amman chs exchange · amman chs exchange 2019 1 one hundred participants from more than 15...
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MAKING AID WORK BETTER FOR PEOPLE
AMMAN CHS EXCHANGE CONFERENCE REPORT 2-3 July 2019
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TABLE OF CONTENT
Introduction 1
Exploring the key Humanitarian Issues in the Region 2
The role of the CHS in the MENA region 4
OrganisationalperspectivesonusingtheCHStodrivechange 5
FindingsolutionstomeetthemostchallengingCHSCommitments 7
Commitment 3 - Humanitarian response strengthens local capacities and avoids negative effects 7
Commitment 4 - Humanitarian response is based on n communication, participation and feedback 10
Commitment 5 - Complaints are welcomed and addressed 12
Commitment 8 - Staff are supported to do their job effectively, and are treated fairly and equitably 14
Closing remarks 16
© Isalmic Relief Worldwide/CHS Alliance
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1Amman CHS Exchange 2019
Onehundredparticipantsfrommorethan15countriesgatheredinJordanon2-3July2019 for a conference dedicated to exploring how the Core Humanitarian Standard onQualityandAccountability(CHS)canmakeaidworkbetterforpeopleincrisis.
The Amman CHS Exchange, hosted by the CHS Alliance and Islamic Relief Worldwide, broughttogetherrepresentativesfrom50nationalandinternationalhumanitarianordevelopmentorganisationsworkingintheregionandgloballytodiscusshowtheCoreHumanitarianStandardis“ADriverofChange”.
Organisationsrepresentedincluded22CHSAlliancemembers.Amongthem,eightorganisationsarecertifiedagainsttheCHS(IslamicRelief,Tearfund,DanishRefugeeCouncil, Dan Church Aid, Norwegian Church Aid, Finn Church Aid, Oxfam, Medair), oneisindependentlyverifiedorganisation(ActionAid),and11areself-assessed(ACTED,ActionAidKenya,CAREInternational,IRC,IRW,Medair,Diakomia,Malteser,Johanniter,Oxfam,PlanInternational).
TheAmmanCHSExchangewasdesignedforlearningandtosharegoodpracticeonapplyingtheCHS.Whenweusetheninecommitments,webetterassistpeoplewhohavebeenaffectedbycrisis.
Weacknowledgetheexcellentsupportofthesteeringcommittee,withrepresentativesfromCHSAlliance,IslamicReliefWorldwide/JordanandDisasterEmergencyCommittee.Thisreportsummarisesthemaintakeawaysoftheevent.
INTRODUCTION
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EXPLORING THE KEY HUMANITARIAN ISSUES IN THE REGION
“It has never been more important than now to apply the CHS Standard” – Panos Moumtsiz
ParticipantswerewelcomedbyIslamicReliefJordanCountryDirector,Elsadig Elnour Kabbashi,whohighlightedtheopportunityprovidedbythislearningevent.“Together,wewillsharethoughtsonhowthesestandardscandrivechangeatdifferentlevelsintermsofqualityofhumanitarianaiddelivery,andwhatwecollectivelycandotomeettheCHSCommitments”hesaid.
Panos Moumtzis,UnitedNationsAssistantSecretary-General,RegionalHumanitarianCoordinatorfortheSyriacrisis,deliveredaninspiringkeynotespeechthatmadethelink between the humanitarian principles the CHS embodies and the importance of bringingthestandarddowntofieldlevel.
Elsadig Elnour Kabbashi, Opening Session | © Isalmic Relief Worldwide/CHS Alliance
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3Amman CHS Exchange 2019
Heremindedtheparticipantsthathumanitarianworkisaquestionofdignityandrespect,andthattheCHSisthe“benchmark”forthis.HehighlightedtheneedtotakeprotectionextremelyseriouslyandtakeactionbyensuringCodeofConductandcomplaintsmechanismsareinplace.Staffmustbeawareofandtrainedonthese.
