Chapter Four - HAP International

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8. DanChurchAid (DCA) • DCA website(s) updated to include Humanitarian Accountability Statements and the DCA Framework. • DCA anti-corruption policy and annual corruption reports made publicly available. Uganda, Congo. DCA highlighted the theme with its (non ACT) partners in Bangladesh, Burma/Myanmar and Zimbabwe. • Posters developed in local languages in Zimbabwe. • DCA India annual report as template for DCA regional office accountability reporting to annual partner platforms. • DCA transparency on own staff salary levels. 3. Participation and Informed Consent (Principles 3 & 4) DCA staff members understand accountability benchmarks and work with partners to adhere to them. Trainings and refresher courses (on Sphere and the Good Enough Guide) on needs assessment, beneficiary targeting, and monitoring conducted. Lessons learned: on placement of water sources, size of kitchen gardens in Zimbabwe, type of rice distributed in Burma/Myanmar, differentiation of beneficiary group required in India. Protection training for Sudanese refugees from Kakuma was empowering, but they faced problems when they returned to Sudan. 4. Staff Competencies Mapping of existing competencies and strengthening of skills where needed. • Test completed for the Humanitarian Response Unit. • Mandatory introduction session for all staff on SPHERE, Code of Conduct and HAP. • Rules for behaviour applicable for staff being developed by the HR Unit. The 2008 Humanitarian Accountability Report documents, posters and listings on the DCA websites: organisational set up, programmes/projects, funding base, achievements and complaint-handling systems. Targeted training on accountability and HAP Standard to DCA staff and partners will make DCA staff confident, improving roll out of DCA’s obligations under HAP to partners, and thus from partners to beneficiaries. • HAP theme introduced in Employee Development Reviews for middle level managers in International Department and Humanitarian Response unit. Commitments made in EDR sessions to HAP 2009 activities. • Humanitarian Response team members’ Sphere refresher training in 2009. • New HR system whereby new staff “sign up” accountability commitments. 83 108
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 8. DanChurchAid (DCA) 5. Complaints and Response Mechanisms (Principle 6) • Pilot studies in Malawi and Angola • An internet based complaint system for all DCA stakeholders developed • Baseline study in Malawi completed with intensive involvement of local communities. Study followed by community sensitisation meetings and consultations with all stakeholders. • The draft Angola Complaint system is still not completed. The goal is to develop a generic system for all Humanitarian Mine Action Programmes. • Cambodia will develop a complaint mechanism with Lutheran World Federation (input from CARE International.) • DCA partner in Bangladesh had to revise their complaint system when the system was swamped with irrelevant complaints about marriage proposals, etc. • Lengthy process in DCA HQ, Board and Regional Offices prior to launch of web-based complaint system. System has been approved in late February 2009 and will be launched in March 2009. Lessons learned: the consultations process about Complaints Handling Systems takes much longer time than anticipated. All stakeholders have relevant input that needs considering before the launch of the complaint handling system. 6. Continuous Improvement (Principles 5 & 7) • Targeted training for DCA humanitarian response staff as per findings from HAP audits. • Systematic lessons learned exchange through Humanitarian Response unit meetings, Programme Forum, Partner platform meetings and ACT. • The HAP “To complain or not to complain” study was discussed to 1) prioritise attention of the issue of sexual abuse and exploitation in humanitarian response; and 2) to understand the impact of a complaints mechanism • DCA Tsunami evaluation on significant changes in local communities undertaken. 84 • Findings from complaint pilot studies in Malawi and Angola analysed and lessons learned passed on. • Pilot projects in Ethiopia and Cambodia will be formed based on Malawi/Angola findings. • Launch web-based complaint system with a 2009 pilot phase. • DCA programme/ partner/ACT platforms are the venue for exchange of lessons learned. • Highlight learning from DCA Malawi and DCA Angola complaints • Major findings from Zimbabwe food assistance evaluation will be debated. 109
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Chapter Four - HAP International

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