Chapter Four - HAP International

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The 2008 Humanitarian Accountability Report 6. Concern Introductory comments: Concern is committed to programme quality and part of the process to improve the process is integrating the HAP Standard into our well-established management systems. This report is against the progress made following the baseline analysis findings at headquarters in February 2008. The main focus areas in 2008 were: completing a Humanitarian Accountability Framework; developing a Complaints and Response Mechanism; improving quality assurance by integrating the HAP Standard into PM&E and PCMS guidelines; agreeing a plan for baseline analysis in all Concern fields in 2009. Not all of these activities were achieved in full in 2008; however, they form a basis for an-going and improving Accountability work plan. 1. A humanitarian quality management system (Principles 1, 2, 5 & 7) Conduct baseline analysis at headquarters and in one country of operation Baseline analysis conducted by HAP in Dublin and in Kenya. Overall findings concluded that Concern has a good quality management system, but that quality assurance needs to be strengthened. • Train identified staff to carry out baseline analyses in all Concern countries of operation followed by accountability workplans in light of findings of the baseline. • Introduce and develop an understanding of HAP Principles with partner organisations Develop a Humanitarian Accountability Framework (HAF) at headquarters It was decided to introduce, and field test, the draft HAF in countries of operation with any necessary revisions made based on feedback from staff before finalising the HAF • Complete HAF at HQ level with approval from Senior Management. In light of baseline analysis findings at HQ, integrate HAP Standard into PM&E guidelines PM&E guidelines include guidance on humanitarian standards. Challenge: ensuring that all systems, particularly PCMS, interlink with one another so that they are understood and are quality assured. • Embedding the PM&E guidelines at HQ and countries of operation • Finalise the integration of HAP Standard into PCMS 2. Information, Communication, Transparency (Principle 3) Develop guidelines on the Programme Participant Protection Policy (P4) guidelines on raising awareness of beneficiaries about programme activities, the conduct expected of Concern and partner staff and the beneficiaries’ right to complain. • Draft P4 Guidelines complete • Challenges are quality assurance that the P4 guidelines are understood and being followed by Concern and partner staff • Workshop on complaint handling in March 2009 for identified countries who have, or are in the process of, developing a CRM and gather information on lessons learned. • Incorporate information needs into the PCMS 3. Participation and Informed Consent (Principles 3 & 4) As part of baseline analyses in countries of operation, establish Concern’s status with regard to systems and implementation at field level of accountability to beneficiaries Baseline analysis highlighted the need to strengthen quality assurance particularly in respect of participation and provision of information • Integration of HAP Standard into PCMS • Embedding the PM&E guidelines in all countries of operation 77 102
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 6. Concern 4. Staff Competencies Develop competency framework, which will help define the behaviours we need to be successful and effective in our day-to-day work. A series of focus groups and one to one interviews with a range of staff took place across the organisation. In addition, all staff had the opportunity to contribute through an on-line survey. • Introduce the competency framework with guidelines 5. Complaints and Response Mechanisms (Principle 6) Incorporate Benchmark 5 of the HAP Standard into the P4 guidelines, which include raising awareness amongst beneficiaries and communities about programme, the conduct expected of all Concern staff and partners and their right to complain. In light of the baseline analysis in Dublin, draft P4 guidelines including complaint and response procedure completed. • Conduct workshops on P4 and complaint and response mechanisms (CRMs) for countries that require guidance on how to set up CRMs. Disseminate lessons learned and case studies from workshop held in March 2009. • Review pilot CRM in Bangladesh, Cambodia and Zambia following lessons learned from CRM workshop in March 2009. • Pakistan to pilot CRM. • Review draft P4 guidelines. 6. Continuous Improvement (Principles 5 & 7) Further embed a culture of learning throughout Concern The main achievement has been the launch of the Knowledge base, which provides staff with access to organisational repository of information. Managers, desk officers and advisers at HQ are now holding country programme reviews annually. • Improvements to the emergency review process and key policy documents such as the PCMS. Additionally, country level emergency programme reviews are planned. • Meta evaluations 2004-2008 with distillation of key issues Plans with regard to: undertaking a baseline analysis, a certification audit, or mid term certification review Conduct 4 workshops in 2009 on baseline analysis in host countries; where relevant, staff from neighbouring countries will also attend to gain hands-on experience on how to undertake a baseline analysis of their respective programmes. This is with a view to have all Concern country programmes undertaking a baseline analysis by the end of 2009. Progress in / highlights from the field (if not otherwise covered above) Pakistan has developed a CRM, which is in line with HAP Standard and, in the course of 2009, will pilot the CRM in a programme area where Concern is directly operational. Lessons learned will be documented and tracked and these will then be applied when the CRM extends to other programme areas. 78 103
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Chapter Four - HAP International

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