“Today’sgatheringismusictomyearsandIamproudtobepartofthemovementthattriestoshapeaid,”saidMoumtzis.“Weareheretobringforwardinthebestpossiblewaystheaidtoaffectedpopulation.TheCHSStandardsshouldbeappliedbyeveryoneinthesector.
“‘HowdowebringtheCHStothefield?’Therearetechnicalstandards,likeinwaterandsanitation,oreconomicsecurity.Butweshouldalsorememberaboutthemoralstandards,whichareoftenaboutourvalues.
“CHShastobelikeaguidebook,oneveryone’sdeskandusedbyall.That’stheminimumwewanttoadhereto.It’sthepracticalpartthathelpstoguidetheassistanceweareplanningandeachclustershouldtakeownershipforit”.
Tanya Wood,ExecutiveDirector of the CHS Alliance, closed the session by challengingeveryoneintheroom to work together to keepraisingthestandard.“None of this happens by accident.Itcomesfromputtinginplaceaccountabilityprocessesatanorganizationallevel.TheCHSisthetooltodothis.”
Panos Moumtsiz, Opening Session | © Isalmic Relief Worldwide/CHS Alliance
Tanya Wood, Opening Session | © Isalmic Relief Worldwide/CHS Alliance
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4 Amman CHS Exchange 2019
How well do we know the Core Humanitarian Standard?Aninitialpolloftheparticipantsrevealedthat77%ofrespondentssaidtheirorganisationhasworkedwiththeCoreHumanitarianStandard,forexampledoingaverificationorsomethingelserelatedtoimplementingthestandard.Morethanhalf(59%)havebeeninvolvedindividuallywiththeCHSAlliance,forexample,participatingintraining,webinarsorevents.
TheresponsestoaCHSquizdemonstratedanimpressivelevelofawarenessaboutthestandardamongparticipants.
THE ROLE OF THE CHS IN THE MENA REGION
© Isalmic Relief Worldwide/CHS Alliance
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5Amman CHS Exchange 2019
ORGANISATIONAL PERSPECTIVES ON USING THE CHS TO DRIVE CHANGE
How can the Core Humanitarian Standard (CHS) drive change in the region?
A panel, facilitated by Bonaventure Sokpoh,HeadofPolicy,AdvocacyandLearning,CHSAlliance,discussedtherolestandardscanplayinimprovingaiddeliveryfororganisations.
The panellists were:
• Mindy Abraham,DeputyCountryDirector,MedairLebanon,wholeadtheMédaircertificationprocessatcountrylevel
• Shabel Firuz,ProgrammeImpact&LearningManager,IslamicReliefWorldwide,wholeadtheircertificationprocessattheheadquarters
• Amani Salah,HeadofHumanitarianFinancingUnitOCHAJordan,whoisresponsiblefortheCountry-BasedPoolFundinJordan.
ThespeakershighlightedthealignmentoftheCHSwiththeirorganisationalvalues,suchasdignityandaccountability.TheydiscussedtheimportanceofengagingseniorstafftodemonstratehowaidorganisationscanleadthedrivetosupporttheCHS.
ShabelFiruzsaid:“Commonunderstandingofexpectedstandardsisimportant…Thedrivetowardqualityandaccountabilityisunderpinnedbytheorganisationalvaluesandbackedupbyfullbuy-infromtheseniormanagement.”
“TheCHShastriggeredawake-upcalltobemoreintentionaloncommunicatingpolicieswithstaff,”saidMindyAbraham.
OntheissueofCHSverification,anumberofadvantageswerehighlightedtoorganisationswhohavegonethroughoneoftheprocesses.Theseincludedbetterconnectionbetweentheheadquarters,countryprogrammesandpartners;thecollectionofgoodpractices;andthesystematicapplicationofpoliciesontheground.
Mandatedbyhumanitarianprinciples,OCHAiscommittedtoensurethatitspartnersapplytheCHSsaidAmaniSalah.
