Q&A
SPO is a full member of Humanitarian Accountability Partnership (HAP) and has already covered a significant distance towards becoming an accountable organization towards its beneficiaries and donors. The technological experimentation of SPO in the field of Q&A and Complaints Response Mechanisms (CRM), has been acknowledged and appreciated by multiple global bodies including HAP and NDMA. SPO is committed to promote Q&A as a fundamental cross cutting theme of humanitarian responses at national and grassroots levels. Beneficiary Communications System Standard Operating Procedures of BCS
Emergency Focal Persons
List of Emergency Focal Persons Sr # Name Region Cell # Email 01 Mr. Jamshaid Sultan Lahore 0333-4641123 jamshedsultan@spopk.org 02 Mr. Mehrab Ali Turbat 0321-8091229 mehrab@spopk.org 03 Mr. Mir Mohammad Baloch Karachi 0333-2628574 mbaloch@spopk.org 04 Mr. Zafar Nizamani Hyderabad 0333-2983520 zafar.nizamani@spopk.org 05 Mr. Tahir Shabir Multan 0333-6448422 muhammad.tahir@spopk.org
Success Stories
An Overview of Complaints Response Mechanism of SPO Following the Pakistan floods in 2011, SPO collaborated with Raabta Consultants for the designing of two way communication system with the disaster affected population of 2011 floods. SPO was working across Sindh province and had just started a new project in Mirpur Khas district, distributing food items and shelter to those worse affected. SPO requested Raabta Consultants for developing and setting up a Complaints and Response Mechanism during the flood relief distribution project to improve accountability and transparency before, during and after the distribution had taken place. SPO had five partner organisations working across the district – one in each of the five Union Councils of Mirpur Khas. Following an assessment process SPO selected a total of 475 beneficiaries across 24 villages, overseen by a project team of seven staff members. At each village a council comprising two men and one woman had been selected by the villagers. It was with these councils that the partner organisations liaised and ensured that the food and non-food items were distributed to the beneficiaries. A concern of the SPO’s head office in Islamabad was that complaints and feedback from beneficiaries in previous projects had not been documented or dealt with effectively. Although the partner organisations were trusted by the NGO, the head office still wanted to ensure transparency and accountability over the distribution process – and this included over the project staff and the village councils. After a series of consultations with the SPO’s team in the head office, the consulting team was sent to the field for exploring means of receiving and managing verbal and written feedback from the beneficiaries – that is, to create an effective Complaints and Response Mechanism (CRM). FrontlineSMS, a tool which had been used in several interventions before, presented itself as the most appropriate means for handling the SMS-based feedback. During field visit, consulting team organized multiple sessions with both genders of prospective beneficiaries of the project about use of mobile phones for direct communication with project management. The response was overwhelming and everyone was ready to communicate directly with project management whether s/he owns a mobile phone or not, they were ready to borrow one from other friend or family member. Literacy among the beneficiaries (who had been selected as the most disadvantaged in each village: often those with disabilities; children-headed households; or female-headed