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Quality and Accountability
Quality and Accountability Hub

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We are pleased to launch “QAS in Action: A Smart Guide for Aid Actors”: This Guide aims to support a holistic and contextualised application of Quality, Accountability, and Safeguarding (QAS) from a people-centered perspective, rather than organisational.

The ‘QAS in Action’ Smart Guide is designed for anyone dedicated to supporting communities’ life with dignity in a transparent and safe manner. It will benefit specifically aid actors working locally, in communities’ living areas.

Download the guide now and put QAS into action!

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Humanitarian and development organisations must handle sexual exploitation, abuse, and harassment complaints professionally, but they often struggle with understanding complaint protocols and structured investigation processes. The online learning series aims to teach staff about complaints management and investigations, providing clarity on roles, confidentiality, legal risks, and survivor protection, without requiring certification as investigators.

Who Are We?

Community World Service Asia (CWSA) is a humanitarian and development organisation and a member of Sphere and the Core Humanitarian Standard (CHS) Alliance. We are also the Regional Focal Point for the Asian Disaster Risk Reduction Network’s (ADRRN) Quality & Accountability Hub, Sphere Country Focal Point in Pakistan and the Regional Partner in Asia for Sphere. CWSA is highly committed towards Accountability to Affected People and People Centered Aid. We have offered different webinars and learning series over the last years to raise more awareness on overall accountability as well as its key aspects such as establishing efficient and transparent complaints/feedback systems and protection from and prevention of sexual exploitation and abuse.

Who Should Apply?

This learning series is ideal for professionals from

  • NGOs,
  • INGOs

Who are directly responsible for, or closely engaged in:

  • Complaints and Feedback Mechanisms
  • Safeguarding and PSEA initiatives
  • Accountability, Compliance, and Risk Management
  • Internal Audits and HR Oversight

Target roles include:

  • Senior Management
  • Safeguarding & Complaints Focal Persons
  • Safeguarding Committee Members
  • Compliance & Investigation Leads
  • MEAL Managers
  • Internal Auditors
  • HR Managers

Trainer

Ester Dross
Quality Assurance, Compliance and Investigations Specialist

Ester brings over 30 years of experience in the humanitarian sector. She has led sensitive investigations across Africa, Asia, Europe, and Latin America, and worked extensively on preventing and addressing SEAH. Ester has developed global training content and policies for INGOs and regularly advises organisations on safeguarding strategies and accountability systems.

Learning Outcomes

Session 1:

Understanding Complaints Assessment and Investigations – (21 July 2025) – 2.5 Hours

  • Review key safeguarding policies and terminology
  • Understand complaint intake and assessment
  • Distinguish between preliminary and full investigations
  • Introduction to investigation steps and principles

Session 2:

Investigation Planning, Roles & Responsibilities – (24 July 2025) – 2.5 Hours

  • Develop a comprehensive investigation plan
  • Define roles throughout the complaint and investigation cycle
  • Identify responsibilities, limits, and teamwork approaches
  • Embed confidentiality and sensitivity measures

Session 3:

Interview and Investigation Techniques – (28 July 2025 ) – 2.5 Hours

  • Learn basic interviewing principles and the PEACE model
  • Practice preparing for and conducting interviews
  • Understand common challenges and ethical considerations

Session 4:

Managing Risks, Referrals, and Financial Planning – (31 July 2025) – 2.5 Hours

  • Identify legal and operational risks linked to complaints
  • Design effective referral systems
  • Plan for investigation-related costs
  • Discuss preventive approaches to reduce the risk of misconduct

What are you paying?

USO 100 for NGOs
USO 150 for INGOs

For any queries, please reach out to
Emai: qa.support@communityworldservice.asia

Click here to Apply

Deadline: 11 July 2025

  • Selected Participants will be informed and provided with Zoom link
  • Attendance in all sessions is mandatory for selected participants
  • Includes light assignments between sessions for reflection and practice

Download Brochure

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The humanitarian and development aid sector is at a turning point. Abrupt donor exits, shrinking funding, and shifting global priorities are forcing organisations to close programs, cut staff, and make urgent choices that reverberate across entire systems. But how are these transitions being experienced by those on the frontlines?

