[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-detail-169100-en":3,"doc-seo-169100-105":30,"detail-sidebar-cat-1-en-105":92},{"code":4,"msg":5,"data":6},0,"success",{"doc_id":7,"user_id":8,"nickname":9,"user_avatar":10,"doc_module":11,"category_id":12,"category_name":13,"doc_title":14,"doc_description":15,"doc_content":16,"file_id":17,"file_url":18,"file_type":19,"file_size":20,"view_count":11,"is_deleted":4,"is_public":11,"is_downloadable":11,"audit_status":11,"page_count":21,"language":22,"language_code":23,"site_id":24,"html_lang":23,"table_of_contents":25,"faqs":26,"seo_title":27,"seo_description":15,"update_tm":28,"read_time":29},169100,8796095461564,"Liam","https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d",1,18,"Letters","Community-Based Complaints Mechanisms for SHEA and Safeguarding during COVID-19 - Guidance Note - June 2020","Community-based complaints mechanisms for SHEA and safeguarding during COVID-19 guide how ActionAid and partners enable communities, including children and young people, to raise concerns about staff practices, feedback to agencies, and incidents of sexual exploitation and abuse. The guidance emphasizes ‘do no harm’ accountability, safe and confidential reporting, COVID-19 risk reduction, inclusivity for diverse groups, and culturally sensitive design. It outlines key considerations, principles, inclusive options, child-friendly mechanisms, and communication and training approaches so survivors are heard and supported with timely responses.","Community-Based Complaints Mechanisms for SHEA and Safeguarding during COVID-19\nDeveloped by the Global SHEA and Safeguarding Team, June 2020\n\u0003Contents\n\u0013 TOC \\o \"1-3\" \\h \\z \\u \u0014\u0013 HYPERLINK \\l \"_Toc42254388\" \u00141.\tBackground on SHEA and Safeguarding complaints mechanisms and COVID-19\t\u0013 PAGEREF _Toc42254388 \\h \u00143\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254389\" \u00142.\tKey Messages\t\u0013 PAGEREF _Toc42254389 \\h \u00143\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254391\" \u00143.\tTypes of Complaints Mechanisms\t\u0013 PAGEREF _Toc42254391 \\h \u00144\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254392\" \u00144.\tPrinciples for community-based complaints mechanisms\t\u0013 PAGEREF _Toc42254392 \\h \u00147\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254394\" \u00145.\tInclusive Complaints Mechanisms\t\u0013 PAGEREF _Toc42254394 \\h \u00148\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254395\" \u00146.\tKey Stages in Developing Complaints Mechanisms\t\u0013 PAGEREF _Toc42254395 \\h \u00149\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254397\" \u00147.\tDeveloping child friendly complaints mechanisms\t\u0013 PAGEREF _Toc42254397 \\h \u001412\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254399\" \u00148.\tComplaints Mechanisms for Young People during COVID-19\t\u0013 PAGEREF _Toc42254399 \\h \u001416\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254400\" \u00149.\tDeveloping complaints mechanisms for communities for reporting sexual exploitation and abuse\t\u0013 PAGEREF _Toc42254400 \\h \u001417\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254402\" \u001410.\tCommunity Complaints Mechanisms as part of AA’s Humanitarian Response\t\u0013 PAGEREF _Toc42254402 \\h \u001419\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254403\" \u001411.\tCommunicating about Community-based Complaints Mechanisms during COVID- 19\t\u0013 PAGEREF _Toc42254403 \\h \u001420\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254404\" \u0014Annex A:  ActionAid Covid-19 complaints response mechanism guidance note\t\u0013 PAGEREF _Toc42254404 \\h \u001422\u0015\u0015\n\u0013 HYPERLINK \\l \"_Toc42254415\" \u0014Annex B Further Reading\t\u0013 PAGEREF _Toc42254415 \\h \u001431\u0015\u0015\n\u0015\u0004\nNote: Specific content relating to COVID 19 is highlighted in green in the text \u000f\nBackground on SHEA and Safeguarding complaints mechanisms and COVID-19\nOne of the core principles of ActionAid’s response to COVID-19 is that staff/representatives do not carry out any form of sexual harassment, exploitation, or abuse – or any other kinds of harm- towards the rights-holders and communities we come into contact with during our COIVD-19 response.