households) was low so SPO also had to design a system that would be accessible and useful across the board. The fact that a beneficiary, or a friend or relative of a beneficiary, could send a message directly to the NGO and not necessarily go through the village council or partner organisation was seen as a large step forward. The remainder of the training was spent going through Humanitarian Accountability Partnership (HAP) guidelines for CRMs, creating alternative means for complaints and feedback (written, verbal in person, verbal over the phone), and ensuring that the internal response and feedback handling system was robust and secure enough to address any feedback that came through in an accountable while also protecting the complainant’s identity. Configuring a setup on FrontlineSMS that was accessible even to illiterate phone users was the next challenge. Sindhi is largely written in Arabic text, but not all handsets can recognise the Unicode in which it appears, and there were some issues when extracting the data from FrontlineSMS to Google Docs. It was suggested to use Google Docs Spreadsheets to store the extracted FrontlineSMS data to allow the step-by-step follow up records to continue in the same spreadsheet. An added benefit of using Google docs was that it allowed the line manager to remotely ensure that all complaints were being dealt with according to procedure. Following the conversations in the villages, the team devised a numbering system for complaints ranging from 1-0, as follows: 1 = Food items, 2 = Shelter, 3 = Conflict 4 = Corruption, 5 = Issues with NGO staff, 6 = Issues with Partner Organisation staff, 7 = Issues with Village Council, 8 = Issues affecting women and children, 9 = Issues affecting those with disabilities, and 0 as a means of saying thank you or appreciation of services rendered under the project. This numbering system allowed for automatic replies through FrontlineSMS tailored to the complaint as well as a response time. When extracted to Google Docs it also allowed the complaints officer to quantify the number of complaints across different issues. This numbering system was printed on cards with corresponding pictures, and the SMS and feedback system was also explained through diagrams. On the cards a telephone numbers for verbal complaints and instructions for written complaints, was also included. Having printed out leaflets, posters and cards the teams went to every village and explained the process to beneficiaries and non-beneficiaries alike. It is this critical step – the in-person relationship – that makes the difference in the popular uptake of a communications system. During this process project team documented all beneficiary phone numbers or relatives/friends phone numbers, which were then saved in FrontlineSMS. This meant that every message received in FrontlineSMS would also have a name attached to it, and so that every auto reply contained the name of the sender. Through the groups feature on the software; groups of villagers were created so that before each aid distribution process the project team could send messages alerting the beneficiaries to its arrival, and following the distribution process active feedback via SMS could be solicit. When a message was received, the response manager would call back, ask for more information and then follow the internal complaints procedure derived from HAP guidelines. Over the three-month aid distribution project SPO received 725 messages, 456 of which followed the numbering system. Fewer than ten complaint phone calls were made and no verbal complaints were ever logged by the project staff. Whether this was due to staff not following the complaints procedure was unclear, but what we did learn was that giving people
