Innovative Complaint Mechanism for Northern Resettlement Program in Vavuniya

 
 
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CARE Vavuniya has been implementing
emergency and early recovery activities since
May 2009, targeting the war affected as well as
the vulnerable communities. The type of
activities CARE has been involved in, includes
transitional shelter, water and sanitation, health
and hygiene promotion, assert restoration, cash
for work etc. CARE’s program in Vanni has
evolved through different phases and learning
from each phase was used to design future
activities. A community driven approach has
been adopted in livelihood and Infrastructure
activities where community plays a significant
role in determining the model and approach of
our intervention.
 
A key observation made when implementing
emergency and early recovery projects in the
Vanni was, due to the large number of people
resettled with limited resources, we are unable
to meet everyone’s need. As a result, we had to
limit to a selection criteria which targeted the
most vulnerable people in the community.
While developing the criteria, CARE adhered to
the standards agreed by the early recovery
cluster and community groups such as RDS,
WRDS and  government officers such as  the
GS. The past few years, have seen many
revisions in the selection criteria. When
observed that our criteria excluded a group of
vulnerable people, we revised the list to make
deliberate efforts to make the selection process
inclusive.
 
Even though, we explained what the “selection
criteria” is to communities, published the name
list of the selected beneficiaries in the common
place etc, grievances continued to arise among
the villagers. Most times reason alludes to lack
of knowledge on the “selection criteria”, cases of
those ineligible receiving assistance or
malpractices by government or CBOs in those
communities among other issues. Although we
receive large number of complaints during
beneficiary selection and asset transfers to the
community, there is also complaints received
towards the latter part of the project.
 
The main objective of establishing this system is
to ensure accountability to beneficiaries and
stakeholders with whom CARE works with. If
there are any grievances prone to create
tension among the community due to our
intervention, it’s our responsibility to address
those issues and solve them in an appropriate
manner. Establishment of this system is also an
opportunity for CARE to demonstrate our
program quality to the people we are working
with including stakeholders. In addition, this tool
is also a key recommendations of the
Humanitarian Accountability Partnership (HAP).
The DNH analysis conducted in resettlement
program has also indicated that we have to
have a system to deal with community
complaints. In addition to that, CARE staff
receive complaints through phone calls, letters,
etc. But there wasn’t a structured system to deal
with these complains and document them. An
adequate system will help the program
implementers to identify the nature of the
complain as a result  enable the management to
take decisions.
 
 
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Considering the above factors, The Program Management Team (PMT) of Vavuniya agreed to set up
an innovative complain mechanism system to deal with complains in a professional and timely fashion.
In the past resettlement program did not have a structured system to receive and respond to complains
of the community. While acknowledging the fact that mobile phones become an essential
communication mode of many communities that we work with and challenges faced with traditional
complaint systems by establishing complaint boxes, etc. The team decided to pilot a complaint
mechanism using  telephones. Any community member who wanted to make a complaint about
CARE’s programming are free to call our hotline number to register a complaint.
Dial us..We are ready to listen you..!
 
 
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It’s critical that CARE staff both Field and the
Management come to an agreement about
this complain Mechanism and commit
towards its implementation. Before
implementing the proposed system, all the
questions and concerns should be addressed
and conclusions reached. CARE staff will be
the agent of the proposed system who will
implement it in their target project areas.
Therefore their buy in is critically important.
During the initial orientation about the new
system to field staff, there were lot of
questions and defensive feedback received
by the management team and it was very
difficult to convince the field teams to
implement this system.
 
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Responsibility should lie within key
management staff in implementing the
mechanism. Area Director will be responsible
in ensuring that management allocate
sufficient time to review, reflect and take
management decisions based on the analysis
of the complaints that we receive. In addition,
special complain committee was formed to
review the complaints on a regular basis.
 
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Awareness raising and building confidence
among villagers about this system is vital if it
is to succeed. We are using several
interventions such as postering, community
meetings, and stakeholder meetings to
enlighten them about the system and its
functions. This is an important pre condition
for the success of the mechanism.
 
