4.2 Elements of a Feedback, Complaints and Response Mechanism A FCRM includes SOP, feedback process flowcharts, information management systems (including for referrals), satisfaction surveys, awareness raising and information materials. 4.2.1 Standard Operating Procedures The establishment of SOP is essential to rolling out a FCRM. SOP describes the channels, the roles and responsibilities, referral pathways, response timelines, and handling of different types of feedback and complaints. This Toolkit includes SOP from a variety of operations in the MENA region as well as a template SOP developed by the RB MENA. Designing a Process Flowchart It is recommended to brainstorm with multifunctional teams and communities to design a flowchart or process map. The following tools may be of assistance: • The flowchart function in MS Word using SmartArt and Process selections. • Diagrams.net is an easy to use and free online tool. Logos and icons to signify different channels, groups or tools can be found at: • OCHA icons • Font Awesome Use the UNHCR style companion and Media Guidelines when designing official UNHCR documents. 4.2.2 Feedback Process Flowcharts Process flowcharts are useful to illustrate how information moves through the FCRM mechanism. These visual graphs should be regularly reviewed to ensure they are up-to-date and still responsive to needs. A process flowchart should include the following: • Feedback or complaint receipt through the established channels • Feedback or complaint recording and classification according to the categories identified in the SOP • Referral or response within a defined timeframe • Closing of the feedback referral loop The process flowchart should reflect the UNHCR’s Inspector General’s Office (IGO) or other relevant investigative body responsible for complaints of a sensitive nature. While this Toolkit does not focus on Sexual Exploitation and Abuse (SEA) or other misconduct, some examples of feedback process flowcharts that integrate them include: Diagram 1: PSEA Process Flow – UNHCR Iraq and Diagram 2: Inter-agency PSEA Community-based Complaint Referral Mechanism (CBCRM) complaint referral pathway – Jordan. Additional related information can be found at IASC – Protection from Sexual Explotation and Abuse (PSEA). 29 4.2.3 Information Management for Feedback and Complaints Mechanisms For an effective FCRM, the data collected needs to be recorded, stored, and analyzed through an information management system that is in line with UNHCR’s Data Protection Policy. The information should include the personal information of the users, the details of the feedback and complaints, their status over time, the contact details of focal points from different organizations, as well as steps taking for the response. UNHCR’s Refugee Assistance Information System (RAIS), proGres V4 or other third-party software solutions can be used as information management systems for FCRM. Many organizations also opt for smaller-scale flexible databases, but it is recommended to use safer and easier information management systems.29 An effective information management system allows quantitative and qualitative analysis for organizational learning and adaptation purposes at procedural and substantive levels. In the MENA region, when collecting feedback and complaints, the following topics have been identified as those most frequently raised. By consolidating and aggregating unidentifiable datasets based on harmonized data points, systematic and effective analysis can be conducted across locations, partners, and time periods. Other tools that have been used in the MENA region include Commcare, Open Data Kit (ODK). For more information on digital FCRM, see the MENA Digital FCRM Map. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 21