DPRD Location map
Focal Persons for SPO Humanitarian Response
SPO Regional teams are working with relevant stakeholders at regional level for relief and alleviating miseries of the affected communities and coordinating relief operation in the areas. For further details or any other relevant information, you may contact SPO staff at following locations: Islamabad: Tel: 051-2298892, 8316890 1 Malick Shahbaz Malik 0300-5556324 2 Syed Shahan Abbas 0321-9696177 3 Azhar Ghumro 0300-9712236 4 Noor Baloch 0321-2290286 Azad Jammu & Kashmir: Tel: 05822-434432, 05822-434432 1 Qamar Zaman (Muzaffrabad) 0300-5179530 2 Attique-ur-Rehman (Neelum) 05821-456574 3 Tabraiz Shamsi (Bagh) 0331-8210911, 05823-445290 4 Tabassam Shahzad (Bagh) 0345-2603015, 05823-445290 Quetta: Tel: 0812870750 1 Mukhtiar Chalgari 3458300130 2 Fouzia Khajjaz 3337931296 3 Farooq Magsi 3013719957 Lahore: Tel: 042-35863211 1 Salman Abid 042-35863211 2 Aatif Sindhu 0300-9506534 3 Zeeshan Noel 0333-6063191 Multan: Tel: 061-6772995 1 Jam Jamshaid 0300-6360162 2 Shams Nazir 0300-6105885 D.I. Khan: Tel: 0966-713231, 0966-712231 1 Shaffiullah 2 Asghar Ali Peshawar: Tel: 091-5810021 1 Arshad Haroon 0332-9293101 2 Jalal 0346-5317559 Sindh 1 Ghulam Mustafa Baloch 0301-8370170 2 Waheed Jamali 0300-3250826
Flood in Mirpurkhas and Tando Muhammad
Tando Muhammad KhanSPO partner organizations of Tando Muhammad Khan have collected data of rain and flood affected areas. In all 17 Union Councils of Tando Muhammad Khan are severely affected due to 217 mm rain from August 10 to 12, 2011, 874 villages are effected 12607 Households destroyed, 12369 damaged and 83% standing crops destroyed. Mostly Schools are closed and 63 of them have been converted into relief camps by local government. MipurkhasAs initial data collected from 30 Union Councils out of 41 by SPO Partner Organizations, due to 255 mm rain in Mipurkhas and breaches in left bank outfall drain (LBOD) 275000 peoples displaced and 500,000 peoples have been affected, 201031 house are damaged, 18 peoples died while 200 injured. 70 % of the standing crops including cotton, chilly, rice and sugarcane completely inundated. 113 camps have been established in Mipurkhas district mostly affected peoples are sitting in spontaneous settlements besides main roads and relatively safe areas of the districts. Needs1. Wash Support2. Food3. Shelter4. Fodder for Animals5. Medicines6. Safe Drinking Water
SPO’s response to the Floods 2011 – October, 2011
SPO’s emergency response to the Floods 2011; is in progress and our project teams are trying to reach out maximum numbers of affected families in different calamity hit districts. So far, SPO has initiated multiple interventions in Badin, Shaheed Benezirabad, Matiar, Tando Mohammad Khan and Mirpur Khas districts with the technical and financial assistance of multiple donor agencies. Dozens of volunteers, partner organizations, civil society networks and professional project staff are the main medium of carrying the relief assistance to the flood affected population and working on war footings for the provision of relief for reducing the plight of most vulnerable children and women of the project areas. Several projects are in pipeline and soon would be rolled out in Umar Kot, Tando Mohammad Khan and Dadu, once negotiated successfully and signed out. Following table provides a snapshot of the whole response that is underway on various locations. SPO – HYD Relief response Date 18 – Oct – 2011 S.No. Project District Supported by Nature of relief Work Achievement 1 TLC (Temporary Learning Centre) Shaheed Benarabad (Nawab Shah) Tando Allahyar UNICEF To established 200 TLC in Benazirabad. 