\nAs part of our commitment to ‘Do No Harm’ ActionAid must put in place a variety of safer programming measures to ensure our processes do not cause harm and we are accountable to the communities we work with. One example of a safer programming activity is community-based complaints mechanisms.\nCommunity-based complaints mechanisms ensure that communities can raise concerns about ActionAid staff/processes. Communities can use community complaints mechanisms to raise concerns, give feedback to international agencies, and report incidents of sexual exploitation and abuse. They help to create a strong culture of accountability; enable us to improve the quality, impact and effectiveness of our programmes; and ensure our programmes are safe during COVID-19.\nDuring this time community-based complaints mechanisms will need to be established or modified to ensure that communities can raise concerns and are not put at risk of contracting COVID 19 while doing so.\nThis document outlines key considerations when developing or modifying community based complaints mechanisms during COVID 19, with a focus on how to ensure children, young people and communities can raise concerns about sexual exploitation and abuse and wider child abuse.\nKey Messages\nCommunities, including children and young people, must be involved in the creation and implementation of community-based complaints mechanisms\nIt is best practice to have a range of options for people to report concerns (e.g an option to report anonymously through an SMS hotline, and a place to report to a designated individual).\nAll complaints mechanisms must be established under the principle of ‘do no harm’. They must be safe and accessible to use, ensure confidentiality, and not put people at risk of harm. During COVID 19, this includes ensuring that complaints mechanisms do not","cbCaijdwKCAXw9T2","https://ap.wps.com/l/cbCaijdwKCAXw9T2","docx",1938188,32,"English","en",105,"# Background on SHEA and Safeguarding complaints mechanisms and COVID-19\n# Key Messages\n# Types of Complaints Mechanisms\n## Principles for community-based complaints mechanisms\n# Inclusive Complaints Mechanisms\n# Key Stages in Developing Complaints Mechanisms\n# Developing child friendly complaints mechanisms\n# Complaints Mechanisms for Young People during COVID-19\n# Developing complaints mechanisms for communities for reporting sexual exploitation and abuse\n# Community Complaints Mechanisms as part of AA’s Humanitarian Response\n# Communicating about Community-based Complaints Mechanisms during COVID-19\n# Annex A: ActionAid Covid-19 complaints response mechanism guidance note\n# Annex B Further Reading","[{\"question\":\"Why are community-based complaints mechanisms important during COVID-19?\",\"answer\":\"They enable communities to raise concerns about ActionAid staff and processes, provide feedback, and report incidents of sexual exploitation and abuse. They also strengthen accountability and help ensure programmes are safe while addressing COVID-19 risks.\"},{\"question\":\"What does ‘do no harm’ require when establishing complaints mechanisms?\",\"answer\":\"Mechanisms must be safe and accessible, protect confidentiality, ensure people are not placed at risk of harm, and—during COVID-19—must not expose people to contracting COVID-19 while reporting.\"},{\"question\":\"How should complaints mechanisms be made inclusive and child-friendly?\",\"answer\":\"Communities, including children and young people, should be involved in creation and implementation. The mechanisms should offer diverse reporting options, support safe access for different groups (including people with disabilities), and use child-friendly approaches aligned with relevant government directives.