Annex A-Communication Channels En
SDF
Communication Channels
communication channels are important elements of administration
activity in the foundation. They provide abilities of power and control to
superiors as well as satisfaction and performance to subordinates.
Being
accountable to communities means to respect the needs, concerns, capacities and
disposition of those with whom we work and to answer for our actions and
decisions including the way we communicate to the affected population.
Being
accountable to communities requires effective communication with communities to
lead people affected by crises to know their rights, entitlements, accessing life-saving
information and participate in decisions that affect them.
Effective
complaint mechanisms promote accountability as people of concern are better
able to report abuse and access additional protection through deterrence.
Effective mechanisms also help organizations become less attractive to
potential abusers as work environments.
A complaint
mechanism is effective when it is safe, confidential, transparent and
accessible. The primary concern when
establishing SEA reporting channels for affected populations is that multiple entry
points exist allowing different methods of reporting (i.e., written, verbal, in
person, over SMS, etc.) which are accessible to all potential complainants.
Multiple entry points minimize stigmatization of complainants and encourage
reporting
SDF has successfully
established a call center to receive beneficiaries complaints and community
feedback on March 2021 which has 4 dedicated staff, Free Line Operators (FLOs)
to receive the calls every day from 8:00am to 4:00pm from all over the
governorates and areas covered by SDF.
SDF has a
number of safe communication/reporting channels as below:
1.
Freeline
Freelines allow people to obtain information from an organization
or to give the organization information or report allegations.
SDF has four freeline number:
8001155
And in its
posters, it adds the donors hotline as per some donors request
The freeline
posters and designs are in Annex A
2.
Complaints and suggestions Boxes
Boxes that are placed in SDF community centers, friendly spaces,
distribution points, schools, health facilities, etc...
Which enable the beneficiaries and communities to write down their
concerns and report any observed allegation securely.
The complaints
boxes specifications and photos in facilities are in Annex B
3.
Help desks
SDF help desks are available in the distribution points, community
centers, and friendly spaces. One female and one Male staff are available to
only record and response to beneficiaries complaints.
The help desks
photos are in Annex C
4.
SDFs email
SDFs main email info@sdfyemen.org Some
beneficiaries reach SDF for reporting through its official email.
5.
Social Media
SDF has official accounts in Facebook and Twitter
https://www.facebook.com/SDFYEM/?ref=settings
That are published in its website
https://sdf-yemen.org/SubProjects.aspx?ID=70112#main
6.
Verbal complaints through field workers
Annex
Annex A
https://u.pcloud.link/publink/show?code=XZ973xXZm04hx8siyny8nqYK9EXsckqT8ook
Annex B
https://u.pcloud.link/publink/show?code=XZP73xXZdd3cCdu5SNugwUwiWRkypLKqYKUV
Annex C
https://u.pcloud.link/publink/show?code=XZd73xXZVjoDA6fxpKS7cbrXDEUqb7Xwg5rV