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Photo credit: ACT Government-Australia

Key principles of safe and efficient complaints handling Ways to develop key messages on raising awareness on the need for complaints systems Increased challenges during Covid-19 crisis and potential solutions

These were the discussion points of the webinar on Remote Complaints Response Mechanism (CRM) and the Collective Feedback Mechanism the context of COVID-19 hosted by Community World Service Asia and Act Church of Sweden on May 13th.

More than 200 humanitarian and development practitioners took part in this two-hour webinar that offered a wide range of expertise and knowledge-sharing from across the word.

Ester Dross, expert in humanitarian accountability, facilitated the session and was joined by panelists Madiha Shafi from the Danish Refugee Council, Turkey, Syed Rashid Bin Jamal, PSEA Officer of Inter Sector Coordination Group (ISCG), Bangladesh, Sameera Noori, Managing Director at Asia Leaders Organization for Humanitarian Aid), Afghanistan, Khadar Abdulahi Nur, CRM Officer for Danish Refugee Council, Somalia and Iqbal Shahid, Program Specialist for Concern Worldwide in Pakistan.

Upholding Quality and Accountability and Maintaining Performance during COVID-19

When operating in a humanitarian environment, we are all mindful of the power imbalance. The most vulnerable have the least power. That leads to a gap between what we want to accomplish and what communities want to receive or how they want to be treated. It has led many organizations to agree on principles that will strengthen their responsibility to right holders and members of the society.

During the COVID-19 crises, accountability is even more important. Given the need for many of our staff to work remotely and the challenges with participation an information sharing, there can often be an increase rather than a decrease in inappropriate behavior or gaps in programming and implementation, leading to complaints

. shared Ester.

Going a bit back in time, discussions on accountability have finally led to the Core Humanitarian Standard in 2015. The overall aim of the standard is to put communities and people affected by the crisis at the center, based on the Humanitarian principles of Humanity, Impartiality, Independence, and Neutrality. The commitments focus on the quality of the response, the structure of the projects, and the response and the organization itself and its resources. Ester added,

If our organizations and staff do not live up to our commitments or cause negative impacts, it is crucial for people to be able to raise concerns.

Ester discussed the key pillars to ensure that organizations have a robust system of Complaints and Responses.

Our system needs to be accessible! This not only includes access in the sense of locations but also access considering various capabilities (children, disabled, elderly, minorities, women etc.). It must be entirely inclusive, taking into account the circumstances of possible complainants.

How safe is our system? Can people access it without taking risks? Security for everyone includes physical and psychosocial safety and health problems. Community must be able to access communications modes with ease.

Confidentiality is key so that community members feel that they are secure and can entrust us with sensitive information. Information and details on complaints need to be safeguarded from any intentional or unintentional disclosure.

The system needs to be transparent. Potential users need to be provided transparent mechanism information.

The COVID-19 virus has presented a stress test for organizations worldwide, with the internet playing a crucial role in keeping critical infrastructure and resources connected and available. The panelists shared best practices and asked participants to further share how their organizations are managing programs in the current crisis, while maintaining high levels of quality and accountability and adhering to relevant standards, specifically the Core Humanitarian Standard, which is key for successful complaints handling.

Recommendations Highlighted:

  • Effective social media management is key for information sharing in this crisis
  • Staff training on misconduct and Protection against sexual exploitation and abuse (PSEA) to highlight expected behavior when responding to COVID-19 especially in remote areas
  • Development of pamphlets to share free helpline numbers for counseling and feedback
  • Organizations urged to review Complaints Response Mechanisms to ensure once complains are received, they can be channeled to appropriate staff as quickly as possible
  • Review IT structure, data management, official communicating software and digital media interaction to ensure that confidentiality of reports is not breached
  • Develop a channel through which complaints at community-level reach programmatic teams at offices efficiently through effective use of mobile phones
  • Seek alternative remote communication channels that will best suit discussing issues of sensitive nature and communicate clearly to the communities on the channels available. In this case branding of your CRM channel is essential to distinguish between reliable channels and fake ones
  • Trust is very important, if affected people feel they can trust us then they will gain confidence to share complaints
  • Good mapping of existing information pathways that continue to operate during the crisis is needed. This can be leveraged for complaint feedback and response mechanisms
  • Involve differently abled persons (who are 15% of the population) in the CRM process and ask them what the best accessibility is for them. How can we as humanitarian workers best cater to their needs to improve accessibility? How can we adapt the messages? How can they be involved efficiently?
  • Gender implications must be considered in CRM channels as well. A gender balance in committees and recruitment of more women call operators is encouraged

