THE FEEDBACK SYSTEM: Enabling dialogue with beneficiaries & easy access to efficient complaints mechanisms.

What is the Feedback System:  Innovative Monitoring & Evaluation tool  Part of aid accountability framework  Providing real-time insight into feedback published online Target groups - direct & indirect:  IDP and refugee returnees  People in IDP settlements  People in receiving communities  Beneficiaries in reintegration project areas Objectives:  Support general return process  Ease access to information and support  Ensure transparency and accountability  Provide standardized complaints mechanism  Allow assistance to be adjusted and customised according to needs  Improve sustainability of solutions

FEEDBACK SYSTEM & CALL CENTRE | STRUCTURE The Somalia Return Consortium (SRC) requests each member to identify a focal person to ensure clear reporting channels and an efficient communication flow A call center is managed by UNHCR in Nairobi/KENYA – this is also where the operator is based and to whom calls are directed Response Monday-Thursday from 9am-3pm & Friday 9am-12noon Outside business hours callers will be able to receive information and leave a message via an Interactive Voice Response (IVR) system Once feedback from Somalia is logged, a standardized case management process is initiated → Final report generated

0 HRS Initialization of the process SMS/Call 0-24 HRS Analysis of the information 0-24 HRS An initial report on each case is published: onlinefeeds.org HRS Follow- up HRS Processing & sharing back response with the beneficiary HRS Follow-up activities and response provided HRS Final report HRS END Case is being processed

Case management Returnees or other citizens concerned in area of return in Somalia use the toll-free number 345 to submit feedback or file a complaint via SMS or voice call The Call Center sends an to the member organisation concerned as an initial step to clarify the matter and to find a solution before preparing an actual response to the feedback The suggested response is sent by the concerned member organization to the Call Center within max 3-5 days SRC Call Center contacts the sender of the feedback to inform about the findings and the relevant advice or solution

1)Protection & Security 2)Complaints: Assistance | Selection | Logistics | Reintegration 3) Appeal: Emergency | Additional | Request | Reintegration 4) Appreciation FEEDBACK CATEGORIES & PRIORITIZATION Beneficiary status:  IDP returnee  Refugee returnee  Receiving community  Reintegration beneficiary  Non-beneficiary

Monthly update with feedback data, main trends and complaints examples NEW WEBSITE:  News and updates  Feedback examples  Tools and resources online  Donor visibility NEWS & UPDATES

Bulk SMS to beneficiaries:  Welcome message to all newly assisted beneficiaries  Mine risk education  Awareness on specific matter upon need  Your ideas? OUTREACH

THANK YOU Q&A For further information: Feedback published online: rc.onlinefeeds.org Call Center Operator: