Introduction to Safeguarding and

Accoutability
DAY 1 - 23rd November 2022
Cluj, Romania.
Judy Pang – Safeguarding and Accountability Adviser
for Ukraine Response.
Introductions & Icebreaker

Everyone stand
in a circle
Share 3 things
about yourself

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Learning Contract

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Parking Lot

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 Expectations
Take a minute to reflect –
what do you hope to learn?

Do you have any questions

you hope to be answered?

Come up and put them on

the flip chart

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Workshop Agenda

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Knowledge gauge

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What does safeguarding mean to you?

What does accountability mean to

you?
What examples do you know/have
heard about in the news?

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Key take aways – Safeguarding
‘Safeguarding’ is protecting people from intentional and
unintentional harm that may arise from coming into contact with
Christian Aid, or our work
Taking all possible steps to PREVENT harm, enable REPORTING
and to RESPOND appropriately when harm occurs.
Safeguarding involves everyone – we need a culture of rights,
inclusion, respect and justice.
At the root of all safeguarding abuses is an imbalance of power
Safeguarding and protection are different

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 Protection Issues
(GBV, child abuse etc)

Community
Safeguarding
(Our representatives
Our projects)

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Key take aways - Accountability
‘Accountability’ is defined by Christian Aid as the process of using power
responsibly
Putting people & communities affected by crisis at the centre of the
response
The women, men, boys, and girls affected have a right to information in
order to make decisions, they have a right to participate in designing and
shaping the programmes that affect their lives, individually and
collectively, and they have the right to tell us whether or not we are doing
a good job
Only with accountable programming can we build the trust required to
build strong Safeguarding mechanisms
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Why is this important?
Ethical reasons – Rights based approach
Right to dignity and right to protection
Right to be heard and participate in decision making
Ethical reasons - Theological approach
An expression of our love for God and each other and
the command to “Act justly, love mercy and walk humbly”
Inclusion and caring for vulnerable people is at the heart of scripture
We are made in the image of God – intrinsically valuable and worth protecting.
An understanding of human nature that all people are capable of causing harm to others and abusing power.
Practical reasons
Supports high quality and effective programing – brings context and knowledge
Builds trust and improves acceptance and in long term contributes to resilience, ownership and confidence as people are active participants rather than passive
and voiceless beneficiaries.

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International standards
IASC six core principles on PSEAH
Core Humanitarian Standards (CHS)
Sphere standards

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 FACING THE FACTS
ABOUT SEXUAL MISCONDUCT: NUMBERS FOR 2019

99 118 174 39%

# of reported # of identified # of reported Estimated %
allegations victims allegations of UN workers
of sexual exploitation of sexual exploitation of sexual exploitation that have experienced
and abuse and abuse in and abuse involving sexual harassment**
in the UN system* the UN system* Partner organizations*

*Annual statistics for 2019. Source: https://www.un.org/preventing-sexual-exploitation-and-abuse/content/data-allegations-un-system-wide

** Based on a two-year survey ending in November 2018. Source: https://sdg.iisd.org/news/survey-finds-one-third-of-un-workers-experienced-sexual-harassment-in-last-two-years/14
 Video – what do you see?

https://www.youtube.com/watch?v=xNSgmm9FX2s

It’s easy to miss what you are not looking for!

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Break

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Types of Abuse – Brainstorm
On post it notes put down what types of abuse and
harm there are.

Bring your post it notes to stick on the flipcharts

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Power Walk activity

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What if were you?
Video https://youtu.be/yR3649rXJhY

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Building Blocks for Safe,
accountable organisations and
programmes.

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Christian Aids Community
Based Approach to
Accountability and Safeguarding

Christian Aid is on an
accountability journey, both
with partners and as an
organisation.

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Key building block
Complaints,
Feedback
Response
Mechanism

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‘Feedback’ and ‘complaints’ are words used to describe
suggestions or problems that people have. The words used
across communities and countries may be very different

What are the words for these in your languages?