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When: May 27, 2020
What time: 2:00 PM (Pakistan Standard Time)
Where: ZOOM – Link to be shared
Language: English
How long: 90 minutes
Who is it for: Humanitarian and development practitioners working in or with hard-to-reach areas, NGOs, and INGOs involved in COVID19 response all over the world
Format: Presentation and sharing of Best Practices
Moderator & Facilitator: Ester Dross

Purpose
A key aspect of our shared commitment towards Accountability to Affected People is an organisation’s ability to develop or review organisational policy relating to sexual exploitation and abuse (SEA) and managing internal investigations.

The webinar will help explore;

  • Key principles of protection from sexual exploitation and abuse
  • The importance of information and participation from communities and innovative ways to develop key messages on Sexual Exploitation and Abuse-related risks
  • Increased challenges during Covid-19 crisis and potential solutions

Background
Community World Service Asia and Act Church of Sweden are jointly conducting a webinar on good practice for the protection from sexual exploitation and abuse and potential misconduct committed by humanitarian workers. Since in many places we have to operate remotely, the threats of Sexual and Gender Based Violence, sexual exploitation and abuse, as well as fraud and corruption are more likely to rise than decrease. We need to be vigilant and be prepared.

The webinar will help in managing staff misconduct, with a particular focus on sexual exploitation and abuse of project participants by staff. Additionally, it explores safeguarding strategies that managers can implement in their organisations to reduce the risk of exploitation and abuse and improve their organisation’s capacity to receive and respond to allegations of staff misconduct.

This 90-minute webinar will also be an opportunity for sharing best practices from participants and how they have taken into account the current crisis, including best practices for inclusion, information sharing, recruitments and trainings on prevention and protection from sexual exploitation and abuse.

Community World Service Asia (CWSA) is a humanitarian and development organization, registered in Pakistan, head-quartered in Karachi and implementing initiatives throughout Asia. 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.

Act Church of Sweden is a faith-based organisation that works for positive, long-term and sustainable change. Collaborating and cooperating with other organisations is at the core of Church of Sweden’s international mission. By working with local organisations, Act Church of Sweden contributes to long-term sustainable development in the contexts in which their partner organisations operate.

If you wish to participate, kindly register here: Protection from Sexual Exploitation and Abuse.

Applicants will be informed latest by the 22nd of May about their confirmation status. Up to 200 participants will be accommodated on a first come first serve basis. In addition, we would appreciate anyone willing to share some best practices on the webinar topic and we will select 5 – 7 participants to share them during the webinar. Additional best practices will be compiled into guidance for wider circulation.

Presenter:

Ester Dross – Independent Consultant

Ms. Dross is an independent consultant with over 25 years of experience, specializing in accountability, prevention of sexual exploitation and abuse, gender and child protection.

Ms. Dross had extensive exposure to humanitarian certification systems and accountability to affected populations while working with HAP International as their Complaints Handling and Investigation Advisor, later as their Certification Manager. She has been closely involved in the Building Safer Organizations Project since 2005, dealing with sexual exploitation and abuse of beneficiaries, particularly focusing on gender and child protection. Over the last 6 years and since working as an independent consultant, Ester has been leading a pilot project for FAO on accountability and gender mainstreaming in emergencies and working with numerous NGOs including ACT Alliance members, supporting and training their staff on gender issues, child protection, accountability, complaints handling and investigations. She is an experienced investigator herself and has conducted investigations in Asia, South America, Africa and Europe.

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Photo Credit: Shutterstock

How do we see the future of the aid sector in uncertain times? In a crisis like this, what sort of leadership shall we apply? Even when lockdowns are eased out or ended, how can humanitarian leaders be prepared and what challenges should they be expecting?

