Chapter Four - HAP International

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The 2008 Humanitarian Accountability Report 6. Concern Before extending the CRM to other programme areas, discussions with partner organisations will take place with a view to agreeing with them on the Principle of Addressing Complaints. Summary / Other comments The baseline analysis has been a useful means of identifying any gaps in quality management commitments at HQ level and in the field, where the commitments are applied. The exercise was also a platform for explaining the HAP Standard to Concern and partners’ staff. 7. Church World Service Pakistan/Afghanistan Introductory comments: Church World Service Pakistan/Afghanistan (CWS-P/A) became a Full Member of HAP in April 2008. Over the past few years, the regions covered by CWS P/A have faced various disasters and CWS P/A has responded to these while keeping humanitarian quality and accountability a priority. Throughout our operations, we attempt to maintain the norms of quality and accountability. Our stance on accountability is reflected in the following statement: ‘we hold ourselves accountable to both those we seek to assist and those from whom we accept resources’. During 2007 and 2008, CWS-P/A made a special effort to further promote accountability to ensure good practices in humanitarian response and was successfully able to institutionalise the HAP Standard. In the process, CWS-P/A has shared information with internal senior and second line management with respect to the HAP Standard by providing information packages and training, including with support from the HAP staff in Islamabad, Pakistan. The projects are designed and implemented in keeping with the HAP Standard, the Sphere, ISO, USAID and other standards in order to render quality services to the communities we serve. Key goal for 2008 Achievements / challenges / lessons learned 2009 objectives 1. Institutional Commitment (Principles 1, 2 & 7) • Apply for full membership of HAP. • Conduct HAP Orientation secessions for all senior management and coordinators, at the field level and for implementing partners • Hire a HAP focal person, build his/her capacity to lead the process of incorporating the HAP Standard in order to meet the basic requirement to qualify for certification • Establish Consumer Complaint procedure through a local partner with the objective to promote Accountability in Humanitarian Work. • Full HAP membership in April 2008 allowing eligibility to attend GA and other consultative meetings and to also be a part of decision-making mechanism. • Conducted a one-day HAP Orientation session for all managers and coordinators; the session was facilitated by the HAP Pakistan team and the training was held at CWS-P/A Islamabad office. An orientation package was then distributed to all relevant staff. • Focal person hired and attended a HAP training workshop in Islamabad focusing on the six benchmarks of the HAP Standard. • Focus on developing a HAF with the support of key persons before the baseline analysis is conducted. • Currently preparing for and will undertake a baseline analysis by May 2009. • Apply for and achieve HAP certification by August 2009. • CWS will attend the HAP General Assembly and take part in accountability training and HAP meetings at national and international level • From the lessons learned, will replicate ideas wherever possible to promote accountability 79 104
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 7. Church World Service Pakistan/Afghanistan • One day orientation session for all the team leaders and deputy team leaders of all the programmes involved in emergency relief and recovery. The CWS-P/A focal person conducted the session. • A Centre was established in June 2007 in Mansehra by the name of MCH (Mansehra Consumer Helpline) which was implemented by our local partner “Bedari” and was funded by CWS-P/A 2. Accountability in humanitarian action (Principles 3,4,6 & 7) Continue to promote beneficiary participation in project planning and implementation and decision making through three refugee committees and to promote the same practice in all other programmes • The three refugee committees were actively involved at all levels. A new livelihood project for the refugees was launched in October 2008 through a consultative process; active involvement of these committees provided positive results. Quarterly meetings were held with stakeholders as complement to other means of communication. • Complaints are lodged by beneficiaries, through the refugee committees and are handled by management in conjunction with the refugee committees. Lesson Learned: With active involvement of the community or their representatives a sense of ownership develops which is essential for the growth and sustainability of the project. Communication: ‘Recovery delayed, recovery denied’ – A CWS-P/A publication which looks into a wider level of accountability at a national level on the mechanisms of support provided to the earthquake affected areas of Pakistan. The publication focuses on aid delivery by various service providers, and identifies gaps as well as recommendations in some areas. 80 • Continue to involve key stakeholders in our refugee programme and expand and improve this approach in other programmes and emergency responses using innovative approaches. • Institutionalise the approach of involving beneficiaries in monitoring and evaluation processes. 105
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Chapter Four - HAP International

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