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6 Amman CHS Exchange 2019
Participantsraisedanddiscussedtheimportanceof:
• theadherenceofthedonorstotheCHStoencourageitsapplicationwhilemakingsurethatthestandardtrulyservespeopleincrisis(inotherwordskeeping the CHS from becoming just another compliance check)
• thelearningandimprovementaspect
• thechallengesofcertificationagainsttheCHSinpartnerships
• thechallengesofgettingnationalandlocalactorstoapplytheCHS.
Mindy Abraham, Bonaventure Sokpoh, Amani Salah and Shabel Firuz, Panel Discussion © Isalmic Relief Worldwide/CHS Alliance
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7Amman CHS Exchange 2019
FINDING SOLUTIONS TO MEET THE MOST CHALLENGING CHS COMMITMENTS
Commitment 3 - Humanitarian response strengthens local capacities and avoids negative effects
Thissessionexaminedcommitment3-humanitarianresponsestrengthenslocalcapacitiesandavoidsnegativeeffects.ItwasfacilitatedbyKatyBobbin,DisasterEmergencyCommittee(DEC)andTanyaWood,CHSAlliance.
Toaidbetterunderstandingofthecommitment,thesessionstartedwithabriefpresentationontheorganisationalresponsibilitiesandkeyactionsrelatedtoit,andhowweasasectorarereachingthem.
Threetablediscussionstookplacearoundthefollowinggoodpracticeexamples:
Thegroupcrowdsourcedwhichindicatorsofthecommitment3theywouldliketodiscussinmoredepthtocollectivelyexploresomeofthemainchallengesintheregion.Asummaryofthesediscussionsfollows.
Organisation name Presenters Title
Medair MargieDavisCash for Health in refugees
in Jordan
IRC KathrynHoeflichPartnershipExcellenceforEqualityandResultsSystem
Tearfund MattBrimbleWorkingwithanational
partnerwhoisCHScertified
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8 Amman CHS Exchange 2019
3.8 Systems in place to safeguard personal data collected from communities and people affected by crisis that can put them at risk.
Thereareanumberofpracticalimplementationchallengesforhowpersonaldataiscollectedandhandled.Forexample,itiscommonpractice(whenworkinginareaslikeCox’sBazaar)thatlistsofbeneficiariesarepassedarounddifferentaidworkers.OneorganisationsharedhowtheirCHSauditpickedthisupandissuedacorrectiveactionrelatingtoindicator3.8.Dataprotectionanddatasharingwereidentifiedascriticalissuesforaidagenciesthisyear.
Proposedsolutionsincludedraisinggeneralawarenessaboutdataprotection,althoughthiswasacknowledgedtobe“adouble-edgedsword”withthepotentialtoscarepeopleifnothandledsensitively.Othersolutionsincludedimplementingadataprotectionpolicy,andusingcustomerrelationsmanagementsoftware.Itwas also noted that employees must be trained on using complaints and feedback mechanisms.
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9Amman CHS Exchange 2019
3.5 Design and implement programmes that promote early disaster recovery and benefit the local economy.
Fivemainchallengeswereidentified:1)workingwithgovernments,2)workingwithlocalpartnersorcommunities&families,3)senseofcompetitionbetweenINGOs,4)abilitytodevelopacomprehensiveearlyrecoveryplan,and5)unintended,negativeeffectsonthelocalcommunityofhumanitarianaction.
Theimportanceofbuildinglongtermrelationshipswasstressedasasolution,alongwithincreasinglocalpeople’sparticipationandcapacitybuilding.Localprocurementand working to restore farms or factories or schools were also proposed for resilience-building.
3.4 Plan a transition or exit strategy in the early stages of the humanitarian programme that ensures longer-term positive effects and reduces the risk of dependency.
Aiddeliverybeing“toodonordriven”wasseenasachallenge,alongwithlackofcollaborationbetweendifferentactors,andnocleartimelines.Therewasanobservationthatthe“CHSverificationprocesscanbetooidealistic”.
Solutionstotackletheseissuesincluded:
• morecoordinationbetweenreliefanddevelopmentactors• abetterunderstandingofpeople’sneeds
• contingencyplanningandconstantevaluations
• takingthelong-termviewinstrategy(diversifyingdonors)
• buildinganexitstrategyintoresponseplanningfromthebeginning.