These questions were posed to an expert panel at the Community World Service Asia and ACT Church of Sweden’s webinar held on May 7th highlighting the crucial role of and best practices adapted by humanitarian leaders at an organizational and community level to manage the impact of a crisis such as the COVID-19. Tanya Wood, Executive Director of the CHS Alliance, was joined by panelists Deepmala Mahla, Regional Director for Asia of CARE, and Ayesha Salma, Group Head of Quality Assurance, Research and Design for Pakistan Poverty Alleviation Fund (PPAF). The webinar was moderated by Uma Narayanan – Independent Consultant and specialist on human resources and organizational development.

Leaders face a new kind of challenge

Crisis has a way to show, change direction and recalibrate what leadership is actually about. With the COVID-19 pandemic being the biggest public health issue of our day, having a far-reaching impact on economies and human lives, leaders are faced with a new kind of challenge.

While there are significant efforts to respond to COVID-19 pandemic through various needs, humanitarian and development organizations continue to explore their own ability to survive, to sustain, to bounce back and move forward. Most of you can relate to this. The role of leadership is crucial in current settings

said Uma Narayanan, while moderating and outlining the agenda of the webinar.

Ayesha Salma highlighted that leadership emerges in adversity and professionals must take this crisis as a real opportunity to exhibit that. She touched upon three main points that leadership in PPAF is focusing on, namely, business continuity, economic revival and innovative measures.

Citing Pakistan Poverty Alleviation Fund’s example, Ayesha shared that the leadership’s first initiative was to ensure their staff were equipped with the right information to protect themselves.

We have adopted a daily mechanism to convey updated, positive messages to staff and encourage them to take this as an opportunity to exercise their leadership skills. Moreover, the agility and adaptability to switch systems was important which was built on the basis of our IT platforms and our regular HR disciplines that helped our organization survive this crisis. The staff is responsible for sharing weekly work updates to supervisors, which are then shared with HR. We have seen a critical strategic gain from doing so because it has allowed employees in this lockout to refocus their resources on more high value research. So many positive things have come out of this new way of working for us.

Deepmala pointed out the need for the humanitarian sector to look at its essence of work.

We’re used to working in groups; interacting with people, traveling to the neighborhoods, visiting households. We can’t work physically within the existing environment. For that cause we have to change our way of functioning radically. That needs new ideas, a new way of providing leadership at the organizational level.

Participants raised concerns about the ability to lead organizations in countries where the majority live below the poverty line and there is little support for aid organizations to respond.  Deepmala responded to that saying,

That is a real challenge and communities need actual support. In this critical moment, leaders have to work at three levels – community, system and policy. Another key part of our roles working as humanitarian workers is to advocate and influence governments to act, donors to fund.

Continue to ‘Put People at the Centre’

One of the primary problems encountered in leadership positions is to achieve a balance between the humanitarian imperative and the caring obligation.

As a humanitarian organization, the first priority needs to be the protection of the people in any decision and action, living up to our humanitarian mandate. Your greatest responsibility, at the same time, is to take care of your staff, to support and protect them and to ensure their well-being. Consequently, leadership should be flexible and capable of putting in innovative approaches to promote and bringing out the positivity from the new way of work,

highlights Deepmala.

Remembering the core humanitarian mandate was identified as an important part of leadership in this situation. Panelists agreed that there must be commitment towards achieving long-term economic recovery and protection of communities.

Deepmala discussed the importance of focusing on the impact of the crisis at the community level as well. Though everyone is trying to help communities, there still might be ignorance at community-level about COVID-19 and its preventive measures. The impracticality of the global health advice is physical distancing and staying at home. When advising to stay at home, one is assuming that the individuals have a home with livable conditions and food to last a few days. One must remember that this is an assumption and not the reality in many cases around the world.

In addition, many communities have self-isolated themselves, not allowing any outsider to join which has made it impossible for humanitarian workers to access those groups.

We are also aware of the major livelihoods crisis communities are facing at this point; millions are made practically homeless, without having the necessary food and meals. This is the community we are accountable to serve. For this reason, we have to firstly identify leadership at community level. Any intervention can succeed if only the community is involved and with the community itself leading.

