Tool 4.4.1 - Feedback, Complaint and Response Mechanism SOP There are no universally agreed terms, procedures, or tools for FCRM design, implementation, monitoring and evaluation. FCRMs across MENA are adapted and contextualized to operational context, capacities and population types. A variety of terms are used, including grievances, feedback, and complaints procedures. Tool 4.4.1.1 - UNHCR Yemen Feedback, Complaints and Response Mechanism SOP Category: SOP Organization: UNHCR Country: Yemen Link: FCRM – UNHCR Yemen SOP and additional tools Profile: UNHCR Yemen’s FCRM SOP and additional tools describe how forcibly displaced and stateless people can submit feedback and complaints, as well as the steps to handle them, including how to provide needed referrals. The SOP is mandatory for UNHCR and implementing partners. It is revised yearly, and staff and partners are equipped with the necessary skills and knowledge for its implementation regularly. Why to Use the Tool: It is a concise document to guide FCRM across multiple locations and population groups, including internally displaced and stateless people. It provides specific information on managing sensitive complaints (e.g., corruption) as well as a FCRM dissemination plan. How to Use the Tool: The SOP and annexed templates can be adapted in consultation with communities, partners, and other relevant stakeholders. The templates can be used in WORD format or integrated in a digital information management system. Tool 4.4.1.2 - UNHCR Jordan Feedback, Complaints and Response Mechanism SOP Category: SOP Organization: UNHCR Country: Jordan Link: SOP on Petitions and Complaint Boxes – UNHCR Jordan Profile: The UNHCR Jordan FCRM SOP was developed to operationalize the decision to re-open the feedback and complaint boxes after COVID-19. The SOP provides detailed information on how to improve the overall management of feedback and complaints received through this channel. Why to Use the Tool: The SOP refers to digital and nondigital channels and is a good example of how to adapt to the needs of populations when shocks happen. It also helps to address gaps in closing the feedback referral loop, detailing steps from submission to closure. The SOP also describes how the UNHCR proGres database and SMS can support the tracking of referrals and responses. How to Use the Tool: Operations and partners can adapt the SOP in consultation with communities and other stakeholders, including by customizing templates in information management systems. Key elements to consider when adapting this SOP are summarized below: • • • • Context, purpose, scope, and definitions Handling petitions and complaints boxes Intake and processing of petitions and complaints Intake and processing of complaints against staff, including affiliate work force • Analysis of petitions and complaints The design of the SOP can also be complemented with the use of the Feedback and Complaint Cards Tool developed by UNHCR Jordan. This Tool uses non-verbal aids such as physical images or pictures to assist staff to communicate more creatively and help people express themselves. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 25