This practice paper, developed by Community World Service Asia with support from ACT Church of Sweden, captures the perspectives of over 450 aid professionals across the Global South. Drawing insights from a regional survey and a dynamic six-part webinar series, the paper elevates the voices often left out of global conversations on aid reform and accountability.

Through the lens of lived experience, it examines the ethical tensions, operational dilemmas, and urgent shifts shaping the sector’s future.

📌 Read the paper to explore what’s at stake—and what must change.

Download the full paper

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In collaboration with our partner, ACT Church of Sweden, we have organised a series of Webinars on “Adapting Responsibly and Ethically to the Changing Funding Landscape”

The series aims to explore how humanitarian and development actors can adapt responsibly and ethically in the face of shrinking resources, shifting donor priorities, and escalating needs. Through diverse perspectives—from local leadership to global accountability standards—it seeks to deepen collective understanding of what it takes to remain community-centred, principled, and effective amidst funding uncertainty.

Webinar 2: Adapting Responsibly – Accountability and Quality in Uncertain Times

April 22, 2025 | 11:30 AM – 12:45 PM PKT

Click here to register

After registering, you will receive a confirmation email containing information about joining the meeting.

The keynote speaker Bonaventure Gbétoho Sokpoh is a Policy and Outreach Senior Advisor at CHS Alliance, where he leads the development and implementation of the organisation’s localisation strategy. His work focuses on strengthening the participation and influence of national NGOs within the humanitarian system, promoting equitable partnerships and local leadership. With a strong commitment to accountability and quality, Bonaventure advocates for the widespread adoption of the Core Humanitarian Standard (CHS) to enhance transparency, learning, and continuous improvement across the sector. Through his leadership, he supports the humanitarian community in building more inclusive, effective, and people-centered responses.

The webinar will be moderated by Uma Narayanan, an expert on quality and accountability within the humanitarian and development sectors, with a strong focus on the Core Humanitarian Standard (CHS) and Sphere Standards. She has collaborated with organizations to integrate accountability into their work, strengthen staff capacity, and apply simple, practical approaches to quality and safeguarding.

Please if you can also circulate this information in your organisation and network, it would be much appreciated.

If you have any questions, feel free to contact aqsa.tahir@communityworldservice.asia

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Sphere Focal Points (Asia Pacific) Meet in Early 2025

The first quarterly meeting of 2025 brought together Sphere Focal Points from across the Asia Pacific region to discuss the critical issues impacting their work in humanitarian response. With funding cuts, particularly the USAID funding freeze, causing widespread disruption, aid organisations have been forced to adapt and restructure in response to the changing landscape.

Sphere Focal Points shared their experiences, explored strategies for resilience, and discussed the growing importance of maintaining accountability in humanitarian work despite the challenging context. A central theme that emerged was the need for organisations to remain flexible, ensuring they continue to uphold global humanitarian standards such as the Core Humanitarian Standard (CHS) and the Sphere Humanitarian Charter, while adapting to financial constraints.

Impact of Funding Reductions

The meeting’s opening session focused on the financial strain caused by the USAID funding freeze—a significant disruption for many humanitarian organisations. While some organisations, like Sphere, have felt the impact, they emphasised their commitment to survival and continuity, largely thanks to the strong support from focal point communities. CWSA shared how they had to make difficult decisions, including offices and staff contract closures, in the face of funding reductions. Other participants noted that while focal points in Japan, Hong Kong, and Bangladesh have not been directly impacted, their partners have faced challenges.

In response to these funding cuts, organisations have had to adopt rapid adaptive measures, including staff reductions, implementing cost-cutting strategies, supporting colleagues’ mental well-being, freezing new hiring, and exploring alternative funding sources. Despite these challenges, a sense of solidarity emerged, with organisations expressing a strong willingness to support one another during these uncertain times. Innovative solutions for fundraising and outreach were explored, such as pooling resources, sharing grant opportunities, and collaborating with affected organisations to ensure their sustainability.

