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Adoption of technology in the communication between WFP and its beneficiaries (mostly women) through the exchange of calls facilitated by the Complains and Feedback Mechanisms (CFMs) is changing the role that beneficiaries play in a given assistance.
Through Cash-Based-Transfers approach from one side and regular use of CFMs on the other, beneficiaries are turning from ‘passive recipients’ into ‘active stakeholders’: today, they have a choice and they have a voice. The combination of choice/voice is resulting in a powerful tool to empower vulnerable women and men. It is a win-win solution where thanks to first-hand information received by beneficiaries, WFP improves the effectiveness of its programmes and beneficiaries have a say in their assistance.
Today, Jordan CO has one call centre managed by a total of 15 operators, with an average of 500 calls per day out of which 80% calls are answered and closed the same day. If operators receive calls and are not able to solve them immediately, they assign them to focal points for actions. Out of 15 operators, 13 are women. This due to the sensitivity and great empathy that women can show when calls come in.
Lessons learnt on the improved communication between WFP and its beneficiaries are several:
- Challenges can be turned into opportunities ( ex.: Complains feedback mechanisms, ETC-Connect project, SCOPE Platform)
- Considering the beneficiaries as ‘direct stakeholders’ is a powerful boost to assistance effectiveness. Give them voice and hear them is a ‘must’
- Leave them the choice to decide how best use the entitlement is the best way to empower them
- Providing women an opportunity to find the right place in a given assistance does not only mean an increase in their income or a solution to their distress but also an honourable status in the household or community for being listened and respected.
In March 2018, a WFP-wide awareness campaign on PSEA was conducted. This was part of an annual awareness campaign, started in January 2018 and running monthly, on WFP’s values, principles and standards, as reflected in WFP’s Code of Conduct, including protection from sexual exploitation and abuse.
In reference to trainings and capacity building of WFP employees, a good example related to PSEA could be the online e-learning, made compulsory for all WFP employees, on Prevention of Fraud, Corruption and SEA.
WFP MYANMAR Country Office
1) For the opening of the 16 Days Campaign against GBV, WFP Myanmar closely cooperated with the National Myanmar Gender Equality Network (GEN) and supported its national campaign ‘From Peace in the home to peace in the world: Involve men to fight violence against women.” Furthermore, a brief footage in the IDP camp benefitting from the new transfer modality (e-wallet) in Myitkyina, Kachin State, was produced with statements of internally displaced women and men on the importance of understanding the root causes of intimate partner violence which might arise from changing in-kind assistance to cash based transfer modalities. WFP Field Office closely collaborated with Karuna Mission Social Solidarity (KMSS), UNFPA and UNHCR on various actions suggested to prevent GBV within the families and also in communities where strongly defined gender roles are still deeply embedded within a cultural or religious coat and gender equality neglected on the public agenda. As an example, the humanitarian community together with IDPs competed in the mini marathon organized by the GBV working group.
2) WFP male staff signed up to the WFP Men Stand for Gender Equality pledge and remained highly engaged in contributing to the country wide campaign to prevent GBV highlighted during orange days and events like the International Women’s Day.
3) WFP Myanmar reiterated its commitment to organize monthly orange days in its Field Offices. In March 2018, Myitkyina Field Office dedicated a special event to help staff understand the negative consequences of GBV against women and girls and learned about the importance of promoting a peaceful co-existence that begins at household level. WFP staff acknowledged that in their working environment, women’s voices and suggestions are still less powerful than those provided by men.