With a number of CHS members participating in the webinar, the light was shed on the basic foundation of CHS –  being accountable to whom we serve, and to keep that as a basis for organizational operations and response in this pandemic. CHS aims to create and improve the transparency of organizations and to ensure its rooted in the organizational community, strategies, procedures, and activities. Tanya shared that the CHS has been made available in the plainest language to make it understandable as possible. There is a need for organizations to promote the CHS in and with communities as it tells communities on what to expect and on what they can hold the aid community accountable for. Maintaining an open and accessible forum for workers to express their thoughts, feedback and ideas, such as providing a virtual suggestion box online was highly recommended.

Communication and Compassion

Another key aspect that emerged from the discussion from speakers and participants alike was communications. Lack of and improper communications is one of the biggest challenge in the current crisis.

Communications is at the heart of CHS. CHS is working on a report which shows how as a sector we are meeting our commitments to the CHS and unfortunately it shows that the one thing we as humanitarians are challenged with is communications. This relates to communicating with the people and with each other. We have planned to launch a research piece on how organizations are adapting on Complaint and Feedback Mechanism. We have to make sure that we are adapting and that this mechanism is visible, well-staffed, well-managed and well-referred as they can possibly be, 

highlighted Tanya.

For many years the humanitarian sector has all been about being fast, life-saving and reaching more and more people. This means we have invested heavily in efficiency-centered programs and processes. The question is, have we neglected some of the fundamental principles of humanity, how we work and not to lose compassion?

Talking about CHS’s initiatives on staff care and compassion, Tanya shared,

At CHS, we’ve been working on an effort that we need to push three areas of change; we need to be more compassionate internally, we need to be more compassionate with our staff, and we need to create environments that reflect how we care towards our staff and their mental health and well-being. The moto we are using is ‘You have to be well to serve others well’. Part of that is a launch of a series of conversions to see what it looks like in different parts of the globe, to see how we promote and be compassionate in our organizations.

Tanya Woods shared the CHS Commitment and COVID-19 with participants who were seeking recommendations on new trends on funding, inclusion, and engaging with communities.

More than 178 humanitarian and development practitioners from 29 countries representing the continents of Australia, Africa, Asia and Europe took part in this ninety-minute webinar.

When highlighting the future of the aid sector post the pandemic, Tanya Woods said,

One of the opportunities that is forced amongst us from this crisis is to fill the hole in role of national and local NGOs and where INGOs have to play a more supportive role rather than a directive one. It will be interesting to see how this plays out within the sector.

Ayesha added,

Because of the lack of capital at a global level, creating your own revenue streams would be the most important in the immediate future. Now is the moment to innovate!

Reflections:

Sharing the opinions and suggestions with people around us will encourage them to follow you and innovate. Never underestimate the importance of reflecting your sincerity. This is the best opportunity to develop solutions in respect to structures that are revolutionary and successful in solving the current situation. As per our needs, we can still build what’s fit for purpose.

Ayesha Salma

This is an important time for organizations to outline a “duty of care” framework for staff and communities, and find how duty of care covers different groups in different circumstances. It will not be the same in all circumstances. In normal situations, duty of care is fulfilled by many arrangements in the org, but there is greater responsibility in these situations. So we identify gaps in policies, process, systems and interventions.

Aliya H.

Organizations who want to continue implementing their activities on grounds must consider and keep in loop the grass roots organization who are really at front lines.

Fayyaz Noor

Two years ago we saw a different type of phenomena that impacted our sector that was the #MeToo movement. We have seen the trend, particularly through INGOs, a public rebuttal where there is a disparity in how organizations act and how they do not comply with the principles they teach. It is a reminder to us that as humanitarians we are always judged and rightfully so on how we respond to that crisis and COVID is going to do that again. I would like to applaud Community World Service Asia for supporting such outstanding webinars, uniting people, thinking about what is relevant, talking about topics such as leadership, caring and kindness, which are really necessary.

Tanya Wood

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Facilitated by: James Thomson, Act for Peace

When: May 20, 2020
What time: 2:00 PM Pakistan Standard Time
Where: ZOOM – Link to be shared
Language: English
How long: 75 minutes

Who is it for: Humanitarian and development practitioners requiring a better understanding of protection programming tools, methods and types of protective programming

Purpose: To ensure participants have a sound understanding of effective, results-based protection work, and a more advanced understanding of core protection programming methods, and types of protective programming, including:

  1. Mainstreaming protection in assistance programs
  2. Integrated protection programs, and;
  3. Stand-alone protection programs

Background

Community World Service Asia and Act for Peace are jointly hosting this webinar on Foundations of Effective Protection Programming.

