“Investing in Listening”: International Organization for Migration’s Experience with Humanitarian Feedback Mechanisms in Sindh Province, Pakistan

By Isabella Jean with Francesca Bonino (ALNAP)
Uploaded By ConnexUs Staff
Created 03/26/2014 Type: Case Studies Region: Europe, Oceania Theme: ,
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This is the second in a series of three case studies leading to a synthesis report and a guidance document on effective humanitarian feedback mechanisms. The Pakistan field visit was conducted between January 7 and 18, 2013, and was hosted by the International Organization for Migration (IOM). This case study primarily focuses on feedback processes within IOM’s shelter programme and by extension, the feedback loops within the Shelter Cluster led by IOM. Interviews were conducted with IOM programme staff, Shelter Cluster Focal
Points, and IOM’s implementing partners (IPs) in Islamabad, North Sindh, and South Sindh provinces, where IOM is providing assistance in flood-affected communities.
Topics covered in the case study are as follows:
  •  Field visits and the research process
  •  Feedback in the Pakistan context
  •  IOM’s different feedback channels
  •  IOM feedback loops in action
  •  Anatomy of a feedback mechanism
  •  Cultural and contextual appropriateness
  •  Expectation setting and knowledge
  •  Feedback collection
  •  Verification and analysis of complaints and feedback
  •  Feedback acknowledgement, response and utilisation
  •  Individual and organisational support
  •  Periodic reassessment and adjustment
  •  Gender, formality and ‘ownership’ of feedback mechanism
  • Mini case study: Save the Children Pakistan Complaint and Response Mechanism