On the 4 December, ACTED, together with UNHCR, UNICEF, Arche Nova, Emergency, KNC, Civil Development Organization, People’s Development Organization (PDO), PDD, and YAO, launched the new inter-agency pilot project Qoratu Information and Feedback Point (QIFP) and Camp Guide. The aim of this pilot intervention was to strengthen accountability to affected populations, enhance transparency, and improve two-way communication between agencies and the IDP community by offering additional avenues for IDPs to lodge complaints and accessing information. If proved successful, this new complaint and feedback mechanism could later be rolled out to other camps in Garmiyan/Khanaqin.
QIFP represents a new and innovative method to capture complaints and feedback through three modalities:
- Complaint Boxes
- Help Desk
- Mobile Team
The latter is made up of all the agencies in the camp working together to communicate and respond quickly to any protection concerns identified, as well as improve the service by gathering beneficiaries’ feedback on the quality of services.
On the day of the launch, ACTED provided a space for agencies and residents to celebrate together through activities aimed at increasing community engagement and awareness of the service. The introduction of the Information and Feedback Point and Camp Guide happened in parallel to other community engagement activities such as hygiene promotion (provided by Arche Nova), blood pressure checks (provided by Emergency), and recreational activities for kids, such as face painting (provided by KCN). PDO also organized an exhibition on women crafts, showcasing local talents and traditions.
The camp guide has been designed to provide camp residents with a comprehensive and user friendly introduction to agencies and services available in the camp. It comprises of code of conduct, maps, agency information, complaints mechanism and important phone numbers and social media. Before disseminating it, focus groups have been held to collect beneficiaries’ opinions on the design and content. The final product has been distributed by ACTED one week after the launch to 291 families living in Qoratu Camp.