Write on Flip Chart

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What is feedback/Complaint?
Feedback includes opinions, concerns, compliments, suggestions and
advice that agencies may adopt, or disagree with as appropriate.
Complaints are a specific grievance from anyone who has been
negatively affected by the action or inaction of Christian Aid, Partners
and their staff or other representatives.

Is complaining/giving feedback
common in your culture?

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Feedback and complaints
Quick Poll:
How many people in the room have personally ever
had a complaint about something e.g. at a restaurant?
• What was the complaint about?
• Did you air your complaint? If not what stopped you
from complaining?
• If you complained did you get a response? Was it
adequate?

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What is happening here? Why?

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Establishing
Effective
Feedback and
Complaint Ask the community Set up these Hear feedback and Track feedback and
what their preferred channels complaints complaints
Response channels are (CAA)

Mechanisms
(CFRMs)

Respond to Learn and adapt Improve the project

feedback and based on feedback and CFRM
complaints

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Break

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Establishing
Effective
Feedback
and
Complaint
Response
Ask the community
Mechanisms
what their preferred
(CFRMs)
channels are (CAA)

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What is a Community Accountability Assessment
(CAA)?
CAA is a tool to help us understand the communities
preferred channels for:
Receiving information
Sharing feedback
Making complaints

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Why conduct a community accountability
assessment.
To understand and
To understand what
evidence rather than
channels people trust that
assume what channels
we may not be using
work for different people

To get ideas on innovative

To understand the channels
feedback and complaints
people would use to give us
handling mechanisms that
feedback and complaints if
we may not think of on our
they were available to them.
own.

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The Structure of the CAA
Introduction Statement
Preferred Information Sharing channels
Preferred Feedback input channels
Expected behaviour of staff
Preferred complaints input channels

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Introduction Statement
Who we are
What work we do in that community
A description of the assessment

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Information Sharing
Current channels for receiving information
Preferred channels
Barriers

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Feedback
Current feedback channels
Preferred feedback channels
Barriers

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Expected Behaviour of Staff
Not physically abuse
Not develop physical/sexual relationship
Not show favouritism or offer benefits like money,
food, in exchange for sexual favours or other types of
favours.
Acting inappropriately due to being under influence of
drugs or alcohol

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Using
posters

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Complaints
Discussing the code of conduct
Preferred channels for reporting breaches of the CoC
Barriers

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Closing
Provide and plan for space and time to hear face to
face feedback
Bring feedback forms to document this feedback
Use a suggestion box and ask everyone to place some
feedback into the box

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Conducting a CAA – exercise.

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Activity
In your groups reflect on the assessment
Note down the channels suggested
Write up your reflections on a flip chart
How can you see this working in your contexts?
What are the challenges / opportunities
General reflections

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Introduction to Safeguarding and
Accoutability
DAY 2 – 24th November 2022
Cluj, Romania.
Judy Pang – Safeguarding and Accountability Adviser
for Ukraine Response.
I learn something yesterday….

….reflections on Day 1

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 Short CAA
1. How would you like to provide feedback on the
assistance you are receiving?
2. Which systems would you like to be available to the
community to report serious issues, such as violence
against women, corruption or bad behaviour of NGO
staff? Which systems do you trust? Which systems do
you not trust?
3. How would you like to receive information about the
services you are receiving and the organisation?

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Establishing
Effective
Feedback and
Complaint Ask the community Set up these Hear feedback and Track feedback and
what their preferred channels complaints complaints
Response channels are (CAA)

Mechanisms
(CFRMs)

Respond to Learn and adapt Improve the project

feedback and based on feedback and CFRM
complaints

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Establishing
Effective
Feedback
and
Complaint
Response
Mechanisms Set up these
(CFRMs) channels

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What complaints and feedback
channels were identified in our
CAA?

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When we Receive Sensitive
complaint
Feedback/

hear Check if
Complaint mechanism

Feedback/ there is
Feedback
on response
Capture in
Tracker

Complaint
Decide on
Respond
response

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 How we hear Project Feedback
feedback A Staff member
Tracker

How do we get How do we get the

the feedback from feedback from the
Receive
the channel to the staff member to the
Feedback
staff member? feedback tracker?