50 TLC in Tando Allahyar 135 in Benaziaabad 50 in Tando Allahyar 2 WASH (Water, Sanitation & Hygiene) Matyari UNICEF To provide water, sanitation& hygiene kits to 30,000 houses Holds. 3400 Registered H. Holds 23 Action Plan 16 Hygiene Sessions 500 Hygiene Kits Distributed Celebrated Hand Washing Day 225 Latrines location and digging finalized 100 bathing cubicles location and digging finalized 29 hand pumps location finalized 25 laundry location finalized 3 WASH (Water, Sanitation & Hygiene) TMK (Tando Mohammad KHan) OXFAM – GB To provide water, sanitation& hygiene kits to 10,000 houses Holds. 102 WC 76 HS 1225 Hygiene Kits 725 ORS 27 Villg CAP Global Hand Wash Day 4 Food and Salter Support Miirpurkhas IRDF To provide Food and Salter to 450 House Holds Project team is in place Registration of 450 families is underway Benaziaabad 50 in Tando Allahyar Medical Camps for flood and rain effectives of MKP and TMKDate : 12 October 2011 Village District Male Treated Female Treated Total 1 Shahmir Lund Tando Mohammad Khan 12 33 45 2 Chutti Dubarchi Mirpurkhas 42 47 89 3 Fazal Abbass Mirpurkhas 34 17 51 4 Fazal Abbass Parhar Pur 28 103 131 5 Fazal Abbass Parhar Pur 37 88 125 1 TOTAL 153 288 441 SPO’s Humanitarian Response Update (Sind Floods 2011)Date: 27 September 2011 S.No. Name of Project Target District Sector Durationa Starting Date Budget Target Beneficiaries Beneficiaries Reached so far 1 Relief & Food commodities Support Badin Food Items Non Food Items Kitchen sets Three Months August 23, 2011 to November 22, 2011 10,241,290.00 1700 Families (11900 individuals) Assessment of beneficiaries is completed Distribution of food packs started Procurement of Kitchen sets finalized 525 food baskets have been delivered
Sindh Flood – 2011 – SPO Response
The flood washed away entire communities and let more than five million people of Sindh, struggling to survive without adequate food, water, health care and shelter. Urgent relief is essential as families continue to suffer in the aftermath of the floods. After rapid assessment, SPO started relief work. SPO Hyderabad contribution and intervention on Sindh flood relief with the support of different donors as following. S# Project District Supported by Nature of relief work 1 TLC (Temporary Learning Center) · Shaheed Benazirabad (Nawab Shah) · Tando Allahyar UNICEF To establish 200 TLC in Benazirabad. 500 TLC in Tando Allahyar. 2 WASH (water, sanitation & hygiene) · Matyari UNICEF To provide water, sanitation & hygiene kits to 30,000 houses Holds. 3 WASH (water, sanitation & hygiene) · TMK ( Tando Mohammed Khan) OXFAM-GB To provide water, sanitation & hygiene kits to 10,000 houses Holds. 4 Food and Salter Support Mirpurkhas IRDF To provide Food and Salter to 450 House holds.
Rapid Assessment D.I. Khan – August 05, 2010
Comprehensive Rapid Assessment of D.I. Khan Rapid Assessment D.I. Khan: SPO D.I. Khan with the support of partner organizations and other humanitarian agencies have conducted rapid assessment of damages in the area. Details of the affected villages are provided below: S.No. Name of Affected Village Tehsil Total HH Damaged Houses (Fully) Damaged House (Partially) Deaths Injured/snake bites/ electricity shocks/ Displaced people/shelter less 1 Fazal Abbass Parhar Pur 30 30 0 0 10 240 2 Ada Dahotar Parhar Pur 70 70 0 1 15 490 3 Sardaray Wala Parhar Pur 100 100 