1. Beneficiary Accountability Approaches
A Review of Partner Approaches to Accountability to Affected Populations in Turkey

2. Activity 18 of CBI-TWG Work-Plan
Review existing accountability approaches and mechanisms and develop minimum standards/guidelines for accountability in CBI
AAP Areas reviewed:
Information Provision
Community Consultations
Complaints & feedback
Many thanks to Care, DRC, IOM,
Mercy Corps, World Vision, WHH,
and Kizilay for sharing their AAP
approaches

3. Information Provision
Text message/phone calls - distribution details; changes in shops; notification of upload and de/activation of card
Leaflets - ecard use; complaints mechanism; broader programme info
Posters - for complaints mechanism
Face to Face - verbal information through Outreach teams, Helpdesk Officers, CC staff, and training at distributions
Social media outlets – ‘planned’ for distribution details and service updates
Leaflets- used mainly for eligible beneficiaries, 1 organisation provides them to all registered people
Social media- was only mentioned by 1 organization as a pipeline plan

4. Community Consultations
Design
Preferences for shops, distribution points, loading times, complaints mechanisms
Implementation
PDM (incl FGDs) to assess satisfaction and identify implementation challenges
Hotline modalities to receive feedback
Evaluation
FGDs & KIIs conducted with beneficiaries

5. Complaints & Feedback Collecting Recording Referring Responding
Hotlines
Complaints boxes in Community Centres and/or distribution points
Texts/Whatsapp messages & /Facebook
Face to face
Recording
Standard template for recording complaints & feedback
Referring
Complaints are referred internally to the relevant department where required
Responding
FAQs provided to hotline operators for instant response or
Responsible manager responds to referred complaints within set timeframe
WVI
Complaints that require written responses are hand-delivered to the complainants (by
outreach Assistants);
For complaints who cannot be reached via phone or available at their residential places, responses will be kept in the community center and the same will be handed over to the complainant upon visiting the community center.

6. What is working well?
Text messages: good way to get key messages to all beneficiaries
Hotline: allows quick action regarding any issues with shops, e-cards, lack of information
Helpdesks: enjoy a high rating for verbal information sharing
Posters: in public places are efficient to distribute information

7. Gaps/Opportunities for Improvement
Methods to communicate with broader affected population & low literacy groups
Clear guidelines for communicating vulnerability criteria and reasons for exclusion
Consultations in design phase
Formalised way to link feedback & consultation info into programming
Complaints SOP/guidelines outlining referrals
Child friendly feedback mechanisms

8. Proposed Next Steps for Discussion:
A Sub-Working Group to address:
Continuation of AAP Scoping Assessment through analysis of more partner data
Collection of key templates/materials for reference to other partners i.e.
Hotline complaint form
Hotline response matrix
Development of minimum standards/guidelines for accountability in CBI