 
 
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In Vanni, there is a competition among the
villages to be selected for the humanitarian
assistance. This is due to the fact that not all
the villages get the assistance of the
humanitarian organizations. When CARE
select a village, there is a rational and reason
for selecting that particular village. The
complain mechanism will receive complain
from people in relation to selection of villages
 
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An issue that creates tension among the
community members is, how do we select
beneficiaries?  Why CARE selects a group of
people and leaves others? On what criteria
these beneficiaries were selected. Why
certain group of people like less member
families and people above 60 years of age
are neglected etc.  Although CARE is
educating the people throughout the project
about the selection process, villagers still
have concerns. The complain mechanism will
receive complains about the beneficiary
selection. People can complain if someone
not eligible included into the beneficiary list or
someone eligible excluded from the
beneficiary list. People can also request
clarification on what basis an individual
considered as beneficiaries. The system will
also receive complain about the malpractices
(if any) used by different actors (RDS, GS
etc) while selecting the beneficiaries.
 
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The system will provide opportunity for
villagers to make complain about CARE staff
and their behaviors. CARE staffs are
expected to maintain high quality in their work
and have professional relationship with the
beneficiaries and other stakeholders.
Evidence within CARE and other organization
shows that sometimes staffs who works for
the humanitarian organizations can involve in
corruption, being bias for one group of people
in the community, sexual harassment of
beneficiaries, misuse of CARE property etc.
Through this system, we expect to get
community feedback to address these issues.
 
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When CARE provides assistance to the
people, there is an agreement of how to use
the assistance provided by CARE. This has
been mentioned in the MOU sign with the
beneficiaries. If any beneficiaries miss use
the assistance, others can make a complain
about this and CARE officers will take the
action based on the complaint lodged
 
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We already have several systems of receiving and responding to complaints. For example,
through our community meetings, individual meeting etc. the proposed system will not replace
what already exists. Although we establish complain mechanism systems, we still respond to
any complain that comes to us through meetings etc. But as much as possible, we will
encourage people to use the proposed system
 
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Hot line will be open to accept complains during
office hours (from 8.30 – 5.30). Hot line will be
closed after the office hours and no complaints
will be accepted.
 
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Although anonymous calls are not encouraged,
due to the sensitivity of certain issues and
protection aspects, some people may not  be
comfortable disclosing their names. Hence,
anonymous calls will be accepted and  given
equal attention as regular calls. Management
will review credibility of the anonymous calls
and make a decision about the viability of
continuing this service.
 
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Following a complain review, management will
identify a person to communicate our response
to the particular beneficiary / non beneficiary.
This could be a Field Coordinator, Project
Manager or Area Director. Person will be
identified by the management based on the
issue. CARE will always resort towards direct
responses and try to reduce written
communication when responding to the
beneficiaries. i.e., if there are critical issues that
requires the attention of GA, DS , then
management will take a decision to write a letter
or use other modes to communicate. When we
receive a complaint from a beneficiary, we will
agree on  a time to provide an answer to that
complain. It will be from 1 week to 10 days
maximum.
 
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The person who receives the complain will not
have authority to come to any conclusion or
decide which complain needs to be recorded.
The person will record all the complains and
forward to the committee. Committee will then
decide on how to follow up.
 
 
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The committee will consist of 4 staff, namely
Area Director, 2 Project Managers and Strategic
Support Coordinator. This committee will meet
every week to review complaints. We are
anticipating more number of complains during
the period of beneficiary selection and assert
transfers. During this period committees will
meet every week. After asset transfer period is
over, committee will decide the frequency of
meetings. Some complains will require
immediate attention. In which case, the
committee will meet immediately and come to a
decision. If a committee member is not
available, others will contact him / her via
phone. When contacting a committee member
over the phone, confidentiality will be
maintained.
Complain reviewing committee is a sub group of
PMT (Program Management team) of Vavuniya
office. PMT meets every once in two week. An
update will be given by the complain reviewing
committee to the PMT.
 
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The Strategic Support Coordinator (SSC) has
been identified as a suitable candidate to
receive the complaints from the community. She
is part of CARE Sri Lanka’s complain reviewing
committee and possesses much experience on
the subject. Due to the nature of her work, she
spends lot of time at the office. The person who
receive the complain should stay at office mainly
to answer calls. Therefore, SSC has been
nominated for this responsibility. In SSC’s
absence, the Junior Finance Manager will hold
responsibility of receiving complains.
 
