sea cbcm workshop session 7 - receiving complaints and referral mechanisms

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

sea cbcm workshop session 7 - receiving complaints and referral mechanisms

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