Complaints and Response Systems Workshop
Purpose: This workshop is designed to help participants identify the users of a complaints system and the barriers users face when reporting complaints. Designed as a set of interactive sessions delivered over a three or four-day period, this workshop enables participants to identify practical issues in the design and operation of an effective complaints system and how to handle complex complaints, such as allegations of sexual exploitation and abuse. It will help participants in drafting a plan for setting up a complaint-handling system in their own operational context with the engagement of beneficiaries and other stakeholders.
Intended Audience: The workshop is oriented towards organisations that are committed to setting up a CRS as part of their accountability framework or are preparing for HAP certification. It is aimed at mid-level and senior staff with designated responsibility for designing and implementing CRS in their programme area. Participants demonstrate a commitment to protect disaster survivors from sexual exploitation and abuse, have basic knowledge of humanitarian accountability issues and practical experience of working in humanitarian response.
Topics: Some of the topics to be covered during the workshop include:
- Why complaints handling constitutes an essential part of an accountability framework
- Factors that represent barriers to complaining and ways in which these can be addressed
- What constitutes an effective complaints and response system which is safe, confidential, transparent and accessible
- How to define valid complaints and the scope and parameters of complaint handling systems
- What and how to communicate with potential complainants
- Methods for engaging with communities and other stakeholders in developing appropriate complaint-handling systems
- Steps in setting up a complaint-handling system
|
Price Guide: Sole Agency Workshop
|
|
Swiss francs
|
Members
|
Non-members
|
|
Standard rate
|
10,000
|
20,000
|
|
Small agency rate
|
5,000
|
10,000
|
|
Price Guide: Multi-agency Workshop
|
|
Swiss francs
per participant
|
Members
|
Non-members
|
|
Standard rate
|
1,000
|
2,000
|
|
Small agency rate
|
500
|
1,000
|
For more details on this service and other services provided by HAP, please see the HAP Services and Price Guide Booklet.
Back to services list
.jpg)
Mr Gareth Thomas, UK Minister of State for the Department of International Development, speaking at the launch of the Guide to the HAP Standard in London, May 2008
"If you are just very transparent to them [the community] and give them a clear picture about what the project does and what is going on then they will just accept and be grateful...If you just tell them the truth and what you have at that time in hand. If what you have is little just put in front of them, tell them "I have just this much of things and I need only five people [to be chosen for the beneficiary list] so you select your own people."
Anna-Maria Aliaro lives in Korr, North Kenya, where Tearfund ran a programme from June 2006 to October 2007 in response to the drought.
