PSYCHOSOCIAL SUPPORT FORUM - WINDHOEK NAMIBIA AUGUST 27-29 - AVSI Foundation
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© AVSI, 2019- All rights reserved
PSYCHOSOCIAL
SUPPORT FORUM
AUGUST 27-29
2019
WINDHOEK NAMIBIA
Using a Toll free-line and Databases for effective handling of beneficiary
complaints and feedback related to Protection and Psychosocial wellbeing
of women, children and youth in Rwamwanja refugee settlement: AVSI
Foundation - Graduating to Resilience Activity
AUGUST 27-29
2019
John Paul Nyeko
WINDHOEK NAMIBIA Monitoring and Evaluation Advisor
AVSI works for a world where every person, aware of her value and
dignity, is the main protagonist of her own integral development
and that of her community, even in crisis and emergency contexts
Sectors
• Education
• Food security and
Nutrition
• Agriculture
• Health
• Protection
• Psychosocial care
• Family strengthening
• Livelihoods
• WASH
• Energy
• Environment
• Urban development
3
Graduating to Resilience Activity
Lead Agency: AVSI Foundation
Partners: Trickle Up and Impaq
Duration: 7 years (2017 –2024)
Target: 13,200 HHs, 50/50 Host/Refugees
Budget: 36,700,000 USD
Donor: Office of Food for Peace USAID/Uganda
Enrolled: 6,991 youth, 22,124 children
Goal: Extremely poor refugee and Ugandan households in Kamwenge
graduate from conditions of food insecurity and fragile livelihoods to self-
reliance and resilience
Purpose 1: Improved Household food level availability and nutrition status of
Household members
Purpose 2: Improved economic status
4
Graduating to Resilience-Components of Activity Arms
Program ARM 1 ARM 2 ARM 3
Component Standard Group Coaching Empowerment Control Group
Graduation model
Consumption √ √ √ X
Support
Core Training √ √ √ X
and Skills
Savings √ √ √ X
Asset Transfer √ √ X X
Coaching Individual Group Individual X
Linkages √ √ √ X
Introduction:
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
Key Definitions:
• Accountability: The process of using power responsibly, taking
account of, and being held accountable by, different stakeholders, and
primarily those who are affected by the exercise of such power (CHS
Alliance, 2014
• Complaints: A specific grievance of anyone who has been negatively
affected by an organization’s action or who believes that an
organization has failed to meet a stated commitment
• Feedback: It is the satisfaction level, opinions, concerns, suggestions
and advice that agencies may adopt, challenge or disagree with and
take action upon as appropriate
• Beneficiary feedback: The views of recipients of aid that have been
sought for the purpose of improving or evaluating development
interventions or holding to account organizations that are
implementing them
Introduction:
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
Key Definitions:
• Non-sensitive complaints: Are those involving issues with
interventions, decisions taken, policies, or practices. These complaints
will not require a deeper investigation and can usually be resolved
quickly, maybe on the spot. Non-sensitive complaints may include but
are not limited to SIM card loss, or Pin Number re-registration,
coaches and CBTs not following up on their households or groups, or
coach or CBT not courteous to beneficiaries
• Sensitive complaints: Those complaints that require the protection of
the complainant because they may feel embarrassment or shame, or
fear of reprisal from another person. These may include but are not
limited to fraud (such as pretending to be AVSI staff), corruption,
sexual exploitation and abuse, physical injury, harassment, or
discriminationFeedback and Response Cycle:
Mechanism:
Receiving • Toll Free Hotline
• Walk-ins
Course • Suggestion Box
Correcting Processing
• Standing
Committees
• Rapid Surveys
Feedback Responding • Post-Distribution
Monitoring
• Direct Contact
Analyzing with Field StaffMethod and process
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
• AVSI established a toll free-line with a related database as one of
the mechanisms for complaints/feedback.
• Activity participants and community members and leaders were
provided information on how to use the toll free-line
• A toll free-line personnel was recruited and trained on the
management of the line and database ex. segregation of cases
• Data entry forms/automated databases were designed to register in
real time all complaints/feedback received
• Following data entry, an automated table of results and visual
dashboard is produced, showing; type of complaints/feedback
recorded, mechanism used for receiving them, action taken, and
case status
• Results/graphs generated from the database are promptly shared
with the program team for planning, decision making and follow-upLa parte di immagine con ID relazione rId2 non è stata trovata nel file.
Results..
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
In 5 months, 112 cases registered and 71 are resolved/ closed
Cases Registered by Mechanism Case completion/ follow up
Toll free-line
14% (16)
Walk-ins 37% (41)
Resolved/ closed
28% (31) 58% (65) Direct contact Pending/ being
63% (71)
with field staff followed-upResults:
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
Level of case sensitivity Type of cases
Asset transfer 7,3%
11%
(12) Death of household head 2,0%
Activity participation 6,5%
89% Land conflict 2,6%
(100)
GBV/family neglect 7,9%
Sensitive cases Non Sensitive cases Consumption smoothing 73,7%
0,0% 10,0% 20,0% 30,0% 40,0% 50,0% 60,0% 70,0% 80,0%
GBV, protection, death and neglect cases required a psychosocial
support intervention which was provided on spot and further follow
up was conducted by specialised coachesConclusion:
La parte di immagine con ID relazione rId2 non è stata trovata nel file.
• The Toll free line and
databases were a platform
for the project to handle
beneficiary
complaints/feedback
• Participants psychosocial
needs were addressed in
real time
• Increased accountability
• Overall improvement in the
quality of service deliveryFondazione AVSI
20158 Milano – Via Legnone, 4 – Italy AVSI Foundation
Tel + 39 02 6749881
Fax +39 0267490056 P.O. Box 6785, Kampala, Uganda
milano@avsi.org Plot 1119 Ggaba Road
Tel. +256 312 501 604/5 | +256 393 501 605
47521 Cesena (FC)
Via Padre Vicinio da Sarsina, 216 – Italy communication.uganda@avsi.org
Tel +39 0547360 811 website: http://uganda.avsi.org
Fax +39 0547611290 www.avsi.org
cesena@avsi.orgCo-HOSTS
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