THE FEEDBACK SYSTEM:

Enabling dialogue with beneficiaries & easy access to efficient complaints mechanisms

.

What is the Feedback System: Innovative Monitoring & Evaluation tool

Part of aid accountability framework Providing real-time insight into feedback published online

Target groups - direct & indirect: IDP and refugee returnees People in IDP settlements

People in receiving communities Beneficiaries in reintegration project areas

Objectives: Support general return process

Ease access to information and support Ensure transparency and accountability

Provide standardized complaints mechanism Allow assistance to be adjusted and customised according to

needs Improve sustainability of solutions

FEEDBACK SYSTEM & CALL CENTRE | STRUCTURE

The Somalia Return Consortium (SRC) requests each member to identify a focal person to ensure clear reporting channels and

an efficient communication flow

A call center is managed by UNHCR in Nairobi/KENYA – this is also where the operator is based and to whom calls are directed

Response Monday-Thursday from 9am-3pm & Friday 9am-12noon

Outside business hours callers will be able to receive information and leave a message via an Interactive Voice Response (IVR)

system

Once feedback from Somalia is logged, a standardized case management process is initiated → Final report generated

0 HRS Initialization of the process SMS/Call

0-24 HRSAnalysis of the

information

0-24 HRSAn initial report on

each case is published:

onlinefeeds.org

24-48 HRSFollow-up

48-72 HRSProcessing & sharing back response with

the beneficiary

48-72 HRSFollow-up activities

and response provided

48-72 HRSFinal report 24-48 HRS

END Case is being

processed

Case management

Returnees or other citizens concerned in area of return in

Somalia use the toll-free number 345 to submit

feedback or file a complaint via SMS or voice call

The Call Center sends an email to the member

organisation concerned as an initial step to clarify the

matter and to find a solution before preparing an actual response to the feedback

The suggested response is sent by the concerned

member organization to the Call Center within max 3-5

days

SRC Call Center contacts the sender of the feedback to

inform about the findings and the relevant advice or

solution

1) Protection & Security

2) Complaints: Assistance | Selection | Logistics | Reintegration

3) Appeal: Emergency | Additional | Request | Reintegration

4) Appreciation

FEEDBACK CATEGORIES & PRIORITIZATION

Beneficiary status: IDP returnee Refugee returnee Receiving community Reintegration beneficiary Non-beneficiary

Monthly update with feedback data, main trends and complaints examples

NEW WEBSITE:

www.somaliareturnconsortium.org

News and updates

Feedback examples

Tools and resources online

Donor visibility

NEWS & UPDATES

Bulk SMS to beneficiaries:

Welcome message to all newly assisted beneficiaries

Mine risk education

Awareness on specific matter upon need

Your ideas?

OUTREACH

THANK YOU

Q&A

For further information: www.somaliareturnconsortium.org

Feedback published online: rc.onlinefeeds.org

Call Center Operator: ayub.ahmed@drcsomalia.org