Channel A Channel B FCRM Channel C Channel D FCRM Channel Nexus, UNHCR MENA RB, 2023. FCRM Design and Adaptation Tip Sheet28 The following are points to be considered when planning, designing, and developing or adapting a FCRM: Preparatory steps include a desk review, consultations with communities, mapping of stakeholders, two-way communication channels, connectivity and surveys. This will help identify existing mechanisms and avoid overlap (with the support of inter-agency coordination structures and other partners, as relevant). • Consult community members with different AGD about their experience with existing FCRM systems, their preferred channels, and whom they trust for sensitive complaints. • Consider multiple complementary channels to reach people with all preferences, including in-person or remote channels. • Identify tools and design required processes to systematically receive, analyze and manage formal and informal feedback and complaints. Ensure that the technical skillset required to use and maintain the tools is in place and in compliance with UNHCR’s Data Protection Policy. • Develop, test and roll out AGD-sensitive awareness-raising and information materials on the mechanism. Ensure the information reaches all groups, including those hard-to-reach o marginalized. • Equip staff with the necessary resources and knowledge to continuously gather, store and respond to feedback and complaints, including hardware tools and connectivity (e.g., smartphones, tablets), to digitize referral and analysis. • Make sure the feedback or complaint is responded to as soon as possible to close the referral loop. The loop is closed when a response has been provided and no further action is required. • Ensure aggregate information (i.e., not personal data) on the findings of the FCRM is regularly analyzed and disseminated back to communities as well as within UNHCR and to partners, including to senior management for programming, learning and adaptation. • Consider an FCRM exit strategy from the start, ensuring a smooth transition and adaptation when the mechanism is no longer sustainable, required, or effective. 28 Adapted from the FCRM - Planning and Design Checklist in the Accountability, Feedback and Complaints Mechanisms in Humanitarian Responses to Migration, START Network, June 2020. MENA AAP TOOLKIT: STRENGTHENING INCLUSION AND ACCOUNTABILITY TO AFFECTED PEOPLE 20