1. An inter-agency complaints and feedback mechanism
HCT meeting
4th June 2019

2. Two-way communication
WFP managed complaints and feedback mechanism in place in Tete and Gaza consisting of:
Tollfree hotline
Complaints boxes
Focus group discussions
UNICEF and partners’ Linha Fala Criança (116)
UNICEF and UNFPAs SMSBIZ (92222)
Working closely with the Emergency Telecommunications Cluster (ETC) who bring in experience and material from inter-agency hotlines and CFMs in Afghanistan, Iraq and Libya
Bringing in WFP staff who were involved in the establishment and management of inter-agency CFMs in Iraq and Afghanistan.
Reflecting on past experiences joint SOPs are being developed for the management of the inter-agency CFM in the Mozambican context.
A new tollfree number specifically for Idai is being issued by INCM and Movitel, Vodacom and Mcel are waiting to link to this number.
A call centre is being identified to field calls, answer any immediately answerable questions and refer more challenging matters on to relevant focal points to address and close the feedback loop.
Installing an online case management system – SugarCRM and linking to UNICEF sms systems.
A central CFM manager is being recruited to act as a central focal point between the call centre and agencies working on the ground to ensure follow up, accountability and regular reporting.
100 complaints boxes have been procured for food distribution sites.
Mapping existing mechanisms and identifying focal points for effective referral pathways and sensitive handling of different issues.
Developing a common communications approach for the CFM and PSEA
To ensure a high first call resolution rate – information needed on:
Locations of centres and services available (including responsible organization)
Distribution plans
Entitlements and criteria for inclusion on beneficiary lists
Coordination of mobile brigades (health, GVB, child protection)
Together: establish referral and feedback timelines
Internally: identify focal points and processes to close the feedback loop of referred cases

3. Synergies Tapping into / coordinating with:
Existing referral pathways, including health, legal, PSEA
Linha Fala Criança (116)
UNICEF / UNFPAs SMSBIZ (92222)
Community Engagement WG, ETC
INGC, MGCAS (Min. Gender, Children and Social Services)
Coordinating with partners to:
Receive information on services, focal points
Agree on referral of complaints, feedback, information gaps and response times to close the feedback loop
Continuing to raise awareness of the CFM and to support community engagement
Sign data sharing agreements

4. Referral and closure of cases
Focal points have been identified per cluster and we have referred cases as they come in but limited reaction or response.
Communications material notes the below timescale:

5. Referral Snapshot

7. Needs going forward
Joint approach on how to address significant exclusion errors:
What responses to we provide to the callers?
How do we incorporate this issue into the next phase of the emergency response?
Script for call centre staff and set actions:
When people ask for shelter
When people ask for food
They have been resettled and services aren’t in place
When people have returned home and want support
When people are charged to receive support
When sensitive issues are brought up (PSEA, GBV, CP)
Other shelter related info: Health, WASH, Education

8. Thank you!
Questions?