© Isalmic Relief Worldwide/CHS Alliance
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10 Amman CHS Exchange 2019
Commitment 4 - Humanitarian response is based on n communication, participation and feedback
This session looked at the CHS commitment 4 – Humanitarian responseisbasedoncommunication,participationandfeedback.ThesessionwasfacilitatedbyBonaventureSokpoh,CHSAllianceandGenevièveCyvoct,CHSAlliance.
Commitment4isthesecondmostchallengingcommitmentbasedontheaveragescoresfromtheCHSverificationdata.TheCHSindicator4.1relatedtoprovidinginformationtocommunitiesandpeopleaffectedbycrisishasthelowestscoreamongtheindicatorsofthiscommitment.Theparticipationandengagementofcommunities(indicator4.3)andwelcomingfeedback(indicator4.4)arefairlylowtoo.Wearedoingbetteronpoliciesthanpractices.
Ourperceptionsofhowwearedoingcanbeverydifferentfromthoseofthepeopleweareserving.ThiswasshownbyafieldsurveyconductedinChadbyGroundTruthSolutionsin2018where60%ofcommunitymembersfeltinformedaboutservicesavailabletothemand90%ofstafffeltthatcommunitywerewellinformed.WeallcommittedourselvestotheGrandBargainParticipationRevolution,butweareall—organisationsanddonors—strugglingtomakeitareality.
Threegoodpracticeswherepresentedanddiscussedwiththeparticipants.
Organisation name Presenters Title
ActionAidClareBleasdale
William GrayAccountability in
Emergencies Resource book
Islamic Relief Hadeel HassounMobile Education Bus
Project
InternationalRescueCommittee
Walaa AlshalanIRC Jordan office’s client responsiveness practices
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Thegoodpracticessharedrevealedonthegroundofactivitiesthatimprovethelevelof commitment 4, including:
• Radioshowsandtheatreproductionstoprovideinformationtocommunitiesandpeopleincrisisandcollectfeedback(indicator4.1)
• Workingwithcommunitiestodesigntheprojectandsharinginformationabouttheactivities,includingbudgets(indicator4.3)
• Doingregularvisitswithwomenandyouthtoundertakereflectioncyclesandconductingimpact/satisfaction/exitsurveystocapturebeneficiaries’feedback(indicator4.4)
Themostimportantremainingchallengesandpossiblesolutionsdiscussedwere:
• Dynamicdisplacementofpeople.Participantsidentifiedtheuseoffocalpoints,communityleadersand/orcommunity-basedorganisationstoupdateinformation.Theyalsosuggestedtheuseofdiversechannelsforexampleradioortheatre(fortwo-waycommunication)
• Resistancefromstaffandstaffturnover.Totacklethischallenge,participantssuggestedmoreuseofonlinetraining.Organisationscandomoreworkwithfrontlinestaffonhowtoreflectfeedbackintheirorganisation’spractices.
• Childfriendlyfeedbackmechanism.Participantssharedexamplesregardingusingrecordedobservationsonchildrenfromthestarttotheendoftheproject.
© Isalmic Relief Worldwide/CHS Alliance
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12 Amman CHS Exchange 2019
Commitment 5 - Complaints are welcomed and addressed
Awell-attendedsessiononcommitment5–complaintsarewelcomedandaddressed–wasfacilitatedbyKarenGlissonandRosaArgentbothoftheCHSAlliance.
FivediversepresentationsofgoodpracticerelatingtothismostchallengingcommitmentoftheCHSweresharedwiththegroup.Thiswasfollowedbytablediscussionsondifferenttopics.
Thegoodpracticessharedrevealedhoworganisationsintheregionareapproachingkeyissuessuchasconsultationwithcommunities,complaintsmanagementandreferrals,throughdevelopingstrongprocessesandmechanismsforfollowingupwiththecomplaints.
Importantremainingchallengesandpossiblesolutionsdiscussed(byindicator)are:
5.1 Consult with communities and people affected by crisis on the design, implementation and monitoring of complaints-handling processes.
Challengestomeaningfulconsultationwithcommunitiesincludedculturalbarriers,fearofretaliationfromaffectedindividualsandalsosurveyfatigue.Solutionstoaddresstheseincludedmovingfromaprojecttoaprogrammebasedapproach,asthiswillreducethenumberofconsultations.Anotheractionwasbriefingthecommunityfromtheoutsetaboutthecomplaintsmechanismandhowtouseit.
Organisation name Presenters Title
CARE MoiezAhmedNew guidance on feedback
and complaints mechanisms
ACTED Claudia Tromboni Complaints mechanism
NRCChristiandeLuca Hadeel Al Omari
Jordan child-friendly complaints mechanism
World Vision Reem Mahmoud Almasri Complaints mechanism
InternationalMedicalCorps Michael GallCommunity-based feedback
& response mechanism global guidelines
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Challengestomeaningfulconsultationwithcommunitiesincludedculturalbarriers,fearofretaliationfromaffectedindividualsandalsosurveyfatigue.Solutionstoaddresstheseincludedmovingfromaprojecttoaprogrammebasedapproach,asthiswillreducethenumberofconsultations.Anotheractionwasbriefingthecommunityfromtheoutsetaboutthecomplaintsmechanismandhowtouseit.
5.3 Managing complaints in a timely and fair manner that prioritises the safety of the complainant at all stages
Identifyingthemostappropriatechannel(s)forreceivingcomplaintsandfeedbackwasdiscussed.Thisisnotalwaysobvious.Communityconsultationassiststhedesignofthemechanism.Theabilitytoprocess,takedecisions,respondandclosecomplaintswasalsoconsideredamajorchallenge.Usingappropriatetechnologyanassistwiththis,alongwithdedicatedresources.
5.4 The complaints-handling process is documented and in place (including PSEA) & 5.5 Establishing an organisational culture in which complaints are taken seriously and acted upon according to defined policies and processes
ChallengesforhandingPSEAcomplaintswerediscussed,includinginplaceswherealackofpoliciesleadtoadhocprocesses,orprocessesthatwereverycomplicated.Itwasalsonotedthatthereissometimesabreakdownincommunicationbetweenpolicymakersandoperationalstaff,whichcausesimplementationchallenges.Specificsolutionsproposedincludedtranslatingpoliciesintolocallanguagesandsharingwithpartnersontheground.Involvinglocalstaffinpolicydevelopmentwasrecommended.Standardisingandsimplifyingprocesseswerealsosuggested.
Itwasacknowledgedthatthehandlingofsensitivecomplaintsisnotalwayseasytogetright.Waystoaddressthesechallengesincludebuildingapositivestaffculture(includingrunningCodeofConducttrainingsessions),improvingthestaffratioformajorcomplaintshandling,andputtingconfidentialsystemsandprocessesinplace.
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Commitment 8 - Staff are supported to do their job effectively, and are treated fairly and equitably
Thesessionlookedatcommitment8—staffaresupportedtodotheirjobeffectively,andaretreatedfairlyandequitably.ItwasfacilitatedbyGozelBaltaeva,CHSAllianceandMayumiFuchi,IslamicReliefWorldwide.
Goodpracticeexamplesweresharedanddiscussedfurther:
Someofthemainchallengesfacingorganisationswererecruitmentandretention(staffturnover),workingwithpartners,takingasystematicapproachtotraining,havingtheresourcestoimplementtrainingschemesandfocusingonstaffwellbeinginemergencysituations.
Organisation name Presenters Title
Islamic Relief Worldwide Mayumi FuchiIRW’s revision of the Code of
Conduct in preparation for CHS Audit
Tearfund MattBrimble
ReviewofPartnerAssessmentprocess&developmentofa
‘Disaster Management Capacity Assessment’ tool in reply to
CorrectiveActionRequest8.4:“Tearfund does not ensure asystematicassessment
andfollowupofitsstaffandpartners”.