Complainer by
Gender
(November 2012)
 
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Vanithatevi is a CFW beneficiary of CARE’s resettlement project. She sent her brother for a particular
day work due to her illness. However, CARE assigned supervisory team for CFW did not accept him
and assigned to labour work. According to the project guideline, the registered person should come
for CFW. But this regulation can be excused upon a valid justification. Vanithathevi called the CARE’s
compliant hotline and informed about her representative for CFW. Considering the urgency of this
complaint, this was immedeiately informed to responsible FC and he instructed the supervisory team
to accept her brother for CFW.
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“I am a casual government staff and a father of 3 daughters and a son. I have applied for Livelihood
assistance from CARE. However, when the selected list was displayed at community hall, my name
was not included. Then I inquired from the RDS leaders and CARE volunteer. The reason was I am a
government staff. However, later I met CARE officer for this village and I explained about my situation,
two elder daughters are mentally and physically disabled. My total earning is even insufficient for
caring my two daughters. CARE staff informed me that, she will consider after the discussion at office
in the 2
nd
 phase of beneficiary selection. Meanwhile, I also informed through the CARE’s telephone
number mentioned in the posters in our village. One week later, an officer visited from CARE noted all
details about our family situation. Finally they selected me as a beneficiary in first round itself. I am
very much happy about the response of CARE over the complaint I made.”
 
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Prepared by Resettlement Team   
    
Designed by Maithree Abeyrathna
 
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CARE International - Vavuniya Area Office
No, 77 Temple Road, Kurumankadu – TP: 024 224074
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The Northern Resettlement Program by CARE involves various activities to aid war-affected and vulnerable communities. Despite efforts to explain selection criteria, grievances arose among villagers, leading to the establishment of a structured complaint mechanism using telephones. The Program Management Team in Vavuniya implemented this innovative system to address complaints promptly and professionally, emphasizing the importance of staff engagement and commitment.


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  1. Complaint Mechanism of Northern Resettlement Program IT S ALL ABOUT LISTERNING TO PEOPLE Background CARE emergency and early recovery activities since May 2009, targeting the war affected as well as the vulnerable communities. The type of activities CARE has been involved in, includes transitional shelter, water and sanitation, health and hygiene promotion, assert restoration, cash for work etc. CARE s program in Vanni has evolved through different phases and learning from each phase was used to design future activities. A community driven approach has been adopted in livelihood and Infrastructure activities where community plays a significant role in determining the model and approach of our intervention. Vavuniya has been implementing Even though, we explained what the selection criteria is to communities, published the name list of the selected beneficiaries in the common place etc, grievances continued to arise among the villagers. Most times reason alludes to lack of knowledge on the selectioncriteria , cases of those ineligible receiving malpractices by government or CBOs in those communities among other issues. Although we receive large number of complaints during beneficiary selection and asset transfers to the community, there is also complaints received towards the latter part of the project. assistance or The main objective of establishing this system is to ensure accountability to beneficiaries and stakeholders with whom CARE works with. If there are any grievances prone to create tension among the community due to our intervention, it s our responsibility to address those issues and solve them in an appropriate manner. Establishment of this system is also an opportunity for CARE to demonstrate our program quality to the people we are working with including stakeholders. In addition, this tool is also a key recommendations of the Humanitarian Accountability Partnership (HAP). The DNH analysis conducted in resettlement program has also indicated that we have to have a system to deal with community complaints. In addition to that, CARE staff receive complaints through phone calls, letters, etc. But there wasn t a structured system to deal with these complains and document them. An adequate system will help the program implementers to identify the nature of the complain as a result enable the management to take decisions. A key observation made when implementing emergency and early recovery projects in the Vanni was, due to the large number of people resettled with limited resources, we are unable to meet everyone s need. As a result, we had to limit to a selection criteria which targeted the most vulnerable people in the community. While developing the criteria, CARE adhered to the standards agreed by the early recovery cluster and community groups such as RDS, WRDS and government officers such as the GS. The past few years, have seen many revisions in the selection criteria. When observed that our criteria excluded a group of vulnerable people, we revised the list to make deliberate efforts to make the selection process inclusive.

