Chapter Four - HAP International

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The 2008 Humanitarian Accountability Report 7. Church World Service Pakistan/Afghanistan In the relief distribution to the earthquake-affected communities, a printed beneficiary card with all the details of the items to be distributed was handed out to beneficiaries. 3. Monitoring and Evaluation (Principle 5) M&E team to independently visit the field and provide feedback to management. Issues such as delays in implementation of the schemes or distribution were reported and addressed. • To strengthen the M&E department through exposure and trainings for Real Time Evaluation. • Establish a Q&A department to ensure the quality of our service. 4. Addressing Complaints (Principle 6) • To establish a Consumer Complaint Centre in the earthquake affected area of District Mansehra (2007/2008) • To strengthen internal complaint handling systems. • The Centre was established in June 2007. Approximately 650 complaints were registered during the first 6 months. Complaints were sent to the relevant departments and NGOs to seek remedies. • A component of lodging a complaint by the staff is part of the Operation Manual and the process for handling the complaint or grievance is detailed. • A number of complaints from the field were received through our M&E teams and the management took appropriate action to address them on a priority basis. To adopt a policy that would enable us to have an inbuilt complaints handling system in similar new initiatives Case Study Example: Good practice in humanitarian accountability and quality management – Summary version CWS-P/A working through their partner, Strengthening Participatory Organisation (SPO) Distribution sites visited in Spayzandi, Warchoom: Union Council Khawas, District Ziarat Prior to the earthquake, local disaster response volunteer teams had already been identified and trained by SPO. These local volunteers and SPO emergency response teams reacted quickly to the disaster and undertook swift assessments while beginning their beneficiary selection processes within hours of arrival. The rollout of CWS winterised tents and food items to the affected areas are near completion. Disaster survivors outside of CWS-P/A & SPO distribution sites have reportedly said: ‘You can take 10 of the other tents distributed and give us one of your winterized tents.’ (Field Update Baluchistan EQ 2008 by HAP field staff (Dated: 15 November, 2008) 81 106
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 7. Church World Service Pakistan/Afghanistan Plans with regard to: undertaking a baseline analysis, a certification audit, or mid term certification review CWS Pakistan/Afghanistan will apply for certification before August 2009. Progress in / highlights from the field (if not otherwise covered above) CWS-P/A in partnership with two local NGOs, Punjab Lok Sujag and Bedari, opened a Consumer Complaint Centre by the name of MCH (Mansehra Consumer Helpline) with the sole purpose holding the service providers (governmental and non-governmental) accountable to the beneficiaries in an effective and efficient manner. The project was initiated in June 2007 with a total of 650 complaints being filed within the first six months. A detailed report, its objectives and achievements are available in “Accountability in Humanitarian Work”. This publication, along with two others is available on our partner’s website: www.bedari.org.pk. Summary / other comments CWS-P/A is fully committed to the principles of accountability and transparency at all levels of interventions and expects the same from its partners. CWS- P/A has made a commitment to the New Emergency Policy (NEP) and is making efforts to apply the HAP Principles of Accountability from the outset of all new humanitarian emergencies. The recent earthquake in Baluchistan provided us with an opportunity to implement the HAP Principles of Accountability, learn from the challenges and ensure quality assistance to the affected communities. 8. DanChurchAid (DCA) Introductory comments: DCA was certified by HAP in June 2008. The DCA Humanitarian Framework prioritised the minor non-compliances in the certification as 2008-2010 action points. For most DCA staff, the issue of accountability (and how to realise it) is well known; complaint handling still presents a relatively new approach. Key goal for 2008 Achievements / challenges / lessons learned 2009 objectives 1. A humanitarian quality management system (Principles 1, 2, 5 & 7) DCA’s Humanitarian Quality Management System (HQMS) known and respected. DCA HQMS was rolled out, but has to be revised given development certification. HQMS descriptions for all decentralised regional offices and HMA offices. (DCA Malawi model for use by all.) 2. Information, Communication, Transparency (Principle 3) • Non-disclosure policy developed and disseminated. • HAP presentations and discussions at different ACT fora meetings in Malawi, Ethiopia, South Sudan, DCA regional offices will work to communicate more transparently via publicly available 82 107
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Chapter Four - HAP International

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