sea cbcm workshop session 7 - receiving complaints and referral mechanisms
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8/3/2019 SEA CBCM Workshop Session 7 - Receiving Complaints and Referral Mechanisms
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Receiving and Documenting
Complaints and Referral
Mechanisms
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Process of receiving a complaint
Principles of receiving a complaint Role and skills of complaint recipient
Next steps:
Referrals
Victim assistance strategy
Contents
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Encourage reporting and receive complaints;
Give guidance on what happens with the
report; Pass report through appropriate channels
Make referrals as necessary
REMEMBER:Person receiving complaint is:
NOT an investigator
NOT a counselor
Role of complaints recipient
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Knowledge: Must know what s/he is talking about. Allinformation given must be consistent & accurate.
Responsibility: To facilitate the interview in a way thatrespects complainants values, personal resources &capacity for self-determination.
Neutrality: Should not project own biases or offer ownjudgements.
Patience: Should give complainant ample time to tellher/his story.
Focus: Should only ask only relevant questions.
Qualities of effectivecomplaints recipient
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y Introduce yourself and welcome the complainant
y Make them feel comfortable
y Reassure them that they did the right thing in coming
y Explain your role is to take the complaint that you are
not making any decisions, simply gathering information
y Explain the boundaries of confidentiality and obtain theirconsent to your sharing the information on a need-to-know basis
Rapport-building
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Let them tell their story in a free narrative
Do not interrupt
Show you are listening by concentrating, remaining attentive &focused
Silence is OK; allow complainant time to think and choosewords
Ask for clarification to make sure you have understood
Use open rather than leading questions
what did you mean? and then what happened? not did you
mean X? or did you then do X?
Do not make judgments; avoid why questions
Use simple language
Information-gathering
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If the survivor wishes to remain anonymous, allother information must be forwarded through
appropriate channels.
An anonymous complaint might be more difficult toinvestigate the person needs to know this.
In this case they will be told that his/her identity willnot be disclosed during the investigation withouthis/her permission
Anonymity
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This reassures complainant their complaint is taken seriously
y Let them know what may happen next do not guarantee anoutcome
y Explain how long the process might take
y Explain that you will be in touch again
y Provide contacts if the complainant has questions
y Explain that someone else will decide what happens next
y Explain that you will try to ensure allegation is followed up.
y Tell them they will be informed of the outcome
Closure and next steps
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Children may be as reliable as adults
Take their report seriously
Children may have special needs with regard to
interviews, i.e., timing, language
Consider whether parent or caregiver should be
present
Special considerations forchildren
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Be prepared to receive complaints from:
UN staff
NGO staff
Local Community - family, friends,
neighbors, witnesses Survivors themselves
Others?
Receiving complaints
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Keep a written record
e.g., the IASC Model Complaint Form
Review
Forward complaint for action as soon as
possible, as per agency reporting procedure
Documentation
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DISCUSS:
How do you assess?
How do you organize referrals
Assessing physical safety &welfare
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Obliges assistance and support to SEA victims
Addresses meeting needs of:
complainants
Those whose SEA allegations are not yet substantiated
Basic assistance
victims
persons whose complaints have been substantiated
Expanded assistance
children born as a result of SEASpecific assistance
Responsibility of:
Relevant UN/NGOs
UN resident coordinator
In-country focal point network (ICN)
SEA Victim Assistance Resolution
(2007)A/Res/62/214
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Conduct an assessment of available services andgaps in services in health, legal, psychosocial and
material support
Develop a referral plan and list of referral agenciesfor basic support and extended support
Identify victim support facilitators to assist thecomplainant/survivor to access services
Identify standards for confidentiality, data collection,coordination amongst service providers
Identifying services & creating
a referral pathway
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Multisectoral framework
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