CBI-TWIG

Mapping of Accountability to Affected Populations systems & approaches

This aim of this mapping exercise is to get an overview of the approaches and systems that CBI TWIG partners use in order to fulfil obligations to be accountable to the affected populations that we serve, and to understand which approaches are effective, which are less so, and where there might be gaps that need to be filled. This mapping exercise will inform the development of a guidance document on good practice in AAP in CBI in the Turkey refugee response.

For the purpose of this exercise the key areas of AAP are:

  1. Information provision:a programmes should provide accurate, timely and accessible information to affected people about its assistance. Information provided should be able to be clearly understood by everyone, irrespective of their age, gender or other characteristics.
  2. Consultation: a programmeshould seek the views of all segments of the affected population and invite feedback throughout each stage of the project cycle.
  3. Complaints and feedback mechanisms: a programme should provide means for affected people to voice complaints and provide feedback on areas relevant to operations in a safe and dignified manner. A formal complaints and feedback mechanism should include established procedures for recording, referring, taking action and providing feedback to the complainant.

Agency / Information Provision
List media you use to provide information, and what information is provided through each medium? / Consultation
At what stages were affected populations consulted, how and on what issues?
Was this used to inform decision making? / Complaints & Feedback
What mechanisms do you have in place for collecting, recording, referring and responding to complaints/feedback? Do you have a formalised system with and SOP? / Which areas are working well? / What would you improve & where are the gaps?
Example NGO / Text message: distribution details (time, place, identification documents required); to inform of monthly card upload; to inform of any changes in participating shop details.
Leaflets: distributed through 3 community centres (AntepHatay) to inform on e-voucher assistance, including eligibility criteria and process (example attached) / Design:affected population consulted on preferred contracted shops to be included on e-voucher system
Implementation & monitoring:FGDs conducted on an ad hoc basis to identify challenges in implementation; PDMs carried out with key accountability Qs included
Evaluation:FGDs and KIIs conducted with beneficiaries as part of internal evaluation. / Collecting: 2 hotlines (AntepHatay); complaints boxes in 3 community centres
Recording: Standard template (attached) for recording complaints & feedback
Referring (for complaints only): Complaints are referred internally where required.
Responding (for complaints only): FAQs provided to hotline operators for instant response where possible; responsible manager responds to referred complaint within 7 days, response is recorded on template referred to above.
No formal complaint handing SOP in place / Text messages: good way to get key messages to all beneficiaries / Areas to improve:
only ad hoc consultations and no formalised way to feed results into programming (same with feedback collected)
Gaps: No complaints SOP outlining referral for different complaint categories; leaflets not sufficient way to reach broader affected population
Design:
Implementation & monitoring:
Evaluation: / Collecting:
Recording:
Referring
Responding

*Please, as far as is possible, attach examples of SOPs, templates, leaflets etc referred to in the above table

Addition support notes

Further (but not exhaustive)list of initiatives that could come under each area…

  • Information provision:leaflets/posters; message boards in prominent places; text messages; social media (FB, twitter etc); utilising local community groups; TV/radio/newspapers; field staff.
  • Consultation: focus group discussions (FGDs); programme steering committees; key informant interviews (KII); community consultation meetings.
  • Complaints and feedback mechanisms: hotline; complaints boxes; helpdesks; monitoring FB pages; FAQs; complaints handing SOPs (your own and others established by affected population).