diakonia accountability framework and complaints and response mechanism (crm)

Diakonia Accountability Framework and Complaints and Response Mechanism (CRM)

- Program and Objectives

Lukenya Getaway, Nairobi, Kenya3rd April 2014Stephen Ndichu

Stephen Ndichu | 03 April 2014

Session Objectives

• To improve the understanding of what is accountability according to

Diakonia

• To understand how the CRM fits into the overall accountability

framework of Diakonia

• Provide information on what Diakonia expects of partners, with regard

to accountability

• Outline the CRM process for LVRP partners

• Come up with commitments/plans for partners to develop their own

CRM

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Stephen Ndichu | 03 April 2014

Session Overview

• Diakonia Accountability Framework

• Diakonia Complaints and Responses Mechanism

• Discussion on how to present complaints within LVRP

• Plans/Commitments for partner CRM development

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Stephen Ndichu | 03 April 2014 © Diakonia 4

Discussion Session

How would you like to complain about Diakonia?

To whom would the complaints go to?

Which method of presenting complaints works for you?

Stephen Ndichu | 03 April 2014

The Assignement

Committing and Planning

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Stephen Ndichu | 03 April 2014

Partner CRM Rollout

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a) Commit to the processb) Consider potential risksc) Complaint mechanism together with other NGOd) Let right holders decide what’s best e) Define roles for all parties f) Know the context for all parties g) Have an awareness discussion with all employees h) Enable right holders to complain

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