Norwegian Church Aid (NCA) SwatiAbida
Meetingcommitment8obligations:introductionof4
pillars (security risk assessment, mitigationefforts,information,training)aroundstaffsecurity
andriskmanagement.
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Potentialsolutionsoractionstotakeforward(byCHSindicator)include:
8.3 Staff develop and use the necessary personal, technical and management competencies to fulfil their role and understand how the organisation can support them.
Solutionsincludestrengtheningonboarding,increasingthequalityofjobdescriptions,andunderstandingstaffmotivationsforstaying.
8.4 The organisation has the management and staff capacity and capability to deliver its programs).
Sharingpracticestogetandkeeptherightpeopleisonesolution.Othersincludeinvestinginapartner’scapacitybuilding,andbeingflexibletoadapttocontinuouschanges.
8.9 Policies are in place for the security and the wellbeing of staff.
Actionstoaddressthisincludedrunningemployeeassistanceprogrammesonlineandinhouseforcounsellingandotherservices.Ongoingtrainingsandinvolvingpartnerswhendevelopingandreviewingsecurityplanswerealsoproposed.
Overall,theCHSAlliancecanhelpwithanumberofthesechallengesthroughencouragingitsmemberstosharetheirgoodpractices(toolsandresources)onstaffmanagementanddevelopment.
Havingacodeofconductisinplacethatestablishes,ataminimum,theobligationofstaffnottoexploit,abuseorotherwisediscriminateagainstpeople(8.7)alsofaceschallenges.Theseincludehowtointegratethevaluesinthedocumentintodailylife,howpartnersandcontractorsalignwithanorganisation’scodeofconduct,anddifferentculturalnorms.Theriskofabusersslippingthroughgapswasraised.
SomeideastoaddresstheseincludedhavingstaffundertakeE-learning/testingpriortotakingacontract,havingrandominternalstaffaudits,andmorethoroughandconsistentbackgroundandreferralchecks.TheCHSAlliancecansupportmembersthroughgatheringandsharingbestpracticetools,resourcesandlessonslearnt.
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TheconferenceclosedwithElsadigElnourKabbashi,IslamicReliefJordan’sCountryDirector,thankingparticipantsforbringingtheir“tremendousknowledge”totheCHSExchange.Whileacknowledgingthatchallengesremain,hesaid:“Itishightimeforallorganisationstocometogethertostandardiseourtoolsforpeopleaffectedandfordonors.”
AcriticalstandardtoachievethisistheCoreHumanitarianStandard.
TanyaWood,ExecutiveDirectoroftheCHSAlliance,endedwitharallyingcalltoaction.“AsweapproachfiveyearsoftheCoreHumanitarianStandard,wehavecomealongway.TheCHSAlliancehas155membersandwidespreadendorsementfrommembersanddonors.Wearenowatacriticaljuncture—movingfrombabystepstoadulthood—asweenterthisphaseofmaturity.Wehopeyouwillmaintainandstrengthenyourcollaborationwithusonthisjourneytomakeaidworkbetterforpeopleincrisis.”
Participants’ feedback
Resultsofanonlinesurveyshowedthattheparticipants:
• Found the opening session inspiring
• valuedtheopportunityofnetworking/exchangeofknowledgebetweenparticipants,thegoodvarietyofparticipants(fromheadquarters,regionsandcountries) and presenters
• Enjoyedtheparallelsessionsandtablediscussionswheregoodpracticeswereshared and discussed
• LikedthefocusonthemorechallengingCHScommitments
Participantssuggestedthefollowingimprovementforfuturelearningevents:
• Moreandsmallerbreakoutsessionswithoptimalnumberofselectedpresenters
• Morepracticalexamples/practicaltoolsandresourcestosharewithparticipants
• Moreinteractivepaneldiscussion
• Bringinmorelocalpartners,governmentbodiesanddonorsandmorefocusonthelocalcontext.
CLOSING REMARKS