PDI Accountability benchmarks

Humanitarian
‘The responsible use of
power’
It involves:
- taking account of….
- giving account to…..
- being held to account
- by disaster survivors
Product or service that makes it fit for
the purpose to meet the needs of
the beneficiary. Focuses on the
process: how were things decided?
how were people informed, what is
the impact/quality?
Quality can be measured in terms of
efficiency, effectiveness and
impact.
Accountability & Quality

HAP Standard
Benchmarks
BM 1: Humanitarian Quality Management System
BM 2: Information & Transparency
BM 3: Participation
BM 4: Competent Staff
BM 5: Complaints-handling
BM 6: Continual Improvement
Relevant, Affordable, Applicable and Measureable
Benchmark
Requirements Means of Verification

HQMS….  Do what you have
committed to
 How will you do it
 Who will do it
 How will you
continually improve

Focus on understanding & improving
existing….
Policy procedures practice

Benchmark 2: Information & Transparency
The agency shall make
the following
information publicly
available to:
1. Intended
beneficiaries
2. Disaster affected
communities
3. Agency staff
4. Other specified
stakeholders
(WHO ?)
Information:
1. Organizational background
2. Humanitarian accountability
framework
3. Humanitarian plan
4. Progress reports
5. Complaints handling
procedures
(WHAT?)
HOW?
according to context and
agreement of the
beneficiaries

Information related to emergency relief
materials
Implemented: NGO X
Financial help: Donor X
Number of families: 400
Location of distribution: Marajahangir,
trawler station
Each family: rice 30kgs, pulse 6kg, salt 2 kg
Every 15 days: it will be distributed in 3
instalments and once 2 blankets, 2 soaps, 12
candles and 3 boxes of matches will be
distributed.
Date of distribution: 8/02/08
Next date of distribution: 28/02/08
If you have any complaints contact:
Name – Area Project Manager, NGO X
Tel: 017389567389

Information sharing and transparency Package
In each of the communication centers, communication
exists and is visible and or communities are informed
through meetings on :-
Selection criteria, entitlements (where when how long)
and who will benefit –Where selection has been done,
beneficiary lists should be made accessible.
Information shared and is visible that services offered are
free of charge.
Their right to register complaints.

The feedback mechanisms that exist, including the phone
number of the accountability focal person of Implementing
Partner and CARE and the location of the feedback box and
availability of complaint/feedback forms. Each communication
center should have at least two communication methods. i.e.
Phone numbers, drop box etc. However , in order to involve
women face to face meetings are vital to record their
feedback.
the kinds of feedback – including complaints – that can or
cannot be responded to
Organizational background of CARE and the
implementing Partner & Organization’s procedure on abuse
or exploitation & for processing feedback

Good Practice: Develop an information strategy/plan
Including:
What information you can and should share
Who is the target audience
When
How: (overcome existing barriers)
Risk analysis
Indicators and monitoring process to improve
Information provided does not mean that information has
been received and understood!

Benchmark 3: Participation and Informed Consent
The agency shall enable beneficiaries and their
representatives to participate in programme decisions
and seek their informed consent

Levels of Participation
Ownership • Action by: Being in Control,
Collective learning
Cooperation /
Partnership
• Action with: Work with others
to set priorities
Consultation • Action For: Being informed,
others set the agenda and
direct the process
informing • Action for/with: questions
are asked but others analyse
and decide
Compulsion •Action On: passive/decided
by others emergency

Benchmark 4: Staff Competencies
The agency shall determine the competencies, attitudes,
and development needs of staff required to implement its
humanitarian quality management system.
Think about:
• Does your job description/contract say anything about your
accountability to beneficiaries ?
• How do you know what codes of conduct, standards,
guidelines you are supposed to follow? Do incentive workers,
volunteers, field staff, drivers, also have to these?
• Do you know if there is a complaints policy and what it
includes?
• How and who is chose for trainings? Does everyone get a fair

Benchmark 5
The agency shall
establish and
implement complaints-
handling procedures
that are effective,
accessible and safe
for intended
beneficiaries, disaster-
affected communities,
agency staff,
humanitarian partners
and other specified
bodies

What is Complaint Response
Mechanism?
Clear, transparent procedures that provide
beneficiaries, staff and other stakeholders with
access to a safe, confidential means of voicing
complaints on issues within the control of
the agency.

