Chapter Four - HAP International

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5. COAST Trust Accountability Framework is in the final stage of development. This has been prepared in consultation with all levels of staff and also with selected group of member participants, i.e. beneficiaries. 2. Accountability in humanitarian action (Principles 3,4,6 & 7) Set indicators and a detailed plan of implementation according to the HAP Standard A set of definitions of relevant terminology has been synchronized. COAST is in the process of adopting 8 indicators for organisational accountability. The accountability framework and indicators will also be developed for partner organisations through consultation. 3. Monitoring and Evaluation (Principle 5) Establish monitoring system at all levels Annual plan of operation of the organisation was developed through a participatory process and was approved by the Board. Participatory monitoring tools are rolled out, especially in education and social justice sectors. 4. Addressing Complaints (Principle 6) Open communication both for staff, beneficiaries and other stakeholders. COAST has an open communication system for receiving feedback and complaints. The challenge is to develop a formal Complaint and Response procedure that will be followed systematically The 2008 Humanitarian Accountability Report • To draw up and implement an information dissemination plan based on an information disclosure policy. • To develop complaint response procedures and an implementation plan. • In view of these two policies, indicators and strategies will be developed to ensure full integration in other aspects of management, especially in monitoring and terms of references of staff. • To develop and initiate implementation of an integrated monitoring system in view of the accountability framework, with specific focus on information disclosure and complaint handling policies. • To strengthen other areas such as the central section on monitoring, research and development. A complaint handling system will be in place with a roll-out plan 75 100
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 5. COAST Trust Case Study Example: Good practice in humanitarian accountability and quality management – Summary version Election observation process was well appreciated, participation and transparent: For the 9 th Parliamentary election in December 2008, COAST was entrusted to deploy around 5,000 local election observers, supported by a consortium of donors. Election monitoring by local observers is a sensitive issue in Bangladesh and it has to be done with particular attention to participation and transparency. First, COAST submitted all the names and details of possible local observers to the election commission, local officials and also to member of parliament candidates for their review. COAST published those lists in local newspapers and also on the website for public scrutiny. On the basis of this transparent approach, local observers were well accepted by all concerned. COAST followed this process motivated by the Principles of Accountability in all its work. Governance statement and indicators for a credible civil society in Bangladesh: COAST and its partners engage both in the delivery of humanitarian assistance as well as in other programmes and activities that are driven by humanitarian values. For its social justice component and the campaign programme i.e., Equity and Justice Working Group Bangladesh (www.equitybd.org), COAST partnered with other fellow NGOs. NGO governance is a serious political question in the country, affecting the credibility and legitimacy of NGOs. COAST developed a eight-point statement with 49 measurable indicators, which have been accepted as partnership and campaign membership criteria for the programme. There will be continuous self-assessment, monitoring and support to partners in this regard. Partners and campaign members have accepted the process and recognised its benefits. COAST believes that it has been able to develop this statement and the process around it due to its HAP membership and lessons learnt from other members on the application of the HAP Principles of Accountability beyond humanitarian emergency responses. Plans with regard to: undertaking a baseline analysis, a certification audit, or mid term certification review By mid 2009, COAST will set a timeline for certification and schedule a certification audit. Summary / Other comments Provision of humanitarian assistance is one of COAST’s integrated programmes; yet COAST believes that the nature of the organisation is humanitarian and that, in all its activities, it has to be accountable to those it works to help. These people have to be considered active participants in COAST’s programmes, not as mere recipients. Taking this view, COAST considers that the HAP Principles of Accountability have implications for the whole organisation, its programmes and management. 76 101
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Chapter Four - HAP International

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