  2. COMPLAINT Mechanism system Considering the above factors, The Program Management Team (PMT) of Vavuniya agreed to set up an innovative complain mechanism system to deal with complains in a professional and timely fashion. In the past resettlement program did not have a structured system to receive and respond to complains of the community. While acknowledging the fact that mobile phones become an essential communication mode of many communities that we work with and challenges faced with traditional complaint systems by establishing complaint boxes, etc. The team decided to pilot a complaint mechanism using telephones. Any community member who wanted to make a complaint about CARE s programming are free to call our hotline number to register a complaint. Dial us..We are ready to listen you..!

  3. PRE CONDITIONS Staff buy in It s critical that CARE staff both Field and the Management come to an agreement about this complain Mechanism and commit towards its implementation. implementing the proposed system, all the questions and concerns should be addressed and conclusions reached. CARE staff will be the agent of the proposed system who will implement it in their target project areas. Therefore their buy in is critically important. During the initial orientation about the new system to field staff, there were lot of questions and defensive feedback received by the management team and it was very difficult to convince the field teams to implement this system. Before Dedicated Management Responsibility management staff in implementing the mechanism. Area Director will be responsible in ensuring that management allocate sufficient time to review, reflect and take management decisions based on the analysis of the complaints that we receive. In addition, special complain committee was formed to review the complaints on a regular basis. should lie within key Create confidence Awareness raising and building confidence among villagers about this system is vital if it is to succeed. We are using several interventions such as postering, community meetings, and stakeholder meetings to enlighten them about the system and its functions. This is an important pre condition for the success of the mechanism. awareness and building

  4. What type of complain will be received through this system? Selection of location. In Vanni, there is a competition among the villages to be selected for the humanitarian assistance. This is due to the fact that not all the villages get the assistance of the humanitarian organizations. When CARE select a village, there is a rational and reason for selecting that particular village. The complain mechanism will receive complain from people in relation to selection of villages Complain about CARE staff. The system will provide opportunity for villagers to make complain about CARE staff and their behaviors. CARE staffs are expected to maintain high quality in their work and have professional relationship with the beneficiaries and Evidence within CARE and other organization shows that sometimes staffs who works for the humanitarian organizations can involve in corruption, being bias for one group of people in the community, sexual harassment of beneficiaries, misuse of CARE property etc. Through this system, we expect to get community feedback to address these issues. other stakeholders. Selection of beneficiaries. An issue that creates tension among the community members is, how do we select beneficiaries? Why CARE selects a group of people and leaves others? On what criteria these beneficiaries were selected. Why certain group of people like less member families and people above 60 years of age are neglected etc. Although CARE is educating the people throughout the project about the selection process, villagers still have concerns. The complain mechanism will receive complains about the beneficiary selection. People can complain if someone not eligible included into the beneficiary list or someone eligible excluded beneficiary list. People can also request clarification on what basis an individual considered as beneficiaries. The system will also receive complain about the malpractices (if any) used by different actors (RDS, GS etc) while selecting the beneficiaries. Misuse of the CARE resource by the beneficiaries. When CARE provides assistance to the people, there is an agreement of how to use the assistance provided by CARE. This has been mentioned in the MOU sign with the beneficiaries. If any beneficiaries miss use the assistance, others can make a complain about this and CARE officers will take the action based on the complaint lodged from the Selection of beneficiaries Complain about CARE staff Types of complains Selection of location Complaints by Category Selection of beneficiary Selection of location 0% 94% 0% 6% About CARE staff CARE resource Misuse of the CARE resource

  5. HOW the system works? A community member will call CARE hotline number to lodge a complain A trained and dedicated person who is based in complaint desk at Vavuniya area office will receive the call from the person listen to the complain and register on the complaint log book. While accepting the complain a specific time period will be given to the person who lodge the complain to provide the feedback/solution Complaint committee will meet once a week to review the complains registered in the log book and agreed on the follow up actions. Depend on the complain, assigned senior manager will consult with the field team member and get his/her opinion Investigate the complain and provide response to the person who lodged the complain. Complaint register will be updated with actions taken for each complaint. If the complaint about a CARE staff or resources, a senior manager will update the PMT (Vavuniya) about the progress and will inform to Colombo CO to seek further advicers. Will this complain mechanism replace already existing systems? We already have several systems of receiving and responding to complaints. For example, through our community meetings, individual meeting etc. the proposed system will not replace what already exists. Although we establish complain mechanism systems, we still respond to any complain that comes to us through meetings etc. But as much as possible, we will encourage people to use the proposed system

