Measuring effective accountability through the HAP 2007 Standard

DATE: 2 September, 2010

LOCATION: NIDOS AGM, Glasgow

Humanitarian Accountability involves…

taking account of….giving account to…..being held to account by…..

affected populations.

The responsible use of power

Quality

A quality service or product: responds to and satisfies the needs of

intended beneficiaries can be measured in terms of

effectiveness, efficiency and impact.

Quality therefore is the features of a service or product that make it fit for purpose

HAP is a membership-based organisation

Just a small selection of our membership

Challenge: how to measure against principles…

Benchmarks1. Humanitarian Quality Management System

2. Information sharing

3. Participation And Informed Consent

4. Competent Staff

5. Complaints-handling

6. Continual Improvement

Benchmark 1 – Humanitarian Quality Management System

Benchmark 1:

The agency shall establish a humanitarian quality management

system

How organisational committments are implemented in practice & are continually improved against.

Benchmark 2 – information sharing

Benchmark 2: Information sharing

The following information is publicly available to intended beneficiaries, disaster-affected communities, agency staff and other specified stakeholders:

(a) organizational background; (b) humanitarian accountability framework; (c) humanitarian plan; (d) progress reports;(e) complaints handling procedures

Information is presented in a way that is accessible and comprehensible for beneficiaries and specified stakeholders

Disaster-affected communities are informed about the beneficiary selection criteria and deliverables

???

“If I learn about the items [in the relief package] it is good for me because if the value of the items is less than my one day’s work I will not go [to the distribution].”

Middle-aged man Bagerhat District, Bangladesh after Cyclone Sidr (Jan 2008)

The name and contact details of the agency is on all publicly available information.

Information about the relevant parts of its structure, including staff roles and responsibilities, is available.

“When we see someone doing something we think it is good, but actually we do not know.”

Middle-aged man, Bangladesh after Cyclone Sidr (Jan 2008)

Benchmark 3 – participation and informed consent

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

“If you come here to give us something or not, at least you talk to some of us and ask us what we think”

Beneficiary man, Bangladesh, after Cyclone Sidr

Specify the processes used to identify intended beneficiaries and their representatives - with specific reference to gender, age, disability and other identifiable vulnerabilities

Enable intended beneficiaries and their representatives to participate in project design, implementation, monitoring and evaluation.

Benchmark 4 – Staff Competencies

Benchmark 4 – Staff Competencies

Determine the competencies, attitudes, and development needs of staff required to

implement its humanitarian quality management system.

Statement of the competencies and attitudes required from staff

Staff are aware of the humanitarian accountability framework, their relevance and importance in it and their responsibilities in the implementation

System of review for staff - performance, competencies, behaviours and attitudes

Continual staff development to implement the HQMS

Benchmark 5 – Complaint Handling

Benchmark 5Establish 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

Ask intended beneficiaries and the host community about appropriate ways to handle complaints

Establish and document complaints-handling procedures

These should clearly state: – the right of beneficiaries and other specified stakeholders to file a

complaint – the purpose, parameters and limitations of the procedure – the procedure for submitting complaints – the steps taken in processing complaints – confidentiality and non-retaliation policy for complainants – the process for safe referral of complaints that the agency is not

equipped to handle – the right to receive a response

Ensure that intended beneficiaries, affected communities and its staff understand the complaints-handling procedures

Verify that all complaints received are handled according to the stated procedures

Complaints

Establish and implement an effective and safe complaints handling mechanism for its staff

Benchmark 6 – Continual Improvement

Benchmark 6:Establish a process of continual improvement for its humanitarian accountability framework and humanitarian quality management system

Specify processes used for continual improvement

Monitor and evaluate the agreed means to improve quality with respect to the Principles of Accountability and Principles for Humanitarian Action

How would the Standard work in your organisation?

What would you need to do to meet the following benchmarks as part of a project?

+ Information sharing+ Participation+ Complaint Handling

• What are the main strengths or benefits of the HAP Standard?

• How can the HAP Standard be improved?

(e.g. clarity of application, language, format, content)

Vision Mission

Mission: To make humanitarian action accountable to its intended beneficiaries through: - self-regulation - compliance verification - certification.

Vision:Establish a humanitarian system championing the rights and the dignity of disaster survivors.

Founded in 2003 HAP is a partnership aiming to make humanitarian action accountable to beneficiaries.

HAP Members:–Seek to comply with and promote the HAP Principles of Accountability–Are committed to improve the quality and effectiveness of their work