Alternative funding models were also discussed, including self-generated revenue through courses and advisory services, private philanthropy such as grants and crowdfunding, public finance options like government contracts and results-based financing, and investment income through green bonds, carbon credits, and ESG endowment funds.

As the funding landscape shifts, organisations recognise the need to reaffirm their commitment to Quality and Accountability by reviewing and strengthening their adherence to CHS and Sphere commitments.

Nature-Based Solutions: A Path to Sustainability and Climate Resilience

Another key topic discussed during the meeting was the role of nature-based solutions (NbS) in addressing both environmental challenges and community resilience. Participants shared a wide range of NbS projects, including mangrove reforestation, flood mitigation, and climate-smart agriculture.

Tassaduq, Program Coordinator, from Community World Service Asia outlined several initiatives aimed at reducing carbon emissions and promoting eco-friendly practices, such as introducing energy-efficient stoves, organic farming, and reverse osmosis plants for water conservation.

Amor J. Tan Singco, Lead for Policy Advocacy from DRRNetPhils also shared their organisation’s work in the Philippines, particularly in green-gray flood mitigation and mangrove reforestation. These nature-based interventions not only protect the environment but also increase the resilience of communities vulnerable to climate-related risks, providing sustainable solutions that improve livelihoods. The use of geotextiles and rainwater catchment systems further demonstrated how NbS can be a practical solution to environmental challenges while promoting sustainability.

Dr. Sharon Taylor from Accord, introduced a self-assessment tool developed by the International Union for Conservation of Nature (IUCN), which helps organisations evaluate and improve their nature-based interventions. This tool has proven invaluable in refining strategies and aligning projects with best practices.

A key takeaway from the discussion was the importance of collaboration and shared learning. By working together and exchanging knowledge, organisations can drive innovation and maximize the effectiveness of their humanitarian interventions.

Looking Ahead: Strengthening Collaboration for Future Challenges

Despite financial and environmental uncertainties, the commitment to humanitarian principles remains unwavering. The meeting reaffirmed the sector’s resilience, with organisations continuing to support vulnerable communities, uphold accountability, and embrace innovative solutions.

The next Sphere Focal Points Asia Pacific meeting is scheduled for June 2025, where member organisations will reconvene to assess progress, explore new collaborations, and continue shaping the future of Quality & Accountability in humanitarian and development work.

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In collaboration with our partner, ACT Church of Sweden, we have organised a virtual learning and sharing series on “Beyond the Cuts: Upholding Quality and Accountability for Affected Communities Amid Workforce Challenges”.

These sessions are designed in response to the ongoing funding cuts affecting humanitarian aid, leading to program closures, workforce reductions, and disrupted essential services. These changes significantly impact both aid workers and the vulnerable communities they serve. Our goal is to create a space for reflection, discussion, and shared learning on how funding constraints reshape humanitarian response and operations.

Series 1: Ethical Dilemma of Staff Affected by Workforce Reductions vs. Community Impact

The aim of this to:

  • Explore the complex ethical tensions between the job security of aid workers and the continuing needs of the communities
  • Analyze the psychological, operational, and ethical challenges faced by aid workers and organisations when financial constraints lead to layoffs and program closures.

The series will consist of three virtual sessions as below:

Session 1Psychological and Ethical Struggles of Staff Affected by Workforce Reductions March 17, 202511:00am – 12:30pm (PKT)
Session 2The Forgotten Communities – What Happens When Aid Workers Leave?March 20, 202511:00am – 12:30pm (PKT)
Session 3Ethical Considerations in Layoff Decisions by Organisations March 26, 202511:00am – 12:30pm (PKT)

The series will be moderated by Uma Narayanan, an expert on quality and accountability within the humanitarian and development sectors, with a strong focus on the Core Humanitarian Standard (CHS) and Sphere Standards. She has collaborated with organisations to integrate accountability into their work, strengthen staff capacity, and apply simple, practical approaches to quality and safeguarding.

Who Should Attend?

Humanitarian and development actors: Seniorand Middle management of I/NGOs, Programme staff, support function personnel (Operations and HR), MEAL Officers and Laid-off/furlough aid workers

We encourage organisations to register and nominate multiple relevant staff members to support institutional strengthening.