\"}]","Community-Based Complaints Mechanisms for SHEA and Safeguarding during COVID-19 - Guidance Note - June 2020 | DOCX",1788245094,11,{"code":4,"msg":31,"data":32},"ok",{"site_id":24,"language":23,"slug":33,"title":14,"keywords":34,"description":15,"schema_data":35,"social_meta":87,"head_meta":89,"extra_data":91,"updated_unix":28},"community-based-complaints-mechanisms-for-shea-and-safeguarding-during-covid-19-guidance-note-june-2020","",{"@graph":36,"@context":86},[37,54,69],{"@type":38,"itemListElement":39},"BreadcrumbList",[40,44,48,51],{"item":41,"name":42,"@type":43,"position":11},"https://docshare.wps.com","Home","ListItem",{"item":45,"name":46,"@type":43,"position":47},"https://docshare.wps.com/template/","Template",2,{"item":49,"name":13,"@type":43,"position":50},"https://docshare.wps.com/template/letters/",3,{"item":52,"name":14,"@type":43,"position":53},"https://docshare.wps.com/template/community-based-complaints-mechanisms-for-shea-and-safeguarding-during-covid-19-guidance-note-june-2020/169100/",4,{"url":52,"name":14,"@type":55,"author":56,"headline":14,"publisher":58,"fileFormat":61,"inLanguage":23,"description":15,"dateModified":62,"datePublished":63,"encodingFormat":61,"isAccessibleForFree":64,"interactionStatistic":65},"DigitalDocument",{"name":9,"@type":57},"Person",{"url":41,"name":59,"@type":60},"DocShare","Organization","application/vnd.openxmlformats-officedocument.wordprocessingml.document","2026-09-05","2026-09-01",true,{"@type":66,"interactionType":67,"userInteractionCount":11},"InteractionCounter",{"@type":68},"ViewAction",{"@type":70,"mainEntity":71},"FAQPage",[72,78,82],{"name":73,"@type":74,"acceptedAnswer":75},"Why are community-based complaints mechanisms important during COVID-19?","Question",{"text":76,"@type":77},"They enable communities to raise concerns about ActionAid staff and processes, provide feedback, and report incidents of sexual exploitation and abuse. They also strengthen accountability and help ensure programmes are safe while addressing COVID-19 risks.","Answer",{"name":79,"@type":74,"acceptedAnswer":80},"What does ‘do no harm’ require when establishing complaints mechanisms?",{"text":81,"@type":77},"Mechanisms must be safe and accessible, protect confidentiality, ensure people are not placed at risk of harm, and—during COVID-19—must not expose people to contracting COVID-19 while reporting.",{"name":83,"@type":74,"acceptedAnswer":84},"How should complaints mechanisms be made inclusive and child-friendly?",{"text":85,"@type":77},"Communities, including children and young people, should be involved in creation and implementation. The mechanisms should offer diverse reporting options, support safe access for different groups (including people with disabilities), and use child-friendly approaches aligned with relevant government directives.","https://schema.org",{"og:url":52,"og:type":88,"og:title":14,"og:site_name":59,"og:description":15},"article",{"robots":90,"canonical":52},"index,follow",{"doc_id":7,"site_id":24},{"code":4,"msg":5,"data":93},[94,98,103,108,113,118,123,126,131],{"id":29,"doc_module":11,"doc_module_name":46,"category_name":95,"show_sort_weight":96,"slug":97},"Presentations",90,"presentations",{"id":99,"doc_module":11,"doc_module_name":46,"category_name":100,"show_sort_weight":101,"slug":102},12,"Resumes",80,"resumes",{"id":104,"doc_module":11,"doc_module_name":46,"category_name":105,"show_sort_weight":106,"slug":107},14,"Invoices",70,"invoices",{"id":109,"doc_module":11,"doc_module_name":46,"category_name":110,"show_sort_weight":111,"slug":112},15,"Posters",60,"posters",{"id":114,"doc_module":11,"doc_module_name":46,"category_name":115,"show_sort_weight":116,"slug":117},16,"Social Media",50,"social-media",{"id":119,"doc_module":11,"doc_module_name":46,"category_name":120,"show_sort_weight":121,"slug":122},17,"Forms",40,"forms",{"id":12,"doc_module":11,"doc_module_name":46,"category_name":13,"show_sort_weight":124,"slug":125},30,"letters",{"id":127,"doc_module":11,"doc_module_name":46,"category_name":128,"show_sort_weight":129,"slug":130},21,"Paper Templates",5,"papers-templates",{"id":132,"doc_module":11,"doc_module_name":46,"category_name":133,"show_sort_weight":4,"slug":134},158,"General","general-158"]