Beneciary 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 beneciary 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 beneciary 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. Requestsor commercial reproduction should be directed to the IFRC atsecretariat@irc.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 4222Teleax: +41 22 733 0395E-mail: secretariat@irc.orgWeb site: http://www.irc.org
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Strategy 2020
voices the collective determination o the IFRC to moveorward in tackling the major challenges that conront humanity inthe next decade. Inormed 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 benet allwho look to Red Cross Red Crescent to help to build a more humane,dignied, and peaceul 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 sae living3. Promote social inclusion and a culture o non-violence and peace
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International Federation of Red Cross and Red Crescent Societies
Beneiciary 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/ becenefciaryinormation 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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Beneficiary Communication and Accountability
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…
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