11. Notes on Feedback Handling Mechanism

By Paul Gol
March 2008.

What?
The Feedback Handling and Response procedures provide step by step on what can be done in different circumstances when stakeholders raise complaints or concerns about Tearfund staff or about Tearfund’s humanitarian action. They clarify roles and channels of communication available in such circumstances. Documentation of concerns is also important to ensure reference and full implementation.

Why?
The purpose of this procedure is to provide a clear, consistent and accessible means of addressing concerns about staff and the services provided by Tearfund. These procedures ensure prompt response to concerns raised. They would also facilitate compliance with prescribed standards and rights of beneficiaries and to improve on programme performance.

Complainants for example may not come forward unless they trust the agency to an extent that it will take the issue seriously and protect him/her from potential reprisal. The agency members of staff need to create an environment, culture and related systems that promote trust among both staff and between the staff and the local community.

The procedures for giving feedback or raising concerns need to be accessible to all. Language, age, gender, physical ability, faith, level of literacy, culture or job role should not hinder access to the mechanisms. For those women and children who have an impairment or disability it is essential that they have a means of being heard and that lack of mobility or verbal communication does not exclude them.

Mechanisms such as suggestion boxes should be put in place through wide consultation so that anonymous concerns can be made. In addition other measures need to be developed so that those who are not literate can also raise concerns, e.g. Establishing a system of beneficiary advocates.

Note
It is particularly important that, where the complainant is a beneficiary, the staff member or the accountability focal point receiving the complaint considers whether the beneficiary has immediate needs requiring attention.

Recording of information
Information (concerns or feedback) that is referred to via this mechanism needs to be as clear as possible. It may be used in subsequent disciplinary actions against a staff or for programme improvement and adjustments hence the need to make a detailed record, including:
~The nature of the concern or feedback.
~A description of events (If applicable).
~An accurate account of what was said by the stakeholder in his/her own words.
~Any observations made by staff member or designated Beneficiary Accountability focal point receiving the concern of feedback.
~Time, location and dates given.
~Whether any one else knows or has been given the information or are affected by the concern.

Procedures for making/receiving a concern or feedback.
It is the responsibility of the staff member, designated Beneficiary Accountability focal point or the Beneficiary Reference Group to solicit for concerns and feedback from stakeholders and to report via the process outlined in the procedures proposed as follows:

1. The main point of contact should a member of BRG, local community structure or a designated Beneficiary Accountability (BA) focal point at the community level.

2. If the stakeholder genuinely believes that s/he would be victimised or s/he has no confidence in the above to respond appropriately to the concern, then the concern should be raised directly with the team leader (Area Co-ordinator) or designated project Accountability focal point at the field level.

3. In exceptional circumstances, the complaint could also be made to the shurah (Local Community Council) or the Community Development council if the beneficiary or complainant genuinely believes that raising the matter directly with the agency representatives would not be effective, or could result in victimization, or if s/he has already disclosed the matter to the agency but no effective action has been taken.

4. It is good practice that the concern should be recorded. This can be in a log book and should be signed and dated. The staff or BA designated focal point must ensure that the individual who raises a concern is informed of the Tearfund’s policy on confidentiality and the right to speak out and to receive feedback.

5. Once a concern is made to BRG member or BA focal point who receives the information he/she should immediately report it to Accountability Focal Point or the Area Co-ordinator.

6. Once a concern is received the Area Co-ordinator or his/her appointee will consider the appropriate steps to take, including the initiation of preliminary inquiry or provide a response immediately.

7. Any inquiry that is undertaken must be completed and findings shared. In the event that a concern does not warrant a full investigation, the project may nonetheless be asked to take a number of steps to address concerns in other ways, (for example, addressing matters of poor practice via training or a change in procedures).

8. Finally the stakeholder must be given feedback at a maximum two weeks from the date the complaint was lodged.


For further information contact:
Paul Gol, Accountability Officer,
E-mail:dmt-afghan-ao@tearfund.org