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Beneficiary Communication and Accountability

Beneficiary Communication and Accountability

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This document outlines lessons learned from recent beneficiary communication and accountability (BCA) programmes in Indonesia, Haiti and Pakistan and provides recommendations and emerging guidelines for volunteers and staff in the International Red Cross and Red Crescent Movement on how to incorporate BCA
into emergency response, recovery and development work.
This document outlines lessons learned from recent beneficiary communication and accountability (BCA) programmes in Indonesia, Haiti and Pakistan and provides recommendations and emerging guidelines for volunteers and staff in the International Red Cross and Red Crescent Movement on how to incorporate BCA
into emergency response, recovery and development work.

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08/22/2012

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Beneciary Communicationand Accountability
 A responsibility, not a choice
Lessons learned and recommendationsIndonesia | Haiti | Pakistan
 
 Acknowledgment
We would like to acknowledge the input and support given to the pro-cess o collecting lessons learned rom the Indonesian, Haiti and Paki-stan beneciary communication operations and in particular to theIFRC operation in Haiti or hosting the lessons learned workshop. Specialmention to all sta and volunteers interviewed during the process inIndonesia, Haiti and Pakistan, in particular to sta currently carryingout the International Federation o Red Cross Red Crescent, British RedCross and Canadian Red Cross beneciary communication programmesin these respective operations.Gratitude is also extended to the Australian Red Cross or their nancialsupport to make this lessons learned process possible.
How we work
© International Federationo Red Cross and Red Crescent Societies,Geneva, 2011
Any part o this publication may be cited, copied, translated intoother languages or adapted to meet local needs without priorpermission rom the International Federation o Red Cross and RedCrescent Societies, provided that the source is clearly stated. Requestsor commercial reproduction should be directed to the IFRC atsecretariat@irc.orgAll photos used in this study are copyright o the IFRC unlessotherwise indicated.Cover photo: Amanda George / British Red CrossP.O. Box 372CH-1211 Geneva 19SwitzerlandTelephone: +41 22 730 4222Teleax: +41 22 733 0395E-mail: secretariat@irc.orgWeb site: http://www.irc.org
1221200
Strategy 2020
voices the collective determination o the IFRC to moveorward in tackling the major challenges that conront humanity inthe next decade. Inormed by the needs and vulnerabilities o thediverse communities with whom we work, as well as the basic rightsand reedoms to which all are entitled, this strategy seeks to benet allwho look to Red Cross Red Crescent to help to build a more humane,dignied, and peaceul world.Over the next ten years, the collective ocus o the IFRC will be onachieving the ollowing strategic aims:1. Save lives, protect livelihoods, and strengthen recovery romdisasters and crises2. Enable healthy and sae living3. Promote social inclusion and a culture o non-violence and peace
 
1
International Federation of Red Cross and Red Crescent Societies
Beneiciary Communication and Accountability
 A responsibility, not a choice
 Table o contents
 
 Acronyms 2Executive summary 3Document objectives and audience 6Methodology and key documents 7 The meaning o benefciary communication and accountability 8History o benefciary communication and accountability programming 9Importance o benefciary communication and accountability 12Role o BCA in increasing accountability to benefciaries 14Lessons learned, recommendations and emerging guidelines 16Conclusion 32Case Study: Community outreach programme, Aceh 34Case Study: Questions and complaints line in Haiti 41Case Study: Integrated neighborhood approach tobenefciary communication 48Case Study: Benefciary communication through television in Pakistan 51 Annex 1: Key documents 56 Annex 2: Comparative table: benefciary communication/ becenefciaryinormation and accessibility o commonly used tools 59 Annex 3: Consultation on lessons learned in benefciary communicationand acccountability 60 Annex 4: Accountability to benefciaries table 62

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