Introduction to accountability and the HAP 2007 Standard DATE: LOCATION:

1. Introduction to accountability and the HAP 2007 Standard DATE: LOCATION:

2. Before we start…… Logistics Cell phones Breaks Managing time Language Questions, exploring ideas, joint learning Feedback

3. The Bus Service 1) What do you think happened next? 2) Why do you think situation occurred? 3) How could it be prevented? 4) What are the parallels with the humanitarian work we do? (have you faced similar situation?)

5. Humanitarian Accountability involves… taking account of…. giving account to….. being held to account by….. affected populations. The responsible use of power

6. Quality A quality service or product: responds to and satisfies the needs of intended beneficiaries can be measured in terms of effectiveness, efficiency and impact. Quality therefore is the features of a service or product that make it fit for purpose

7. HAP as an organisation

8. Challenge: how to measure against principles…

10. Benchmark 2 – information sharing

11. Benchmark 2: Information sharing The following information is publicly available to intended beneficiaries, disaster-affected communities, agency staff and other specified stakeholders: (a) organizational background; (b) humanitarian accountability framework; (c) humanitarian plan; (d) progress reports;(e) complaints handling procedures

12. Information is presented in a way that is accessible and comprehensible for beneficiaries and specified stakeholders

13. Disaster-affected communities are informted about thebeneficiary selection criteria and deliverables ? ?

14. “If I learn about the items [in the relief package] it is good for me because if the value of the items is less than my one day’s work I will not go [to the distribution].” Middle-aged man Bagerhat District, Bangladesh after Cyclone Sidr (Jan 2008)

15. The name and contact details of the agency is on all publicly available information. Information about the relevant parts of its structure, including staff roles and responsibilities, is available. “When we see someone doing something we think it is good, but actually we do not know.” Middle-aged man, Bangladeshafter Cyclone Sidr (Jan 2008)

16. Must meet the benchmark themselves Agency Partners / Stakeholders Must have a plan for supporting partners to meet this benchmark Partner Beneficiaries / Stakeholders Agencies working through partners (1)

17. Agencies working through partners (2) May need to ensure information about the agency is passed to beneficaries via its partners Beneficaries Agency Partners

18. Benchmark 3 – participation and informed consent

19. Benchmark 3:The agency shall enable beneficiaries and their representatives to participate in programme decisions and seek their informed consent “If you come here to give us something or not, at least you talk to some of us and ask us what we think” Beneficiary man, Bangladesh, after Cyclone Sidr

20. Specify the processes used to identify intended beneficiaries and their representatives- with specific reference to gender, age, disability and other identifiable vulnerabilities Enable intended beneficiaries and their representatives to participate in project design, implementation, monitoring and evaluation.

21. Must meet the benchmark themselves Agency Partners Must have a plan for supporting partners to address this benchmark Partner Beneficaries Agencies working through partners

22. Benchmark 5 – Complaint Handling

23. Benchmark 5 Establish and implement complaints-handling procedures that are effective, accessible and safe for intended beneficiaries, disaster-affected communities, agency staff, humanitarian partners and other specified bodies

24. Ask intended beneficiaries and the host community about appropriate ways to handle complaints

25. Establish and document complaints-handling procedures These should clearly state: • the right of beneficiaries and other specified stakeholders to file a complaint • the purpose, parameters and limitations of the procedure • the procedure for submitting complaints • the steps taken in processing complaints • confidentiality and non-retaliation policy for complainants • the process for safe referral of complaints that the agency is not equipped to handle • the right to receive a response

26. Ensure that intended beneficiaries, affected communities and its staff understand the complaints-handling procedures

27. Complaints Verify that all complaints received are handled according to the stated procedures

28. Establish and implement an effective and safe complaints handling mechanism for its staff

29. Must meet the benchmark themselves Agency Partners Must have a plan for supporting partners to address this benchmark Partner Beneficaries Agencies working through partners

30. Must identify means for beneficary complaints to be raised directly with them Agency Partners Beneficaries Agencies working through partners

31. Exploring three case studies a) What found interesting / surprising? b) What else would you need to know to decide if the agency is meeting the benchmark?

32. Thinking about the case studies… What would the agency need to do to ensure this good practice is built on and applied to other programmes?

33. Benchmark 1 – Humanitarian Quality Management System

34. Benchmark 1: The agency shall establish a humanitarian quality management system

35. How organisational committments are implemented in practice & are continually improved against.

36. 1.1 Humanitarian Accountability Framework (HAF) • Key quality and accountability committments • Current status • Improvement plan • 1.2 Humanitarian Quality Management System that enables implementation of its HAF • includes policies, guidelines, tools, templates • Identifies who does what • Includes quality assurance

37. Agencies working through partners Must meet the benchmark themselves. Must have informed partners of their Humanitarian Accountability Framework. Must have a strategy for supporting partners to develop theircapacity to comply with the Principles ofAccountability, and Principles of Humanitarian Action

38. Benchmark 4 – Staff Competencies

39. Benchmark 4 – Staff Competencies Determine the competencies, attitudes, and development needs of staff required to implement its humanitarian quality management system.

40. Statement of the competencies and attitudes required from staff • Staff are aware of the humanitarian accountability framework, their relevance and importance in it and their responsibilities in the implementation • System of review for staff - performance, competencies, behaviours and attitudes • Continual staff development to implement the HQMS

41. Agencies working through partners Need to state how it selectspartners, how it monitors partners’performance and what training it provides.

42. Benchmark 6 – Continual Improvement

43. Benchmark 6:Establish a process of continual improvement for its humanitarian accountability framework and humanitarian quality management system

44. Specify processes used for continual improvement • Together with humanitarian partners monitor and evaluate the agreed means to improve the quality of the partnership with respect to the Principles of Accountability and Principles for Humanitarian Action

45. What will you need to do to meet the following benchmarks as part of a project? + Information sharing + Participation + Complaint Handling

46. What are the main strengths or benefits of the HAP Standard? • How can the HAP Standard be improved? (e.g. new benchmarks, language, format, content)

47. Vision Mission Vision: Establish a humanitarian system championing the rights and the dignity of disaster survivors. Mission: To make humanitarian action accountable to its intended beneficiaries through: - self-regulation - compliance verification - certification.