Mercy Corps
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Communications & Knowledge Management Officer (Limited Duration Employment)

Job Description and Requirements

Position Description

Location:                           Amman, Jordan

Position Status:                Full time - Limited Duration Employment

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 has been working with vulnerable populations in Jordan since 2003. Mercy Corps Jordan (MCJ) operates with an experienced team of staff and partners who are supported and led by a Country Team based in Amman that ensures consistent, technical and quality driven programming. Mercy Corps implements a range of activities aimed at supporting positive coping strategies by addressing the basic needs of vulnerable families while strengthening opportunities to generate income and increasing access to livelihoods. Mercy Corps Jordan focuses on (1) Humanitarian Response and Protection: providing humanitarian assistance to conflict affected and vulnerable populations to meet basic needs, maintain human dignity and facilitate self-empowerment. (2) Community Strengthening: working with young people to address their diverse needs, promoting leadership and linkages with civil society, as well as promoting reconciliation and fostering trust across community divisions by strengthening conflict management and prevention mechanisms and enhancing social cohesion. (3) Economic Opportunities and Resource Management: supporting income generating opportunities that transition individuals and households from financial dependency towards financial independence while facilitating market-system approaches; and improve energy and water use efficiency and good governance through infrastructure development and community engagement.

General Position Summary

The Communications and Knowledge Management (Comms & KM) Officer will work collaboratively with program staff to collect, package, store and disseminate information / knowledge through both internal and external channels. S/he will support the maintenance and uptake of the Mercy Corps Jordan Office filing system and other trackers by ensuring the information is accurate and up to date.

S/he will be the lead for Mercy Corps’ Khabrona.Info digital suite of platforms which include a facebook page, website, and mobile app with the goal of meeting refugees’ pressing need for reliable information. Khabrona.Info is in transition from being a part of a single program to being utilized as a strategic communications tool for several program. The priority for this 6 month role will be to build relationships with key stakeholders, develop and maintain a content plan, disseminate creative content, and interpret analytics - kickstarting the flow of information through the various platforms. S/he will ensure information presented across all Khabrona.Info platforms is consistent, up to date, and aligned with the content strategy and appropriate for publication. The Comms & KM Officer will collaborate and assess further synergies with the Community Accountability Reporting Mechanism (CARM), Mercy Corps Jordan’s beneficiary feedback and complaints platform, as appropriate, especially related to internal and external service mapping.

Essential Duties and Responsibilities


  • Help coordinate content creation for external and internal communication platforms (program factsheets, articles, posts, etc)
  • Assist with translation / Arabic content as needed
  • Support trip logistics when high-level visitors come to Jordan


  • Support in Khabrona.Info strategy refresh and development of process flow
  • In collaboration with information focal points, create and maintain a content calendar for all channels
  • Update ‘About Khabrona’ information on all platforms: work closely with focal points from programs and partners to draft content about Khabrona which reflects the refreshed strategic direction
  • Gather, vet, condense and otherwise organize content delivered from information focal points and partners for dissemination through Khabrona.Info channels
  • Regularly generate ideas for new content: research and create written, photo and video content for Khabrona.Info channels
  • Manage and enter content for the Khabrona.Info channels into content management systems
  • Manage Khabrona.Info advertising and community management on Khabrona.Info’s Facebook page
  • Develop a monthly analytics report: extract and analyze quantitative and qualitative data from Khabrona.Info channels to track activity and trending topics and inform wider conversations around refugees
  • Represent and/or promote Khabrona.Info in interactions with partners and beneficiaries


  • Maintain key trackers including the New Business & Active Grants Tracker, Working Group Tracking and others
  • Schedule, take notes and disseminate action points from Grant Management Meetings including kick off and 90-day closeout meetings
  • Support in maintaining the Jordan office filing system: onboard program teams at program start, ensure files are complete and archived at program close, ensure office-wide resource folders (Country Office Docs & Resources / Policies & Forms) are up to date and organized, maintain the MC Jordan digital research library.

Organizational Learning 

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

Accountability to Beneficiaries

Mercy Corps team members are expected to support all efforts toward accountability, specifically
to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Supervisory Responsibility: volunteers/moderators

Reports Directly to: Knowledge Management and Communications Advisor

Works Directly with: Program Managers, Information focal points, Communication focal points, Filing focal points, M&E officers/assistants, CARM Coordinator & Officer, Signpost Global Team.

Knowledge and Experience

  • BA/BS or equivalent experience in journalism, Social media, communications, knowledge/information management and/or other relevant field.
  • More than 3 years of communications, reporting, writing and/or editing experience, including for online platforms and social media.
  • Experience with content management systems (CMS) and Facebook functions (posting, live chat, analytics, insights, ads budgeting/targeting)
  • Video production and photo skills and advantage. Willingness to learn required.
  • Excellent oral and written English skills required.
  • High levels of tolerance for ambiguity.
  • Ability to learn quickly and proactively seek out information, assesses trends/developments, and builds relationships across diverse actors and contexts.
  • Ability to work well within a team and independently, in a challenging, fast-paced, multi-cultural environment.
  • Ability to adapt journalistic ethics to a humanitarian context.
  • Familiarity with humanitarian principles; familiarity with refugee and migration issues in Jordan
  • Experience in Adobe Suite and Google Suite preferred

Success Factors

The successful Communications and Knowledge Management Officer is extremely proactive, detail-oriented and organized. S/he values accurate and error-free reporting. S/he is self-directed and reliably completes tasks. S/he is diplomatic and able to work with a range of peers to gather and verify information. S/he is tech- and social media-savvy and quick to learn new tools. S/he has a strong commitment to teamwork and accountability and regularly seeks opportunities for collaboration. S/he thrives in evolving and ambiguous environments.