Community Feedback Training for Feedback Collectors

In August 2010, the International Federation of Red Cross and Red Crescent Societies conducted a training session on collecting feedback from the public. The session covered various aspects such as the importance of feedback, types of feedback, collection methods, responding to feedback, and the impact of listening to feedback. It emphasized the significance of gathering input from the community to provide better support, prevent issues, understand concerns, and build trust. The training highlighted examples of good and bad feedback entries to enhance understanding and effectiveness in feedback collection processes.

• Feedback training
• Red Cross
• Community engagement
• Public support
• Decision-making

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1. International Federation of Red Cross and Red Crescent Societies August 2010 Community Feedback Training for feedback collectors Public

2. International Federation of Red Cross and Red Crescent Societies August 2010 Session overview What is feedback and why do we collect it? What is good feedback? What is sensitive feedback? How to collect feedback? Practice session How to answer/follow up on feedback? What if you want to give feedback yourself? Questions Public

3. International Federation of Red Cross and Red Crescent Societies August 2010 What is collected through a feedback mechanism? EVERYTHING! (if we do our job well) Positive and negative feedback questions believes comments Sensitive feedback rumours misconceptions Concerns Public

4. International Federation of Red Cross and Red Crescent Societies August 2010 What happens if we don t listen? Public

5. International Federation of Red Cross and Red Crescent Societies August 2010 Our jobs get easier and more efficient, because Public

6. International Federation of Red Cross and Red Crescent Societies August 2010 Why do we collect feedback? Because collecting feedback Helps us give the support that people want, not the support we think they need Can prevent problems from escalating Helps understand the worries and contributions of community members Supports sharing decision making power and helps build trust and confidence --> People have a right to provide suggestions or feedback on decisions that affect them Public

7. International Federation of Red Cross and Red Crescent Societies August 2010 What is a good feedback entry? Bad feedback entry : medicine we don t know anything (what medicine? Does the person need medicine? Good feedback entry : needs medicine for diarrhea, the local pharmacy did not have any medicine and the hospital is too far. we know what the problem is, what is needed, now we can find an answer! Public

8. International Federation of Red Cross and Red Crescent Societies August 2010 What is sensitive feedback? Sexual Exploitation and Abuse (PSEA) (improper sexual behaviour) EXAMPLE: aid workers or volunteers asking for sexual favours in exchange for aid, buying sexual services or engaging in other exploitative sexual behaviour Sexual and Gender based violence (SGBV) EXAMPLE: Sexual and gender-based violence against any person. Can also happen because of unsafe design of humanitarian assistance, like failing to provide lights and inside locks of toilets and bathrooms, not separating vulnerable women and children from men they are not related to or know. Corruption EXAMPLE: a person asking for a bribe (often money) before letting somebody access a service or aid. Extortion EXAMPLE: a person threatening violence in order to receive money. Fraud EXAMPLE: a person tricking another person in order to make money or for a personal advantage. Any other breach of our code of conduct. Public

9. International Federation of Red Cross and Red Crescent Societies August 2010 How to handle sensitive feedback Public

10. International Federation of Red Cross and Red Crescent Societies November 2009 Template library: Feedback receipt Feedback receipt Receipt number: Date: Location: Name feedback giver: [Insert logo here] Staff/volunteer who received feedback: Phone number feedback giver: This receipt confirms that [fill in name of National Society] has received your feedback. We will try to respond in [fill in hours] hours. You can receive more information on our work at [fill in location], during the following times [day-day, time-time] Public

11. International Federation of Red Cross and Red Crescent Societies August 2010 Our referral system Fill in local referral system (who needs to be informed if volunteers receive what kind of sensitive feedback?) i.e. could be: feedback manager who escalates to correct department AND another person i.e. PGI for complaints about the feedback manager/feedback volunteers. Public

12. International Federation of Red Cross and Red Crescent Societies August 2010 Quiz Use Kahoot or just paper snippets for quiz: give feedback examples fitting the local context and let the team choose if it s sensitive or not Public