  6. Complain Review Complain reviewing Committee The committee will consist of 4 staff, namely Area Director, 2 Project Managers and Strategic Support Coordinator. This committee will meet every week to review complaints. We are anticipating more number of complains during the period of beneficiary selection and assert transfers. During this period committees will meet every week. After asset transfer period is over, committee will decide the frequency of meetings. Some complains immediate attention. In which case, the committee will meet immediately and come to a decision. If a committee member is not available, others will contact him / her via phone. When contacting a committee member over the phone, confidentiality maintained. Complain reviewing committee is a sub group of PMT (Program Management team) of Vavuniya office. PMT meets every once in two week. An update will be given by the complain reviewing committee to the PMT. Hours open to complaints Hot line will be open to accept complains during office hours (from 8.30 5.30). Hot line will be closed after the office hours and no complaints will be accepted. Will anonymous calls be accepted? Although anonymous calls are not encouraged, due to the sensitivity of certain issues and protection aspects, some people may not be comfortable disclosing their names. Hence, anonymous calls will be accepted and given equal attention as regular calls. Management will review credibility of the anonymous calls and make a decision about the viability of continuing this service. will require will be Means of response. Following a complain review, management will identify a person to communicate our response to the particular beneficiary / non beneficiary. This could be a Field Coordinator, Project Manager or Area Director. Person will be identified by the management based on the issue. CARE will always resort towards direct responses and try communication when beneficiaries. i.e., if there are critical issues that requires the attention of GA, DS , then management will take a decision to write a letter or use other modes to communicate. When we receive a complaint from a beneficiary, we will agree on a time to provide an answer to that complain. It will be from 1 week to 10 days maximum. Who will receive the complaints The Strategic Support Coordinator (SSC) has been identified as a suitable candidate to receive the complaints from the community. She is part of CARE Sri Lanka s complain reviewing committee and possesses much experience on the subject. Due to the nature of her work, she spends lot of time at the office. The person who receive the complain should stay at office mainly to answer calls. Therefore, SSC has been nominated for this responsibility. In SSC s absence, the Junior Finance Manager will hold responsibility of receiving complains. to responding reduce written to the Authority limitations of the person who receives the complain. The person who receives the complain will not have authority to come to any conclusion or decide which complain needs to be recorded. The person will record all the complains and forward to the committee. Committee will then decide on how to follow up. Complainer by Gender (November 2012) Male 47% Female 53%

  7. I was sick for particular day and I sent my brother for CAREs Cash for Work. But, the site supervisor did not accept him. So I heard about a telephone no of CARE and I tried that. I made my request through that phone number and a person recorded all the details politely. The CARE staff who responsible for our village is quickly responded to my complaint and my brother was accepted to participate in the CFW . S. Vanithatevi Udayarkattu South GND S. Vanithatevi Udayarkattu South GND Vanithatevi is a CFW beneficiary of CARE s resettlement project. She sent her brother for a particular day work due to her illness. However, CARE assigned supervisory team for CFW did not accept him and assigned to labour work. According to the project guideline, the registered person should come for CFW. But this regulation can be excused upon a valid justification. Vanithathevi called the CARE s compliant hotline and informed about her representative for CFW. Considering the urgency of this complaint, this was immedeiately informed to responsible FC and he instructed the supervisory team to accept her brother for CFW. S. Mahendran Iranaipalai GND I am a casual government staff and a father of 3 daughters and a son. I have applied for Livelihood assistance from CARE. However, when the selected list was displayed at community hall, my name was not included. Then I inquired from the RDS leaders and CARE volunteer. The reason was I am a government staff. However, later I met CARE officer for this village and I explained about my situation, two elder daughters are mentally and physically disabled. My total earning is even insufficient for caring my two daughters. CARE staff informed me that, she will consider after the discussion at office in the 2nd phase of beneficiary selection. Meanwhile, I also informed through the CARE s telephone number mentioned in the posters in our village. One week later, an officer visited from CARE noted all details about our family situation. Finally they selected me as a beneficiary in first round itself. I am very much happy about the response of CARE over the complaint I made. Prepared by Resettlement Team Designed by Maithree Abeyrathna

  8. For more information: CARE International - Vavuniya Area Office No, 77 Temple Road, Kurumankadu TP: 024 224074

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