Diakonia Accountability Framework and Complaints and Response Mechanism (CRM)
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Transcript of Diakonia Accountability Framework and Complaints and Response Mechanism (CRM)
Diakonia Accountability Framework and Complaints and Response Mechanism (CRM)
- Program and Objectives
Lukenya Getaway, Nairobi, Kenya3rd April 2014Stephen Ndichu
Stephen Ndichu | 03 April 2014
Session Objectives
• To improve the understanding of what is accountability according to
Diakonia
• To understand how the CRM fits into the overall accountability
framework of Diakonia
• Provide information on what Diakonia expects of partners, with regard
to accountability
• Outline the CRM process for LVRP partners
• Come up with commitments/plans for partners to develop their own
CRM
© Diakonia 2
Stephen Ndichu | 03 April 2014
Session Overview
• Diakonia Accountability Framework
• Diakonia Complaints and Responses Mechanism
• Discussion on how to present complaints within LVRP
• Plans/Commitments for partner CRM development
© Diakonia 3
Stephen Ndichu | 03 April 2014 © Diakonia 4
Discussion Session
How would you like to complain about Diakonia?
To whom would the complaints go to?
Which method of presenting complaints works for you?
Stephen Ndichu | 03 April 2014
The Assignement
Committing and Planning
© Diakonia 5
Stephen Ndichu | 03 April 2014
Partner CRM Rollout
© Diakonia 6
a) Commit to the processb) Consider potential risksc) Complaint mechanism together with other NGOd) Let right holders decide what’s best e) Define roles for all parties f) Know the context for all parties g) Have an awareness discussion with all employees h) Enable right holders to complain
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