Given the rapid escalation of serious protection risks in virtually every humanitarian context as a result of the COVID crisis, it is now more important than ever for agencies to understand what protection responsibilities they have, and how they can pro-actively prevent, mitigate and respond to abuses. This webinar focuses on the core methods and foundations for protection programs aimed at reducing the risk of serious harm to vulnerable groups as a result of violence, coercion and the deliberate deprivation of rights and access to information, services and resources. This includes a focus on:

  • Protection risk analysis and methods for reducing risks
  • The logic of protective programming and core methods and approaches
  • The relevance of rights, responsibilities and accountabilities in protection
  • The main types of protection activities and programs

This 75-minute webinar will also give participants an opportunity to share existing best practices and ask practical questions about protection policy, practice, standards and other issues.

Community World Service Asia (CWSA) is a humanitarian and development organization, registered in Pakistan, head-quartered in Karachi and implementing initiatives throughout Asia. 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.

Act for Peace is the aid and development agency of the National Council of Churches in Australia and a member of the global ACT Alliance. Act for Peace’s approach to protection starts with the recognition that affected communities not only have the right, the capacity and the desire to engage in protective action but are often the main actors in their own protection in crisis contexts. Having localised its approach to humanitarian and development practice many decades ago – and being focused on strengthening the effectiveness of locally-led protection efforts – Act for Peace works with a wide range of local partners to strengthen community-based protection in disasters, conflicts and displacement situations across the Asia-Pacific, the Middle East and Africa.

If you wish to participate, kindly register here: Register here

Applicants will be informed by May 16th about their confirmation status. Up to 200 participants will be accommodated on a first come first serve basis. All participants will be requested to share best practices on the topic under discussion in the webinar. Out of all the contributions, up to 4 participants will be selected to share their experiences.

Webinar Moderator & Facilitator:

James Thomson is the Senior Protection and Policy Advisor at Act for Peace. For the past two decades has specialised protection advocacy, standard-setting, programming and capacity development. He has extensive experience as a protection trainer, has delivered over 30 protection trainings for local organisations and communities, and worked closely with local partners in a wide variety of contexts to support capacity development, program design, policy development and advocacy. Over the past 20 years, he has also engaged extensively in a wide range of protection policy, standard-setting and practice initaitves at the regional and global level.

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When: May 14, 2020

What time: 11:00 AM (PST)

Where: ZOOM – Link to be shared

Language: English

How long: 75 minutes

Who is it for: Humanitarian and development practitioners working in or with hard-to-reach areas, NGOs, and INGOs involved in COVID19 response

Purpose 

Following the first webinar that focused on the role of Human Resources in remote management of staff, this webinar will focus on the role of Managers in remote management of staff.

The webinar will explore:

  • Challenges faced by organisations in remote management of staff
  • Best practices, Mechanisms and Principles adopted by organisations for effective staff management

Background

Community World Service Asia and Act Church of Sweden are jointly organising this webinar on Remote Management and the Role of Managers in the context of COVID-19.

Organisations have a responsibility to ensure their staff are well supported to do their job effectively and treated equitably, including during the lock-down imposed due to the Covid-19 pandemic. This webinar will explore some of the challenges in remote management and the role of managers in facilitating an effective remote management process. In so doing, the webinar will offer some of the mechanisms, principles and practices adopted by organizations to assure an effective approach to remote management of staff.

This 75-minute webinar will also be an opportunity for participants to share best practices and how staff and organisations have taken into account the current crisis, including application of relevant quality and accountability standards, specifically the Core Humanitarian Standard.

Community World Service Asia (CWSA) is a humanitarian and development organization, registered in Pakistan, head-quartered in Karachi and implementing initiatives throughout Asia. CWSA is 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.

