Session Objectives

1. SC Accountability to Beneficiaries System Emergency Response and Recovery Program (ERRP), Pakistan Monitoring, Evaluation Accountability and Learning (MEAL) UnitEmergency Response and Recovery ProgramPakistan

2. Session Objectives • To provide an overview of: • Complaint and Feedback System for Program Beneficiaries • Key Achievements and few examples from field • Challenges and Lessons Learned

3. System Development • Save the Children’s Malakand Response Program designed and piloted Complaint and Feedback System in 2009-2010. After successful piloting of this system, it was replicated in three districts of emergency response. • This complaint and response system was channeled through:   • Hotline Numbers listed on program ‘Site Standards’ posters, posted in both temporary and permanent program delivery sites • Proactively soliciting and collecting beneficiary complaint and feedback on a Complaint and Feedback Form • Resolving Complaints in close coordination with Field Program Teams • Maintain Database of Complaints and Feedbacks for learning and improving program quality

4. Scaling Up Accountability to Beneficiaries System - Floods Response 2010 and 2011 • SC launched its largest ever emergency response for flood affected communities in2010. To ensure accountability to beneficiaries and designing programs which truly address the needs of affected communities, SC involved affected communities at the onset of the emergency response by: • Consulting Affected Communitiesthrough our field staff • Undertaking Needs Assessmentswith affected communities • Establishing Complaint and Feedback Mechanism in the start

5. Example of Community Site Standard Health/Nutrition Program The following are standards for Save the Children Health and Nutrition interventions; The health facility staff should treat all people equally and with respect and dignity. There should be no discrimination on the grounds of age, sex, cultural group or any other reason. Staff should not be physically or verbally abusive to patients or other staff members. Under no circumstances should staff ask patients for financial incentives, personal favours in exchange for medical services/Food Supplements or medication. All staff must adhere to clinic working hours. Likewise, staff have the right to refuse treatment if patients are physically or verbally abusive to staff. Staff will not work under the influence of drugs, or be in possession of, illegal substances. All information regarding patients’ conditions will be treated in strict confidence. All staff will take professional responsibility for the resources they have been given. Clinic buildings and equipment will be maintained. No vehicles, furniture, equipment and or drugs will be used for any purposes outside that of their intended use. All patients and staff have the right to report on a member of staff who breaks one of these rules. You can register your complaint/feedbackat the following phone number to improve the quality of services and the program. Contact Number XXXX-XXXXXXX Timings9am to 5pm (Monday to Friday) All reports will be treated in confidence.

6. Public Displays of Community Standards Accountability Panaflex at Cash for Work Site Accountability Panaflex at SC supported Health Facility Accountability Panaflex at a chicken Shop – Food Vouchers Program FSL Accountability Panaflex at Food Distribution Site

7. Examples of Complaints Received and Resolved • Serious Complaint • A School Management Committee Chairman from District Jacobabad called on the accountability number and shared that during school rehabilitation the vendor is involved in embezzlement as he delivers lesser quantity material than the quantity mentioned on the receiving signed by SMC. • The Complaint was followed by MEAL team in adherence to the complaint handling protocols and it was found valid after investigation. The relevant sector responded upon by following the decision recommended by the investigation committee. The vendor was called and warning was issued to him. • Regular Complaint • A complainant from Muzaffargarh shared that an under construction water channel is not of good quality and design as the slope was made in such a way that it results in the flow of water in backward direction and as a result the water flows back to the river instead of going to the fields.” After on-site verification it was confirmed that due to mistake of mason (skilled labor) slope was constructed incorrectly and it was communicated to the beneficiary that this will be rectified within the next three days.

8. Key Achievements Accountability to Beneficiaries systems is functional at all 12 ERRPtarget districts Statistics reveal a significant increase in responses shared by community members/beneficiaries during 2011(4085 responses) as compared to 2010 (345 responses) Program and MEAL teams’ joint efforts has resulted in considerable improvements in responses shared by women and children (17%female,12%children in December,2011). Analysis of Complaints and Feedbacks is shared with program teams on monthly basis Serious complaints are promptly shared directly with field/Islamabad management to ensure transparency and immediate actions. A comprehensive information flow structure is in place to address such complaints Lessons Learned

9. Key Achievements – 2011 Response Summary Lessons Learned

10. Challenges • A feeling emerged among some newly hired staff members that the Complaints and FeedbackSystem is not ‘Accountability to Beneficiaries’ but ‘scrutiny of SC staff members’ • The rapid expansion of emergency program resulting in induction of a large number of new staff members (the team grew from 200 to 2000 in emergency response 2010) thus posing orientation and training challenges • The complaint and feedback received needed verification of information processes which required time and energies of already over burdened field program staff Lessons Learned

11. Questions and Answers