13. International Federation of Red Cross and Red Crescent Societies August 2010 Why do we need to ask for consent? To record any kind of feedback we need to ask for consent (permission) of the community member. They have a right to know what happens to their details They do not have to talk to us and if they choose to do so they can do it anonymously Public

14. International Federation of Red Cross and Red Crescent Societies August 2010 How to collect feedback? Introduction, expectation management and consent Hello, my name is ________ And I am working for ________________ We want to know your questions, suggestions or complaints so that we can help you better We may not always be able to answer everything, but we will try to follow it up. You don t have to give us your name and contact if you don t want to. If you give me your contact details, we can contact you if necessary. You can also receive more information through__________________ Is it okay if I write down your questions to share with __________ and other relevant organisations? --> it is important that you don t just read the text but ask the person, you can rephrase the text once you re comfortable, but still have to mention all points! Public

15. International Federation of Red Cross and Red Crescent Societies August 2010 How do we collect feedback? FEEDBACK FORM [insert logo here] ng marked with * is mandatory to fill in, everything else is optional Have participants go through printed out version or ODK for each part of the form and explain. Feedback channel*: o face-to-face o hotline call o hotline SMS o WhatsApp o ra o telephone call o Twitter o Facebook o Instagram o o lunteer name: *Location (of complaint or feedback giver): District: Sub-District: Village/ camp: Feedback number (for sensitive topics): ello, my name is ________ And I am working for ________________ e want to know your questions, suggestions or complaints so that we can help you better e may not always be able to answer everything, but we will try to follow it up. ou don t have to give us your name and contact if you don t want to. f you give me your contact details, we can contact you if necessary. ou can also receive more information through__________________ s it okay if I write down your questions to share with __________ and other relevant organisations? yes o no (stop conversation) o unknown (i.e. contact through public twitter account) *Age range: o under 13; o 13-17; o 18-29; o 30-39; o 40-49; o 60-69; o 70-79; o 80+ e; o Male; o Other; o Unknown erson vulnerable? (pregnant, disabled, elderly, woman heading a household alone )? o no o unknown nity feedback (rumour, concern, question, anything the community member wants to share, try to answe questions: Who? What? When? Where?) ensitive feedback (protection, fraud, PSEA etc.)?: o yes o no o unsure answer given: ______________________________________________ d have referred to:____________________________________________ ly responded (if more than one feedback) partial answer:______________________________________ feedback giver: Contact of feedback giver: t: Public

16. International Federation of Red Cross and Red Crescent Societies August 2010 Practice session Half of the group are community members the other half feedback collectors Practice collecting feedback from each other Once you have collected feedback from two people swap roles Come back into plenary and discuss, what was easy, what was hard, what questions do you have? Public

17. International Federation of Red Cross and Red Crescent Societies August 2010 How to answer/follow up on feedback? A single father gives feedback that the village leader takes a cut of the money provided to him to support his children s education. The volunteer answers: you should report this to the child protection officer of the district government Is this a good response and can the volunteer mark this feedback as referred ? No Answers need to ACTIONABLE! The response is missing who the contact person is and how to reach them. Correct response: you should report this to the child protection officer of the district government. Her name is xyz and this is her number. Let s call her together now . Public

18. International Federation of Red Cross and Red Crescent Societies August 2010 How to answer/follow up on feedback? Every day before you collect feedback take ten minutes with the other volunteers to go through the Frequently asked question document (FAQ) Use the FAQ to answer immediately For sensitive feedback use the referral system Questions you don t know are marked as open and will be answered through the feedback manager Public

19. International Federation of Red Cross and Red Crescent Societies August 2010 What if you want to give feedback yourself? We want to hear from YOU too! If you have feedback because you are also affected by the current crisis, one of your colleagues may document your feedback and note in the comment section that you re a volunteer (this is to ensure that we know how much feedback is from within the organization and how much from the community) If you have feedback on your line manager/don t want to give your feedback to your line manager you can use the internal referral system (fill in internal referral system) Public

20. International Federation of Red Cross and Red Crescent Societies August 2010 Questions? Public