0 3 24 900 4 Mubarakh Shah Parhar Pur 75 75 0 2 27 550 5 Kiri Niazi Parhar Pur 80 80 0 0 11 560 6 Thatha Balochan Parhar Pur 300 `300 0 3 33 1200 7 Ghulam Wala Parhar Pur 100 50 50 0 18 200 8 Wanda Solra Parhar Pur 200 200 0 3 40 1200 9 Thattal Dakhili Parharpur 10 10 0 1 2 55 10 Ada Khar Parharpur 7 7 0 0 2 30 11 Kech D.I. Khan 1000 900 100 2 55 5000 12 Yarik D.I. Khan 1500 1300 200 3 66 6000 13 Garah Hayat D.I. Khan 700 700 0 1 35 2500 14 Shorekot D.I. Khan 3000 1200 1800 3 80 7000 15 Haffan D.I. Khan 370 370 0 0 70 1600 16 Pusha D.I. Khan 225 65 160 0 160 900 17 Teekan D.I. Khan 300 100 200 0 200 1800 18 Moza Shaikh Raju Proa 200 200 0 0 0 880 20 Moza Shaikh Mali Proa 200 200 0 0 0 1000 21 Moza Malana Proa 50 50 0 0 0 300 22 Kot padda Proa 210 130 80 0 80 1200 23 Mosa khar 500 350 150 0 15 24 Ghara rehman’ D.I.KHAN 307 50 200 We are collecting more information on flood damages details from the area through our partners and activists 25 GOMAL KALAN DIkhan 410 30 190 26 GARA JAMAL D.I.KAH 125 50 59 27 MAHRA Proa 5000 500 2000 27 DHORA SOLANR Proa 350 350 0 28 Miali Proa 450 50 200 29 MIANI Proa 40 40 0 30 Almani Proa 700 190 ` 200 31 Chah khanwala Proa 400 70 270 32 Samokhan walai Proa 800 800 0 32 Bait Kehri Proa 300 300 0 33 Bait Dhawa Proa 470 470 0 34 Basti Ali Proa 1200 1200 0 35 BstiShekih Wali Proa 250 250 0 36 rAWANA Proa 210 200 10 37 HUMMUN WAKI Proa 400 380 20 38 Ramak Proa 2000 30 500 39 Chandana Proa 150 60 90 40 Miran Proa 800 35 233 41 Sara Ghara Proa 1500 300 790 42 Basti Ghoskori Proa 320 58 135 43 Chah khatwala Proa 270 268 2 44 SAKHANI Proa 410 390 10 45 GHOK Girsal Proa 135 130 5 46 Ghook Karlo Proa 380 380 0 47 Ghook Mukah Proa 180 180 0 48 Fateh Mando Proa 250 230 20 49 Thatta Solan Proa 370 370 50 Babbar Kucha Proa 290 25 195 51 Jhook Muachi Proa 380 380 0 52 Ghura Rasheed Proa 3120 1300 20 53 Bhirki Proa 450 450 0 54 Kata Shahani Proa 380 350 30 55 Rahu Proa 150 30 70 56 Dasti long Proa 230 44 130 57 Charah village Proa 400 55 200 58 Pusha D.I. Khan 225 65 160 0 160 900 59 Teekan D.I. Khan 300 100 200 0 200 1800 60 Moza Shaikh Raju Proa 200 200 0 0 0 880 61 Moza Shaikh Mali Proa 200 200 0 0 0 1000 62 Moza Malana Proa 50 50 0 0 0 300 63 Kot padda Proa 210 130 80 0 80 1200 64 Mosa khar DIKhan 500 350 150 0 15 65 Ghara rehman’ DIKhan 307 50 200 66 GOMAL KALAN DIkhan 410 30 190 67 GARA JAMAL DIkhan 125 50 59 68 MAHRA Proa 5000 500 2000 69 DHORA SOLANR Proa 350 350 0 70 Miali Proa 450 50 200 71 MIANI Proa 40 40 0 72 Almani Proa 700 190 ` 200 73 Chah khanwala Proa 400 70 270 74 Samokhan walai Proa 800 800 0 75 Bait Kehri Proa 300 300 0 76 Bait Dhawa Proa 470 470 0 77 Basti Ali Proa 1200 1200 0 78 BstiShekih Wali Proa 250 250 0 79 Rawana Proa 210 200 10 80 Hummun Wali Proa 400 380 20 81 Ramak Proa 2000 30 500 82 Chandana Proa 150 60 90 83 Miran Proa 800 35 233 85 Sara Ghara Proa 1500 300 790 85 Basti Ghoskori Proa 320 58 135 86 Chah khatwala Proa 270 268 2 87 Sakhani Proa 410 390 10 88 Jhok Girsal Proa 135 130 5 89 Ghook Karlo Proa 380 380 0 90 Ghook Mukah Proa 180 180 0 91 Fateh Mando Proa 250 230 20 92 Thatta Solan Proa 370 370 93 Babbar Kucha Proa 290 25 195 94 Jhook Muachi Proa 380 380 0 95 Ghura Rasheed Proa 3120 1300 20 96 Bhirki Proa 450 450 0 97 Kata Shahani Proa 380 350 30 98 Rahu Proa 150 30 70 99 Dasti long Proa 230 44 130 100 Charah village Proa 400 55 200 101 Gara Ashiq (Sangi) Proa 1400 700 700 102 Pahoor Proa 75 40 35 103 Shorkot DIKhan 750 700 50 104 Wazir Abad DIKhan 140 115 25 105 Niaziabad-1 DIkhan 95 50 45 106 Saggu Janoobi DIKhan 175 90 65 107 Niaziabad 2 DIKhan 90 45 45 108 Hissam DIKhan 155 145 10 109