Chapter Four - HAP International

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The 2008 Humanitarian Accountability Report 14. Muslim Aid Introductory comments: Muslim Aid joined HAP in early 2008 at a time when it was seeking to improve accountability and good practices in the overall management function of the organisation. As a pilot, we have taken two country programmes (Bangladesh and Indonesia) to look at and test compliance to the HAP Standard. Muslim Aid also joined People In Aid at the same time. Our membership of HAP and People In Aid has reinforced our commitment to establishing good practices. Placing beneficiary accountability at the heart of the organisation’s mode of operation is reinforced by the corporate vision Muslim Aid global operation is of diverse nature. Some country offices have a fairly matured programme while others are new and developing; we are also working through partners in various countries. As we learn and grow, practical tools and good practices of accountability to stakeholders are being understood, acknowledged and put into practice across the organisation in a consistent way. Piloting the programmes in Bangladesh and Indonesia with respect to implementing accountability work plans for the year 2008/2009 is providing evidence of good practice that will be used as part of our cross learning to other programmes. Muslim Aid’s increasing experience in the implementation of institutional donor funded projects is also bringing together institutional learning in relation to good accountability practices. HAP’s baseline analysis of Muslim Aid’s HQ was completed towards the end of 2008. The Indonesia country team has just conducted a field level baseline analysis and the report is being compiled. During the past year, Muslim Aid has made progress in understanding and promoting better accountability as well as aligning with the HAP Standard across the two pilot country programmes while streamlining head office based functions in different departments. The Muslim Aid Bangladesh office with the help of the HAP Roving Team progressed in promoting accountability to all stakeholders with particular reference to disaster survivors throughout the emergency phase and recovery interventions of Cyclone Sidr. Cross programme learning is taking place and efforts will be made to expand and diversify our commitment by rolling out initiatives to all programmes. The major challenge is to find time and resources to offer training and skills to all major parts of the organisation as well as to support the partners who are delivering our operations without having regular monitoring and supervisions. Key goal for 2008 Achievements / challenges / lessons learned 2009 objectives 1. Institutional Commitment (Principles 1, 2 & 7) • Ensure inclusion of Accountability Principles into Muslim Aid’s programme, design and implementation. • Preparation of baseline analysis in the Head Office. • Start the development and rolling out of the accountability framework in two country programmes (Bangladesh and Indonesia) as pilot. • Increase understanding of beneficiary accountability. • Baseline analysis at HQ; recommendations are being implemented. Work started to prepare and roll out comprehensive accountability framework and drafting complaints handling procedure. The website was reorganised to demonstrate the commitment of Muslim Aid as per recommendations of baseline report. • Bangladesh Field Office produced a Humanitarian Accountability and Quality Management status report with the support of HAP to capture our work in response to Cyclone Sidr. Staff were trained on complaints handling procedure. • Finalise accountability framework and ensure HAP Standard is incorporated into Muslim Aid operation in 4 countries: Bangladesh, Indonesia, Pakistan, and Sri Lanka. • Establish organisation-wide complaints handling procedures. • Update AWP incorporating the findings of baseline analysis and findings 99 124
THE 2008 HUMANITARIAN ACCOUNTABILITY REPORT 14. Muslim Aid • All early recovery and rehabilitation programmes were designed and implemented involving disaster survivors in a systematic way in all stages of management the response operation in Bangladesh. The capacity of the team has increased significantly in feedback, complaints handling and establishing rapport with the communities. • At the project design and formulation stage, Muslim Aid team/staff consult beneficiaries and keep them involved even during the project implementation stages. In Indonesia, for the UNDP Civil Society Organisations (CSOs), UNICEF wells drilling project, UNDP Aceh Justice Project (AJP) Legal Awareness Raising Campaign (LARC) project, ADB housing project, Multi Donor Fund (MDF)/ World Bank flood mitigation project, the beneficiaries are duly consulted regarding the project objectives. • Beneficiaries’ feedback and lessons learnt are being recorded in periodic progress reports. For institutional donor-funded projects, respective requirements are followed. • In Indonesia, staff have been introduced to the HAP Standard. Two ½ day sessions were held, for developing their understanding on HAP framework, and how to implement it. 2. Accountability in humanitarian action (Principles 3,4,6 & 7) • Two Pilot Country programmes develop appropriate and relevant feedback systems. • Incorporate Accountability Principles into emergency programme management training for emergency workers. • In Bangladesh, the beneficiary accountability and feedback system has been developed and tried through large-scale emergency response and recovery interventions by introducing methodologies of involving disaster survivors and beneficiaries in design and implementation. 100 • Complaints handling system and feedback mechanism will be formally introduced in four countries. • Document lessons learnt and good practice from Bangladesh and Indonesia. 125
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Chapter Four - HAP International

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