Accountability to Affected Populations

12 November 2014UNHCR Staff DevelopmentTacloban

Orna Joyce - UNHCR

Overview Part 1: Accountability & UNHCR

Part 2: Accountability & Humanitarians in Action - Communications

Part 1: Accountability & UNHCR

UNHCR & Protection all actions aimed at ensuring the equal

access to and enjoyment of the rights of women, men, girls and boys of concern to UNHCR, in accordance with the relevant bodies of law (including international humanitarian, human rights and refugee law).

Protection = Accountability

UNHCR & Accountability “[A]ccountability is defined by UNHCR

as a commitment to deliver results for populations of concern within a framework of transparency, agreed feasibility, delegated authority and available resources.”Turk, V. & Eyster, E., Strengthening UNHCR’s System of Accountability (2010)

IASC Commitments 1. LEADERSHIP/GOVERNANCE 2.TRANSPARENCY 3. FEEDBACK and COMPLAINTS 4.PARTICIPATION 5.DESIGN, MONITORING AND

EVALUATION

UNHCR: Accountable to? Accountable for?

ToInternational Refugee Law, International Human Rights Law, International Humanitarian Law, ECOSOC, UNGA Governments, Donors, Ex-CommPersons of concern (aka “Affected Population”)

To, For & With???UNHCR’s partners (cluster & programme)Governments

Protection Leader = Accountability Leader Operationalise AAP

Transparency

Practice What You Preach:Rights based Approach

Part 2:

Accountability & Humanitarians in Action - Communications

Being accountable is working: Ethically With Integrity Honestly According to the law Respect Transparently Inclusively

Ethics “Moral principles that govern a person's

or group's behavior” Code of conduct Values v. Ethics Conflict of Interests Water-Tight

Checklist1. Recalling the purpose of communicating 2. Confidentiality3. Self-awareness in communication4. Active listening5. Respectful and professional attitude6. Appropriate body language7. Sensitivity to gender, age, and diversity factors

that may affect communication8. Psychological and emotional needs of PoCs9. Asking appropriate questions

Purpose = Accountability Facilitate access to human rights

Help develop solutions

Manage expectations

To deal with persons approaching the border in a protection-sensitive and rights-respecting way

Define what is the need of the PoC

Provide information humanitarian process

Refer persons to relevant authorities (i.e. National Commission for Indigenous Peoples (NCIP), child-care institutions)

TAKING INTO ACCOUNT ALL CIRCUMSTANCES

Confidentiality

For Affected Populations to gain the trust of its potential users: confidentiality is

paramount.

Self-Awareness in Communication Verbal + Physical Stereotyping & assumptions

More subtle forms of bias Some tips:

Recognizing that we may hold or be the victim of biases is the first and most crucial step in combating prejudice

Groups are not homogeneous: focus on the particular individual.

Active listening Respectful and professional attitude

AGD- Issues

Age

Gender

Diversity

How do you interact with people depending on age, gender and diversity?

WHAT YOU CAN DO

Maintain self-awareness on biases Do not jump to conclusions: active

listening Try to be aware of increase of anxiety

level and to manage it

Psychological & Emotional Considerations Effects of traumatic experiences on communication:Fear of reprimand Feeling of helplessnessLack of awareness of right to be treated with respect and dignityIncoherence Serious memory gaps due to post-traumatic stress disorder

Asking the Right Questions Remember the purpose

Open Questions

Closed Questions

Don’t Blame Undermine what the speaker says Offer unsolicited advice Immediately tell your story of a similar

experience Lie Make promises you can’t keep Interpret what they say without

communication

Do Read between the lines for protection issues Avoid interruptions or distractions Give undivided attention to talk Be kind Listen carefully Re-state what has been said Concentrate on the person, not your response (practice makes perfect) Be patient; give time to the speaker Make confidentiality a priority Be tolerant and accept the person without judgment Have courage to tolerate behaviours that are off- putting; there’s a reason someone

behaves this way.

Sit face-to-face Nod or use facial gestures to show you understand Share eye contact Notice the speaker’s body position Give appropriate feedback - nod, facial gestures, encouraging response

MisconductAll forms of misconduct are destructive for those affected and pose a serious threat to our credibility to deliver humanitarian

assistance. – Mr. Ngonlareje-Kabra MbaldjolDirector of Ethics Office, UNHCR

Stress Stress Management

Self-Care

All compasses need retuning and fine tuning from time to time – including our moral

compasses.

Salamat