Act Church of Sweden is a faith-based organization that works for positive, long-term and sustainable change. Collaborating and cooperating with other organisations is at the core of Church of Sweden’s international mission. By working with local organisations, Act Church of Sweden contributes to long-term sustainable development in the contexts in which their partner organisations operate.

If you wish to participate, kindly register here: Registration – Role of Managers In Remote Management

Up to 200 participants will be accommodated on a first come first serve basis. In addition, we would appreciate anyone willing to share some best practices on the webinar topic and we will select 2 – 3 participants.

Presenter:

Ms. Uma Narayanan, specializes in human resources, organizational development and accountability for medium to large-scale organizations in the humanitarian sector. Ms. Narayanan has a background in International Organizational and Systems Development and worked as an Organization Development and Human Resources practitioner mostly in Southeast Asia and South Asia, for more than a decade. In her OD capacity, she has carried out numerous assignments on program reviews, evaluations and organizational assessments.

Ms. Narayanan is committed to quality and accountability and is a Sphere and Core Humanitarian Standard (CHS) trainer and advisor. She also assists organizations in conducting HR related and Sexual Exploitation and Abuse (SEA) related investigations. As an accredited associate executive coach, she has added coaching of middle and senior management as part of her portfolio.

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When: May 13, 2020

What time: 2:00 PM (PST)

Where: ZOOM – Link to be shared

Language: English

How long: 120 minutes

Who is it for: Humanitarian and development practitioners working in or with hard-to-reach areas, NGOs, and INGOs involved in COVID-19 response all over the world

Format: Presentation – Experience sharing on Best Practices & Discussion

Moderator & Facilitator: Ms. Ester Dross

Purpose 

The webinar will help explore;

  • Key principles of safe and efficient complaints handling
  • Ways to develop key messages on raising awareness on the need for complaints systems among the most vulnerable populations as well as our own staff
  • Increased challenges during Covid-19 crisis and potential solutions

Background

A key aspect of our shared commitment towards Accountability to Affected People is an organization’s ability to receive and handle complaints efficiently, safely and transparently. Community World Service Asia and Act Church of Sweden have collaborated on hosting a webinar on Remote Complaints Response Mechanism (CRM) and Community Feedback Mechanism in context of COVID-19 facilitated by Ms. Ester Dross, who is a specialist in the field of humanitarian accountability,  complaints handling, prevention of sexual exploitation and abuse, gender and child protection.

The webinar will help in reinforcing participants’ awareness on the importance of setting up and maintaining an accessible, safe, and confidential complaints system, taking into account additional difficulties in reaching out to communities for awareness raising, but also for communities to reach out and report potential concerns or misconduct.

This two-hour webinar will also be an opportunity for sharing best practices among participants and on how organizations are managing programs in the current crisis, while maintaining high levels of quality and accountability and adhering to relevant standards, specifically the Core Humanitarian Standard, which is key for successful complaints handling.

Community World Service Asia (CWSA) is a humanitarian and development organization, registered in Pakistan, head-quartered in Karachi and implementing initiatives throughout Asia. CWSA is 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.

Act Church of Sweden is a faith-based organization that works for positive, long-term and sustainable change. Collaborating and cooperating with other organisations is at the core of Church of Sweden’s international mission. By working with local organisations, Act Church of Sweden contributes to long-term sustainable development in the contexts in which their partner organisations operate.

If you wish to participate, kindly register here: Registration – Remote CRM and Community Feedback Mechanism.

Applicants will be informed by May 7th about their confirmation status. Up to 200 participants will be accommodated on a first come first serve basis. All participants will be requested to share best practices on the topic under discussion in the webinar. Out of all the contributions, up to 7 participants will be selected to share their experiences.

Moderator & Facilitator

Ms. Ester Dross – independent Consultant

Ms. Dross is an independent consultant with over 25 years of experience, specializing in accountability, prevention of sexual exploitation and abuse, gender and child protection.

Ms. Dross had extensive exposure to humanitarian certification systems and accountability to affected populations while working with HAP International as their Complaints Handling and Investigation Advisor, later as their Certification Manager. She has been closely involved in the Building Safer Organizations Project since 2005, dealing with sexual exploitation and abuse of beneficiaries, particularly focusing on gender and child protection. Over the last 6 years and since working as an independent consultant, Ester has been leading a pilot project for FAO on accountability and gender mainstreaming in emergencies and working with numerous NGOs including ACT Alliance members, supporting and training their staff on gender issues, child protection, accountability, complaints handling and investigations. She is an experienced investigator herself and has conducted investigations in Asia, South America, Africa and Europe.

