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    CBCM Session 7

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    InterAction
    This document provides guidance on receiving and documenting complaints, including the process, principles, and best practices. It outlines the key steps as: 1) Receive the initial complaint, consider protection needs, establish the nature of the complaint, and decide who will handle it. 2) The recipient should encourage reporting, provide guidance, and pass the report to the appropriate channels, making referrals as needed. They are not an investigator or counselor. 3) Effective recipients have knowledge, responsibility, neutrality, patience, and focus on relevant questions. They follow principles of safety, confidentiality, and supporting victims to refer to authorities.

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    CBCM Session 7

    Uploaded by

    InterAction
    59 views17 pages
    This document provides guidance on receiving and documenting complaints, including the process, principles, and best practices. It outlines the key steps as: 1) Receive the initial complaint, consider protection needs, establish the nature of the complaint, and decide who will handle it. 2) The recipient should encourage reporting, provide guidance, and pass the report to the appropriate channels, making referrals as needed. They are not an investigator or counselor. 3) Effective recipients have knowledge, responsibility, neutrality, patience, and focus on relevant questions. They follow principles of safety, confidentiality, and supporting victims to refer to authorities.

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    This document provides guidance on receiving and documenting complaints, including the process, principles, and best practices. It outlines the key steps as: 1) Receive the initial complaint, consider protection needs, establish the nature of the complaint, and decide who will handle it. 2) The recipient should encourage reporting, provide guidance, and pass the report to the appropriate channels, making referrals as needed. They are not an investigator or counselor. 3) Effective recipients have knowledge, responsibility, neutrality, patience, and focus on relevant questions. They follow principles of safety, confidentiality, and supporting victims to refer to authorities.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    59 views17 pages

    CBCM Session 7

    Uploaded by

    InterAction
    This document provides guidance on receiving and documenting complaints, including the process, principles, and best practices. It outlines the key steps as: 1) Receive the initial complaint, consider protection needs, establish the nature of the complaint, and decide who will handle it. 2) The recipient should encourage reporting, provide guidance, and pass the report to the appropriate channels, making referrals as needed. They are not an investigator or counselor. 3) Effective recipients have knowledge, responsibility, neutrality, patience, and focus on relevant questions. They follow principles of safety, confidentiality, and supporting victims to refer to authorities.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
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    Receiving and Documenting Complaints and Referral Mechanisms

    Contents
    Process of receiving a complaint Principles of receiving a complaint Role and skills of complaint recipient Next steps:
    Referrals Victim assistance strategy

    Receiving a complaint
    Receive initial complaint Consider immediate protection needs Establish nature of complaint Decide who deals with complaint Follow up complaint

    Role of complaint recipient


    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

    Qualities of effective complaint recipient


    Knowledge: Must know what s/he is talking about. All information given must be consistent & accurate. Responsibility: To facilitate the interview in a way that respects complainants values, personal resources & capacity for self-determination. Neutrality: Should not project own biases or offer own judgments. Patience: Should give complainant ample time to tell her/his story. Focus: Should only ask relevant questions.

    Principles of receiving complaints


    Protection, safety, and security Identification of welfare support required and referrals

    Preserve confidentiality as far as possible absolute confidentiality may not be possible, as reacting to the allegation may require interventions
    Involve as few people as possible Support the victim in referring to local authorities if a there is a crime Forward the allegation for action via established mechanisms

    Basic phases of an interview


    Rapport-building Information-gathering Free narrative Questions Closure and next steps

    Rapport-building
    Introduce yourself and welcome the complainant Make them feel comfortable Reassure them that they did the right thing in coming Explain your role is to take the complaint that you are not making any decisions, simply gathering information Explain the boundaries of confidentiality and obtain their consent to your sharing the information on a need-toknow basis

    Information-gathering
    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 choose words 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

    Anonymity
    If the person reporting wishes to remain anonymous, all other information must be forwarded through appropriate channels. An anonymous complaint might be more difficult to investigate the person needs to know this.

    In this case they will be told that his/her identity will not be disclosed during the investigation without his/her permission.

    Closure and next steps


    This reassures complainants their complaint is taken seriously Let them know what may happen next do not guarantee an outcome Explain how long the process might take

    Explain that you (or someone else) will be in touch again


    Provide contacts if the complainant has questions Explain that someone else will decide what happens next Explain that the allegation will be followed up Tell them they will be informed of the outcome

    Special considerations for children


    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

    Receiving complaints
    Be prepared to receive complaints from:

    UN staff NGO staff Local community - family, friends, neighbors, witnesses Victims themselves Others?

    Documentation
    Keep a written record e.g., the IASC Model Complaint Form Forward complaint for action as soon as possible, as per agency reporting procedure

    Assessing physical safety & welfare


    DISCUSS: How do you assess? How do you organize referrals?

    SEA victim assistance

    UN Resolution (2007) A/Res/62/214 obliges assistance and support to SEA victims

    Identifying services & creating a referral pathway


    Conduct an assessment of available services and gaps in services in health, legal, psychosocial, and material support

    Develop a referral plan and list of referral agencies for basic support and extended support
    Identify victim support facilitators to assist the complainant/survivor to access services Identify standards for confidentiality, data collection, coordination among service providers

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