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 Steps for our channels – group
1) Feedback
work e.g. it would be better if the distribution was in the afternoon,
because mornings are very busy and difficult to travel.

How will it get from the channel to the staff member?

Who is the staff member?
How will it get from the staff member to the tracker?
Who will respond and when?
What are the challenges?

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 Steps for our channels – group
1) Feedback
work e.g. it would be better if the distribution was in the afternoon,
because mornings are very busy and difficult to travel.

Reflections

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Steps for our channels – group
work
2) Safeguarding Complaint e.g. at the distribution a volunteer was
asking for sexual favours in return for extra cash.

How will it get from the channel to the staff member?

Who is the staff member?
How will it get from the staff member to the tracker?
Who will respond and when?
How is this different from feedback – what do we
need to consider?

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 Steps for our channels – group
work
2) Safeguarding Complaint e.g. at the distribution a volunteer was
asking for sexual favours in return for extra cash.

Reflections

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Establishing
Effective
Feedback
and Hear feedback and
complaints
Track feedback and
complaints

Complaint
Response
Mechanisms
(CFRMs) Respond to feedback
(and complaints)

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We can respond to feedback in
many ways:
Talking directly to the individual who raised it
Communicating with the community
Taking action to address / resolve issues
Referring the feedback / complaint internally or
externally

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Closing the feedback loop
We cannot solve all problems or give everyone what
they need. Our role in responding to feedback is to be
honest about the scope and limitations of our work, and
to share information about our work in a way that the
community member(s) can understand.

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Did you know?
From a survey of almost 5,000 people across seven
humanitarian responses, a large proportion had never
received a response to their feedback. That included
90% of community members who had submitted
feedback in Lebanon, 52% in Afghanistan and 54% in
Somalia.

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Break

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Group Work – managing the
feedback and complaints:

Using the feedback given yesterday to the

suggestion box – log complaints into the trackers
and discuss response

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 Group Work – managing the
feedback and complaints:

Reflections

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Responding to sensitive complaints

Visible harm

Invisible Harm

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The Victim/survivors reactions Changes in
behaviour patterns

Symptoms
of emotional
distress

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Barriers to reporting

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Survivor centred approach
Respect
Safety Referral
Non- judgmental
Non-discrimination
Confidentiality
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Responding to a concern
DO… DON’T…
Listen carefully – showing they are being Be dismissive
taken seriously; trust what they are saying is Become defensive
correct. Argue with the person
Give them space to talk without asking Blame others
questions.
Make assumption without
Ensure the person feels safe knowing the facts
Always report incidents involving children Make promises you can’t keep
Report adult survivors concerns with their Ignore the problem
permission
Try to investigate yourself
Report to an appropriate staff member when
you witness something
Let them know what support is available
Ensure confidentiality/security

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What would you do if you see
abuse between members of the
community? Speak to an appropriate
member of staff
Get advice from local support
services
Refer them to local support
services if they consent

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Detailed referral mapping
It would
depend on
the type of
Who would we call
incident.
if there was an
incident in one of
our programmes?
It would depend
on the survivor It would
and their depend what
particular needs location it
happened in

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 A Safe channel for reporting
Person receiving complaint follows survivor centered approach
Confidentiality is ensured, including keeping data safely
Complaint can me handled in timely way
Referral pathways in place to provide support if wanted
Trusted - people need to trust the report will be handled sensitively and
investigated.

Does your organisation have a safe channel?

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Establishing
Effective
Feedback
and
Complaint Learn and adapt
based on feedback
Improve the project
and CFRM
Response
Mechanisms
(CFRMs)

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Learning and Adapting Based on
Feedback and complaints
You cannot be accountable if you do not learn

Out of all of the accountability processes, it is

by adjusting, adapting and improving projects
based on feedback that we are best able to give
power back to people and communities.

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 Our project risk cocktail

Partner Programme

Context
Community

Power Activities
structures
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Risk Assessment – Practical
Exercise

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Break

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Questions and Action Planning
Write down the 3 priority actions you will
take away from this training.
What resources/support do you need to
do these?
What challenges might you face?

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Any questions/comments

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Knowledge gauge

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