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The rapid spread of COVID-19 is having an impact on organizations and businesses around the world and, notably, on your relationship with your staff. The impetus is now on organizations and their leaders to begin to both anticipate and mitigate the effects of this crisis. The role of the Human Resource (HR) department is crucial here. The decisions taken by HR will impact the livelihood of the employees, and the entire workforce in a nutshell.

 Shifting to a work-from-home culture, especially during a time of crisis or uncertainty, brings its own unique challenges. Managers and leaders overseeing teams working remotely for the first time need to put in place common-sense measures to maximize the effectiveness of their teams.

Commitment 8 of the Core Humanitarian Standard (CHS) on staff competency states that communities and people affected by crisis must receive the assistance they require from competent and well-managed staff and volunteers. How is this possible when most organizations have adopted remote working and management of their staff?

Webinar on The Role of Human Resources (HR) in Remote Management during Covid-19 Response

This interactive webinar organized by Community World Service Asia and its Q&A partners, on April 28th, discussed the challenges encountered in remote management and promoted the role of HR in facilitating an effective remote management process among the regional humanitarian and development community in Asia.

Human Resource professionals and senior management members of organizations representing twelve countries from around the world participated and contributed to the discussions in this two-hour webinar.

Access was highlighted as key to remote management during the session.

Remote management has a lot to do with access. Advanced technology has made it possible to stay connected at times like these when we are facing non-reachable access. But we have to also consider those countries and areas where there is limited or no technology to maintain connectivity. This is where the different categories of remote management play a prominent role where management delegates, control and support remotely,

stated Uma Narayanan, webinar facilitator.

Putting in place clear guidelines on the various categories of remote management for staff and employees is critical.

Before COVID-19, we used remote management guidelines for certain restricted areas or locations which we could not access frequently. However, the importance of remote management has increased immensely in this crisis. As a Monitoring & Evaluation professional, we should aim at developing simple tools, having clear guidelines that cater to all parameters of the project. For remote management, we have to utilize the digital platform for increased access,

 shared Fayyaz Ahmed Fayyaz, from Agha Khan Development Network in Pakistan.

In a group exercise where participants were divided into virtual breakout rooms during the webinar, participants discussed and highlighted the key challenges of remote management. Participants raised that many organizations lack remote management policies or performance management systems that effectively evaluate remote working. The limited capacity of some staff on digital and advanced technology and software used during remote working for communication, coordination, planning and monitoring was also recognized as a challenge. Unstable internet connections at homes, lack of psychosocial support, ensuring staff commitment and motivation and implementing digital HR processes such as virtual recruitment were identified as common challenges. Most INGOs are typically well-resourced in terms of IT and digital systems, however this often is not the case with NGOs and CBOs.

Best Practices & Reflections

Participants shared various measures taken by their organizations to increase effectiveness of remote management. Organizations are ensuring staff awareness for response to COVID-19 and how to protect themselves and others. Clear guidelines and principles with regards to work from home have been defined in workplaces. Emphasis have been put on staff well-being and consequently, psychological first aid for staff and volunteers is made available when the need arises. Online mentoring for leadership level and dissemination of health and safety policies are also among the best practices.

We were well prepared as we are used to working remotely. We have different management teams and a contingency plan which mentions the guidelines for working at home. The plan identifies different scenarios and mentions the risks, according to which measures are taken to provide maximum support to staff for convenient work from home. In addition, our organization has developed policies regarding work from home to ensure staff’s knowledge on the terms and conditions of working from home. Likewise, we utilize social networks including WhatsApp to reach staff and community.

Yeni, Care International

We are all going through similar situations and circumstances. We have always had a work from home policy. But this time around, this is not our usual work from home kind. This situation has specifically influenced our deliverables of the project that need to be implemented and we are answerable to our donors. As an HR professional we are constantly keeping in touch with the staff who are scattered around Nepal and providing them the flexibility to work at their own space. We hold weekly meetings just to know how the staff is coping and offer counseling when needed.

