I have recently come across two documents that look at how to create and design feedback and complaint mechanisms in humanitarian crises and thought you might find them interesting.
This new document by the NGO “Bread for All” is a good starting point, if you have never had to deal with complaint mechanisms before. At 76 pages there is enough space to provide the reader with both background information and short case studies from the field, as well as practical guidance on how to set up complaint mechanisms. The guide assumes there has been some form of misconduct that someone wants to report and which the organization needs to address directly. In other words, the document focuses on how to handle grievances that are directed at the organization itself.
The Red Cross’ Feedback Starter Kit is only 16 pages long but feels comprehensive despite its brevity. For those who are interested in more depth, there are links to additional resources, such as “How to Establish and Manage a Systematic Community Feedback Mechanism” and “How to Use Social Media to Better Engage People Affected by Crises“. The IFRC emphasises that their approach goes beyond a complaints-mechanisms since feedback should be part of any program, irrespective of whether there are problems or not.
What are your thoughts? Do you know of a document that is missing from the list? Please leave a comment below!