MAKING AID WORK BETTER FOR PEOPLE

AMMAN CHS EXCHANGE CONFERENCE REPORT 2-3 July 2019

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

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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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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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

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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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

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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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.

© Isalmic Relief Worldwide/CHS Alliance

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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

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

11Amman CHS Exchange 2019

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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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.

© Isalmic Relief Worldwide/CHS Alliance

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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.

© Isalmic Relief Worldwide/CHS Alliance

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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