How to Attend:

If you are interested in attending, please register here.

Limited slots available – Registration is on a first-come, first-served basis.

Participation Requirement:

  • Commitment to attend sessions.
  • Basic understanding of the English language
  • Willingness to engage in interactive discussions
  • Camera must be kept on during sessions (if connection allows)

Once your registration is confirmed, you will receive the Zoom link for the sessions.

If you can also share it within your network, it will be much appreciated. In case of any questions, please feel free to contact aqsa.tahir@communityworldservice.asia.

Coming Soon: Series 2 – Adapting to the Changing Funding Landscape (Details to be announced later)

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When: 24th – 25th May, 2024
Where: O’Spring, Murree
Language: Urdu / English
Interested: Click here to apply
Last Date to Apply: May 15, 2024

Rationale:

In today’s rapidly changing humanitarian landscape, it’s crucial for organisations working at local and national levels to stay updated and aligned with international standards to effectively support people and communities affected by crises and vulnerabilities. The Core Humanitarian Standard on Quality and Accountability (CHS) provides a framework for organisations to ensure their actions are guided by principles of dignity, respect, and accountability. As the CHS has recently been updated to version 2024, it is imperative for organisations to understand and adapt to these changes.

Our workshop aims to provide participants with a comprehensive understanding of the revised version of the CHS and its requirements for the organisations. By equipping participants with the knowledge and tools necessary to implement the CHS effectively, we can enhance the quality and accountability of humanitarian response efforts at the local and national level,

Aims & Objectives:

By the end of the workshop, participants will be able to:

Understand the Core Humanitarian Standard (CHS) 2024 edition:

  • Familiarise participants with the nine commitments outlined in the CHS and their significance in humanitarian action.
  • Provide an overview of the changes and updates introduced in the 2024 version of the CHS.

Create Awareness of the Enabling Environment for CHS Implementation:

  • Explore the necessary organisational culture, values, and approaches needed to support the systematic application of the CHS.

Strengthen Engagement with Stakeholders:

  • Explore methods for effectively involving stakeholders in decision-making processes and promoting their active participation in finding solutions to crises.

Develop Action Plans for CHS Implementation:

  • Support participants in developing concrete action plans for implementing the CHS within their organizations.
  • Provide tools and resources for monitoring progress and evaluating the impact of CHS implementation efforts.

By achieving these objectives, the workshop aims to empower participants to embrace the CHS as a guiding framework for their organisations’ humanitarian activities, thereby improving the quality, accountability, and ultimately the outcomes of their interventions.

Methodology:

The “Blended Learning” approach developed by CWSA over decades of experience will be used in this
workshop. The approach will be participatory and needs based in nature. It shall include the selection of
participants from various organisations at various levels, and the development of content and methodology will be based on the needs of the participants. Experienced and knowledgeable trainers/practitioners will be engaged and will help participants develop action plans, conduct follow-up refreshers and will provide coaching and mentoring support.

Number of Participants:

20 – 25 participants will be selected for the workshop. Women staff and those with disabilities are encouraged to apply. Preference will be given to participants from organisations based in underserved areas. Applicants will be informed by May 15th, 2024 about their confirmation status.

Selection Criteria:

  • Mid or senior level managers in a civil society organisation, field staff of large CSOs or CSOs
    with main offices in small towns and cities.
  • Commitment to apply learning in their work, including dissemination of learning within
    their organization.
  • Willingness to pay a Training Fees of PKR 15,000/-. Exemptions may be applied for CSOs with
    limited funding and those from marginalised groups. Discount of 10% on early registration by May
    8th, 2024 and 20% discount will be awarded to women participants.

Community World Service Asia (CWSA) is a humanitarian and development organisation, registered in
Pakistan, head- quartered in Karachi and implementing initiatives throughout Asia Pacific. CWSA is a
member of the Core Humanitarian Standard (CHS) Alliance, a member of Sphere and their regional partner in Asia and also manages the ADRRN Quality & Accountability Hub in Asia. For more details visit our website: www.communityworldservice.asia

If you wish to participate, kindly register here

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