Some points to keep in mind
 Complaints are NOT the same as feedback
Anonymous complaints can not be ignored
Beneficiaries should be asked about how they
would prefer to raise complaints
Have more than one way to receive complaints
Special procedures are needed to deal with and
investigate sensitive complaints

PDI Quality and
Accountability Strategy

Objective:
The salient objective of the strategy is to ensure all
quality and accountability principles and standards as
set out herewith are strictly complied with at each
stage of humanitarian programs/projects

Expected Outcome(s):
Based on Q & A principles and standards set out
herewith, Q & A framework is prepared to be followed
with during designing and implementation of
humanitarian programs/projects
Based on Q & A principles and standards set out
herewith, a well defined complaint/feedback receiving
and redressal mechanism is developed and launched
Annual accountability work plan is prepared

PDI Accountability Principles
PDI is committed to respect and foster humanitarian standards and
the rights of beneficiaries
PDI has a framework of accountability to its stakeholders and that its
standards and performance indicators are periodically reviewed and
revised. All the staff is extensively capacitated in the use and
implementation of standards
PDI will inform, and consult with, stakeholders, particularly
beneficiaries and staff, about the standards adopted, programs to be
undertaken and mechanisms available for addressing concerns
PDI will involve beneficiaries in the planning, implementation,
monitoring and evaluation of programs and report to them on
progress, subject only to serious operational constraints

PDI Accountability Principles
PDI will involve beneficiaries and staff when it monitors
and revises standards. PDI will regularly monitor and
evaluate compliance with standards, using robust
processes. It will report at least annually to stakeholders,
including beneficiaries, on compliance with standards.
Reporting may take a variety of forms
PDI will enable beneficiaries and staff to report
complaints and seek redress safely
PDI is committed to the implementation of these
principles if and when working through implementation
partners

Benchmarks for Standard
 Establishing and delivering on commitments: PDI sets out the
commitments that it will be held accountable for, and how they will be
delivered
 Staff Competency: PDI ensures that staff have competencies that enable
them to meet its commitments.
 Sharing Information: PDI ensures that the people it aims to assist and other
stakeholders have access to timely, relevant and clear information about it
and its activities.
 Participation: PDI listens to the people it aims to assist, incorporating their
views and analysis in program decisions.
 Handling Complaints: PDI enables the people it aims to assist and other
stakeholders to raise complaints and receive a response through an effective,
accessible and safe process.
 Learning and Continual Improvement: PDI learns from experience to
continually improve its performance

PDI Practices in Field
Complaint desk has been established in project field office, which was
tasked to note down and refer of the complaints of flood affected
communities for further compliance to project management
committee
Displayed complaint box in project field office for facilitation of
complaints dropping by community as well as staff
All items quality and quality were inscribed on back side of tokens
which were shared/disturbed among sixty six villagers/community in
advance in order to ensure distribution of items of same quality and
quality among all flood affected communities
During distribution of winterization and hygiene kits, the banners
which were displayed inscribed items quality and quality material

VDCs have a leading role in helping of identification and
registration of project beneficiaries in their villages, as no
vulnerable and deserving individual/family to be left
unsupported
Village level display of complaint boxes have been ensured in
all project villages, as the local community have easy access
to easily drop their complaints if they have regarding PDI
staff and interventions
The pena flex banners have also been displayed in all project
villages, carrying phone numbers of field office and
complaint officer cell number, with full office address as the
local community have easy access for registering their
complaints

During distribution in all project villages/spots, a
complaint desk was established for registering the
complaints of flood affected communities, if they
have for further compliance
The VDCs have also been directed to note down and
report complaints if project beneficiaries have for
further compliance to field staff as well as project field
office

Regular field visits by Project Officer and MEAL
officer and have meetings with VDCS/villagers also
largely helpful indeed in ensuring accountability of
project field staff as well as community access for
registering their complaints
All complaints documentation in soft and hard
formats have been ensured at project field office level
Complaints addressable committee has been
constituted in project field office level tasked to
address the submitted complaints by the flood
affected communities

Signing of MOU with VDC for CFW

Token for Hygiene & Winterization Kit

Verification of Latrine Site by PHE

MOU with VDC about the
construction of latrines

PDI Accountability benchmarks

More Related Content

Similar to PDI Accountability benchmarks (20)

Recently uploaded (20)

PDI Accountability benchmarks

Editor's Notes