability to enforce compliance with Mercy Corps and donor policies. Strong commitment for teamwork and accountability. Adaptable to evolving and changing environments. Effective written and verbal communications.

Living Conditions / Environmental Conditions

The position is based in Taiz city and it requires up to 0% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited.  Housing for this role is in individual housing and staff will have access to good medical services and the living situation is of a high standard. 

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. 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.
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).

الصون والأخلاق

ميرسي كور تلتزم بضمان المعاملة اللائقة واحترام جميع الأفراد اللذين نتواصل معهم من خلال عملنا, سواء كانوا أعضاء الفريق أو أعضاء المجتمع أو المشاركين في البرامج أو غيرهم.  نحن ملتزمون بالمبادئ الرئيسية المتعلقة بمنع الاستغلال والإساءة الجنسية التي وضعها الأمين العام للأمم المتحدة واللجنة الدائمة للتنسيق بين الوكالات الإنسانية (IASC)، وقد وقعنا على نظام الإفصاح المتبادل بين الجهات الفاعلة في حالة السلوك الغير اللائق. عند التقديم لهذا الدور، يؤكد المتقدم أنه لم ينتهك في السابق سياسة السلوك الجنسي، والاستغلال والإساءة جنسية، صون الأطفال، أو الاتجار بالبشر لأي جهة عمل. ميرسي كور لن تتسامح مع إساءة معاملة الأطفال أو الاستغلال الجنسي أو الإساءة أو التحرش من قبل أو بسبب أعضاء فريقنا. كجزء من التزامنا تجاه توفير بيئة عمل آمنة وشاملة, من المتوقع أن يتصرف أعضاء الفريق بطريقة مهنية, تحترم القوانين والعادات المحلية. والالتزام بسياسات وقيم مدونة قواعد السلوك الخاصة بمنظمة ميرسي كور في جميع الأوقات. كما يتطلب من جميع أعضاء الفريق إكمال دورات التعليم الإلكتروني الإلزامية لقواعد السلوك عند التوظيف وذلك بشكل سنوي.
كمتقدم للوظيفة، إذا كنت قد شهدت أو تعرضت لأي نوع من أنواع السلوك الجنسي الغير لائق خلال عملية التوظيف، يرجى الإبلاغ عن ذلك إلى خط النزاهة في منظمة ميرسي كور (integrityhotline@mercycorps.org).

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.