Prajana, Nepal

My key takeaway from today’s session was the different techniques to adopt for remote management such as use of technology, and various modes of increased communication with staff and community via telephones, mobile phones and online groups. In addition, to conduct productive and interactive meetings, organizations should adopt various online tools including GoToMeeting, Zoom, Business Skype and many others easily accessible on the internet. We can observe the features of the software and see which best suits our nature of work. The group activity was interesting as each group was divided in separate virtual rooms to discuss the challenges of remote management. Learning different challenges provided a broader view of looking at how remote management can be well-managed to bring out positive outcomes.

Fayyaz Ahmed Fayyaz, AKND, Pakistan

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When: May 7, 2020

What time: 2:00 PM (PST)

Where: ZOOM – Link to be shared

Language: English

How long: 90 minutes

Who is it for: Humanitarian and development practitioners working in or with hard-to-reach areas, NGOs, and INGOs involved in COVID-19 response

Format: Panel Discussion

Purpose: Leaders from the sector will share their experience on how their respective organisations navigate the impact of Covid-19 pandemic on their staff, organisation and most importantly on the people they work for and with.

Background

When faced with a crisis, most leaders are forced to think and behave in ways that feel unfamiliar. What leaders need during a crisis is not a predefined response plan but behaviors and mindsets that will prevent them from overreacting and help them look ahead. Crisis has a way of revealing, course-correcting and recalibrating what leadership really means. This webinar will explore such behaviors and accompanying mindsets that can help leaders navigate the coronavirus pandemic and future crises.

The coronavirus COVID-19 pandemic is the defining global health crisis of our time. In addition to the loss of lives and the disruption to millions of lives, the economic damage is already significant and far-reaching.

The humanitarian community continues to respond to the needs from the COVID-19 pandemic while sustaining on-going humanitarian operations and life-saving programs, which is essential to avoid further loss of lives and suffering. In the face of various risks, challenges and uncertainty, many humanitarian leaders are rightly concerned about how their organizations and the sector will be affected.

Organizations around the world may be in different phases of the pandemic, dealing with the crisis in its own way, given that the impacts vary by geography and sector.

Community World Service Asia is pleased to host a series of learning and experience sharing events in Asia, particularly focusing on the steps taken by organisations to blunt the impact of the Covid-19 pandemic.

Community World Service Asia (CWSA) is a humanitarian and development organization, registered in Pakistan, head-quartered in Karachi and implementing initiatives throughout Asia. CWSA is a member of the Core Humanitarian Standard (CHS) Alliance and a Sphere regional partner.

If you wish to participate register here: Leading through the Covid-19 Pandemic 

Speakers:

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Ms. Tanya Wood – Core Humanitarian Standard Alliance, Director, Switzerland

Ms. Wood is the Executive Director of the CHS Alliance, a network of more than 150 organization making aid work better for people, through application of the Core Humanitarian Standard. She brings more than 20 years management and leadership experience in the international humanitarian sector, predominantly in international membership organizations.

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Ms. Deepmala Mahla – Care, Regional Director for Asia

Ms. Mahla has worked for two decades designing and implementing humanitarian and development programs in Middle East, Africa to Asia. She is a strong humanitarian voice influencing actively for better of most vulnerable communities and protection of aid workers; with distinct expertise in advocacy and communications.

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Ms. Ayesha Salma – Pakistan Poverty Alleviation Fund, Group Head of Quality Assurance, Research and Design

Ms. Salma has over fifteen years of experience in international development during which she has successfully overseen a range of programs in Asia, the Middle East and North Africa. She comes with a wealth of experience in Program Quality Assurance, Innovation, Strategy, Organizational Development and Communications. She is passionate about leveraging people’s talents to build high performing teams.

Moderator:

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Ms. Uma Narayanan – Independent Consultant

Ms. Narayanan specializes in human resources, organizational development and accountability in the humanitarian sector. She has a background in International Organizational and Systems Development and worked as an Organization Development and Human Resources practitioner in Southeast Asia and South Asia. She is committed to quality and accountability and is a Sphere and Core Humanitarian Standard (CHS) trainer and advisor.

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